BSBHRM501 - Report: Strategic Management of HR Services at Bank of Q

This report, prepared as part of a BSBHRM501 assignment, provides a comprehensive overview of managing human resource services, focusing on the context of the Bank of Queensland. The report explores the delivery of HR client and recruitment services, emphasizing the bank's strategic and operational plans for developing and managing its human resources. It delves into the external business environment, analyzing factors such as political, economic, social, and technological influences. The report further examines ways of managing diversity in the workplace, client needs assessment forms, and the requirements of relevant legislations. It covers service agreements, action plan development, quality assurance standards, and methods for calculating the return on investment (ROI). Additionally, the report includes a survey to collect client feedback and concludes with a summary of key findings, highlighting the importance of strategic HR management for organizational success. The report showcases the importance of strategic HR management, including recruitment, training, and financial planning, while assessing the external business environment using PESTLE analysis. It also emphasizes the significance of client needs assessment and legislative compliance in the context of service delivery.

Running head: BSBHRM501 - MANAGE HUMAN RESOURCE SERVICES
BSBHRM501 - Manage human resource services
Name of student
Name of University
Author note

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BSBHRM501 - MANAGE HUMAN RESOURCE SERVICES
Table of Contents
Introduction......................................................................................................................................3
Delivery of HR client services or recruitment services...................................................................3
Bank’s strategic and operational plans to develop and manage human resources services............4
External business environment........................................................................................................5
Ways of managing diversity at the workplace.................................................................................6
Client needs assessment form to the line managers.........................................................................6
Requirements of legislations............................................................................................................6
Service agreement for delivery of human resources........................................................................7
Development of an action plan........................................................................................................7
Development of quality assurance standards...................................................................................8
Ways of calculating the ROI............................................................................................................8
Survey to collect feedbacks from the clients...................................................................................9
Conclusion.....................................................................................................................................10
References......................................................................................................................................11

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Introduction
I have been appointed as the HR manager for managing the development, production and
delivery of HR services by obtaining relevant research knowledge and information. The delivery
of client or recruitment services will be selected by providing a particular service area along with
the various kinds of services that are needed to be delivered for understanding the aims,
objectives and purpose of the chosen service area. The strategic and operational plans are utilized
for developing and managing the human resources (Berman et al. 2012). The eternal business
environment will be analysed to determining the impact of human resources management and
how it can result in ensuring successful business functioning. The various ways or approaches
are used to manage diversity. The assessment of needs of clients is developed for distributing to
the line managers and understanding the needs of the chosen HR service area. The service
agreement for the management and delivery of human resources will be assessed here too for
developing a strategic plan and implement the HR services with ease and effectiveness
(Boq.com.au 2017).
Delivery of HR client services or recruitment services
The Bank of Queensland is a retail bank in Australia that provides good quality financial
services all over Australia in various branches. The level of customer satisfaction is high and so,
it is considered as one of the major retail banks in Australia that provides the best quality
financial services and ensures that the requirements and needs of the customers are satisfied.
Bank of Queensland is a major established organisation that performs well within the
competitive banking industry (Canas and Sondak, 2013). It has a diverse workforce with more
than 2500 branches that has allowed ample scopes and opportunities to advance in the career and

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gain personal development. There are various areas where the bank has provided its financial
services including the client services and recruitment services. The recruitment services include
management of branch network including customer service, branch manager and financial
planning. The accounts management, banking and financial services are offered by the
organization along with general administration services and management of treasury and
inventories properly (Claus Wehner, Giardini and Kabst 2012).
The other services of recruitment included the ability to generate advertisements and job
vacancy ads on newspaper and internet for attracting more individuals and making them
habituated within the company’s surroundings (Boq.com.au 2017). Training and developmental
sessions provided to them would also help in enhancing their skills, knowledge and expertise
level, furthermore allowed them to enhance their potential work performance and bring out
positive outcomes for the organization. The HR recruitment services also include hiring a HR
personnel for motivating and encouraging the employees to perform better and handle their roles
and responsibilities properly to achieve the desired set of outcomes (Cook, Faulconbridge and
Muzio 2012). The area is chosen because it can not only help in enhancing the workforce
potential, but will also lead to higher production and better customers’ services.
Bank’s strategic and operational plans to develop and manage human resources services
The strategic and operational plans are developed to manage changes within the financial
sector as well as resolve issues like inaccurate rules and regulations, manage technological
innovation and prevent discrimination too. The employee relations and changing business
conditions are linked to form the perfect strategic plan and implement a suitable focus strategy
for managing the industrial relations, communication, training and development. The

