Explore the Possibilities

Transcription

1 Explore the Possibilities 2013 HR Service Delivery Forum What s Really Working in Shared Services Panel Discussion 2013 Towers Watson. All rights reserved.

2 Today s discussion Panel Member Introductions 15 minutes Michael McCreary, Intuit, Director, HR Services Operations Jeannene Michel, salesforce.com, Senior Director Global Employee Success Shared Services Jay Purnell, Covidien, Manager AskHR Shared Services Interest Group Overview 5 minutes Facilitated Discussion 40 minutes Open Forum 15 minutes towerswatson.com 2013 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only. 1

3 Shared Services Interest Group The mission of the group is to provide networking, educational and collaboration opportunities to HR Shared Services professionals The sessions will function as facilitated discussions among the member companies to share HR Shared Services related: Personal experience/case study Lessons learned Research obtained, educational topics Identify opportunities to build/create tools, processes, something innovative that can be shared/leveraged across the group and maybe beyond towerswatson.com 2013 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only. 2

4 Why we exist as a company To improve our customers financial lives so profoundly they can t imagine going back to the old way We serve these end customers Better Money Outcomes Consumers Small Businesses Financial making & saving money, grow & profit and those who serve them Accountants Financial Institutions 3rd Party Contributors Productivity turning drudgery into time for what matters most Compliance without even having to think about it Confidence from the wisdom & experience of others towerswatson.com 2013 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only. 3

5 Our HR Challenge: Accelerate global growth From ~8,000 employees...in 6 countries...in 28 locations...7% virtual To 15,000+ employees...in 15 countries...in 50 locations...15+% virtual Would our current mindset, processes, systems and delivery channels be effective? Efficient? Scalable? towerswatson.com 2013 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only. 4

6 Our Mission: Cloud Computing Driver, Catalyst and Evangelist Mainframe Client/Server Enterprise Cloud Computing No Hardware/Software Subscription Model Automatic Upgrades Constant Innovation 1960s 1980s Today 5

7 The Cobbler s Children Lack of integrated, fully functioning technology Many manual processes can t scale Reactive service is shifting Siloed organization behavior is changing ES support by luck Outdated Intranet BP support can t scale Which Chatter group to post question Chatter support enables bad behaviors FY14 (current year) We are finally getting our own shoes! 6

8 Who We Are 43,000 employees 50,000+ medical products $12 billion company Top 5 healthcare company 7

9 HR Services Milestones April Workforce Communication Analytics CRM Helpdesk October Core HR & Payroll US Self-Service September ecompensation October November US Annual Enrollment April MN Alignment October AskHR Survey HRIS Activities April New Hire Processing Global Footprint Standardization May Global Mobility/Relocation September LATAM Expansion September HRIS Help Desk (2 employees) August HR Services May Hired Temps for AskHR June AskHR Go Live Recruiting January Profile & Succession AskHR 800# AskHR Extended Hours January Telephony System June EMEA Alignment September APAC Expansion China April APAC Expansion Phase 2 8

10 Facilitated discussion topics Measuring customer satisfaction Use of crowd-sourcing as a form of Tier 1 Virtual vs. on-site Global model Segmentation Multi-functional shared services organizations Career paths Adoption methodology or lessons learned towerswatson.com 2013 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only. 9

11 Questions towerswatson.com 2013 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only. 10

12 Today s facilitators Courtnay Sotelo Senior Consultant courtnay.sotelo@towerswatson.com Nicole Hardt Consultant nicole.hardt@towerswatson.com towerswatson.com 2013 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only. 11

13 Today s facilitators Jay Purnell Manager AskHR jay.purnell@covidien.com Michael McCreary Director, HR Services Operations Michael_McCreary@intuit.com Jeannene Michel Senior Director Global Employee Success Shared Services jeannene.michel@salesforce.com towerswatson.com 2013 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only. 12