Hiring pipeline and onboarding
Scaling from 60 to about 96 people in six months is a recruiting operation in its own right: 36 openings across 15 roles, every one needing interviewers who also carry a caseload.
Synthetic requisitions, candidates and interviewers. The plan hires 5 customer success people rather than 9, because the system fixes on the CSAT page absorb part of the volume growth; the 90-day page shows the arithmetic.
Funnel, all live roles
The screen is where volume is won or lost: at 4 applicants per screened candidate, a structured screening form and a scored work sample save more interviewer time than any later step.
Candidates by stage
Customer success specialist: 4 openings, 309 applied, panel Chloe Baptiste, Marcus Lee. Fictional candidates. "Advance" moves a card for this session only.
Headcount plan by team
Interviewer load this week
Dashed line: a 5-hour weekly limit (an assumption) so interviewing does not eat client work. Over the limit: add a trained interviewer to the panel or move the first interview to a recorded work sample.
Live requisitions
| Req | Role | Team | Openings | Days open | Applied | Screened | First interview | Case or skills exercise | Offer | Accepted | Flag |
|---|---|---|---|---|---|---|---|---|---|---|---|
| REQ-101 | Immigration lawyer | Legal | 3 | 24 / 45 | 65 | 21 | 10 | 6 | 3 | 1 | |
| REQ-102 | Regulated immigration consultant (RCIC) | Legal | 4 | 22 / 40 | 130 | 34 | 17 | 10 | 6 | 2 | |
| REQ-103 | Case manager | Case management | 8 | 41 / 28 | 377 | 90 | 36 | 18 | 10 | 4 | Over target |
| REQ-104 | Senior case manager | Case management | 2 | 46 / 35 | 95 | 27 | 10 | 5 | 3 | 1 | Over target |
| REQ-105 | Case management team lead | Case management | 1 | 8 / 40 | 80 | 27 | 11 | 6 | 3 | 0 | |
| REQ-106 | Intake specialist | Intake | 4 | 14 / 25 | 254 | 68 | 27 | 15 | 9 | 2 | |
| REQ-107 | Bilingual intake specialist (FR/EN) | Intake | 2 | 13 / 35 | 66 | 18 | 7 | 4 | 2 | 1 | |
| REQ-108 | Customer success specialist | Customer success | 4 | 39 / 25 | 309 | 71 | 29 | 15 | 9 | 2 | Over target |
| REQ-109 | Customer success team lead | Customer success | 1 | 11 / 35 | 78 | 22 | 8 | 4 | 2 | 0 | |
| REQ-110 | Talent acquisition partner | Talent acquisition | 1 | 37 / 30 | 148 | 29 | 12 | 8 | 4 | 0 | Over target |
| REQ-111 | Recruiting coordinator | Talent acquisition | 1 | 48 / 30 | 108 | 26 | 9 | 5 | 3 | 0 | Over target |
| REQ-112 | HR generalist | HR & people ops | 1 | 47 / 35 | 158 | 27 | 12 | 6 | 3 | 0 | Over target |
| REQ-113 | People operations coordinator | HR & people ops | 1 | 19 / 30 | 140 | 34 | 15 | 8 | 4 | 0 | |
| REQ-114 | Automation engineer | Technology & AI | 2 | 8 / 45 | 157 | 29 | 10 | 5 | 2 | 1 | |
| REQ-115 | Practice management (Clio) administrator | Technology & AI | 1 | 18 / 35 | 54 | 15 | 8 | 5 | 2 | 0 |
Days open shown against the target for that role. "Thin late stage": fewer candidates at the exercise stage than openings, so the role will miss its date unless sourcing widens now.
Time to hire by team
| Team | Hires, last 120 days | Median days |
|---|---|---|
| Legal | 3 | 37 |
| Case management | 3 | 39 |
| Intake | 2 | 24 |
| Customer success | 4 | 27 |
| Talent acquisition | 4 | 36.5 |
| HR & people ops | 2 | 28 |
| Technology & AI | 4 | 37 |
What gets automated first
- One intake form per role with knock-out questions (work authorisation, licence for lawyers and RCICs, French for bilingual roles), scored before a person reads a CV.
- Self-scheduling for interviews against panel calendars, with the weekly load limit enforced.
- Structured scorecards per stage, so offers are decided on the same criteria across interviewers.
- Offer accepted → employee record, accounts and equipment requests created without retyping (the onboarding view below).
- Compensation bands and levels per role family written down before the hiring wave, not after it.
Onboarding: checklist and who is behind
Each step is automated, a task triggered for its owner, or manual. Filled dot: done. Orange ring: due by today and not done. Empty: not yet due. As of 2026-10-19.
| Phase | Step | Owner | Mode | Ana P. 10-26 | Ben T. 10-19 | Carla M. 10-13 | Deepak S. 10-05 | Erin L. 09-21 | Farid A. 09-08 | Gloria N. 10-26 | Hugo R. 11-02 |
|---|---|---|---|---|---|---|---|---|---|---|---|
| Before day 1 | Offer signed: create employee record and start date | People ops | Automated | ||||||||
| Before day 1 | Email, practice management (Clio) and portal accounts created with role-based permissions | IT | Triggered task | ||||||||
| Before day 1 | Laptop shipped (hybrid) or desk booked (Toronto office) | Operations | Triggered task | ||||||||
| Before day 1 | Buddy assigned from the same team and intro email sent | Hiring manager | Triggered task | ||||||||
| Day 1 | Confidentiality, privilege and privacy training acknowledged | New hire | Automated | ||||||||
| Day 1 | Welcome session: how a file moves from intake to decision | People ops | Manual | ||||||||
| Week 1 | Tool walkthroughs: case management, email templates, portal, AI drafting with approval | Team lead | Manual | ||||||||
| Week 1 | Shadow five client conversations in the person's practice area | Buddy | Manual | ||||||||
| Week 1 | Practice area playbook read and quiz passed | New hire | Automated | ||||||||
| Day 30 | Takes a supervised queue; drafts reviewed before sending | Team lead | Manual | ||||||||
| Day 30 | 30-day check-in: survey and manager conversation | People ops | Triggered task | ||||||||
| Day 60 to 90 | Goals set against team scorecard (CSAT, response time, quality) | Hiring manager | Manual | ||||||||
| Day 60 to 90 | 90-day review: confirm probation, feedback on onboarding itself | Hiring manager | Triggered task | ||||||||
| Complete | 23% | 38% | 54% | 69% | 77% | 85% | 8% | 8% | |||
| Overdue steps | 0 | 1 | 0 | 0 | 0 | 0 | 0 | 0 |
8 of 13 steps run without anyone remembering to start them. The manual ones are the ones that should be human: the welcome, shadowing, the first supervised queue and goal setting.