Trends Within HR Shared Services

Enhance the Employee Experience with Design Thinking in Just 10 Easy Steps

Enhance the Employee Experience with Design Thinking in Just 10 Easy Steps

Design thinking is buzzing within the HR community. Everyone is talking about it, but not many people know how to apply it to the employee experience. As more and more employees expect abetter experience, it will be up to their employers to embrace the methodology. That’s why HR professionals need to start working on questions like “What does a great employee experience look like from end to end?” and to be able to create that employee experience, they need to build the competency of design thinking.

View this infographic to uncover ten steps to help you start your design thinking journey!

Design Thinking, Agile and Predictive Analytics to Take HR Shared Services Beyond 2020

Design Thinking, Agile and Predictive Analytics to Take HR Shared Services Beyond 2020

This report looks at how HR Shared Services can innovate in the age of digitalization. View this report to discover:

  • What HR Shared Services stands to gain from integrating design thinking and agile as a project management methodology
  • Tips on change management to ensure a successful rollout of the initiatives mentioned above
  • An overview of investment priorities in HR and share key considerations to bear in mind when utilizing big data in the recruitment process
  • And much more!
Design Thinking for HR Shared Services

Design Thinking for HR Shared Services

From start-ups to public companies, employees are demanding the same quality of service at work as they do as a consumer. As a result, high-performing companies are looking to create meaningful and memorable employee experiences.

By leveraging Design Thinking techniques, HR SSO leaders can develop an in-depth understanding of what makes their "customers" tick, co-create new HR services with users that maximize the user experience and deliver meaningful employee experiences. Considering Design Thinking is a relatively new concept for many HR shared services leaders, we created this eBook to provide our readers with:

  • A foundational knowledge of design thinking principles 
  • Expert advice on how to apply design thinking concepts to HR and shared services
  • Advice from HR SSO leaders from Expres Scripts, WVU Medicine and Freddie Mac on how to build human-centric HR shared services models and processes


Interested in receiving a PDF of this content piece via email? Just contact us at enquiry@iqpc.com and let us know!


Next Generation HR Shared Services: What Does the Best Practice HR Service Delivery Model Look Like?

Next Generation HR Shared Services: What Does the Best Practice HR Service Delivery Model Look Like?

In this day and age, the Shared Services landscape is constantly evolving due to technological disruptions, merger & acquisitions, increasing expectations to provide more value to their customers.

This interactive report focuses on how HR can be transformed to be a key partner to the business:

  • Showcase the current operating model of North American SSCs with HR Shared Services
  • Outline the next generation HR service delivery model and the benefits it brings forth
  • Benchmark your HR Services against your peer group
Agile for HR Shared Services

Agile for HR Shared Services

2019 HR Shared Services & Outsourcing Summit speaker Sanjeev Sahgal, Director of HR Shared Services at The World Bank, explains how his organization used agile to optimize processes, boost customer satisfaction and increase adaptability to change. Download this article to find out:

  • What "Agile" means and how it can be applied to HR shared services
  • Why now is the time for HR leaders to embrace Agile
  • Best practices for building an Agile culture


Using HRSS Data to Forge a New Approach to Decision Making

Using HRSS Data to Forge a New Approach to Decision Making

You’ve had the data for years, but it’s time to start really using it. The possibilities for predictive analytics are endless: dig deeper into case management, tailor employee engagement to demographic, pre-empt problems with data and brief your call center team on how to resolve cases more efficiently than ever before.

This past presentation from Ashley Hill, Director of Talent Services at Express Scripts, delves into:

  • How to leverage your position as an HRSS leader to work with the HR analytics team to streamline processes that will lead to valuable data-driven decisions
  • How to implement an event readiness team by leveraging your data, the benefits of doing so, and the wider impact it has on the business
  • The different uses of case management data, how these are best utilized back-end and in real-time dashboards, recognizing the difference between standard case volume and bad case volume and how to sift through the volume to identify where improvements lie
  • Engaging with different groups of callers and tailoring your approach to common employee problems


Design Thinking for HR Shared Services: Lessons Learned Two Years Later

Design Thinking for HR Shared Services: Lessons Learned Two Years Later

In this past presentation, Chaitanya Jayanti, MyHR Manager at Northwestern Memorial Healthcare, presents her journey tackling challenges to increase overall HR efficiency by eliminating manual processes, enhancing their HR team’s reputation, and transforming the employee service experience to make it easier for employees to “Get Answers”, “Take Action”, and “Track their HR Cases” all from a personalized one-stop shop employee service portal.

Northwestern Medicine is a nationally ranked academic medical center, with award winning hospitals providing services at more than 100 locations throughout Chicagoland area. With over 25,000 employees, their HR team has re-energized their commitment to provide amazing experiences and empower their workforce with tools, resources, and insights in the moments that matter.

View this presentation for further insights on:

  • How design thinking has helped them modernize the overall approach to HR Service Delivery.
  • How their HR Team has become more data driven by using state of art reporting capabilities to track cases and take action before cases breach SLAs
  • Using interactive dashboards to monitor team performance and make continuous service improvements.