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remuneration policies and procedures would help in moving towards a market driven
organisation consisting of a suitable culture and utilizing the resources effectively than the cost.
The company has been committed to the executive team to deliver the best strategies and check
out the financial performance to ensure that the delivery of strategic and operational plans can
add value for the shareholders or investors (Dhamija 2012). The other strategic and operational
plans include multi channel optimization, risk or return balance, delivering operational
excellence and managing the talent, ability and culture to position brand and differentiate its
products and services properly.
External business environment
The external environment is assessed with the help of PEST analysis, which determines
the political factors, economic factors, social, technological, legal and environmental factors
impacting the business. The Governmental activities support the business functioning while the
legislations and Acts have encouraged competition to provide customers with more options.
The economic factors include the purchasing power f the clients, level of consumption,
power of making purchases and developing a proper strategic plan. This would help in
monitoring the economic variables that are used to deal with a sensitive market effort (Eva et al.
2014).
The social factors include change in demographics, culture, buying behaviours and
lifestyle of the consumers along with values and beliefs maintained for successful business
functioning. The technological factors include use of internet as an effective marketing tool to
leverage the market opportunities and deliver better customers’ services for gaining better
customer satisfaction and higher profit level (Kapse, Patil and Patil 2012).

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Ways of managing diversity at the workplace
There are various ways or approaches to manage diversity within the workplace. The
personnel policies and procedures are used properly to enhance the performance of employee
and manage tenure of the employees, maintain a proper and ethical background and manage
equality within the workplace. By making the policies and procedures placed appropriately, the
diversity measures could be implemented as well. Based on the qualifications and level of
expertise achieved by the company, there should be ratings to manage diversity properly. Teams
should be formed and the skills of the most qualified employees should be managed for
encouraging diversity and prevent discrimination (Melanthiou, Pavlou and Constantinou 2015).
Meetings could be arranged for the encouragement of discussions and manage workplace
diversity.
Client needs assessment form to the line managers
The line managers have the roles and responsibilities to enable higher level management
and adopt various roles, tasks and expectations to make changes and necessary improvements.
The line managers act as intermediaries between the manager and the employees of Bank of
Queensland. The client needs assessment form is provided to the line manager for understanding
both the employee and client needs and manage the human resources accordingly for the
fulfillment of customers’ needs and preferences and ensuring customer satisfaction too (Rehman
2012).
Requirements of legislations
The Equality Act is a legislation that aims to provide equal opportunities to every people
during the processes of recruitment and selection. This has prevented any sort of discrimination

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within the workplace and ensured that every workers are paid equally and additional wages paid
shall be dependent upon their level of knowledge and expertise. The Equality & Human Rights
Commission or EHRC should support the Equal opportunities commission and enforce
legislations of equality based on gender, race, religion, ethnicity and status. This would enable
social changes and undertake legal action whenever required. The National Minimum wage act is
another legislation that enables individuals to obtain wages according to the working hours
(Singh, Winkel and Selvarajan 2013).
Service agreement for delivery of human resources
The service level agreement consists of the scopes of delivering services, tasks to be
completed and both qualitative and quantitative measures. The monitoring and evaluation
processes are other components of the service level agreement that cover most the effective
functions required to meet the demands and requirements of clients. The clients’ responsibilities
are to meet the HR team to discuss the issues and respond to requests for information,
furthermore manage the financial costs that are related to the Human resource activities,
advertisements and promotions and assessment tools (Swart and Kinnie 2013).
Development of an action plan
The action or strategic plan is developed for the administering of policies and procedures,
manage stand alone programs to manage the personnel properly, furthermore help in achieving
the strategic goals and objectives with ease. The strategic plan implemented by Bank of
Queensland would also help in integrating the HRM training and developmental programs with
the mission and values of the organization. This would also enable the line managers to share
joint responsibilities in the various areas of hiring and management, furthermore contribute to the

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profit objectives and goals (Uen et al. 2012). The action plan would facilitate the staffing
process, implement basic workplace policies, mange the benefits and compensation, enable
training and development and finally attract and retain new and existing worker to perform to
their potential within the organisation.
Development of quality assurance standards
The quality assurance standards are developed to prevent any issues and deliver solutions
to the customers that are of good qualities and can keep the customers satisfied. According to
ISO 9000, the management of quality focuses on providing enough skills to the workers to meet
the requirements of managing quality and ensure that the customers are kept satisfied as a whole.
If the quality assurance standards are not met, it would be essential for the HR manager of Bank
of Queensland to recruit the most efficient staffs who possess enough skills and knowledge to
contribute to the organisational excellence (Wetherly and Otter 2014). It would further make the
company achieve higher level of profit and gain competitive advantage in business too.
Ways of calculating the ROI
The return on investment or ROI is calculated by finding the difference between gain
from investments and cost of investments and then dividing it by cost of investment. The
calculation of net present value or NPV and rate of return can also find out the return on
investments to attempt for the measurement of profitability and alpha returns (Berman et al.
2012).

