At First Student, the world’s largest private student transportation company, we recognized that operational excellence in HR required more than incremental fixes; it required transformation. We began by conducting a rigorous “As-Is” analysis, using resource load studies, process mapping, and management system reviews to uncover where time, effort, and decision-making were breaking down.

Armed with these insights, we defined the “To-Be” future state and stood up a centralized HR Shared Services function to streamline processes, improve service delivery, and free managers to focus on what matters most: people and performance.

This session will share how we bridged the gap from research to execution, the lessons learned along the way, and the measurable impact of building a shared services foundation that supports both efficiency and employee experience.

Learning Objectives:

How to use “As-Is” research (resource load analysis, process critiques, operating system review) to diagnose organizational pain points.

Practical steps for designing and standing up HR Shared Services in a large, complex environment.

How to align future-state process excellence with improved employee experience, leadership bandwidth, and measurable business outcomes.