Problem
A US-based aviation service provider with over 192 locations and over a billion in revenue was encountering significant operational challenges:
- The company struggled to scale its labor-intensive HR operations to meet growing demands.
- The inability to consistently meet Service Level Agreements (SLAs) resulted in performance gaps.
- High operational costs from running HR functions in the US were taking a toll on business margins.
Objectives
Scale HR operations to support the massive hiring and administrative needs across 192 locations.
Streamline recruitment, onboarding, and employee support processes to meet SLAs efficiently.
Reduce operational costs through an offshore model, improving business margins.
Approach
Yitro created a comprehensive HR outsourcing plan, aimed at optimizing operations for the aviation provider:
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- Established a dedicated offshore team in Chennai, India, working as an extension of the client’s HR department.
- Managed end-to-end HR operations, including recruitment, background verification (BGV), employee onboarding, and benefit helpdesk services.
- Focused on quickly ramping up the offshore team to handle the labor-intensive needs efficiently.
Solution
- Recruitment & HR Management: Handled end-to-end recruitment and background checks, processing over 18,000 offers and 5,000+ BGVs for selected resource groups.
- Scalable Helpdesk Support: Managed over 80+ employee queries per day through the employee helpdesk, ensuring seamless support.
- Rapid Team Expansion: Grew the offshore team from 3 Full-Time Employees (FTEs) to 44 FTEs within 18 months, with significant milestones at each stage of growth.
- Cost Savings: Achieved a 60% cost arbitrage by shifting HR operations offshore, substantially lowering expenses compared to the US onsite team.
Result
- 10x Growth: Scaled the HR operations team from 3 FTEs to 32 FTEs in just 12 months.
- Increased Efficiency: Transitioned the offshore team in under 15 days, achieving a rapid setup and avoiding operational delays.
- Employee Satisfaction: Achieved a 90% employee satisfaction score across all inbound HR queries.
- Cost Savings: Delivered annual savings through cost arbitrage, significantly improving business margins.
