Design thinking meets HR Operational Services

Posted by Kraig Eaton, Mustaque Ali, Maribeth Sivak and Kelyse McKeon on April 11, 2017.

As organizations strive to build a differentiated employee experience to drive engagement, growth, and a Simply Irresistible Organization™ , HR can take the lead by architecting and stewarding the HR customer experience by rethinking how HR work happens. Transitioning from cost-focused HR Shared Services to experience-focused HR Operational Services is on many HR agendas. But how do you make this shift happen? The answer may lie in applying design thinking to shape an effective, intuitive, and engaging HR customer experience.

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Know before you leap

Understanding potential HR Shared Services implementation issues ahead of time can help solve them more easily or bypass them altogether


Posted by Shannon Sheckler on August 26, 2016.

Organizations continue to explore and migrate a variety of HR work to shared services models. What originally started as a way to enhance the customer (employee) experience and save costs in transactional operations is evolving into a range of services to better support globalization, a virtual workforce, and global talent strategies. Reaching HR Shared Services’ (HRSS’) potential, however, means first clearing a few hurdles along the way. In the spirit of “forewarned is forearmed,” here are five of the most common issues you may encounter when transitioning to HRSS, along with some considerations for managing them.

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Another opportunity to extend HR Shared Services—COEs


Posted by Vyas Anantharaman, Kelley Taylor, and Diksha Dehal on June 03, 2016

We’ve devoted a few discussions to how organizations can make better use of HR Shared Services (HRSS) and why they should. Today’s HRSS centers are more innovative, more technologically proficient, and far more interactive and knowledge-based than they have traditionally been perceived. These advancing capabilities make HRSS well-suited to support another vital area of HR: COEs (Communities of Expertise). With a few targeted steps up front to help facilitate the transfer, services traditionally handled in COEs can also be handled effectively and efficiently via HRSS. The goal is not to diminish or replace COEs, but to free their resources for more value-added activities.

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Myth busting HR Shared Services

How accurate are your perceptions of HRSS?

Myth busting HR Shared Services Posted by Greg Vert on March 16, 2016

If you still think of HR Shared Services (HRSS) organizations as little more than call centers and data entry hubs, it may be time to reset your perceptions—and your expectations. HRSS is continuously evolving to meet a new set of demands from the businesses it supports. To meet these demands, the modern HRSS operates more like a commercial business—focused on cost control, value creation, and customer service all at once.

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Deconstructing the HR-as-a-Service hype

Toward a new model of managed solutions in the cloud era

Toward a new model of managed solutions in the cloud era

Posted by Michael Gretczko and Daniel John Roddy on November 18, 2015.

With the rapidly increasing adoption of cloud-based human resources (HR) systems, forward-thinking business and HR leaders are beginning to look at the implications for their global HR service delivery models. There are exciting developments in the emerging ecosystem of HR service providers growing up around the leading cloud-based platforms. But some caution is in order as well: it is perhaps easy to get caught up in the HR-as-a-Service hype surrounding these developments without fully considering how they might work in your organization.

Before assuming that cloud-based HR systems will somehow breathe new life into the one-stop-shop HR outsourcing (HRO) model through an HR-as-a-Service construct, it might be worthwhile to step back and take a more holistic view of managed services in the cloud era. Buyers and Suppliers have different perspectives, and all eyes should be on the prize: an HR function that has the ability to drive positive, high-impact outcomes for the business, and for its people.

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4 ways HR Shared Services is innovating with the times

4 ways HR Shared Services is innovating with the times

Posted by Laura Poindexter on November 12, 2015.

Companies originally set up HR Shared Services (HRSS) organizations as a way to centralize, save costs, and add efficiency to routine HR processes. But as technology has advanced, many of the basic transactions (e.g., inputting and updating employee data, entering a leave request) that used to be HRSS’ bread and butter have become self-service enabled, so leaders and employees can handle them without HRSS intervention. As a result, HRSS organizations have had to think about how to reinvent themselves to remain relevant to the business—including providing services that require more complex, higher-value-added interaction with employees, such as recruiting or employee and labor relations. The focus is increasingly on serving evolving employee needs and interests in line with shifts in how people live and work today. Here are four ways HRSS is innovating with the times.

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Blended HR

Instead of choosing between HR outsourcing and shared services, many companies opt for a blend of both

Blended HR

Posted by Annalie Radburn on October 20, 2015.HR Outsourcing (HRO) and HR Shared Services (HRSS) have been common HR operating models for many years. Both models offer value, and each approach has specific strengths and considerations. While organizations have commonly leaned towards one or the other, in recent years we’ve seen a trend toward a more blended approach. Many organizations are finding they can strategically adopt shared services for certain functions while outsourcing others in order to reap benefits from both models.

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Rising expectations

How the cloud is helping to elevate talent needs in HR Shared Services

How the cloud is helping to elevate talent needs in HR Shared Services

Posted by Gautam Shah on September 9, 2015.

Are you a leader in an HR Shared Services organization?
Are you a member of an HR Shared Services organization?
Are you evaluating or implementing a Cloud/SaaS solution for HR?
Are you transforming your HR function?
Are you setting up a new HR Shared Services organization?
Are you insourcing your HR service delivery?
Are you responsible for managing talent in your HR organization?

If you answered “yes” to any of these questions, you might find some useful nuggets here.

Over the past 5+ years, we’ve seen a tremendous surge in the number of organizations moving to the cloud. Cloud or Software-as-a-Service (SaaS) technology has disrupted the HR function across multiple dimensions—organization, process, people, and technology—including the HR Shared Services (HRSS) organization and its people. This disruption, coupled with the changing perception of the shared services organization from a traditional back-office administrative function to a strategic value-added operational function, has resulted in the need for different talent and skills to support this elevated position.

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