Hi all,
We are creating an HR Shared Service Centre to deliver a consistent approach to HR process administration & management and I am keen to find out some best practices and pitfalls. The aim is to have one source of management information, efficient processing of HR queries/cases and point of contact for management support.
Can anyone offer any advice on how a Shared Service Centre should be set up or run efficiently?
I'm specifically keen to find out how other companies have operate including:
- What is the service model of the HR Service Centre? How does it interact with other HR groups/managers/employees?
- What are the services it offers?
- What metrics measure the success of the HR Service Centre?
My organisation was acquired a couple of years ago so we are integrating two HR ways of working. We currently have 2 central mailboxes to manage queries and will be centralising these.
Any tips or advice would be appreciated!
Thanks,
Emma
Replies
Hi Emma,
I contributed towards an integrated business centre model where we had HR and It shared services - rome wasn't built in a day as you can imagine - a long story short -
We had Hr corporately set - with two layers - one looking at high level strategy, governance and policy and one carrying out all admin, recruitment etc with a call centre with one inbox and colour coding system to signpost issues to relevant sections- team was slightly small after restructure - I was not working in Hr but in my role I was involved in this corp project - so had an input from customers too and could streamline certain Hr systems.
I also suggested to set up work streams with group champions to present and cascade information two ways- meeting dates set up to work on systems and worked closely with marketing and comms to regularly update stakeholders and also had system training days for admin , employees and managers.
Pitfalls to start off - operational inflexibility, long project implementation timescales, comms was not very effective as we went through period of change but with time these became better.
It was La of 43000 staff merging with Fire and rescue service and PCT.
Let me know your thoughts.
Thanks
Spandita
I don't know whether this helps or you are taking the same route?
Hi Emma
Great post I have 0 experience of working in an HRSS but I do know a colleague who has.
I'm sure he would be happy to email you if you send me your email address I will put you in contact with him.
All the best
Sarah