Customer Satisfaction & NPS: What’s behind the numbers?

Customer Satisfaction & NPS: What’s behind the numbers?

Why do we ask for customer feedback?  When Neil Wilson and I formed Stanton House 10 years ago, it was driven by a passion to deliver an exceptional customer experience. We both recognised that our industry does not consistently achieve this, particularly when it comes to supporting professionals looking to change jobs, and we saw a real opportunity to set ourselves apart. We appreciate that moving jobs (be that permanent or interim) or more acutely, finding a job when you are out of work, is a life defining experience. We believe that the right job can transform a person's life for the better. It is after all, how we derive purpose in our lives, pay for the roof over our heads and support our loved ones.  So, we set out to ensure that, regardless of the outcome of a job application (which despite best efforts cannot be guaranteed) we would 100% commit to treating all our customers with courtesy and respect. We would differentiate ourselves by delivering value and creating an exceptional customer experience – every time.  That is a pretty high bar, and we don’t always reach it. But we do measure it. We believe getting customer feedback, at crucial touchpoints in the customer journey, is vital for us to learn, improve and foster long-term partnerships.  How do we ask for customer feedback? We ask our customers for feedback with questions that are contextual to specific interactions. For example, after we have met with a client, after we have registered a candidate, after a candidate has interviewed for a job, and so on. We have six customer journeys which elicit a request for feedback. What’s more, this is a continual, automated process. It doesn’t just come down to a one-off monthly, or annual survey that we send out.  What specifically do we measure? Answers to our customer feedback questions are used to measure our Customer Satisfaction (CSAT) and our Net Promotor Score (NPS).  1. CSAT – Are our customers happy?  Our CSAT score tracks how satisfied clients and candidates are with our service and is calculated using the answers to multiple questions about their experience with us, at different stages of the recruitment process. Customer feedback survey results are averaged out to give a % score over a period of time. 100% being total satisfaction and 0% being total customer dissatisfaction.  When it comes to the answers that we count towards our CSAT score we set an incredibly high bar at Stanton House.  Answer options to customer satisfaction questions are graded one to four: 1 = Poor level of satisfaction 2 = Good level of satisfaction 3 = Exceptional level of satisfaction 4 = The best customer experience of that nature that the customer has ever had with a recruitment company We only count answers 3 or 4 towards our CSAT score!  2. NPS – would our customers recommend us? Our NPS score tracks client and candidate experience and is calculated using the answer to this one question: ‘On a scale of 0-10, how likely is it that you would recommend us to friends or colleagues?’ Respondents are grouped as follows:  Promoters (score 9-10) Passives (score 7-8) Detractors (score 0-6) Subtracting the percentage of Detractors from the percentage of Promoters yields our Net Promoter Score, which can range from a low of -100% (if every customer is a Detractor) to a high of +100% (if every customer is a Promoter).  So, getting a high NPS is not easy as Passives are excluded from the calculation! How do we score? Over the last month, we have sent out over 400 requests for customer feedback and our customers have given Stanton House an overall Customer Satisfaction Score of 79% and an overall Net Promotor Score of 71%. CSAT & NPS (Overall): CSAT & NPS (Client v’s Candidate): To put this into context, research by Clearly Rated calculates that the average NPS scores given to staffing firms by their candidate and clients are 18% and 28%, respectively.  Source: Cleary Rated  Source: Cleary Rated  Global NPS standards classify 50% NPS as excellent and 70% NPS as world-class, so anything over 50% indicates exceptionally high levels of client or candidate satisfaction. Needless to say, we are incredibly proud of these scores which put us in the ‘world-class’ category and, when looking at the chart below, puts us on par with some of the most recognisable service leader brands in other industries:  Published NPS scores for brands across industries: What's behind the numbers? Clients scored us highest for having researched them and their business, having a very strong understanding of their business goals and for sharing insight which gave them genuine pause for thought. Candidates scored us highest for the exceptional interview preparation, feedback, support, and guidance they received. We are so proud of our people for doing such a professional job! Here's just a small sample of the overwhelmingly positive feedback we received last month: “Stanton house is the only recruitment company I have dealt with in the 10 years since my return to the UK where applicant is treated as a valuable commodity equitable to the company seeking staff, Quality delivers quality. Rosie was outstanding, friendly warm and considerate in the unprecedented times we have had during this last 18 months.” “Minesh negotiated a good rate for me initially while keeping it low enough to make my application the most competitive. The time sheet, approval and payment process has been perfectly smooth and on time throughout the contract.  This is much better than some agencies with a complicated process and a failure pay until chased by me. Thank you to everyone at Stanton House for an outstandingly good contract from beginning to end.” “I find Kieran Adie to be an excellent communicator and so he's been a pleasure to deal with. Kieran kept me updated via emails, text messages and phone calls so I was never left in the dark for a moment. He managed to discuss his role with me, get my CV to the client, secure two interviews and (very nearly now!) have an offer made to me. All within 48 hours. An amazing performance!” “Elle was a pleasure to work with. What really differentiated her from other recruiters was the genuine personal interest in my career aspirations, only putting forward roles that were suitable for my skill-set and clearly having done her research into the ins/outs of each position which was extremely helpful in making application decisions.” I’d like to say a massive thank you to our client and candidate customers, for trusting to find you a great job or to find and hire top talent. We are thrilled and privileged to work with you all and thanks so much for taking the time to share your feedback. It means the world to all of us at Stanton House.   Do you have some feedback? If you have any feedback, especially on how we could improve, I would love to hear it. Please do get in touch. 

Is there light at the end of the jobs market tunnel for grads?

