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Learning curve too steep for comfort

Tim Metcalfe

MANAGEMENT TRAINING can be a learning curve, for both recruits and employers. Not every company gets it right the first time and programmes often need fine-tuning. Such was the experience of Synergis, one of Hong Kong's leading property and facility managers.

The Hsin Chong Group subsidiary with a workforce of 4,600 has for several years been grooming graduates to manage its growing portfolio. But the training programme for about 10 graduates a year proved disappointing.

'The drop-out rate was high,' said executive director and managing director Fan Cheuk-hung.

'Only one or two out of 10 completed the two-year programme.'

The problem was that trainees were being dropped in at the deep end almost from the start.

'After about a week of training and familiarisation they were sent for practical experience on property and facility management sites,' Mr Fan said.

'The workload was quite heavy and some of them were uncomfortable.' Many trainees quit within months.

The negative reaction created a dilemma for Synergis. The company is extending its operations rapidly into the mainland, most notably through a joint venture managing projects developed by Shui On.

Four new projects in Shanghai are under its management, with another three coming up, including a 'multifunction community' at Chuangzhi Tiandi that will double its Shanghai workload when it opens later this year. Deals to manage facilities like the giant Xihuan Plaza landmark and Zhongguancun 'Silicon Valley' in Beijing, along with other projects in Wuhan and Chongqing, represent additional demand for managers.

Synergis, therefore, had to take a long, hard look at its training scheme to groom young managers for its portfolio, which now numbers 230 sites. The company is also expanding locally with new contracts that include the Hong Kong Heritage Museum, the Hong Kong Housing Authority headquarters and the Jockey Club.

'We had to design a new programme,' Mr Fan said.

Not only was the previous scheme patently not working but Synergis was also evolving and pitching itself as a provider of total solutions for developments - such as energy management and facilities operation and maintenance - rather than just management services.

The new generation of managers must be equipped to cope with the expansion and so, once recruited, this year's batch of 10 trainees will be more carefully familiarised with operations.

The programme starts in August and the first month of initiation at the Hsin Chong Centre headquarters will include brief attachments to the various departments, from finance and HR to administration, IT and quality control.

In the second and third month, recruits will be familiarised, without the burden of responsibility, with various site operations in Hong Kong, which could range from the airport's Asia Airfreight Terminal to one of many housing developments.

Only after three months will they be formally attached to a management project, with on-the-job training accompanied by programmes, workshops, seminars and classes.

The training ranges from quality management, customer satisfaction and leadership to team-building, stress management, 'unbounded thinking' and presentation techniques.

Since trainees will almost certainly go to the mainland during their careers, they will also spend time at one of the company's China projects, either in Shanghai or Beijing.

After two years and the appointment to a management position, career development extends even further with sponsorship for part-time degrees or diplomas in housing studies or housing management.

The new comprehensive programme, which will run every year, has attracted more than 100 applications for the 10 positions to date. The starting salary is in the $9,000 to $10,000 range, a competitive rate for graduates.

Candidates should have a degree and be proficient in both spoken and written English and Chinese. Putonghua is an obvious advantage, but is included in training if necessary. Applicants should also have a passion for service and people.

'Introverted characters are not suitable,' Mr Fan said. 'It's not a desk job, but a people industry involving a lot of communication.'

He said there were significant rewards for successful candidates. They would have excellent career prospects in an award-winning company frequently cited as one of Hong Kong's best property managers and best employers.

'New developments are always being built and they need increasingly sophisticated management,' Mr Fan said.

'This is where we have the competitive edge. We are building a dynamic portfolio in China as a basis for extending our influence into the wider Asian arena.'

Lead role

Training period One year

How many people 10 a year

Requirements University graduate; customer-oriented; strong leadership, communication and interpersonal skills; computer literate; fluent in written and spoken English and Chinese; fluency in Mandarin an advantage

Bonuses Extensive familiarisation across company before assuming responsibility. Attachment in mainland China. Pan-Asian career prospects across expanding regional portfolio of business.

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