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THE APQC BLOG


TRENDS TO LOOK OUT FOR IN HR SHARED SERVICES

Trends to Look Out for in HR Shared Services Trends to Look Out for in HR Shared
Services Trends to Look Out for in HR Shared Services Email

Throughout my 10+ years at APQC, HR shared services has been one of the hottest
topics for our members—and for good reason. The shared services delivery model
moves responsibility for high-volume transactional HR work from
business-embedded HR partners to HR staff working in a centralized services
organization. Leveraging standard HR processes and technologies, an HR shared
services organization can deliver many business benefits including:

 * lower HR costs, 
 * faster HR response times, 
 * higher quality HR services, and
 * more strategic collaboration between HR business partners and business
   leaders and managers.

Recently, we completed the eighth cycle of the APQC and ScottMadden HR Shared
Services Benchmarking Study. I am excited to share that Karen Hilton and Molly
Donofrio, partners in ScottMadden’s Corporate & Shared Services practice, will
be discussing the benchmarking results on an upcoming APQC webinar. 

I sat down virtually with  Karen and Molly for a preview of the topics they will
be covering on the webinar. I also asked them about the priorities and
challenges they are hearing about in their work with HR shared services
clients.     

Here are a few key takeaways from our discussion, but to tap into their full
insights on current HRSS trends and performance drivers, please join our
upcoming webinar, The Latest Trends and Performance Levers for HR Shared
Services Organizations.

What are top priorities for HR shared services organizations today?

HR shared services organizations (SSOs) are focused on two main priorities
today. First, considering uncertain economic times, it’s become increasingly
important for SSOs to demonstrate value to the business. This comes in two
primary ways – efficient delivery and valuable insights. SSOs must continue to
look at their operating model in terms of cost and efficient performance.
Benchmarking can be key to understanding current performance and identifying
areas to drive further value. 

The second aspect of this is using operational data to provide valuable insights
to the business. HR SSOs have a wealth of information at their fingertips and
through data analytics, this information can be used to provide insights to the
business to aid in planning and program development. Examples include analyses
looking at program adoption, employee turnover and hiring trends, and the ways
users interact with HR platforms. 

The other main priority is providing excellent customer service and ensuring a
positive user experience. It is important that employees and managers want to
use the services of the SSO even if use is mandated. This excellent service
facilitates further expansion of the service delivery model to aid in providing
increased value to the business.

What challenges do HR shared services organizations need to overcome to meet
these priorities?

Like every business, an HR SSO may experience challenges in attracting and
retaining talent, in continuous improvement, in effective use of technology and
in ensuring that technology and tools are up-to-date and meeting the demands of
their customers. Taken all at once, these challenges can be overwhelming and can
be hard to address while managing the day-to-day. 

SSO leaders can assess each priority and challenge and identify opportunities
for change and growth and align these to their strategic and operational
planning. They should involve their continuous improvement focused people in
this effort. During our upcoming webinar, we will share some frameworks and
goals that can be used in these plans.

What are some of the biggest changes that HR shared services organizations have
experienced over the past few years?

The most significant recent change in the landscape of HR shared services has
been the virtual workforce of the post-pandemic era. SSOs both support employees
and managers who are working virtually and operate with a group of virtual or
hybrid workers. Both situations come with positives and challenges that
influence how SSOs operate and grow today.

You are presenting on an upcoming APQC webinar: The Latest Trends and
Performance Levers for HR Shared Services Organizations. What can attendees
expect to learn?

Attendees can expect to learn about a framework for assessing their operations
that encompasses different aspects of their HR delivery model. We’ll start by
sharing benchmarks focused on your organization and staffing. Organizations have
often struggled with transitioning their field HR teams when moving to shared
services and we will explore leading approaches for enabling your HR business
partners and field teams to operate strategically and effectively. We will look
at policy and process aspects and how to overcome key issues that we often see
due to lack of standardization. We will examine how tools and technology can be
enablers and discuss various support models between your HR and IT teams.
Finally, we’ll cover how HR SSOs can use data and metrics to manage their
performance with a focus on operations and service management. All of these
aspects will provide tools for HR SSOs to continue to advance their service
delivery models.

Register today to hear ScottMadden’s Karen Hilton and Molly Donofrio discuss the
latest results from APQC and ScottMadden HR Shared Services Benchmarking Study
on our webinar: The Latest Trends and Performance Levers for HR Shared Services
Organizations.

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ELISSA TUCKER

Building on more than 15 years of experience in human resources research,
writing, and advising, Elissa Tucker develops and executes APQC’s human capital
management (HCM) research agenda.

Contact Elissa
Published on:
Nov 27, 2023



APQC (American Productivity & Quality Center) is the world’s foremost authority
in benchmarking, best practices, process and performance improvement, and
knowledge management (KM). With more than 1,000 member organizations worldwide,
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decision-making and develop internal skills. Learn more.

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