Is there light at the end of the jobs market tunnel for grads?

2020 was undoubtedly the worst year ever to be a student. This year, the UK press continues to report, almost daily, about the on-going challenges graduates face and how they will struggle to find a job in the post-covid jobs market. Indeed, the latest UK monthly unemployment figures show young people and graduates have been hardest hit by the economic fallout from the pandemic. Figures show, more than half of the people who lost their employment, were under 25. They represent a group that is not protected by the furlough scheme and over the last year, it would seem, many have found themselves falling through a gap, unable to get onto a graduate scheme or secure an internship. However, experts now say that the UK is poised for an economic revival this summer and I would like to report a different story, one in line with the predicted revival; One of hope for the graduates of 2021. New hope for the class of 2021 Companies are starting to hire again. We are one of them! We are a great business; we offer people incredible opportunities, and we never struggle to hire the people we want to hire - until now. Over recent weeks, we have met some amazing 'soon to be' graduates (you know who you are!). These highly talented individuals with so much to offer the world, are in huge demand. Each one of these great people has received multiple job offers. Companies are even making offers over the weekend to secure them and in short – they are being snapped up!  Of course, there will continue to be rigour around the interview process. 2021 Grads, you'll have to present your best self throughout, be diligent in your research of companies, consider how you present in a virtual interview environment and so on. So, to all of you reading the news and thinking that your future career prospects are limited, don't sit back and accept it. Get yourselves out there. There are great companies (like us) looking for great people (like you!). Why we value Interns & why they value working for us We have had fantastic outcomes as a result of providing opportunities to interns and take great care to ensure our intern programmes are set up in an inclusive and structured way. One of our Senior Consultants worked with us as an intern for a year, prior to joining us immediately upon graduation. Not only did our company benefit from the energy and new perspective brought to us but we were able to offer a career to someone that we knew, trusted and who knew and trusted us. We haven't looked back.  We currently have an intern programme running in APAC and have employed interns in both Hong Kong and Singapore. Both are adding immediate value and are learning first-hand about business in an incredibly complex market. “As a second-year student trying to figure out what I want to do in the future, I like talking to Investment Banking Analysts to learn more about their experiences and what they like/don't like about their job. I really like the work I do at Stanton House - there isn't really a dull moment. I love the culture; I ask for help when I'm not too sure about something and feel really supported. The favourite thing I'm doing is the cryptocurrency research for an insight paper I'm working on. I am really enjoying learning about this new area and I'm hoping to interview some people in the industry soon.” Celanie Peng, Student at the University of California “There’s are lots of great things about working as an intern for Stanton House. First is the open working culture. I love how I am able to freely share my thoughts and opinions to my colleagues on certain work-related matters. This has helped to facilitate greater communication within the team as well as promote effective learning for me. Second is the flat hierarchy. I am given autonomy by my manager in the decision-making process. This has allowed me to gain a greater understanding of the business through active participation. And finally, there’s plenty of goal setting. I am able to discuss my goals with my manager openly. This is important to me in terms of helping progress my career.” Joel Chan, Student at Singapore Management University We look for individuals with exceptional people skills, who care passionately about the customer experience and who’s behaviours and ways of working align with our core values of Integrity, Energy and Ambition. A hard work ethos is also essential! We bring our values into everything that we do, and these values paired with our inclusive culture, dedication to learning and collaborative environment make Stanton House a fantastic place to work. We provide exceptional training, guidance, support and access to a prestigious network of industry experts - we see the importance of investing in our staff and you will be surrounded by colleagues that have been in your shoes.  Intern at Stanton House We have a current opportunity, for an intern based in the UK, to work in our People team. You will support our internal HR and Talent Acquisition specialist to identify potential new talent for Stanton House as well as to support with introductory level HR work.  Get in touch If you’re on the hunt for an HR internship and you would like to learn more about this opportunity, please contact Meg Appleby,, 0779 590 9781.


2021 IIM Interim Management Survey

Add your voice to market leading research Throughout these times of great change, we remain committed to sharing meaningful market insight and expertise.  We’d like to encourage our Interim network to participate in this year’s Institute of Interim Management (IIM) Survey, which provides comprehensive insight into the UK executive interim market. We believe this research to be invaluable in benchmarking the significant economic and interim management industry impacts caused by Brexit, IR35 and Covid-19.To add your voice to the survey please click here. Survey closes on the 31st May 2021. 

