Reorganizing your HR teams into a Shared Services model is a great opportunity to review your HR processes. How many processes do you have that are outdated or inefficient? What can you do differently now that you have a different structure? Which global processes can you standardize in order to gain more efficiencies - and to provide the best possible employee experience? Streamlining your HR processes can increase efficiency while improving the quality of service your HR teams provide. And if you don’t take the opportunity to streamline your processes at this point, you won’t be able to see the true benefits a shared services model can bring you.
2. Make a Plan for Continuous Proactive Improvement
After moving to Shared Services, you’ll want to keep improving your HR processes and service quality over time in order to realize the full benefits. To do this, you will need ways to measure and monitor your KPIs, like SLAs (service level agreements), and to identify trends and bottlenecks. These metrics give you the power to make informed business decisions so you can understand how effective your HR service delivery is and where you can improve. You’ll also want to plan for regular check-ins to be able to get in front of potential issues, rather than only looking at your reports when something has already gone wrong.
3. Implement the Right Technology
Across industries, we’ve seen that technology is a critical component for Shared Service Centers. With the move to Shared Services, you may no longer have local HR or the HRBPs your employees are used to contacting for help. When employees need support, how will you ensure they have the resources they need? Case management technology allows your employees to contact HR - connecting them with the right person to help resolve their problem. And self-service capabilities let your employees find answers on their own. This kind of technology also gives your HR representatives the tools they need to resolve requests quickly and accurately, so your employees will be satisfied - wherever they are located.
Nicole Lindenbaum is the Director of Product Marketing at PeopleDoc. She writes and speaks about HR service delivery, HR technology, digital transformation, and the future of work. With significant experience in enterprise software, Nicole has worked in both HR technology and document management software.
Nicole holds a Bachelor of Fine Arts from Syracuse University and a Master of Business Administration from Washington University in St. Louis. She lives in Brooklyn, NY.