In the HR operating model of the future, functional excellence is a collaborative effort. HR can no longer be the “owner and operator” for all the things it is asked to deliver on. Instead, HR needs to serve as a “convenor” and “catalyzer” on many issues within the organization.
This shift in HR’s role makes prioritization harder, yet more important than ever. Progressive CHROs help define what HR should focus on. Enhancing operations and service delivery alone is not enough in convene-and-catalyze work. It requires formal mechanisms to involve non-HR stakeholders and empowered HR staff.
Progressive CHROs can chart the course by taking the following steps:
Create an HR COO role for strategic oversight. With HR focused on breaking down silos, the HR COO is responsible for tying together different roles to maximize functional efficacy. Responsibilities for the HR COO include optimizing technology and talent data, automating HR activities and maintaining the relationships among HR roles or teams to collaborate effectively and agilely.
Maintain shared services but aim to automate. Shared services centers (SSCs) are most effective at standardizing processes and optimizing HR costs. But a major challenge for HR shared services is designing products better suited for the end user. Our research shows that HR leaders expecting to rely more on shared services for effective service delivery plan to shift responsibility to SSCs in the areas of analytics, employee data and document administration, and employee support.