The importance of resilience in the world of work

Supporting your workforce to become more resilient: 7 top tips

As we start to emerge from a third national lockdown in the UK, being and becoming more resilient, both in our personal and professional lives, continues to be vitally important. There can be no doubt that there is still a tremendous amount of change for any individual to come to terms with right now. Those who are more resilient in character will be better able to cope with pressure and move forward through adversity, perhaps even to flourish through it. Read on to discover expert insight from our Chief People Officer, Caroline Lansbury, on the importance of supporting your workforce to become more resilient as well as her 7 resilience building tips.  The importance of resilience  At the individual level, there are of course, real health and wellness benefits of being resilient and in these times, we need to build resilience in ourselves quickly and in spades! People who develop resilience are better able to face disappointment, learn from failure, cope with loss and adapt to change. They report better physical and emotional wellbeing, which generally results in greater optimism; an attribute that is needed in the current climate more than ever before.These are life changing abilities that can change the trajectory of our lives and careers. So much so, that teaching resilience to young children has become a huge topic within education, with much focus on the development of ‘growth mindsets’ i.e. children with the emotional capacity to fail, learn and move on. The same parallels can be made in adulthood and the role of employers can take by supporting their staff to become more resilient. There are also huge benefits to be gained at the team and organisational level. The ability or inability of the workforce to be resilient, learn from failure and adapt to change in times of crisis, directly impacts an organisation’s productivity, survival and growth.I have no doubt that there will be many businesses that will emerge from this pandemic with more resilience and it will be those individuals, teams and leaders who have embraced and adapted to change quickly that will have made the difference. Employers are starting to invest in resilience coaching As the benefits of resilience in the workplace come to the fore, more and more forward thinking employers are starting to invest in resilience coaching and equipping their leaders with the skills and knowledge to share and build resilience in their teams.The comfort blanket of knowing what today, tomorrow or next week will look like has been ripped from people’s shoulders and for many younger generations this is the first global crisis they have faced. As a result, everyone is realising just how important people’s ability to cope with all this change is, both to an individual’s mental health and to an organisation’s ability to adapt and keep moving forward.We are all learning to work in an increasingly complex, uncertain and ambiguous world but good business leaders will be taking decisive action, focusing on what they can influence and not worrying about what they can’t. They will also be endeavoring to provide their teams with the opportunities, knowledge and tools to foster positivity. Many are doing this with formal resilience coaching. I feel passionately that a coaching approach most effectively supports individuals and teams to achieve beyond their perceived limitations. Coaching helps individuals and teams to be creative, to identify opportunities, to consider all options available and most importantly, it generates greater awareness and responsibility in the individual or group, which enhances the commitment needed to make lasting change happen. It also improves self-confidence and self-esteem. It helps the stuck get unstuck! True coaching improves employee and organisational resiliency and effectiveness during change.Leaders who coach; increasing the emotional resilience of those they manage in the process, might alter the trajectory of their employee’s lives as well as fortify productivity and business continuity in times of crisis. Surely that’s something well worth pursuing. 7 resilience building tips1. Build healthy habits into your routines. Remember that resilience is not about 'getting back to where you were before'. In the current climate, resilience is more about being flexible in our lives, thoughts and emotions and learning in order to adapt and find meaning in the new landscape. Identify the healthy habits that support your capacity for greater emotional resilience and build them into your routines. 2. Be clear on your personal values. Your core value are your NorthStar, your guiding light for decision making. Be clear on your personal values and your purpose. Regardless of the current situation, these can support your ability for clear decision making and provide a sense of fulfilment.3. Notice what you notice. Are you stuck or becoming despondent when something feels too daunting? Every journey starts with a first step. Coaches support their teams to consider what the change is that will make the most significant difference to a situation. Frequently, this is the smallest shift in thinking or approach.4. Be kind to yourself. We are all in the process of accepting what has changed for us, some of the change can bring out big emotions including sadness, fear or anger. This is normal, it’s how quickly we can accept the change and adapt that counts! Consider how you best manage your emotions and try not to let the amygdala hijack happen notice what you notice. Do you want to have the thoughts and feelings that you do? If the answer is no, the amygdala might be in control.5. Focus on what you can influence. You will have new choices you will develop new behaviours. Find out what works, reflect on the positive and learn from the hurdles. Make stress your friend to change the way that your body responds to it. Remember that its ok to fail so long as you learn and grow.6. Know where you sit on the Change Curve (Kubler Ross). This is a useful way to identify where you might be stuck and to move to a more positive, future focussed place by design. Do you have lots of change curves overlaid on top of one another that would benefit from being identified to make them more manageable? The complex and high-volume nature of the change that we are experiencing now can create even greater confusion. As a coaching leader, to help individuals to shine a light on these layers and separate them out to then become manageable, will pay dividends.7. Build healthy habits into your routines. If you are having a large ‘stress bucket’ kind of a day - share your resilience with your team! The feelings that are most transformative are usually the ones that people avoid the most - are you providing opportunities to put your teams outside of their comfort zone - are you enabling or stifling personal growth? The best leaders lead by example but also trust, empower, challenge and feedback they coach. Seek out coaching support personally and provide it generously where you are able. Support your workforce to become more resilient, download our full insight paper to learn more.   Download

