Munzurul Islam Moon
Head of HR Business & Staffing
SERVIQ BPO Limited
Mr. Munzurul Islam Moon is a distinguished professional with an exceptional track record in the field of Human Resources. As the Head of HR Business and staffing at SERVIQ BPO Limited, Mr. Munzurul brings a wealth of expertise and leadership to our organization.
Mr. Munzurul has consistently demonstrated his commitment to driving organizational success through strategic HR initiatives. His astute understanding of talent acquisition, workforce development, and employee engagement has played a pivotal role in SERVIQ BPO Limited’s growth and success.
Under his guidance, our HR department has evolved into a dynamic force, attracting top talent, fostering a culture of excellence, and ensuring our workforce is aligned with our strategic objectives. Mr. Munzurul’s dedication to nurturing a diverse and inclusive workplace has been instrumental in creating a harmonious and high-performing team.
Let’s learn about his journey.
The InCAP: Mr. Munzurul Islam Moon, please share your professional and academic peregrination for our readers!
Mr. Munzurul Islam Moon: Firstly, thank you! I have completed my graduation in Business Administration, major in Accounting from the University of Information Technology and I have completed Post Graduation from Northern University Bangladesh major in HRM. I was actively involved with social activities and professional clubs during my university years.
After my graduation, I did my internship at Exim Bank after that, I joined Enroute Management Consulting as a Talent Acquisition Officer. I worked for Enroute from 2012 to 2016 and within this time period I was involved in multiple management projects like;
- British American Tobacco (RRO & RAO – 31 Grade, Project) as a Project supervisor
- British American Tobacco (Territory Officer – 32 Grade, Project) as a Project Coordinator
- Trust Bank project Management Trainee Officer (MTO) as a Team Member
- Trust Bank Project Junior Officer (JO) as a Project supervisor
- Trust Bank Project Trainee Assistant Cash Officer (TACO) as a Project supervisor
- Trust Bank Project Trainee Assistant Cash Officer (TACO) as a Project Coordinator
- Trust Bank Project Management Trainee Officer (MTO) as a Project Coordinator
Currently, I’m working with SERVIQ BPO Limited as a Head of HR Business and staffing.
Can you describe your approach to talent acquisition and retention strategies within the BPO industry, and how it has evolved over the years?
Talent acquisition and retention are critical aspects of success in the Business Process Outsourcing (BPO) industry. The BPO industry has evolved significantly over the years, and so have the strategies for attracting and retaining talent. Here’s an overview of the approach to talent acquisition and retention in the BPO industry and how it has evolved:
1. Traditional Approach (Early 2000s – Mid-2010s):
Cost-Centric Model: In the early days, BPOs primarily focused on cost savings, which often translated into offering competitive salaries but limited opportunities for career growth.
High Turnover: High attrition rates were common due to repetitive tasks, limited skill development, and minimal focus on employee engagement.
Recruitment: Hiring was often high-volume, with an emphasis on specific skill sets and minimal investment in training.
2. Evolution Towards Skill-Based Hiring (The mid-2010s – Late 2010s):
Skill Diversification: BPOs started diversifying their services beyond voice-based operations, requiring specialized skills in areas like IT, analytics, and digital marketing.
Talent Segmentation: BPOs began segmenting their workforce into specialized teams, allowing for more focused training and career progression.
Emphasis on Soft Skills: Beyond technical skills, companies began valuing soft skills like communication, problem-solving, and adaptability.
3. Modern Approach (Late 2010s – Present):
Talent Development: BPOs invest more in training and development, offering skill enhancement programs, certifications, and career progression pathways.
Employee Engagement: Companies now prioritize employee engagement through activities, recognition programs, and a better work-life balance.
Technology Integration: Automation and AI have become integral, leading to a demand for tech-savvy talent capable of managing and optimizing automated processes.
Work-from-Home: The COVID-19 pandemic accelerated the adoption of remote work, allowing BPOs to tap into a wider talent pool globally.
Data-Driven HR: Utilizing data analytics to predict and address attrition and engagement issues has become common.
