Is your HRSS Operating Model working for you and your customers? Let’s find out! This session will explore various approaches, including tiered support structures, centers of excellence (COEs), and the integration of emerging technologies. We'll uncover how these models can be tailored to create a fantastic customer experience, boost operational efficiency, and drive real business impact. Get ready to rethink HR Shared Services and discover the model that's right for your organization. 

Action Items: 

• Identify your model’s strengths and weaknesses in terms of customer satisfaction, operational efficiency, and strategic impact. 
• Consider how other models can be adapted to your organization's specific needs and culture. 
• Develop a roadmap for implementing new technologies and measure their impact on customer satisfaction and operational efficiency. 

Justin Leeman

Vice President, Global HR Operations
Scotiabank

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The modern workforce has evolved significantly in recent years, with employees seeking more than just a paycheck. To remain competitive and attract top talent, HR Shared Services must understand and address the changing needs and expectations of the modern employee. What key factors are shaping the modern employee and how? By gaining a deep understanding of these factors, HR Shared Services can deliver innovative solutions that enhance the employee experience, drive business success, and position the organization as an employer of choice. In this session, we’ll discuss how HRSSOs must: 

• Regularly assess and refine HR services to ensure they meet the evolving needs of the modern workforce. 
• Cultivate strong relationships with employees through open communication, active listening, and regular check-ins. 
• Focus on initiatives that promote mental and physical health, such as wellness programs, flexible work arrangements, and stress management resources. 

Brooke Wright

Director of Recruitment, Shared Services
Omni Hotels & Resorts

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Traditional HR Shared Services models are undergoing a significant transformation. This session will delve into the factors driving this evolution, including the increasing adoption of technology, the demand for more agile and adaptive service delivery, and the evolving expectations of the modern workforce. By exploring real-world case studies and industry best practices, you'll gain insights into: 

• Implementing innovative tools and automation to streamline processes and enhance the employee experience. 
• Developing the skills and competencies needed to thrive in a rapidly changing environment. 
• Balancing centralized and decentralized service delivery for optimal efficiency and employee satisfaction. 

Looking for engaging conversations and networking opportunities? Participate in our Interactive Discussion Groups (IDGs)! These are dynamic, 40-minute sessions designed to foster in-depth discussions on key topics. You'll have the chance to join two different IDGs, choosing your preferred topics when you arrive. Each group, with 10-20 participants, will be led by a moderator who will kick off the conversation with several prepared questions, encouraging everyone to share their insights and perspectives.

Historically, HR Shared Services has often been seen as a back-office function, focused on transactional tasks. To truly maximize its potential, HR Shared Services must shift its focus from delivering transactional tasks to instead delivering exceptional customer experiences and driving business growth. But what does it truly mean to be customer-centric in HR Shared Services? Expanding your service offerings to include higher-value services like employee relations, labor relations, and organizational development to offer your customers more than just transactional support is seen as a necessary part of that journey. In this session our speaker will discuss how to: 

• Prioritize the employee experience by understanding their needs and delivering exceptional service. 
• Utilize HR technology to streamline processes, automate tasks, and provide a seamless employee experience. 
• Use data analytics to measure performance, identify trends, and make informed decisions to drive business success. 

The decision to outsource or in-source HR Shared Services (HRSS) is a complex one with significant implications for cost, quality, and control. This session will spark a lively debate, exploring the pros and cons of each approach. We will delve into key considerations, such as:  

• Cost-Effectiveness: Analyzing the total cost of ownership for both in-house and outsourced models. 
• Quality and Service Delivery: Examining the impact on service quality, responsiveness, and customer satisfaction. 
• Strategic Alignment: Assessing the ability to align HRSS with the organization's strategic goals and culture. 
• Risk Management: Evaluating the potential risks associated with each model, including vendor lock-in, data security, and compliance. 
• Scalability and Flexibility: Considering the ability to adapt to changing business needs and scale operations. 

AJ Golden

Sr. Director, Global Payroll & HRSS
Edgewell Personal Care

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