My Stanton House Story: Meg Appleby


CELEBRATING 10 YEARS CREATING EXCEPTIONAL EXPERIENCESTo celebrate Stanton House’s ten-year anniversary we have profiled the unique journeys of some of our employees. Every one of their personal successes is an accomplishment for our whole business and we want to celebrate these. The My Stanton House Story blog series looks at what they’ve learned, why they love what they do and how they have progressed their careers.  FORGING A PEOPLE FOCUSSED CAREER    Opportunity knocks  After graduating with a Business & HR Management degree and following a gap year, where I travelled to see Europe and South East Asia, I wanted to relocate from Leeds to London to kick start my HR career. My boyfriend’s boss happened to live next door to Stanton House’s Co-Founder, Nick Eaves and opportunity quite literally came knocking! Stanton House was looking for an Administrator to help with office management, Compliance and HR admin. I had three interviews lined up, but I instantly clicked with everyone I met from Stanton House. People were so welcoming, and it really felt (and still does feel) like a family. I really bought into the company Purpose and Values and the growth plans for the business sounded super exciting! I knew it was the company for me. I took the plunge, moved to London and joined Stanton House in 2016.  Taking on a specialist role After two years in the role of Administrator, I knew I wanted to pursue my “people” career and become more of a specialist. When a position came up to take on our internal recruitment, I knew I couldn’t let the opportunity pass me by. Stanton House gave me the opportunity to give it a shot and another two years and a promotion later, I am now responsible for both our internal recruitment and our HR function globally. For me, there’s nothing more rewarding than hiring someone and watching them become a Stanton House super star! My specialist HR expertise has grown beyond anything I could have imagined. Right from the start the leaders at Stanton House have supported my ambitions and have helped me reach my professional goals. I’ve been supported to study my CIPD and have been lucky enough to have benefited from the broad range of training and development courses which are available to all employees including people management, public speaking and developing emotional resilience. A challenging year I think the most challenging thing about working in HR is keeping a balance between proactive and reactive work. Unsurprisingly, over the last 12 months I have had to be incredibly reactive to market / pandemic conditions and the impacts to our working environment. That said, one of the things I love about working for a small business is that you generally have more interaction with the Senior Leadership Team. The impacts to our working lives, caused by the pandemic, have given me more opportunity than usual to become a trusted advisor to this group. I have gained confidence by being thrown in the deep end and I have felt more than ever that we are “one team”. I’ve definitely been pushed out of my comfort zone over the last 12 months, and I have learned a lot about the importance of self-belief. I’m hugely appreciative of the variety working here brings - it’s super-fast paced, there’s always something to celebrate and no two days are the same! Looking to the future  As we slowly start to emerge from the third national lockdown in the UK and as the vaccine programme makes good progress there’s a sense of hope and optimism in the air. Although countries around the world still have economic challenges ahead, we remain positive about the prospects for new opportunities this year. In fact, we are busy strengthening our specialist recruitment teams across the globe and right now I’m hiring for a number of internal roles! We’re hiring right now We truly care about our employees and do everything we can to provide the tools and environment for great people to be exceptional recruiters. I would describe the culture here as “challenging”, “nurturing” and “rewarding”. If you want to discover for yourself what it means to work at Stanton House, take a look at our Glassdoor page and contact me directly to discuss any of our live vacancies: Senior Recruitment Consultant - Technology – SingaporeRecruitment Consultant - Accountancy & Finance – LondonRecruitment Consultant - Change & Transformation – LondonRecruitment Consultant - Cyber Security – LondonResearcher - Senior Appointments – LondonGraduate / Junior Recruitment Consultant - London or ReadingLearning and Development Partner – London  To start your journey with us and to find out about the current opportunities we have available please contact Meg Appleby,, 0779 590 9781.

Stanton House has been shortlisted for this year’s Recruiter Awards

Stanton House shortlisted for Recruiter Awards!

Stanton House has been shortlisted for this year’s Recruiter Awards! We are incredibly proud to announce that we’ve been shortlisted for the 2021 Recruiter Awards in the category for Best Candidate Care. The Recruiter Awards Best Candidate Care category identifies recruitment agencies with outstanding creativity, effectiveness and responsiveness, market insight, innovation and service in providing exemplary care and treatment of candidates. Stanton House was founded in 2010 to transform the reputation of the recruitment industry by placing the customer at the forefront of every process and interaction. A decade on, our Purpose of creating exceptional customer experiences remains central to all that we do. We call all individuals who we meet and work with (either as a candidate or client) our “Customers” and our commitment to building long-term relationships absolutely applies to our candidates. We have purposefully set out to create a culture where we offer a thoughtful, considerate and value-add experience to our candidates - a commitment that has become second nature, is engrained in our operating model and is embraced by our support colleagues as well as our fee earners. Learn more about our commitment to our customers and share you experience with our Chief Customer Officer here.

Is gender imbalance in the world of tech worsening?

Is gender imbalance in the world of tech worsening?

