Customers expect fast, efficient, and personalized HR services. Thus, HR Shared Services must deliver exceptional customer experiences to maintain employee satisfaction and drive business success. This session will explore strategies to cultivate a culture of service excellence among Tier One and Tier Zero employees. Participants will learn how to empower frontline staff, foster a customer-centric mindset, and implement effective training and development programs. By the end of this session, attendees will be equipped with the tools and techniques to create a high-performing HR Shared Services team that consistently delivers exceptional service. 

Action Items: 

• Empower frontline staff with knowledge, tools, and autonomy. 
• Foster a customer-centric mindset among Tier One and Tier Zero employees, emphasizing empathy, active listening, and problem-solving skills. 
• Measure service quality, identify areas for improvement, and implement continuous learning and development programs

Astrid Whitley

Director of HR Shared Services
Parsons Corporation

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Transformation isn’t always a smooth ride. Join Nikki and Marta as they share AbbVie’s candid journey from Salesforce to ServiceNow. They’ll reveal the motivations behind their initial Salesforce implementation, including the desire to enhance internal customer experience and streamline case management. 

But they won’t shy away from the challenges they faced, especially the impact on their HR team as they adapted to the new system. We’ll delve into the strategic decision to migrate to ServiceNow and the goal of further elevating the employee experience. You’ll gain insights into the hurdles they overcame during the rapid rollout and the strategies they employed to support their HR team through this disruptive change. 

Key Takeaways: 

• The Why: Understanding the rationale behind the Salesforce to ServiceNow transition 
• The How: Navigating the challenges of rapid change management 
• The Future: Best practices for continuous improvement and agility 

Marta Boduch

Director of HR Operations and Compliance
AbbVie

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Niketa Shah

Associate Director of HR Connect Operations (Americas)
AbbVie

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Traditional metrics like cost and headcount ratios, while important, offer a limited view of HR Shared Services' true value. To achieve and understand success, we must focus on metrics that reflect the impact of HR on the employee experience, agent and partner effectiveness and business outcomes. This session will explore a range of key performance indicators (KPIs) that can help HR Shared Services elevate its strategic role.  

Action Items:  

• Assess the employee experience at key touchpoints, such as onboarding, personnel actions, benefits administration, and offboarding.  
• Ensure that HR metrics are linked to the overall business strategy and contribute to the achievement of organizational goals.  
• Utilize data analytics to uncover insights, identify trends, and make informed decisions to improve HR processes and service delivery.

Max Dubroff

Senior Manager of HR Solutions
Sandia National Laboratories

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The rapid pace of technological advancement, shifting workforce demographics, and evolving business models are reshaping the future of work. To remain competitive, HR Shared Services must be agile, adaptable, and proactive. Scenario planning is a powerful tool that can help HR professionals anticipate future trends, identify potential risks, and develop strategies to ensure organizational success. This session will explore how to leverage scenario planning to build a resilient HR Shared Services function that can thrive in an uncertain world.  

Action Items: 

• Develop contingency plans to address potential challenges and capitalize on opportunities.  
• Identify the key risks and opportunities associated with each scenario.  
• Recognize emerging trends in the workplace, such as remote work, gig economy, and AI. 

The role of HR Shared Services (HRSS) continues to evolve, with organizations grappling with whether to position HRSS as a strategic business partner or to maintain a laser focus on operational excellence and process improvement. This interactive debate will explore the merits of each approach, allowing you to hear diverse perspectives and challenge your own assumptions. 

Key topics to be debated include: 

• Strategic Alignment: Should HRSS be a strategic advisor to the business, or is that role better suited for HR business partners? How can HRSS demonstrate its value as a strategic function? 
• Operational Excellence: What is the role of data analytics, process improvement methodologies, and operational rigor in elevating HRSS performance? How do you balance strategic initiatives with maintaining high-quality transactional services? 
• Organizational Culture: Does a strategic HRSS model require a different skillset and mindset from an operationally-focused team? How do you foster the right culture to support each approach? 
• Resource Allocation: Where should limited HRSS resources and headcount be prioritized - strategic projects or operational efficiency? What are the tradeoffs involved?