Vendor/Client Partnership at Work

Triple Canopy, a provider of security and mission support services to government agencies, multinational corporations and non-governmental organizations worldwide, has experienced significant employee growth in the last five years. As soon as the growth became visible, the company engaged Helios HR to help define its human resource technology system requirements.

Scott Wilson, former senior vice president of human resources for Triple Canopy, wanted to help his organization document HR business processes, coach executives, identify new human resource information system (HRIS) platforms, manage exit interviews, conduct organizational assessments, enhance leadership development and identify key talent. All of this required a close working partnership.

“I value consultants who learn the organization, listen to key stakeholders and proactively help me think through increasingly complex challenges that face my business,” Wilson said. “With tight financial constraints and multiple priorities, I measure value in terms of impact for my budget dollar.”

That impact is financially justified when consultants deliver a reality check on current processes, protocols and procedures, and provide candid feedback immune to internal politics. Helios also provided business expertise, mitigating the need to hire specialists. This ensures Triple Canopy grows talent focused on strategic imperatives rather than specialized functions that may result in higher operating expenses.

“With a knowledge and understanding of my company’s culture, successful consultants shape the talent strategy by helping to synthesize innovations into future realities,” Wilson said. “Vital contributions to my company’s success are made through a combination of executive sponsorship, development of trust and the ability to recommend solutions on how to manage change. Consultants must have executive sponsorship so that employees understand the significance of an initiative to the future of the business.”

Helios did that by leveraging business process mapping to recommend an appropriate human resource management system (HRMS) for the organization as it evolves. It helped identify current state versus future state functionality, and recommended a group of vendors that could help Triple Canopy implement an HRMS and offered to facilitate the selection process. Helios also will be available to provide project implementation support.

“Our clients frequently tell us that one of the many benefits of working with external consultants is that we bring a fresh perspective,” said Kathy Albarado, president and CEO of Helios HR. “Using external consultants allows an organization to incorporate processes and practices they may not have otherwise considered.”

To ensure the relationship is mutually effective, Helios has a specific position within the organization — a managing director — act as an additional client contact at the corporate level. Managing directors meet with consulting team members weekly to review each project and also meet with executives from the client organization on a regular basis to ensure ongoing client satisfaction.

“Building a partnership between an executive and a consultant is fundamental to the success of the relationship,” Wilson said. “Both parties must trust and respect each other, learn how to manage opinions and prepare to reconcile differences.

“Senior executives must believe in the mission of a consulting engagement and champion the cause. The consultant and the executive must agree on engagement objectives and deliverables. Gaining executive buy-in on the selection of a particular consultant is important to ensure an investment in the engagement outcomes and the success of a consultant. Once buy-in is established, a professional relationship between an executive and a consultant will serve to further engagement outcomes.”

Ladan Nikravan is an associate editor of Talent Management magazine. She can be reached at lnikravan@talentmgt.com.