A little over a year ago, I joined Stanton House as a recruiting expert in Technology and Transformation, covering the Asia Pacific region. Now as International Women’s Day approaches once more, I’ve been reflecting on how different the world is one year on and just how much has changed for us all. There can be no doubt that the impact of Covid-19, on both our day-to-day and working lives, has been vast! We’ve all had to adapt to social distancing, increased isolation and remote working. At one point or another many of us have also had to juggle parenting, home schooling or caring for elderly or vulnerable friends and relatives. What’s more, as buyers and consumers our expectations and habits have evolved. We now need and want to buy, access and consume more products and services on-line. Organisations have responded to our changing habits by rapidly adopting new technology and embracing digital transformation. However, when it comes to the impact of Covid-19 on our professional careers, the positives and negatives have not always been equally bestowed.  Covid-19 has adversely impacted women’s careers, more so than men  Research shows that Covid-19 has disproportionality, negatively affected working women, who have seemingly been juggling more while working from home. The report COVID-19 and gender equality: Countering the regressive effects, from McKinsey Global Institute, estimates that women make up almost two-fifths of the global labour force but have suffered more than half of total job losses from the crisis. That’s left them 1.8 times more vulnerable to the pandemic’s impact than men. One reason for this is that the virus has incombered more women than men with the burden of unpaid care (of children and elderly relatives) which has been disproportionately taken by women. Furthermore, women are also disproportionately represented in industries that are expected to decline the most. Industries such as retail and services such as arts, recreation and public administration. So, when it comes to male dominated professions and sectors (such as technology) these negative impacts to women, only serve to compound the disparities already present between genders. It could therefore be said that the gender gap is widening at an alarmingly fast rate in the world of tech.  Senior women in tech are still the minority  Although more and more senior women in technology are being elevated and celebrated across the world – they remain very much in the minority. Whitney Wolfe Herd, Founder and CEO of Bumble, the dating site that is famous for its female-focused algorithm, made global headlines recently. The 31-year-old joined a small list of self-made female billionaires that have founded tech companies to IPO and are among the world’s 500 richest. Interestingly most of these female billionaires (71%) reside in Asia.  However, according to the Bloomberg Billionaires Index, these women still only account for less than 5% of the world’s 500 biggest fortunes. Self-made men comprise almost two-thirds of the wealth index. In the Asia Pacific region, where I represent technology leaders, inequalities have been acknowledged but there’s still much to be done. According to a McKinsey & Co report about 43% of entry-level positions in Asian companies are occupied by women, but at the C-suite and senior-management levels, this drops to 25% in Singapore and as low as 4% in Japan. This represents a huge amount of untapped talent! Closing the gender gap is more important than ever In a time where Covid-19 has left many countries facing huge economic challenges, it’s clear that urgent action is needed by both policy makers and employers to close the gender gap. The World Economic Forum’s Global Gender Gap Report 2020 shows that reducing gender inequality boosts an economy’s growth, competitiveness and readiness for the future. What could be more compelling in today’s climate? Luckily, organisations in my current home county of Singapore, are making strides to add more women to their senior management teams. Employers who understand the competitive advantage they stand to gain by having more diversity in their workforce, are actively pursuing and embedding more inclusive talent attraction and retention strategies.  In Singapore, senior women in tech have a prominent platform with some excellent examples of women leading the way. The Singapore 100 Women In Tech Awards shone a bright light on some of the amazing achievements of female CEOs. Many of these senior women represent fast growth tech/product companies while others have recently taken on technical leadership positions within traditional financial institutions. As a woman who recruits senior experts in technology, I feel the energy and camaraderie between women who genuinely want to help each other and elevate each other’s careers. While the push for greater diversity and inclusion in the workplace, in Asia is still behind many other parts of the world, the drive for change is constant. Women here often pave the way for themselves with the great support of those around them. I’m passionate about helping individuals from all backgrounds further their careers in tech and although more women are starting to make their mark, there is still more work to be done. It’s now up to employers to take more action and showcase their commitment to women across their business. How can we help? If you are job searching in these difficult times, and potentially interviewing from home, there are lots of things we can help you with to prepare. We have plenty of career advice guides we can share with you. Everything from CV tips, to developing your personal online brand and video interviewing advice. If you would like any of our career advice guides, or want to discuss any of our current interim or permanent Technology opportunities in APAC, please do not hesitate to get in touch. 

Asia Pacific: Technology Recruiting Trends 2021 Download

Asia Pacific: Technology Recruiting Trends 2021 Download

Download your copy of our insight paper  2020 may be behind us, but the impact of Covid-19 has left many countries now facing huge economic challenges and long roads to recovery. Organisations across Hong Kong and Singapore have reacted to the pandemic and its ensuing challenges, with unprecedented speed. The pandemic has forced innovation, new ways of working and triggered digital transformations that would have previously taken years to implement.Digital transformation initiatives are now so widespread across all industries that the tech talent market is growing and fast becoming more competitive. There is an increasing need, not just for digital skills, but for senior professionals, who can facilitate transformative change alongside the complexities of remote project delivery.So, what roles, expertise and skills do employers need and want from technology professionals this year?    Download our insight paper to learn: Why Asia Pacific is set to bounce back to economic health more quicklyHow the pandemic has led to increased digital transformationWhy technology start ups are becoming more attractive to local candidatesWhat expertise and skills employers need from technology professionalsThe top 10 tech jobs, in demand, for 2021   Download