4. Future Trends (Beyond 2021):
Hybrid Work Models: A mix of office and remote work is expected to continue, giving employees more flexibility.
AI and Automation: BPOs will need talent with skills in managing and enhancing automated processes, as well as in developing AI-driven solutions.
Upgrading Soft Skills: Communication, emotional intelligence, and cultural adaptability will remain essential as customer interactions become more complex.
Sustainability: Companies may place greater emphasis on sustainability initiatives to attract and retain talent who prioritize environmental and social responsibility.
In summary, talent acquisition and retention strategies in the BPO industry have evolved from a cost-centric model to a more balanced approach that values skill development, employee engagement, and technology integration. The industry will continue to adapt to changing workforce dynamics and technological advancements to remain competitive in the future.
How do you ensure a diverse and inclusive workforce in your organization, and what initiatives have you implemented to promote diversity?
I follow some general strategies and initiatives at the organization which are implemented to ensure a diverse and inclusive workforce. Promoting diversity and inclusion is essential for fostering creativity, innovation, and a positive workplace culture. Here are some ways I’m following the organization can work towards this goal:
- Leadership Commitment
- Diversity Training
- Diverse Recruitment
- Inclusive Job Descriptions
- Inclusive Benefits
- Anti-discrimination Policies
- Pay Equity Analysis
- Community Engagement
Mr. Munzurul, Could you share an example of a challenging staffing issue you’ve encountered in the past and how you successfully resolved it?
The biggest challenge any HR professional goes through is, sourcing the right talent from the market within a very short deadline, especially if you are working in an HR Consulting firm as a headhunter. I have worked for in a C-suite position for one of my clients and the deadline was only 2 days to submit the candidate’s profile. Started sourcing very actively and trying to understand the requirements, and finding the right fit are some of the challenges I have faced. My passion for recruitment and my understanding of a healthy talent pipeline helped me to close the C-suite position successfully. I have been awarded by the client for this recruitment support.
How do you stay up-to-date with industry trends and best practices in HR and staffing to keep your strategies relevant and competitive?
Staying up-to-date is the most important thing with industry trends and best practices in HR and staffing is crucial to remain competitive and relevant in the field. Here are some strategies to help me stay up-to-date with the industry trends.
- Professional Associations
- Online Forums and Communities
- Industry knowledge and trends
- Social Media
- Market/Industry Mapping
What was your first job in life? How much was your first salary? What did you do with the first paycheck?
I started my career as an Officer, Talent Research at enroute management consulting (emc) and my first salary was 8K. When I got my first pay cheque, I was so happy and I spent most of the amount on shopping and the rest on the treat to friends and colleagues.
Mr. Munzurul Islam Moon, please say something to the readers!
Hello, dear readers! I want to share a few words with you.
Life is a beautiful journey filled with endless opportunities for growth, learning, and exploration. Embrace each day with an open heart and a curious mind. Challenge yourself to discover new passions, connect with people from all walks of life, and make a positive impact on the world around you.
Remember that setbacks and challenges are a natural part of life’s tapestry. They provide us with the chance to learn, adapt, and become stronger. Don’t be afraid to chase your dreams and pursue your goals with determination and resilience.
In this ever-changing world, it’s essential to stay informed, be kind to one another, and foster empathy and understanding. Together, we can create a brighter, more inclusive future for all.
Quick Chat With Munzurul Islam Moon
The most outstanding achievement of your life as of now:
Best employee of the year 2022
The greatest philosopher in your view:
Prophet Muhammad (SAW).
Name the most influential books you have read:
The Holy Quran.
Your greatest fear:
The age is on the rise day by day.
You in only three words:
Professionalism, Learning and Respect.
- Hard Skills: Sound Computer Knowledge, Headhunting, Talent Sourcing, Business Development, Communication and Negotiation
- Soft Skills: Always Positive Attitude, Leadership, Time Management, Problem Solving, Adaptability, Quick Learner, Think Out of the Box
The InCAP: Thank you, Mr. Munzurul Islam Moon! It’s a glittering conversation with you!
Mr. Munzurul Islam Moon: My pleasure! Wish you all the best! Thank you.
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