ENGLISH    Introduction  I have been working in a transnational company, with a track record of more than 20 years in the market.  My country's subsidiary has almost 5,000 employees with three business units: Operations, Customer  Service and Finance Shared Services. I work for the Human Resources department as a Talent  Acquisition Partner, where the monthly hiring volume is more than 100 people every two weeks.    Challenge   In the Finance Shared Services Unit, high volume of staff is hired, one of the positions that is most  contracted from Collector's. This role is in high demand in the market, it is already key for all companies  that sell services or products and are responsible for collecting the money that customers owe to the  company.    During the last year, 18 of these positions were opened, of which 8 new hires resigned before the end of  the first year, raising the level of attrition, increasing the Budget for training of new hires and generating a  high level of stress and pressure on the part of the Hiring Manager on the recruitment team to replace the  places to be as possible.    Selection  I selected the Mind Mapping tool to do this exercise. As we know it is a tool that sees the possible  connections between various thoughts and using visual tools.    A set of activities is carried out to develop the client's needs for each moment, and the points of contact  between him and the company. I considered this ideal tool in this case, since it allows meticulous  monitoring of all the elements and tools that interact with the client (hiring manager) during the  recruitment, selection and retention of personnel, identifying the touch points to be analyzed and  improved.    The tool was defined in this way by Tony Buzan, and I also relied on his book "El libro de los mapas  mentales” April 2017, to develop this homework.      Application   In applying the tool, I divided the mind map into the actors and processes involved as follows:    • The manager: validates the need to hire new staff focused on the forecast vs the Budget assigned for  hiring, based on these numbers, requests the talent Acquisition team to hire the vacant positions.    • Talent Acquisition: publish vacancies, filter the best candidates that have applied and carry out the entire  recruitment and selection process.    • During the selection process: each candidate is validated through specific recruitment tests and  interviews for topics such as: experience, motivation to accept the position, salary claim and expectations  for future growth, among other soft and technical skills.    • Benefits offered to the candidate: during this process, the candidate is made to see how solid the  company is, that we can give it job stability, competitive salary (50th percentile), excellent benefits  (medical and life insurance, annual bonus, doctor on site , free transportation or parking space, subsidized

food and growth possibilities). The person hired goes through an onboarding and training process already  established in a solid department of more than 60 people.    • Points of contact in the process:   1. Recruitment / Hiring Manager   2. Hiring Manager / Traing team   3. Hiring Manager / Team    • Points of friction and most frequent problems in the process:   1. More than 50% of the applicants do not meet the profile required by the position   2. 26% of the pre-selected candidates do not pass the selection processes   3. 5% of candidates do not accept the offer   4. 44.4% of the people hired resign before reaching the company for one year   5. Hiring and Training each new employee costs the company $ 5000    Insight  An in-depth interview with the hiring manager was applied. A statistical analysis will be performed to  obtain more data. Data was requested from the training and finance department to validate the costs of  hiring and training each new employee.    It is necessary to maintain a balance between desertion, training budget and the professional career of the  employees, to achieve this it is proposed to create an internship program (recent graduates with little work  experience) where employees can be trained by the company and thus offer you a professional career  internally.    Approach   During a second exercise, the challenge will be to do this same employee-focused mapping as my  customer and understand from their perspective as a collector what could change/be done better by the  company,  starting from their experience as a candidate during the hiring process, following onborarding,  training, leadership style and learning and development opportunities.

