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

HR Director – HR Central
Global Tech-Driven Corporation in Defense, Infrastructure, and Cybersecurity

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Tiffany Clark

Global Head of People Solutions & Wellbeing
S&P Global

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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, HR Systems and Content
AbbVie

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Optimizing the pre-boarding process is crucial for a positive new hire experience and organizational efficiency. This session will delve into Main Line Health's HR Shared Services initiatives to drive process excellence in pre-boarding. We will examine how targeted improvements in communication, documentation, and technology integration contribute to reduced onboarding time, improved compliance, and increased new hire satisfaction. 

Christina Batot

Director, Employee Experience
Main Line Health

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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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