Transforming INGO Operations in Cox’s Bazar: The Power of HR Outsourcing

In crisis zones like the Rohingya refugee camp in Cox’s Bazar, where humanitarian challenges converge with the urgent need for effective operational strategies, the potential of HR outsourcing is considered a transformative force for International Non-Governmental Organizations (INGOs). 

In this case study, as an HR outsourcing service provider organization, we have taken the initiative to share our experience of teaming up with IOM (International Organization for Migration) in a humanitarian journey to cater to the Rohingya camp in the heart of Cox’s Bazar, Bangladesh.  

As IOM was all set to deal with the complexities of providing aid to one of the world’s largest refugee populations, traditional HR functions became cumbersome and resource-draining. Here, we came into the picture to streamline IOM’s HR operations through the best practice of personalized HR service designed for INGOs. Ultimately, as IOM outsourced specialized HR service, they got to enhance their focus on core mission objectives without facing unwanted interruptions.

For those who have little knowledge of IOM, here you go with a brief idea about this INGO and its operation in Cox’s Bazar.  

International Organization for Migration (IOM)

International Organization for Migration (IOM) is the leading inter-governmental organization dedicated to promoting humane and orderly migration. Since 1951, it has been a key player in global migration issues, with a presence in over 100 countries and 590 offices worldwide.

In Cox’s Bazar, Bangladesh, IOM has played a critical role in providing humanitarian assistance to nearly one million Rohingya refugees displaced from Myanmar since 2017. In 2024, as the crisis continues, IOM’s efforts have expanded to include sustainable solutions, addressing the safety, dignity, and well-being of both the refugee population and the host communities impacted by the refugee influx.

IOM implements a range of humanitarian assistance, community stabilization, and migration management initiatives in Bangladesh in cooperation with the government, humanitarian partners, and local communities. IOM engages the services of approximately 1500 personnel, both national and international, to assist in delivering its operations and activities. 

To begin with the main case study, we will discuss the Hr functions and operations IOM outsourced from us – 

HR Functions and Operations Outsourced

In partnership with Enroute International Limited, IOM outsourced several essential HR functions to ensure the timely and effective deployment of personnel to their Cox’s Bazar operations. The key HR functions outsourced are as follows – 

1) Recruitment: 

Being an INGO, their initial struggle starts with hiring local employees who meet the standard of IOM employment in terms of experience and education. 

To solve this, Enroute starts by publishing vacancies on its channels, screening applicants to ensure they meet the required qualifications, conducting reference checks, and providing IOM with a shortlist of suitable candidates. This process ensures that IOM receives qualified applicants who align with the specific needs of the organization.

2) Onboarding: 

Enroute manages the entire onboarding process for new personnel. This includes gathering necessary documentation such as academic credentials and contracts, conducting orientation sessions on IOM policies, and explaining details like salary breakdowns, entitlements, and other benefits. 

By handling these tasks, Enroute ensures that new employees are fully prepared to integrate into IOM’s operations smoothly.

3) Payroll Management: 

This service is a critical process that requires complex calculation and reporting as regional laws and regulations come into consideration for fair and on-time payroll.   

To ensure error-free payroll management, Enroute is responsible for processing employee timesheets and ensuring that all adjustments for taxes, insurance, and other deductions are made accurately. They verify the payroll with IOM’s HR department before ensuring timely disbursement of salaries. This comprehensive payroll service guarantees that staff are paid correctly and on time.

4) Personnel Administration: 

Enroute is responsible for monitoring daily attendance and overseeing the performance appraisal process. Additionally, it administers leave requests and manages contract renewals or terminations as necessary.

This function ensures that IOM personnel are properly managed throughout their employment, contributing to a streamlined HR process.

5) Logistical Support: 

For international staff, Enroute handles visa processing, airport pickups, and drop-offs, ensuring that personnel experience a hassle-free transport facility in a foreign land. By managing these logistical aspects, Enroute supports IOM in ensuring that international personnel arrive and settle in without unnecessary delays.

This comprehensive outsourcing arrangement helps IOM focus on its core operations while ensuring efficient HR management.

