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Hinchcliffe Weighs Successor For Manpower Amid Growth Push

Audrey Hinchcliffe, founder and CEO of Manpower & Maintenance Services Limited.

Hinchcliffe Weighs Successor For Manpower Amid Growth Push

Audrey Hinchcliffe has created a new division at her firm Manpower & Maintenance Services Limited to handle the cleaning jobs flowing in from the business process outsourcing, or BPO, sector.

She has also hired a manager to oversee that arm of the operation, which currently serves five companies, one of which operates from 11 locations.

It’s all part of the company’s growth initiative amid Hinchcliffe’s determination to scale her business even as she makes plans for a successor after 27 years at the helm as CEO.

Hinchcliffe and her son currently run the business, but the family wants to devise a plan that is in the best interest of the firm, amid plans to eventually take the company public and list on the stock market.

By the end of 2018, Manpower would have invested $35 million as it positions to double its BPO client base to 10 companies, according to Hinchcliffe.

“We have someone hired to be the BPO manager and to drive business in the area,” she told the Financial Gleaner in an interview this week.

The BPO sector, at last report, had 53 registered companies and accounted for more than 26,000 jobs. While companies span several urban centres, Montego Bay is still the most popular locale for operators even as others such as Portmore and Kingston are ascending.


To meet the need of clients in the sector, Manpower relocated from East Street at the centre of the city of Montego Bay to the Sagicor Freeport Commercial Centre, which sits close to BPO businesses operating from within and in proximity to the Montego Bay Free Zone.

In Kingston, where Manpower’s own headquarters is based, the company has added warehouse space at a different locale – leased premises at Brentford Road.

Hinchcliffe said her company is eyeing Kingston as a source of new BPO cleaning contracts as the sector was also rapidly expanding in the capital.

The cleaning and training operations linked to the BPO contracts now deliver around nine per cent of revenue for Manpower, whose turnover is just under $1 billion annually. Hinchcliffe adds that the BPO segment is also employing growing numbers of Manpower’s 1,800 contracted workforce.

Manpower cleans more than 250 locations nationwide, on behalf of around 200 clients, and that business brings in 80 per cent of revenue.”

“It is still the bedrock of the business,” Hinchcliffe said.

Human resources and placements brings in 15 per cent of revenues, she added. The BPO share of revenue straddles some of the contribution from the cleaning jobs and training services.

Hinchcliffe said the company has bounced back from a period six years ago when some contracted companies closed their accounts. In 2011, Manpower employed a staff of 1,400 for clients that included commercial companies, hotels, hospitals, the wharves and airports. Facilities maintenance, including washroom supplies continues to grow at a rapid pace – 12 per cent overall in 2017 – especially with new construction and business expansion, she said.

Training BPO workers

Now the company is bigger, and is itself venturing into direct training of call centre workers under contract with HEART Trust/NTA. The first cohort of 60 workers completed the three-week or 120-hour course, and another 60 are soon to enter training.

“We are training BPO workers at entry level. HEART is subcontracting the training to several agencies of which our company, IWED, is one as an accredited training organisation under NCTVET. We have the full training facility, including computer labs, required,” Hinchcliffe said.

IWED, the Institute for Workforce Placement and Education, is planning to add another component to the programme – ‘upskilling’ or training of existing workers for management roles. The company is also training janitors under an initiative with the Ministry of Education.

Manpower has found other new ways to make money, by providing seasonal labour through its special services division to large operations, as well as laundry services and procurement of supplies for a small number of clients. Manpower contracted around 100 cashiers and packers during the Christmas season to companies, including PriceSmart, said the CEO and company founder.

No offshore expansion

Hinchcliffe established Manpower in 1990, and while the company has expanded over time, it has not expanded offshore into other markets. The group includes subsidiaries Manpower & Maintenance Placement Agency Limited, the Institute for Workforce Placement and Education, or IWED, Manpower & Maintenance Special Services Limited, and Manpower & Maintenance Services Foundation. The BPO and human resources outsourcing segment falls under Manpower & Maintenance Special Services.

“We have copyrighted ourselves here and in a few other islands, but we are not operating overseas yet,” Hinchcliffe said.

The company still sees scope for growth within Jamaica, and is eyeing opportunities in Montego Bay, Portmore, Half-Way Tree and downtown Kingston, New Kingston, and the University of the West Indies. It is also watching developments in Mandeville.

Last year, Manpower restructured its operations under five main pillars facilities and maintenance; BPO; human resources outsourcing; training and development; and business and consumer solutions each of which is managed by a divisional director to ensure “cohesive management”.

Hinchcliffe, who turned 78 in January, still aims to list her company on the Jamaica Stock Exchange, when the time is right, but is focusing on growth projects for now as well as quality improvements to eventually become ISO-compliant. A consultant was also hired to revamp Manpower’s finances.

Succession, however, is on her mind and the Hinchcliffe family is in the process of devising a succession plan.

“We have considered the matter of a co-CEO – for someone else to come in and learn the business,” she said. “We have someone in-house working with us and looking at what would be the best fit for management towards the time I take my exit.”

Hinchcliffe said she would likely remain as chairman when a new CEO takes her seat.

Asked why her son, Garth Hinchcliffe, who is deputy CEO with responsibility for new business development and finance, was not the automatic choice, Hinchcliffe said the company did not want to fall into the trap that has befallen other family-run operations – which are “self-limiting” by their nature – and wanted to plot out the best course for the business.

“It does not mean he is not the best choice …,” she said. “The planning is internal, but we are researching the best solution. The business is very complex,” she added.