Asia Pacific: Cyber Security Recruiting Trends 2021

Asia Pacific Recruiting Trends 2021 Cyber Security

The risks have never been greater, or the stakes higher We have all become accustomed to working in an uncertain landscape surrounded by political, economic, social and technological change, which creates both new challenges and opportunities. But, when it comes to ensuring that critical data remains out of the wrong hands, the risks have never been greater or the stakes higher. Cyberattacks are on the rise and becoming ever more sophisticated, while security teams are under increasing pressure to remain operationally effective in the ‘new norm’ and demonstrate value for money. Last year, the World Economic Forum’s research on Covid19 related risks, stated that after economic and geopolitical risks, the top technical risk would be cyberattacks on remote workers. As readers will no doubt know, remote working increases the risk of cyberattacks as hackers target people’s increased use and dependence on digital tools, data sharing and communication. Cybercriminals have seen these risk factors, which they have and will continue to exploit. “Hacking and phishing attacks are likely become the new norm for many companies for months and years to come…even as the virus infection rate begins to recede.” The World Economic ForumAmid the disruption caused by the pandemic, there’s certainly been no shortage of news headlines detailing examples where hackers have seized upon the opportunity to steal sensitive personal or company information from remote workers.What’s more, in recent months, cyber criminals have preyed upon people’s fears and desperation to receive a vaccination. As vaccines have been announced, the world has seen increased phishing schemes or malware disguises, designed to dupe people into parting with their sensitive personal data -opening them up to cyberattack.  The forced ‘working from home experiment’ has also meant that the use of cloud-based services looks set to remain prevalent this year. Organisations will want to securely maintain business continuity in a remote working environment and evolve their online service / product offerings to accommodate changing consumer habits.As such, the imperative to maintain privacy and data loss prevention will mean more budget diverted to security measures and this will only increase the demand for Cyber Security expertise, across the globe. A truly borderless, global talent pool emerges A positive outcome from the pandemic is that remote working has become completely normalised and the many benefits have been realised by both employees and employers alike. As a result, many employers now don’t shortlist against a specific location but will consider Cyber Security candidates from a wider pool of talent, from across a country, continent or indeed the globe. As one senior technology leader put it, “I think we've all been in recruiting situations where you find the most amazing potential hire. Then we discover they're geographically undesirable because they can't come in for whatever reason - suddenly we've opened up the entire globe for our talent so long as they have good Internet connection.” Dan Crisp, Senior Technology Leader In a world where cyberattacks are on the rise, and where Cyber Security skills are in short supply, this is indeed a welcomed consequence. A focus on Asia Pacific  Asia Pacific (APAC) is an ideal environment for cyber criminals to thrive in due to high digital connectivity, contrasted with low cybersecurity awareness, growing cross-border data transfers and weak regulations. This lack of transparency leads to an inaccurate perception that the APAC cyber threat level is lower than other regions around the world. According to management consultancy firm Oliver Wyman, “The potential of cyber threat exposure is disproportionally large compared to the amount of investment in cyber security or risk management strategies. Companies need to start treating cyber risk as an enterprise-wide risk by applying a comprehensive risk management framework and upgrading capabilities. The reality is that many APAC organisations lack the structure, processes or culture necessary for this.” Although increased remote working, the rapid transition to cloud-based services and the adoption of new digital and mobile technology has resulted in increased risk across APAC - this has not translated (yet) to sufficient investments in Cyber Security by corporations. This lack of investment is prevalent across technology, talent and process. What’s more, according to the Thales Data Threat Report 2020, 45% of all APAC corporate data is already stored in the cloud. 42% of that data is sensitive information and only 52% of that is sensitive information is actually encrypted. This suggests that there is plenty more scope, for many more businesses across the region, to transition to cloud-based services. Unfortunately, as they do, it also seems that more than half of their sensitive corporate data will be not have the necessary security defenses in place. In APAC at least, we appear to be on the cusp of what we hope will be a boom in demand for Cyber Security professionals.  A company can have the best technology, cybersecurity policies, governance structures and processes in place - but without the people, with the requisite skills to execute the job, gaping holes will continue to exist in their cyber defense. So, what are the Cyber Security skills in demand this year?    Cyber Security skills in demand The two most in demand skills are Cloud Security and Application Development Security - both involve proactively building secure systems from the start rather than responding to attacks. According to Burning Glass technologies demand for these skills over the next five years is projected to grow, 115% and 164%, respectively.  As previously noted, in a bid to grow faster and become more efficient, organisations across APAC are continuing to invest in digital transformation programmes which include the transition to cloud-based services. As such, organisations across APAC will inevitably have to start focusing more on the areas that will support their digital transformation to multi cloud adoption, including: Access Management, Data Loss Prevention, Cloud Security and Information Security. These are all areas of expertise we see employers needing and wanting more of this year. What’s more, professionals with regulatory knowledge, related to local and regional GRC policy, will command a premium.In order to better service customers, organisations are also focussed on the rapid development of application software. However, when it comes to application development and security, there is a clear clash of priorities. The notion of fast application development is completely at odds with the discipline of ensuring code is secure. On the one hand, developers want to create new apps fast and deploy them quickly. On the other, security teams can be seen to slow down innovation over concerns that attackers are looking for weak points in the code. As such, the area of DevSecOps, where security is built into the software development lifecycle, has started to evolve to ensure businesses can overcome these conflicts quickly. These experts help shift security further ‘to-the-left’ by helping design secure code to begin with, rather than focusing on post-deployment scanning and remediation. Security professionals with DevSecOps expertise are in very high demand and candidates with a software background (who might be able to rewrite their own changes or contribute to secure architecture) will be highly sought after. In addition to technical expertise, soft skills have taken a stronger focus when it comes to hiring decisions. No matter the level of seniority, the ability of a candidate to be able to communicate technical information whilst conveying the risks, in layman’s terms, should not be underestimated. Ultimately, it’s important to remember that the security skills employers need and want can change and evolve very quickly. Only a couple of years ago, the areas of Cloud Security and Application Development Security were still very much in the shadows. So, when it comes to the security expertise of the future – do you have a view of what’s around the corner?  Top Cyber Security jobs 2021 Here’s our list of the top five Security skillsets, we foresee in APAC, for 2021:  1.   Application Security Engineers / Architects (DevSecOps)  2.   Cloud Security Engineers / Architects 3.   Red Team Specialists  4.   Identity & Access Management Specialists (Including Privileged Access)  5.   Cyber Threat Intelligence & Malware Analysis  How can we help? From our established offices in Hong Kong, Singapore, US and the UK we deliver Cyber Security recruitment solutions, across APAC, North America and EMEA. We help organisations find exceptional permanent and contract security talent from across the globe. Our joined up international teams offer deep technical and local market expertise. If you are job searching in these difficult times, and potentially interviewing from home, there are lots of things we can help you with to prepare. We have plenty of career advice guides we can share with you. Everything from CV tips, to developing your personal online brand and video interviewing advice. If you would like any of our career advice guides, or want to speak with a Digital Transformation / Technology recruiting expert in Asia, please do not hesitate to get in touch. 

