HR Shared Services Circle Newsletter #2

The HR Shared Services Circle is an invite-only forum where senior HR leaders share candid insights on today’s most pressing challenges.

In our October session, hosted by Jen Swenson, Director, HR Shared Services at First Citizens Bank, members explored how to design operating models that scale without losing local nuance.

Key Takeaways

• Standardize before you automate - governance and SOPs unlock quality, speed, and future automation.
• Co-design change - involve HRBPs and front-line users early to reduce resistance and clarify roles.
• Prove value with a service catalog + metrics - guide intake, set SLAs, and share hours saved, CSAT, and resolution times.
• Globalize where it makes sense, localize where it matters - centralize repeatable work while keeping sensitive or regulated steps close to the region.