6. ICICI OneSource: Managing Growth

Top three reasons for joining Score Relative Industry Ranks Industry Average Good work environment 70.5 4 44.9 HIgh growth opportunity 59.1 5 51.8 Salary is good 56.8 7 45 Top three reasons for leaving Score Relative Industry Ranks Industry Average For higher education 77.3 1 42 Salary 70.5 3 39.7 Illness 59.1 3 27.2 Top three reasons for stress Score Relative Industry Ranks Industry Average All volume/Number of calls 52.3 1 24.8 Repetitive nature of work 47.7 1 31 Long working hours 47.7 2 23.9 Top three illnesses Score Relative Industry Ranks Industry Average Sleeping disorders 47.7 5 39.5 Digestive system related disorder 38.6 6 34.1 Eye sight problem 25 3 18.8

Strongly Agree Rank This company lives up to the promises,it made in its advertisement 56.8 7 I would definitely recommend this company to a close friend of mine 68.2 11 I get a sense of great professional and personal accomplishment from the work I do here 59.1 12 The culture of the company is such that it creates a very positive work environment 70.5 8

Very high satisfaction with training, significant satisfaction with the appraisal system and a high sense of job security

High levels of work related stress and ailments. Employee dissatisfaction on the compensation package

For this Mumbai-based provider of financial services transaction and contact services, it was a year of unfettered growth and dealing with the problems associated with it. The company with its three delivery centers in Bangalore and Mumbai nearly tripled its workforce since its acquisition of Customer Asset in May last year.

Like in most organizations where headcount growth is exponential, company culture was one area that was seriously challenged. Employees felt crowded out and experienced a lack of empowerment. This showed up in low scores in statements like “I feel my opinion matters in this company”, “I have the freedom to make decision on my own relating to my work” and “I am encouraged to take risk in my work”. This resulted in a low overall satisfaction rank at #10.

However, the company’s relative strengths seem to revolve around its training (rank #2), appraisal systems (rank #5), job content and growth (rank #6) and people (rank #7). A good 77% of the employees said they were happy with the number of days and quality of the training. Employees were also largely satisfied with the company’s leadership and peers. They, however, had some issues with their immediate managers with only 61% of employees saying that their immediate manager genuinely cared about their professional and personal growth.

But the really good news for the company was the fact that almost 89% of its employees felt pride in saying that they worked for the company. Three fourths of them felt secure in their jobs–amongst the highest percentage in the industry. A similar proportion said they had fun at work and hence looked forward to a long-term career in the company. Also, 47% of all ICICI OneSource employees surveyed named it as their dream company (ranked 11th).

Problem areas for the company included serious dissatisfaction on their compensation (rank #13). Only 36% of ICICI OneSource employees said that they were paid at par with industry standards with just a slightly higher percentage also satisfied with salary hikes. Another key area of worry–70% of employees felt high levels of stress.