University of Technology, Jamaica

School of Business Administration

Human Resource Management Project
HRM3002/HRM4001
Semester 1 2021/2022
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IPEX Global Services Ltd. (IGSL) is a Business Process Outsourcing (BPO) company with
headquarters in Miami, USA. BPO companies specialize in back and front office services on
behalf of clients in many areas including: banking, telecommunication, eRetail, technological
support. IGSL will offer eRetail sales and technological support services for smart devices
including computer, tablets, and smart phones. IGSL opened its first Jamaican operations in New
Kingston, Jamaica in January 2017 and plans to expand additional locations in Portmore and
Montego Bay. Plans to expand in Jamaica is expected to increase market share and provide
other benefits for IGSL and the Jamaica economy. The benefits for IGSL include Jamaica’s close
proximity to the USA, a large population of English speakers; lower overhead cost than the US,
similarity in the time zones and business hours; quick and reliable direct flights to Jamaica and
North American cities. According to the Jamaica News, by 2022 the BPO sector will generate
revenue of US$900 million dollars and will employ over 500,000 young professionals. Jamaica’s
economy will benefit significantly from foreign direct investment and increase employment
rates.

The Mission Statement of IPEX Global Services Ltd. (IGSL) is to serve global customers
offering state of the art technological support by highly skilled customer service professionals
providing the highest quality differentiated customer support services to meet the demands of
clients while achieving a profitable and secure return for investors and business growth.

This Vision is to become the market leader in BPO (Business process outsourcing) services in
the world. The world class service will be delivered, creating the ultimate customer experience.

IGSL will require 5,000 new employees for the Portmore branch which is expected to be opened
by December 2021. The General Manager, Lameisha McIntosh is responsible for operations and
human resources. IGSL will be recruiting 200 Customer Service Agents (CSAs), 10 Support
Staff by October 2021. The CSAs will be required to answer incoming calls from customers
who want to place orders, respond to inquiries, manage complaints, troubleshoot significant
customer service problems, and provide general information. He/she will be a member of the

Lena Davis (Ms.)– Lecturer/Module Coordinator, School of Semester 1 2021/22

Business Administration
primary contact team for consumers interested in the products offered by the organization and
will be responsible for assisting them in completing purchases online and over the phone. They
will also inform customers of the product features and demonstrate a professional company
image through voice, online and social media interactions.

The General Manager is overwhelmed with the human resource duties and responsibilities and is
considering to hire a Human Resource Manager to manage the entire HR office. She has drafted
a job description and requires assistance to complete the process.

REQUIREMENTS FOR THE PROJECT (5-6) MEMBERS IN EACH GROUP).

You are hired as the HRM consultant by IPEX Global Services Ltd. (IGSL) to complete the
following task: (Be guided by lectures/textbook and o*net):

1. Review the job description and specification for the Human Resource Manager position
drafted by the General Manager. (See JD & JD below)
 Insert the missing sections, then prepare a completed document for consideration.
 Discuss the importance of a job description and job specification
 Describe the process that will be used to complete the job description and job
specification to the IPEX Global Services Ltd. (IGSL) management team.

2. Describe the recruitment process that will be used to attract persons for the position of
Human Resource Manager.
 Prepare an advertisement for the Human Resource Manager position based on the
job description and job specification information completed in question #1.
 State the medium that will be used to advertise the positions
 and share how HRIS can be incorporated in the process.

3. Describe the selection and testing process that will be used for selecting and ultimately
hiring the best candidates for the HRM position.
 Outline the selection and testing techniques that will be appropriate for each of the
positions with justifications.
 Prepare six (6) structured interview questions (2 situational, 2 behavioural and 2 job-
related) on an interview sheet with the expected responses and the possible responses
for the questions.
 Add the new employees to the Orange HR System after the hiring process

Lena Davis (Ms.)– Lecturer/Module Coordinator, School of Semester 1 2021/22

Business Administration
4. The nature of CSR jobs can be very demanding and often times lead to complaints of
stress in the workplace. The matter is exacerbated with the presence of the COVID 19
pandemic.

 Recommend four (4) strategies and may be implemented by the employee and four
(4) by IGSL to manage stress in workplace.
 Describe four (4) practical measures that could be implemented to resolve computer-
related ergonomic problems.

NOTES:
• The project should be completed in accordance with APA 6th edition format.
• Projects should be submitted with the Declaration of Authorship Form AND the
peer evaluation form. Five marks will be deducted for each form that is not
submitted with the project.
• Marks will be allocated for individual contribution, based on the feedback from
the peer evaluation forms.
• See rubric below for the allocation of all marks. Be guided accordingly.

Lena Davis (Ms.)– Lecturer/Module Coordinator, School of Semester 1 2021/22

Business Administration
 IPEX Global Services Ltd.

Human Resource Manager Job Description

Sup ervisory Res pons ibil itie s:
 Recruits, interviews, hires, and trains new staff in the department.
 Oversees the daily workflow of the department.
 Provides constructive and timely performance evaluations.
 Handles discipline and termination of employees in accordance with company policy.

D utie s/Res pons ibil itie s:

 Partners with the leadership team to understand and execute the organization’s human
resource and talent strategy particularly as it relates to current and future talent needs,
recruiting, retention, and succession planning.
 Provides support and guidance to HR generalists, management, and other staff when
complex, specialized, and sensitive questions and issues arise; may be required to
administer and execute routine tasks in delicate circumstances such as providing
reasonable accommodations, investigating allegations of wrongdoing, and terminations.
 Manages the talent acquisition process, which may include recruitment, interviewing, and
hiring of qualified job applicants, particularly for managerial, exempt, and professional
roles; collaborates with departmental managers to understand skills and competencies
required for openings.
 Analyzes trends in compensation and benefits; researches and proposes competitive base
and incentive pay programs to ensure the organization attracts and retains top talent.
 Creates learning and development programs and initiatives that provide internal
development opportunities for employees.
 Oversees employee disciplinary meetings, terminations, and investigations.
 Maintains compliance with federal, state, and local employment laws and regulations,
and recommended best practices; reviews policies and practices to maintain compliance.
 Maintains knowledge of trends, best practices, regulatory changes, and new technologies
in human resources, talent management, and employment law.
 Performs other duties as assigned.

Re quired Skil ls/A bilities :

 Excellent verbal and written communication skills.
 Excellent interpersonal, negotiation, and conflict resolution skills.
 Excellent organizational skills and attention to detail.
 Strong analytical and problem-solving skills.
 Ability to prioritize tasks and to delegate them when appropriate.

Lena Davis (Ms.)– Lecturer/Module Coordinator, School of Semester 1 2021/22

Business Administration
 Ability to act with integrity, professionalism, and confidentiality.
 Thorough knowledge of employment-related laws and regulations.
 Proficient with Microsoft Office Suite or related software.
 Proficiency with or the ability to quickly learn the organization’s HRIS and talent
management systems.

Lena Davis (Ms.)– Lecturer/Module Coordinator, School of Semester 1 2021/22

Business Administration