Asia Pacific: Cyber Security Recruiting Trends Download 2021

Asia Pacific: Cyber Recruiting Trends 2021 Download

Download your copy of our insight paper  We have all become accustomed to working in an uncertain landscape surrounded by political, economic, social and technological change, which creates both new challenges and opportunities. But, when it comes to ensuring that critical data remains out of the wrong hands, the risks have never been greater or the stakes higher. Cyberattacks are on the rise and becoming ever more sophisticated, while security teams are under increasing pressure to remain operationally effective in the ‘new norm’ and demonstrate value for money.As such, the imperative to maintain privacy and data loss prevention will mean more budget diverted to security measures and this will only increase the demand for Cyber Security expertise, across the globe. So, what roles, expertise and skills do employers need and want from cyber security professionals this year?    Download our insight paper to learn: How remote working has created a borderless, global talent poolWhy APAC is an ideal environment for cyber criminalsWhat expertise and skills employers need from cyber security professionals The top 5 cyber security jobs, in demand, for 2021  Download

Asia Pacific: Technology Recruiting Trends 2021

Asia Pacific: Technology Recruiting Trends 2021

Anticipated economic boom  2020 may be behind us, but the impact of Covid-19 has left many countries now facing huge economic challenges and long roads to recovery - which may take years or even decades. That said, economies and sectors which have been more resilient to the impacts and better able to withstand, or even benefit from the volatility, are now poised to rebound more quickly than others. The Asia Pacific region is one such example. In fact, the region looks set to resume its trajectory as a global growth hotspot in 2021. According to the IMF World Economic Outlook, the region will grow by 6.9% this year. By comparison, 2021 global growth is projected at 5.2 percent. So, why is Asia Pacific set to bounce back to economic health more quickly? Multi-speed recovery  The first thing to say is that although the region is starting to recover, it is happening at multiple speeds. The outlook varies by country depending on Covid-19 infection rates, containment measures and the scale and effectiveness of policy implementation. Economic activity is beginning to revive, starting with China. China’s growth has recently received a boost from infrastructure, real estate investment and a surge in exports, mainly of medical and protective equipment, as well as work-from-home-related electronics. The economic contraction in the rest of Asia also appears to have bottomed out and it’s the economies with the lowest infection rates that are seeing the biggest pickups in activity. A focus on Hong Kong & Singapore  Digital Transformation and the Digital Economy Organisations across Hong Kong and Singapore have reacted to the pandemic and its ensuing challenges, with unprecedented speed. The pandemic has forced innovation, new ways of working and triggered digital transformations that would have previously taken years to implement. However, it is not only the speed of technology adoption but also the scale, that is having such a positive impact on these economies. To remain competitive and customer centric, most businesses are rapidly transforming and importantly their consumers are receptive and ready for the change. We are seeing this across a range of industry sectors including Financial Services, Retail and E-Commerce, Government, Telecommunications and Healthcare. In fact, digital transformation initiatives are now so widespread across all industries that the tech talent market is growing and fast becoming more competitive. There is an increasing need, not just for technical skills, but for senior professionals, who can facilitate transformative change alongside the complexities of remote project delivery. So, who’s hiring tech professionals this year? Enterprise hiring   Due to Covid-19, many global organisations with headquarters outside of Asia (mostly in the US or Europe) have put their proactive growth plans in Asia on hold, in order to concentrate on their home markets. Consequently, hiring within many of these businesses has significantly slowed, if not completely frozen. Positively however, local enterprises with headquarters in Hong Kong or Singapore or international businesses with existing Asian headquarters have ramped up their hiring of tech talent dramatically. Some of these businesses are now building out entire new divisions or business units from the leadership level, right down to the team of engineers to accelerate new product build or rapid digitisation. As such, we are finding that VP or Director level and below, within engineering, is in highest demand - whereas requirements for the most senior top-level technical executives has decreased somewhat for now. The Singapore government continues to incentivise international businesses to open innovation centres in Singapore which will further drive demand for specialist niche talent in areas such as Artificial Intelligence, 5g, Innovation and Design & Engineering. The likes of Dyson, Rakuten, Goldman Sachs and Twitter are examples of companies with such innovation hubs. Furthermore, some of China's biggest technology firms have expanded their operations to Singapore, a direct result of the rising tensions between the US and China in 2020. Tencent and Alibaba both moved their Asian headquarters to the city state and TikTok owner ByteDance is reported to be investing billions of dollars. Considered neutral territory, with an advanced financial and legal system, Singapore has good ties to both the US and China. Now it's firmly on the radar of Chinese technology companies and increased demand for tech talent will surely follow. The number of global firms with offices in Hong Kong has fallen for the first time in eleven years, particularly within the financial sector due to concerns over the City’s political situation. According to the American Chamber of Commerce in Singapore survey, 23% of companies with offices in Hong Kong were considering a move, with nine out of 10 looking to move Singapore. Concerns around data privacy saw the tech giant Tik Tok, for example, withdraw from Hong Kong. The fear is that other technology firms may also follow, relocating their cloud and data systems to different hubs across Asia. Yet despite all of these concerns, there is no evidence of the ‘mass exodus’ which was suggested could happen. In fact, Hong Kong’s IPO market is expecting to hit a considerable high according to PwC, with a predicted 170 IPOs in 2021, which could mean regaining its top position for most funds raised among global fundraising markets. Start-ups In recent years, technology start-ups have become more attractive to local candidates who have been allured by the ability to make an impact, the fast pace and the possibilities of stock options. That said, many start-ups in 2020 lost the investor funding they were reliant on and froze all hiring very soon after the pandemic first hit. The outlook this year is optimistic however, and hiring is once again on the rise. Unsurprisingly, many candidates are showing a preference for start-ups and greenfield initiatives which are backed or spun off from well-established enterprises or with committed institutional funding. These types of options are becoming increasingly more common with venture projects being set up across the region from the likes of Standard Chartered with SC Ventures, BCG Digital Ventures, Temasek and their spin off tech businesses. Another example is HSBC, who have fully subsided at least two start-ups in Hong Kong who specialise in building and decentralising online trading platforms, utilising blockchain technology.  