Lyndsey Taylor

Behind every smooth employee experience is a shared services process that someone fought hard to fix. In this showcase-style session, you’ll hear how leading organizations have reimagined high-impact HR processes—not through massive overhauls, but through smart design, targeted automation, and human-first thinking. 

We’ll break down the “before and after” of one core process (e.g., onboarding, payroll, case triage, mobility), showing how changes in workflow, ownership, technology, or service delivery model drove measurable improvements in speed, satisfaction, and service quality. 

What We’ll Cover: 

• What triggered the change (and what didn’t work the first time) 
• How success was measured—beyond just speed or cost 
• What the redesign unlocked: fewer handoffs, better self-service, or higher NPS 
• Lessons you can apply to your own team—no matter your tools or budget 

Reporting lines shape everything—from your budget and influence to how fast you can get things done. So where should HR Shared Services live? Should it stay close to HR to champion the employee experience? Sit under Finance or the COO for discipline and process alignment? Or be fully embedded in GBS for cross-functional scale? 

In this lively end-of-day debate, leaders from organizations with very different structures will make the case for where HRSS belongs—and how that choice impacts culture, strategy, and results. Expect passionate arguments, real-world examples, and honest takes on what works (and what drives teams nuts). 

What We’ll Explore: 

• How reporting to HR, Finance, GBS, or other functions impacts service delivery 
• Why structure isn’t just operational—it’s political, cultural, and strategic 
• How to influence structure when you can’t control it—and navigate it when you must