Challenge: In today's complex HR landscape, payroll doesn't always fall under HR's jurisdiction, but its impact on employee experience and organizational efficiency is undeniable. This panel discussion explores the critical connection between payroll and HR Shared Services, regardless of their direct reporting structure. 

Focus: This session brings together a diverse panel of experts to address key questions: 

• The Strategic Role of Payroll: How can payroll data be leveraged to inform HR strategy, talent management, and workforce planning? 
• Optimizing Efficiency through HRSS: Can HRSS principles be applied to streamline payroll processes, improve accuracy, and enhance employee satisfaction? 
• Beyond Jurisdiction: Whether directly under an HRSS umbrella or not, how can payroll and HRSS foster stronger collaboration for better outcomes? 
• Future of Payroll in a Shared Services Environment: As technology and regulations evolve, what are the emerging trends for integrating payroll into a broader HRSS framework? 

Amy Wang

Head of Human Resources and HR & Payroll Shared Services, Americas
Mercedes-Benz North America Corporation

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Chaitanya Jayanti

Manager, MyNM Service Center
Northwestern Memorial HealthCare

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Sarah Chasney

Director of Payroll, Travel and Expense
Banfield Pet Hospital

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As HR took the lead to better understand how work was done in their organization, they set the tone for the organization that led to analysis across the functions to examine headcount, labor cost, and efficiency of the organization. Use of the work activity analysis helped provide real insights to the organization as they made strategic shifts and decisions. This session will address how the insights of the assessment were used to make changes and lessons learned along the way. 

Sponsored by: ScottMadden

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Christine Burrell

Vice President, Corporate HR and HR Compliance
BrandSafway

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Rick Bridger

 Director, HR Shared Services and Operations
BrandSafway

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Challenge: When Susan arrived at Southwire, the HR technology landscape was fragmented, with processes built around fulfilling business requests without a strategic vision. The team functioned as "order takers," simply responding to individual needs rather than aligning them with a broader HR strategy. 

Solution: This session delves into Southwire's remarkable transformation, spearheaded by Susan and her team. Discover how they transitioned from an order-taking model to a strategic, consultative approach that positions HR as a valued partner in driving business success. 

Key Learnings from Susan Irwin: 

• Instill a "People Ops" philosophy within your HR team, fostering a culture of ownership and strategic thinking 
• The "WWGD" Approach (Where Work Gets Done): emphasize user-centric design and focus on how technology can empower employees to do their best work. 
• Enable your team to proactively ask questions and understand the business challenges employees are trying to solve. 
• Develop a strategic framework to guide system selection and build a future-proof HR technology roadmap. 

Susan Irwin

Vice President, P&C (HR) Technology and Systems
Southwire Company

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Challenge: Managing employee inquiries and issues across fragmented systems can be a nightmare for HR Shared Services. This often leads to slow resolution times, frustrated employees, and a lack of visibility into case progress. 

Solution: Dive deep into Northwestern Medicine's journey to optimize their HR case management. Learn how they leveraged a case management tool to streamline processes and empower employees. 

Unveiling the "How": 

• Standardize case management practices to ensure consistent handling and efficient resolution. 
• Explore how your case management tools facilitate efficient case assignment, routing, and tracking, optimizing workflows for HR case managers. 
• Utilize your system to move cases seamlessly across your HR service delivery model, ensuring efficient resolution regardless of complexity. 
• Leverage your tools for various HR functions, streamlining the employee digital experience. 

Chaitanya Jayanti

Manager, MyNM Service Center
Northwestern Memorial HealthCare

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Challenge: With the advancement of automation, tier one support in HR Shared Services is now able to face complex queries that typically require escalation.

Solution: Upskill your tier one team with the knowledge and tools to confidently address a wider range of HR inquiries. Empower your frontline to resolve complex issues efficiently and improve overall customer satisfaction.

Learn how to:

·       Craft comprehensive resources that empower tier one agents to effectively troubleshoot and resolve complex inquiries.

·       Utilize escalation triggers effectively

·       Leverage knowledge management tools and collaboration platforms

·       Foster a culture of problem-solving, empowering tier one agents to analyze inquiries, identify root causes, and explore solution options.

Beth Cord

Vice President, HR Shared Services
L'Oreal

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Gretchen Nery

Director, Employee Services
AdventHealth

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Challenge: HR Shared Services deliver valuable services, but often employees aren't aware or don't utilize them. This can lead to frustration, missed opportunities, and a feeling of disconnect between HR and the workforce.

Solution: Learn how to bridge the gap! This session equips you with actionable strategies to drive employee adoption of your HR Shared Services offerings, fostering a culture of awareness and utilization.

Unlocking Employee Engagement:

·      Explore creative communication tactics to increase awareness and showcase the value proposition of your HR Shared Services.

·      Discover methods to effectively measure the impact of your services, using data to demonstrate the positive outcomes you deliver.

·       Learn how to actively solicit and incorporate employee feedback to continuously improve your services and user experience.

·       Explore strategies to empower employees to become champions for your services.

Morgan Shannon

Corporate Director - Human Resources Shared Services
New York-Presbyterian Hospital

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