We have also seen tech professionals become far more open to considering opportunities in well-funded and fast growth start-ups in the Crypto currency and blockchain industries where the funding has been high and the technology is (often) more advanced than in large corporate institutions. As leading global financial centres, the rapid expansion of Fintech and Insurtech companies, often backed by large banks, in Hong Kong and Singapore will continue. As will the growth and increased prevalence of challenger banks, established by prevailing technology businesses including Grab, SEA and Alibaba. As a result, we will no doubt see increased demand for Leadership hiring, Data Science, Data Engineering, Mobile Engineering and Full Stack development roles for tech start-ups in 2021.  Local investment & skills shortages There is clearly a growing prevalence of investment and therefore the potential for increased hiring in home-grown businesses. For example, the Monetary Authority of Singapore (MAS), recently announced the much-anticipated list of winners for their FinTech Awards. Winners were awarded subsidies and selected on their solutions that address the challenges faced by the financial industry due to the pandemic and climate change. This focus on home grown start-up investment goes hand in hand with the strong sentiment change towards foreign labour and the heavy push on hiring local talent, particularly in Singapore. There are numerous government funded incentives which encourage employers to take on local tech talent as well as training programmes and schemes which urge individuals to learn in-demand tech skills. However, this drive to ensure the balance of expat and local is leading to significant tech talent shortages in many areas. In a bid to overcome these skills shortages and to ensure employers still have access to top international tech talent and consulting expertise, the Singapore government has issued a new work permit called Tech.Pass. Its aim is to attract highly accomplished technology entrepreneurs, experts and business leaders, however it does nothing to help ease the lower-level tech talent shortages.  Contract versus permanent hiring  Global organisations such as banks and insurance firms are now relying far more heavily on contractors to carry out critical projects and technical initiatives than they were a year ago. Before the pandemic, the number of contingent workers employed by companies in Asia was around 26%. That number is expected to rise significantly post pandemic. We’ve definitely seen this shift as employers have increasingly sought fast, cost effective, high quality solutions with reduced risk – an imperative in these uncertain times. There has been an increase in lower-level contract roles available in the market due to skill shortages at the hands-on technical level. However, these are difficult to fill and although professionals are more open to contract roles in Hong Kong - local candidates in Singapore prefer to take on more secure permanent work as job security remains a top priority. As such, candidate salary expectations have increased, and they typically push for a 15-20% increase on base salary when considering new permanent opportunities. Employers too have become more risk adverse due to pandemic / market conditions. Decision-making for permanent hires has become far more stringent with a focus on quality and cultural fit, with more layers of approval throughout the recruitment process. However, candidates are quickly becoming disillusioned where the process has more than four or five stages and employers risk missing out on hard-to-find tech talent.  Technology skills in demand   So, what are the top tech trends for Hong Kong and Singapore this year? And what expertise, roles and skills do employers need and want? The top technological trends which will drive digital transformation in 2021 include cloud-based services, artificial intelligence & automation, internet of things, cryptocurrency and blockchain. However, the use of cloud systems looks set to remain the most prevalent trend, even as day-to-day life begins to open up again. As we have quickly transitioned to remote working, online shopping, digital healthcare and more, skills in cloud-based services such as AWS, Google Cloud and Azure, have and will continue to be of critical importance. Technology professionals that have the skills to seamlessly deploy cloud-based services will be required to ensure business continuity and productivity. This shift towards more cloud-based services is also increasing the need for cyber security expertise as the number of cyber hacks are dramatically increasing around the world. Technical skills in demand and where talent shortages prevail include software engineering, front-end mobile engineering, 5G network engineering, DevOps/SRE, blockchain expertise, cryptocurrency expertise, data & analytics and solution architects. Tech professionals with any of these skills and expertise will be highly sought after this year. Finally, while finding the right balance between technical and soft skills will always be essential, employers are going further in these times of uncertainty, to ensure that digital transformation and digital native companies are a success. Companies are increasingly assessing and hiring professionals with the right competencies and mindset for change. These desired capabilities include communication skills, emotional intelligence, resilience and adaptability.  Top tech jobs 2021  1.   Full Stack Engineers  2.   Data Scientists / Engineers  3.   Software Development Leaders  4.   Mobile Development Leaders  5.   Cloud Architects / Engineers  6.   Machine Learning / AI Specialists  7.   DevOps Specialists  8.   Blockchain Developers / Architects  9.   Cryptocurrency Developers / Architects 10.  Site Reliability Engineering (SRE) Experts How can we help? If you are job searching in these difficult times, and potentially interviewing from home, there are lots of things we can help you with to prepare. We have plenty of career advice guides we can share with you. Everything from CV tips, to developing your personal online brand and video interviewing advice. If you would like any of our career advice guides, or want to speak with a Digital Transformation / Technology recruiting expert in Asia, please do not hesitate to get in touch. 

Business Transformation Recruiting Trends 2021

Business Transformation Recruiting Trends 2021 Paper

Download your copy of our insight paper  Businesses have been transformed one way or another by the disruption of Covid19 and transformation professionals will have had varying challenges and priorities to contend with over the last year, depending on the industry sector they operate in.These challenges have triggered the acceleration of digital transformation projects and compounded the need for senior professionals who can facilitate transformative change, alongside the complexities of a remote working environment.So, as transformation teams re-set priorities amidst ongoing economic uncertainty in 2021 – what roles, expertise and skills do employers need and want from senior transformation professionals this year?    Download our insight paper to learn: How IR35 is impacting the contractor market The impacts of Brexit on access to the flexible labour market What expertise and skills employers need from transformation professionals The top 10 senior transformation jobs, in demand, for 2021  Who’s hiring permanent & interim transformation professionals  Download

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