HR Shared Services & Outsourcing Week 2025 Conference
Main Day Two: Wednesday, June 4, 2025
Check out the Event Guide for a complete overview of the event.
8:00 am - 9:00 am
Registration & Networking Breakfast
9:00 am - 9:10 am
Opening Remarks
Stephanie Ernsting -
Senior Director of HR Shared Services - North America,
Amcor
9:10 am - 9:50 am
Fireside Chat: Competency Development | Build a Culture of Service Excellence from Tier Zero to Tier Two
Astrid Whitley -
Director, HR Shared Services,
Global Tech-Driven Leader in Defense, Infrastructure, and Cybersecurity.
Tiffany Clark - Global Head of People Solutions & Wellbeing, S&P Global
Customers expect fast, efficient, and personalized HR services. Thus, HR Shared Services must deliver exceptional customer experiences to maintain employee satisfaction and drive business success. This session will explore strategies to cultivate a culture of service excellence among Tier One and Tier Zero employees. Participants will learn how to empower frontline staff, foster a customer-centric mindset, and implement effective training and development programs. By the end of this session, attendees will be equipped with the tools and techniques to create a high-performing HR Shared Services team that consistently delivers exceptional service.
Action Items:
- Empower frontline staff with knowledge, tools, and autonomy.
- Foster a customer-centric mindset among Tier One and Tier Zero employees, emphasizing empathy, active listening, and problem-solving skills.
- Measure service quality, identify areas for improvement, and implement continuous learning and development programs
Astrid Whitley
Director, HR Shared ServicesGlobal Tech-Driven Leader in Defense, Infrastructure, and Cybersecurity.
9:50 am - 10:10 am
Open Discussion Period/ Interactive Q&A
10:10 am - 10:40 am
Change Management | Navigating Transformation: AbbVie's Journey to a Digital-First Employee Experience
Marta Boduch -
Director, HR Operations & Compliance,
AbbVie
Niketa Shah - Associate Director, HR Systems and Content, AbbVie
John Dudley - Associate Director, HR Digital Strategy and User Experience, AbbVie
Transformation is rarely a smooth ride but is always an opportunity for learning and growth. Join Niki, Marta, and John as they share about AbbVie's transformation journey and what’s ahead. Learn how AbbVie embraced the challenge of becoming a more robust digital organization that provides a seamless and streamlined HR experience for employees. They'll discuss the strategic decision to migrate to a different technology and how it aligns with AbbVie's vision of empowering employees with cutting-edge technology and an elevated HR experience. You'll hear about:
- Motivations behind this transformation and why the time came for a change
- Stages over the last several years and how this transformation played out over time
- What’s ahead in the transformation journey for HR at AbbVie
10:40 am - 11:05 am
Open Discussion Period/ Interactive Q&A
11:05 am - 12:05 pm
Networking Brunch
12:05 pm - 12:35 pm
Continuous Improvement | Metrics that Matter: Customer-Driven KPIs to Elevate Your HRSS
Traditional metrics like cost and headcount ratios, while important, offer a limited view of HR Shared Services' true value. To achieve and understand success, we must focus on metrics that reflect the impact of HR on the employee experience, agent and partner effectiveness and business outcomes. This session will explore a range of key performance indicators (KPIs) that can help HR Shared Services elevate its strategic role.
Action Items:
- Assess the employee experience at key touchpoints, such as onboarding, personnel actions, benefits administration, and offboarding.
- Ensure that HR metrics are linked to the overall business strategy and contribute to the achievement of organizational goals.
- Utilize data analytics to uncover insights, identify trends, and make informed decisions to improve HR processes and service delivery.
12:35 pm - 12:55 pm
Open Discussion Period/ Interactive Q&A
12:55 pm - 1:05 pm
Wellness Break
1:05 pm - 1:35 pm
Networking Break
1:35 pm - 2:25 pm
HR Hot Take Hustle
Join us for a dynamic and interactive session where we'll dive into the latest HR trends and challenges. This unique activity will have you moving around the room to express your agreement or disagreement with a series of provocative statements. How it works: We'll present a variety of statements related to HR best practices, emerging trends, and industry challenges. Based on your stance, you'll move to a designated area in the room. Once everyone has positioned themselves, we'll facilitate discussions within the group. Share your perspectives, challenge assumptions, and learn from your peers.
