Agenda Day 1

People Services has been at the very heart of the GBS transformation journey and has led the way in establishing and developing the GBS operating model and enabling broader business transformation and restructuring during a very challenging 3 years. This case study examines the remarkable journey of the GBS People Services Team and how it aims

to drive even better value to the business as part of a more integrated GBS organisation.

·       The journey so far – the good, the bad and the ugly!

·       How People Services will evolve as part of a wider re-boot of the GBS strategy and build a world class service for the future

·       A need to leverage a digital capability to drive efficiency, enhance customer experience and drive employee productivity

·       How People Services aims to foster a culture of business value creation with a strong focus on service culture mindset

·       How People Services becomes a more integrated GBS organisation which leverages expertise across a GBS broader skills set

Pete Saunders, Director of People Services, GBS, Rolls Royce

Pete Saunders

Director of People Services
Rolls-Royce

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Lufthansa GBS, with its expansive global footprint and over 10,000 employees supporting 43 business units across 142 countries, plays a pivotal role in driving operational excellence for the entire Lufthansa Group. As the organization continues to innovate and evolve, managing attrition has become a critical component of its HR strategy. Attrition, particularly the loss of high-potential employees, poses significant challenges to business continuity and leadership development. This session will equip HR professionals with actionable insights to proactively address and reduce the impact of employee turnover. Learn how to identify key talent at risk, implement strategic retention measures, and strengthen your organization's talent pipeline.  

• Leverage data-driven approaches to identify early warning signs of potential attrition and take preemptive action to retain top talent.  
• Develop comprehensive talent maps to assess and classify staff, focusing on leadership potential and future readiness.  
• Build robust succession plans, ensuring that successors are identified and prepared to step into key roles seamlessly. 

Aranzazu Lopez, Head of Operations, HR Service Delivery, Lufthansa GBS 

Aranzazu Lopez

Head of Operations HR Service Delivery
Lufthansa Group Business Services

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PayPal’s customer support faces a dual challenge: providing timely assistance to users while ensuring efficient internal communication among support agents. Their new virtual agent, Eva, exemplifies the future of human-machine interactions. As businesses embrace conversational virtual agents, Eva’s versatility shines—empowering customers, streamlining support, and fostering collaboration among employees. Join us in exploring Eva’s journey and discover how it redefines the way we engage with digital systems. 

Cristopher Taylor, Senior Global HR - Operational excellence leader, PayPal

Cristopher Taylor

Senior Global Human Resources - Operational Excellence Leader
PayPal

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