However, while ensuring the HR operations of IOM in Bangladesh go on smoothly, Enroute encounters significant challenges. These are worth sharing – 

Initial Challenges Encountered by Enroute

During the implementation phase of HR services for IOM, some initial challenges emerged:

1. Complex Recruitment Needs: The high volume of personnel needed in Cox’s Bazar, coupled with IOM’s specific qualification requirements, posed a challenge in quickly sourcing suitable candidates. 
2. Compliance with Local Laws: Ensuring all HR operations complied with Bangladesh’s labor laws and IOM’s global standards created initial delays in onboarding and contract management. 
3. Integration of Systems: Aligning IOM’s existing HR and payroll systems with Enroute’s processes required careful coordination to avoid any disruptions in payroll and employee records.

Enroute addressed these challenges by conducting a thorough analysis of IOM’s needs, deploying a dedicated team for IOM operations, and collaborating closely with IOM to streamline processes. System integration was carried out through close communication with IOM’s HR department to ensure alignment in payroll and compliance procedures.

Considering the challenges, Enroute implemented the following solutions to acknowledge the IOM’s needs –

HR Solutions Provided by Enroute International Limited 

1. Customized Recruitment Process: Enroute designed a recruitment strategy tailored to IOM’s specific requirements, ensuring quick yet thorough vetting of candidates. The recruitment strategy included skill-specific interviews and background checks.
2. Efficient Onboarding System: Enroute introduced an electronic staff file system that centralized all relevant documentation, making it easier for IOM to access staff records and ensure compliance.
3. Seamless Payroll Management: By integrating our payroll software with IOM’s systems, we ensured timely and accurate salary disbursement, including tax and leave adjustments.
4. Compliance and Legal Support: Enroute’s HR and legal teams worked together to ensure all contracts, employee benefits, and terminations were compliant with both Bangladeshi laws and IOM’s policies.

Considering the solutions that were implemented, both Enroute and IOM noticed significant improvements in the results of HR operations and management.   

Improvements in HR Management

To be more specific, IOM’s overall HR management in several areas got improved,

1) Streamlined Recruitment and Onboarding: 

The efficient recruitment process reduced the time it took to fill vacancies, while the structured onboarding and orientation ensured new hires were quickly integrated into IOM’s operations.

2) Improved Payroll Accuracy: 

The automated payroll system eliminated errors, ensuring that all personnel were paid on time and according to contract terms, improving employee satisfaction.

3) Enhanced Compliance and Performance Monitoring: 

Regular updates to personnel records and leave tracking ensured compliance with local labor laws and IOM’s internal policies. Enroute also helped implement a performance appraisal system that identified and addressed issues proactively.

The partnership between IOM and Enroute delivered several measurable outcomes, including:

• Reduced Recruitment Turnaround Time: The time taken to recruit and onboard personnel was reduced by approximately 50%, allowing IOM to meet staffing needs more efficiently.
• Increased Employee Satisfaction: Employee feedback indicated higher satisfaction with the streamlined onboarding process and timely payroll, contributing to a 15% improvement in overall satisfaction scores.
• Improved Compliance: With Enroute’s support, IOM maintained full compliance with Bangladeshi labor laws, which minimized legal risks and ensured smooth HR operations.
• Reduction in Turnover: By improving HR processes, including performance management and timely contract renewals, Enroute helped reduce employee turnover by 10% over the period of the partnership.

Lessons Learned Through This Journey 

We have acquired many lessons from the partnership between IOM and Enroute that we consider to follow in our coming projects – 

1. Importance of Clear Communication: Regular communication between Enroute’s HR team and IOM’s management was vital to addressing recruitment challenges and ensuring seamless operations.
2. Need for Customized Solutions: A one-size-fits-all approach would not have worked in this case. Enroute’s customized recruitment and onboarding solutions were critical in meeting IOM’s specific operational needs.
3. Technology Integration: Integrating payroll and HR systems required careful planning and coordination, but once implemented, it significantly enhanced efficiency and accuracy.
4. Continual Improvement: Both parties recognized the need for ongoing evaluation and adjustment of HR processes to keep up with the evolving needs of IOM’s operations in Cox’s Bazar.

Finally, this case study of the partnership between IOM and Enroute International Limited highlights the importance of effective HR outsourcing for complex humanitarian operations like the Rohingya camp In Cox’s Bazar. 

Enroute’s customized solutions and proactive management improved IOM’s HR functions, leading to measurable improvements in recruitment, onboarding, accurate payroll management, and compliance with the laws.