THE SHARED SERVICE CENTER: BENEFITS BEYOND CENTRALIZATION. May 14 th, 2015 Jonathan Benhamou, CEO - PeopleDoc

Transcription

1 THE SHARED SERVICE CENTER: BENEFITS BEYOND CENTRALIZATION May 14 th, 2015 Jonathan Benhamou, CEO - PeopleDoc

2 The Dilemma of HR Budget Employee expectations

3 Cost reductions are still on the agenda HR headcount decrease by 18% in the last few years and the trend is not over. HR to FTE (full-time-equivalent) ratio of: 1:94 1: Source: XpertHR, HR Staffing, Cost and structure benchmarking 2013

4 Employee Expectations are going up 0.54s to get a response on Google.

5 Employee Expectations are going up Between 2 hours and 3 days to get a response from HR. Employees want to be empowered and are open to change.

6 Employee Expectations are going up Among those who say getting HR answers is NOT easy, the number looking for a new job nearly DOUBLES Ease of HR Questions Answered Extremely/Ve ry Easy Not Easy Extremely/Very Likely to Look for a New Job in the Next 12 Months 15% 27% Source: ADP «Human Capital Management semployee Disconnect. A Global Snapshot,» 2014

7 Consumerize HR The balance of power is shifting! The employee is now your customer.

8 The Future of HR Developing strategy Developing strategy Shaping culture & capabilities Shaping culture & capabilities Admin & people processes Admin & people processes Time spent now Time spent in the future

9 WORK DIFFERENT VIRTUALIZE YOUR SHARED SERVICE CENTER Use HR shared services as a catalyst to transform the whole HR function

10 HR Shared Services The four cornerstones of HR transformation 1 Source: Accenture - HR Shared Services The Foundation for Integrated Talent Management and High Performance

11 HR Shared Services The four cornerstones of HR transformation 2 Source: Accenture - HR Shared Services The Foundation for Integrated Talent Management and High Performance

12 Enhanced HR roles and responsibilities

13 HR Shared Services The four cornerstones of HR transformation 3 Source: Accenture - HR Shared Services The Foundation for Integrated Talent Management and High Performance

14 End to end service management Compensation admin Employee inquiries Pension admin Benefits administration New hire onboarding Leave of absence admin HR Shared Services Staffing admin Performance Management admin Relocation services Succession planning admin Training admin

15 New Service Delivery Model Employee Portal Tier 1 Knowledgebase 75% Tier 2 Competence Center 20% Tier 3 HRBPs / COEs 5%

16 HR Shared Services The four cornerstones of HR transformation 4 Source: Accenture - HR Shared Services The Foundation for Integrated Talent Management and High Performance

17 Integrated HR systems According to Gartner Analysts, what are the Key Features of an HR Shared-Service Solution? Knowledgebase Ticketing & incident tracking Workflow & escalation management Document management HR system integration SLA measurement Employee Portal Multi device Search Personalization Role based

18 HR Shared Services The Journey Source: Accenture - HR Shared Services The Foundation for Integrated Talent Management and High Performance

19 Natixis The HR Shared Services Journey Background Industry: Financial Services Number of Employees: 13k Locations: US and Europe HRIS, Payroll, and Self-Service: Peoplesoft, ADP, Employee Self-Service portal on PeopleSoft Natixis was at a crossroads, and needed to transition from centralization to the full value of shared services.

20 Change Management for HR and Employees Realized a great system that is poorly adopted does not improve your business Change management for HR & Employees Identified and embraced those who would lead the change Identified those who would be resistant to the change. Asked for help making project a success. Communicated on the project-objectives and timeline Offered workshops and training on the solutions

21 Change Management for HR and Employees

22 Employee Satisfaction and Adoption Measurement Changed processes to increase adoption Employees must now use a portal for requests to HR; HR no longer accepts requests Employee satisfaction & adoption measurement Measured adoption 1,000 out of 12,000 employees use the tool every day 100,000 requests per year (.75 requests per employee per month) Surveyed employees Natixis surveyed 1,000 employees who participated in a pilot 93% reported they were all in all satisfied by this service 93% reported that the tool is simple to use

23 HR Performance Management Natixis can analyze: # of knowledgebase articles consulted # requests opened vs closed # requests by role # requests by category HR performance management

24 HR Performance Management

25 HR Performance Management - Manage SLA s # requests outside SLA Time to first respond Time to close Percent of requests that remain closed

26 HR Performance Management

27 HR Performance Management After gathering insights, Natixis can improve performance by: Identifying new articles to be created for the knowledgebase Improving request forms Modifying SLA s Identifying problems with external tools

28 Service and Cost Transparency Service & cost transparency Measured ROI Reduced HR service delivery costs by 20% Ratio of HR: employees served went from 1:250 to 1:300

29 Service and Cost Transparency Before PeopleDoc After PeopleDoc 0

30 Expand Scope and Scale Globally Natixis currently handles the delivery aspect of all HR functions with one HR service delivery tool Next steps: Adding solutions: Natixis is adding e-signature Expanding: BPCE, the group that owns Natixis, has 100,000 employees. The next step is for the whole group to deploy PeopleDoc Maintaining processes specific to each business unit: Each business unit can use its own content and set up its own workflows Expand scope & scale globally

31 Global Leader in HR Delivery Solutions customers Our partners 1.5 million users worldwide

32 HR SERVICE DELIVERY SOLUTIONS HR Document Management Employee Portal, Knowledgebase & Case Management Onboarding

33 HR DOCUMENT MANAGEMENT HR SERVICE DELIVERY SOLUTIONS TECHNOLOGY FEATURES Organize & gather employee files Dashboards Search Role based access rights Retention Sharing

34 ONBOARDING HR SERVICE DELIVERY SOLUTIONS TECHNOLOGY FEATURES Portal Reporting & dashboards Form & task management Document management Signature & acknowledgement Knowledgebase

35 CASE MANAGEMENT HR SERVICE DELIVERY SOLUTIONS TECHNOLOGY FEATURES Employee portal Reporting & dashboards Knowledgebase SLA measurement Case management / ticketing Customized workflow & forms

36 Why PeopleDoc? HR focused User experience Security Audit trail Quick implementation Integration

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38 THANK YOU! Join us tonight at NoMI Kitchen for an exclusive culinary experience! May 14 th 2015, 6:30-9:30 PM NoMI Kitchen - Park Hyatt Chicago, 800 N Michigan Ave - Chicago RSVP to James Nevins, Vice President of Sales, Americas: +1 (703) th Avenue, 18 th Floor New York, NY