Source: Gleaner

Rudolph Brown/Photographer Dr. Christopher Tufton, (second left), minister of health looks at the In 2 Care mosquito-control system with (from left) Odean Bradshaw, marketing and business development manager of Hardware and Lumber Agro; Audrey Hinchcliffe, CEO and chairman, Manpower and Maintenance Services (MMS) Ltd and Caribbean Health Management Ltd; Raoul Persuad, account executive, Univar Environmental Sciences; and Olive Downer Walsh, deputy CEO of Hardware and Lumber Ltd. They were at a client seminar on mosquito-borne diseases hosted by MMS Ltd in collaboration with Caribbean Health Management Ltd and H&L Agro at Spanish Court Hotel in New Kingston yesterday. The In 2 Care is a double killing agent (larvacide and fungicide) that attracts Aedes aegypti mosquitoes, contaminates and uses them to infect breeding sites so they can no longer transmit diseases.

Gov’t To Release Sterile Mosquitoes To Combat Dengue

Come March next year, the Government will begin releasing half a million sterile male mosquitoes into the environment per week to help slash the population of the female Aedes aegypti, which is responsible for spreading the deadly dengue virus.

“There are three ways to sterilise mosquitoes. You can sterilise them using a genetic method, using radiation, as well as a bacteria called Wolbachia,” Sherine Huntley Jones, head of the Vector Control Programme within the Ministry of Health, told TheGleaner yesterday.

“Jamaica is using the radiation methodology. At the National Public Health Laboratory in Kingston, we are into mass production of mosquitoes. We are now standardising our procedure for mass growing, with the intention of rearing enough males so we can sterilise and release them.”

Jones said that standardising factory procedures is the final stage before mass production of sterile male mosquitoes can take place.

She was speaking with The Gleaner at the Spanish Court Hotel, Valencia, during a seminar titled ‘Mosquito-Borne Diseases: Dengue Fever Impact on the Workforce and Communities’, which was the brainchild of the Manpower and Maintenance Services Limited and held in collaboration with the Caribbean Health Management Consultants Ltd and H&L Agro.

“Males do not transmit disease. Males do not bite. When you hear we are releasing mosquitoes, do not panic! The females are the ones that bite. They need the blood to develop eggs. So we will release the males with view of them mating with wild females to reduce the population,” Jones pointed out.

“We are projecting to start releasing by March 2020. We have about a million in the lab. If you go there now, you would witness the mosquitoes going through the processes. We keep them in cages and feed them on human blood from the Blood Bank and other blood as well.”

Guest speaker Dr Christopher Tufton, who is also the health minister, admitted that desired results in reducing the local female mosquito population were not being achieved through fogging because of developed resistance.

Said Tufton: “We cannot engage the same approach to tackling and controlling the mosquito population, like fogging and applying chemical to water. We visited Cayman and looked at their mosquito-control centre. They told us the mosquitoes used to literally bite cattle till death. Mosquitoes are not so much of a nuisance [there] anymore.

“So what we do is go out, collect samples, breed them, and dissect them. Through the unit, we have discovered that there is a new species of mosquito in Jamaica, which we never knew of before. So we have to apply different methods to control it,” Tufton pointed out.

As of February 8, there were 1,166 suspected, presumed or confirmed dengue cases since the start of the year. There were 1,023 such cases in 2018.

There have also been a number of suspected deaths from the illness.

Source: Gleaner

Manpower And Maintenance Services Limited To Host Seminar On Dengue Fever

To show its appreciation for the partnership forged with its clients, Manpower held its annual Client Seminar in February 2019. The theme of the event was “Mosquito Borne Diseases: Dengue Fever: Impact on the Workforce Productivity and Communities.

The Seminar which is also sponsored by and H&L Agro, will be opened by Minister of Health Dr. the Honourable Christopher Tufton and is accessible to both clients of the Company as well as members of the public. It will seek to heighten awareness about the diseases associated with the mosquito, with a focus on dengue fever.

According to Chairman and CEO of MMS, Audrey Hinchcliffe, “Given the nature of our business we see it as part of our responsibility to help to spread the word and change attitudes and behavior concerning these diseases which are directly related to how we dispose of waste and manage the environment in which we live.” Mrs. Hinchcliffe said, “Because we have become accustomed to having mosquitoes around, and despite our experience with Chik V and the Zika virus, many persons still do not understand that mosquitoes are deadly pests and that we can and should do much more to control their numbers in our homes and communities.” This is an effort, she added, “to provide vital information on the impact of these diseases on our workforce and by extension our communities and country and provide strategies for control.”

The Seminar will include presentations from several experts representing a wide cross section of areas on topics such as: The Epidemiology of Dengue Fever; Diagnosis and Treatment Protocols; Infection Control; Decreasing Exposure: Pest Management and Control; Impact on Worker and Community Productivity; Mitigation Strategies and Resource Requirements. A panel discussion will explore the impact on communities and sectors of the economy, including tourism.


Source: Gleaner

Members of the Manpower and Maintenance team hard at work during the renovation of the gardens at the John Mills Primary School, where a reading garden was erected to help foster healthy habits for students.

Nestle Promotes Literacy

Members of the Manpower and Maintenance team hard at work during the renovation of the gardens at the John Mills Primary School, where a reading garden was erected to help foster healthy habits for students.

Nestle Jamaica, in its bid to highlight its mandate of creating shared value within communities across Jamaica, recently launched its Employee Volunteer Programme, where members of the global food company will take time out to participate in the company’s various Creating Shared Value initiatives to ensure that activities preserve the environment for future generations. Literacy was the focus during the first phase of the project, and with hands and hearts joined with CB Foods, Hi-Lo and Manpower and Maintenance. Three reading gardens were constructed in schools across the three counties.

Source: Gleaner