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Question: You are a HR Manager for a bank. You have been asked to Manage the development and delivery of HR services in one area. Complete the tasks using information gathered from your own research and knowledge you have obtained during your study. Outline your ideas in a report to submit to your trainer/ assessor via negotiated method. Answer: 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 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 companys 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. Banks 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 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). 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 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 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 measurement of profitability and alpha returns (Berman et al. 2012). 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. 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 clients 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. 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: https://www.boq.com.au/ [Accessed 21 Nov. 2017]. 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