SLA-based HR operations

For our client operating in the aviation industry, we operate a fully outsourced, SLA-based HR operations service that covers the administrative support of the employee lifecycle from contracting to data management. The service affects more than 7000 employees in 17 countries, including office, cabin crew, and pilot staff alike, in an extremely dynamically changing, highly regulated environment. Nordconn ensures the management of the entire HR operation with a dedicated 10-person HR Process Expert team in a service-based cooperation.

The basis of the operation is an SLA-based, data-driven measurement system, which we defined jointly with the client. Through Power BI-based reports, we provide real-time transparency on the workload, turnaround time, and quality of processes at team, individual, and country levels. By harmonizing communication channels and introducing the ticketing system, a predictable, transparent workflow was created, which not only increases efficiency but also supports decision-making and the objective evaluation of the performance of external providers.

Ensuring compliance receives a prominent focus: every case and employee matter is handled along a uniform set of rules, minimizing human and financial risks. The team handles complex, country-specific legal and operational expectations on a daily basis, while continuously adapting to organizational, personnel, and IT system changes for years now, with an SLA average of 98%.