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Survey to collect feedbacks from the clients
A survey is conducted to obtain the feedbacks and responses of the clients of Bank of
Queensland, Australia.
Few questions are:
Are you satisfied with the kinds of services provided by Bank of Queensland, Australia?
Yes, the services are satisfactory and have fulfilled our needs and requirements.
Do you believe that the bank has gained enough profit based on the investments that have
been made?
The bank has gained proper amount of return on investments and is quite competitive within the
banking industry as well
What are approaches undertaken by the organisation to manage the human resources
properly?
The action and strategic HRM plans are developed to focus on the goals and objectives and
manage the human resources properly to achieve the desired outcomes
What is the requirement of legislations and service level agreement plan?
The legislations, policies and procedures made the company maintain the values, ethics and
beliefs properly while the service level agreement helped in fulfilling the clients’ responsibilities
and at the same time mange the financial resources.

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Conclusion
HR recruitment services included the designing of the training programs, managing the
manpower and posts, developing the employment programs and analyzing the inventories of
manpower, furthermore making sure that the most skilled and knowledgeable workers were
recruited within the company. The financial planning was done properly while the risk
management and audit had also been done for enhancing the marketing techniques, management
public relations, and communication procedures with ease and efficacy. The strategic and
operational plans were composed to enhance the financial performance and manage the human
resources at the same time with efficiency. The external business environment was assessed with
the help of PESTLE framework. From the report, it could be understood that assessment of
client’s needs and legislations were important for ensuring successful service level agreement for
the delivery of HR services. Lastly, the a survey was conducted to analyse the feedbacks
provided by clients and net present value was calculated to determine the return on investments.

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References
Berman, E.M., Bowman, J.S., West, J.P. and Van Wart, M.R., 2012. Human resource
management in public service: Paradoxes, processes, and problems. Sage.
Boq.com.au. (2017). BOQ - love BOQ for Personal Banking, Business Banking, Home Loans,
Term Deposits and Online Banking. [online] Available at: http://www.boq.com.au/ [Accessed 21
Nov. 2017].
Canas, K. and Sondak, H., 2013. Opportunities and challenges of workplace diversity. Pearson
Higher Ed.
Claus Wehner, M., Giardini, A. and Kabst, R., 2012. Graduates' reactions to recruitment process
outsourcing: A scenario‐based study. Human Resource Management, 51(4), pp.601-623.
Cook, A.C., Faulconbridge, J.R. and Muzio, D., 2012. London's legal elite: recruitment through
cultural capital and the reproduction of social exclusivity in City professional service
fields. Environment and Planning A, 44(7), pp.1744-1762.
Dhamija, P., 2012. E-recruitment: a roadmap towards e-human resource
management. Researchers World, 3(3), p.33.
Eva, M., Hindle, K., Paul, D., Rollaston, C. and Tudor, D., 2014. Business analysis. BCS.
Kapse, A.S., Patil, V.S. and Patil, N.V., 2012. E-recruitment. International Journal of
Engineering and Advanced Technology, 1(4), pp.82-86.
Melanthiou, Y., Pavlou, F. and Constantinou, E., 2015. The use of social network sites as an e-
recruitment tool. Journal of Transnational Management, 20(1), pp.31-49.

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Rehman, S., 2012. A study of public sector organizations with respect to recruitment, job
satisfaction and retention. Global Business and Management Research, 4(1), p.76.
Singh, B., Winkel, D.E. and Selvarajan, T.T., 2013. Managing diversity at work: Does
psychological safety hold the key to racial differences in employee performance?. Journal of
Occupational and Organizational Psychology, 86(2), pp.242-263.
Swart, J. and Kinnie, N., 2013. Managing multidimensional knowledge assets: HR
configurations in professional service firms. Human Resource Management Journal, 23(2),
pp.160-179.
Uen, J.F., Ahlstrom, D., Chen, S.Y. and Tseng, P.W., 2012. Increasing HR's strategic
participation: The effect of HR service quality and contribution expectations. Human Resource
Management, 51(1), pp.3-23.
Wetherly, P. and Otter, D. eds., 2014. The business environment: themes and issues in a
globalizing world. Oxford University Press.