HRSS Structure and Preparing for RPA Deployment: Lessons from Black Hills Corporation

HRSS Structure and Preparing for RPA Deployment: Lessons from Black Hills Corporation

This case study delves into the finer detail of RPA integration, looking at their initial HRSS structure, forward thinking, and overall management of RPA. More specifically,

  • Our structure: how Black Hills chose to set up their HR Shared Services organization to position themselves for digital integration. How did they structure the roles within their shared services team? How did they position themselves for scalability?
  • Black Hills’ RPA initiative: plans for RPA deployment in Y1, Y2, and Y3, identifying use cases for HR and payroll RPA, finding a vendor that suited our needs.

Presentation by:

Kris Pontious, Manager – HR Shared Services, Black Hills Corporation

Building a Relationship: Figuring Out a Common Language Between IT and HRSS Teams

Building a Relationship: Figuring Out a Common Language Between IT and HRSS Teams

Though the two disciples don’t traditionally overlap, in a Shared Services environment there are many parallels, specifically around ownership of certain functions. What is HR accountable for, and what falls under ITs jurisdiction? This struggle is a daily challenge for many organizations – and Microsoft is no exception. This Microsoft case study reviews the main points of contention between the two SS bodies.

  • Loggerheads over Project Management Methodologies: HR traditionally uses waterfall PM, whereas IT uses Agile. With a general rise in Agile across the SS industry, how can we learn from one another to better the organization?
  • The Battle of “Who’s More Right”: Be it success factors, or change management, determining which team should manage ongoing work is a constant battle. How can we overcome this to create a more harmonious work structure and environment?
  • An Unexpected Translation Service: Determining the differences between HR and IT lingo, and how these can be consolidated.

Presentation by:

Sue Gray CFE, Principal Program Manager, MICROSOFT
Larrissa Johnson, HR Senior Manager of Solution Management, MICROSOFT

Digging Through the Data: It’s Interesting, But So What? Finding and Actioning Impactful Metrics in Your Data Report

Digging Through the Data: It’s Interesting, But So What? Finding and Actioning Impactful Metrics in Your Data Report

Data, metrics and analytics: everyone’s talking about them. You want to implement these data measuring systems into your HRSS platform, or maybe you already have, but how do you filter down the data to provide you with useful, actionable measures that will acutely support your business needs? In this presentation by Brian Maloney, Global HR Shared Services Excellence Lead at United Technologies, Brian will discuss his personal experience in data-driven decision making, as well as:

  • Thinking through why we’re using data analytics in the first place: what are the business functions we’re looking to improve, what data and metrics do we need to
    support this?
  • Common mistakes with data reports: are we seeing an ROI? If not, why not?
  • Providing clarity to those on the starting line: boiling down the true purpose of operating metrics and arming people with the ability to make informed decisions.
Tackling Turnover: Building Employee Growth and Development Into Your HRSS Call Center

Tackling Turnover: Building Employee Growth and Development Into Your HRSS Call Center

Call center jobs are often viewed as stepping stones into a career in HR. As such, they often have a maximum shelf life of 2-4 years. The question is: how do you keep employees engaged and challenged in this role, having already invested in their training and development? This presentation by Jami Stewart, Senior Director of Operations at Cisco, looks at how companies have tackled the turnover head on. As well as:

  • The annual talent audit. Learn about how Cisco conducted an audit of talent in the HRSS call centers. How was this done, and what impact did this have on employee turnover rate?
  • Structuring your business to scale. What does this look like in practice?
  • Viewing your HRSS employees as a part of the HR team. How this simple shift in thinking can change company culture for the better, leading to a decrease in turnover and overall positive employee experience.


The Pros and Cons of Human Resources Shared Services

The Pros and Cons of Human Resources Shared Services

Shared services is not a new concept to human resources professionals. While there is no hard data that indicates how many companies employee a HR shared service approach, we know it exists and is being used. We also know not all companies use a shared services approach.

Why or why not?

Human Resources Shared Services

Before discussing the pros and cons of HR shared services, it’s important to define what it is and how it functions. Basically, a shared services approach to human resources is about centralizing services across different parts of the business. It:

  • Cuts down on redundant employees
  • Reduces cost
  • Improves productivity
  • Increases customer satisfaction

To read the pros and cons of human resource shared services, simply view the article.

The Consumerization of HR Technology in 2019

The Consumerization of HR Technology in 2019

Based on the popularity of Part 1: The Consumerization of HR, we decided to update the industry with a Part 2. Part 2 goes in-depth on how to strategically create a digital and seamless employee experience in 2018. MIT research has previously found that the expectation of social and collaborative tools in the workplace are no longer just a millennial request. To keep up with current trends, download this eBook and discover how creating one employer brand will benefit current employees, potential employees, and consumers.

Just a few of the topics within include:

  1. How do I create a seamless experience?
  2. The strategic advantages of applying employee-focused HR technology
  3. Integrating Employer Branding into HR & Culture Initiatives with Insight from Anheuser-Busch 
  4. Interactive Reports on U.S. Shared Services Trends within Talent & Technology in 2018
  5. Case Study: Re-imagining What's Possible with HR Service Delivery Innovation at IGT
  6. Case Study: Deciphering Whether a "Lift and Shift" vs. "Fix and Shift" Approach is More Appropriate in a Large Scale HR Transformation 
  7. And more!