After a packed week at HR SSOW filled with panels, fireside chats, working sessions, and side conversations, I left with more than a notebook of talking points. I left with real reminders of what still makes shared services work (or stall), especially in environments that are scaling fast or changing often.

Here are five themes that stuck with me, along with what I think we, as HR and transformation leaders, need to do next.

1. Harmonization ≠ Standardization

We say this often, but it hit differently this time. Global alignment doesn’t mean stripping out the local value. Harmonization should bring clarity and cohesion. It shouldn't flatten the business.

What I heard: The most effective models define a small set of non-negotiables (compliance, systems, metrics), but leave room for flexibility in delivery. One panelist shared how their onboarding framework is consistent globally. The touchpoints, tone, and timeline flex by region based on cultural expectations and organizational maturity.

What leaders should do:

• Identify your “guardrails,” not your scripts. Be clear on what must stay consistent and where local teams can adapt.

• Co-design with markets. Don’t roll out a global solution in isolation. Involve local HR in building what's scalable and usable.

• Audit what’s truly working. Sometimes we standardize simply because we can, not because we should.

2. Preparing for AI Requires Leadership, Not Just Tech

AI is moving faster than many organizations are ready for. But readiness isn’t just about having the tools. It’s about building the mindset and safety for people to engage with those tools.

What I heard: A lot of quiet resistance. Not to the concept of AI, but to the fear of being displaced or devalued. That fear will stall adoption more than any lack of infrastructure.

What HR teams should do now:

• Start small and show value. Pilot AI tools where friction is high, like onboarding Q&A or employee case triage.

• Demystify the purpose. If AI is meant to free up capacity for more strategic work, say so and show what that means in practice.

• Upskill with intention. Create pathways, not panic. Reskilling shouldn't be vague. It should be tied to real roles and business needs.

• Hold space for discomfort. Transformation is emotional. If we don’t name that, we lose the trust we need to lead through it.

3. Dashboards Should Drive Conversation, Not Just Report Metrics

Your dashboard isn’t just a data source. It’s a communication tool. It should drive awareness, enable action, and tell a story your stakeholders actually care about.

What I saw: The best dashboards weren’t overdesigned. They were intentional. One organization shared how they track revenue per FTE, bench strength, and manager effectiveness, but only report on metrics where there’s a clear owner and a defined decision path.

What to avoid:

• Reporting for the sake of visibility.

• Overloading with vanity metrics.

• Designing without input from the people expected to act on the data.

• Make it useful by focusing on 3 to 5 KPIs tied to business questions. For example, “Are we onboarding effectively for speed and success?”

• Color-coding risk and opportunity to guide executive discussion.

• Telling the story monthly so it becomes part of business rhythm, not a one-off artifact.

4. Leadership and Collaboration Behind the Scenes Matter More Than Ever

The most effective shared services models don’t succeed because of structure alone. They succeed because people make space for trust, inclusion, and learning, especially when no one is watching.

What I observed: There’s so much invisible work. Cross-functional coordination, managing matrix reporting, keeping teams connected across geographies. It never makes it to the strategy deck, but it’s essential to execution.

How to make it real year-round:

• Acknowledge the glue work. Celebrate the people making behind-the-scenes collaboration happen.

• Include shared services in strategic planning. Don’t make them an afterthought. Bring them into the design phase early.

• Build rituals that connect people. Especially in hybrid or global organizations, structure intentional touchpoints, not just meetings.

5. Progress Comes from Practice, Not Perfection

I attended sessions on compliance, stakeholder alignment, talent mobility, and upskilling. Across all of them, one thing stood out. The best insights came from what didn’t go smoothly.

What I appreciated: Leaders who shared real lessons, not polished success stories. One shared how a failed reskilling initiative taught them to slow down and co-create the learning journey. Another admitted they rolled out an internal mobility tool before managers were ready to support it. They paused, reset expectations, and got it right.

Take this forward by:

• Normalizing iteration. Transformation won’t be flawless. Make space to adjust.

• Sharing missteps. That’s where credibility is built and where learning actually happens.

• Capturing what worked and what didn’t. Treat your transformation like a case study in progress, not just a project.

Final Thoughts

HR SSOW was more than an event. It was a reset. A reminder that transformation is as much about leadership and trust as it is about tech and structure.

Shared services isn’t just a model. It’s a human system. The more we treat it that way—with clarity, collaboration, and candor—the more resilient and impactful it becomes.

About the Author

Amy Wang shares real-world insights of organizational transformation across HR, IT, finance, and shared services. With experience spanning higher education, healthcare, and automotive industries, she brings a grounded perspective to leading change in complex environments. Amy also serves as a strategic advisor on AI integration, helping organizations align technology with workforce strategy.

She started using the #HRSSUnfiltered to open up more honest conversations about leadership, change, and the human side of complex systems. She writes about what actually works, lessons learned, and how to lead with both clarity and empathy.

Connect with Amy on LinkedIn: linkedin.com/in/amywang168.