The HR department has to rethink the organisation of work, business processes, and services provided to both internal and external clients. In this context, many companies choose to create a Shared Services Centre to support certain HR processes. Others have already made this choice and now want to go further by optimising their existing CSP.
HR SSC: creation and optimization challenges
The Shared Services Centre (SSC) must be seen as a tool to structure and coordinate roles that contribute to providing services with added value to external and internal clients. This organisation improves the effectiveness and efficiency of the HR function by addressing the following issues:
- Economy & Performance: Cost control and resource reallocation
- Customer orientation: Improving service quality
- HR Development: Developing the services provided by the HR function and improving its organisation and processes
- Organisational: an agile and flexible organisation supported by harmonised processes
SSC implementation and optimisation: Challenges
- How do we define and identify the SSC’s scope of action?
- How do we unite and mobilise the key players in SSC implementation thinking?
- What method should be applied to the creation and optimisation of the SSC?
- Who are the experts we need?
- Who is the project team?
- How do we guarantee ROI?
- How do we evaluate and measure the impacts associated to SSC implementation?
- How do we prepare the team for this transformation?
- How can we anticipate the issues related to skills management?
- How do we improve performance for an existing SSC?
- How do we implement a dynamic approach to the improvement of SSC performance and quality of service?
Our solutions for HR SSC implementations
We have identified 4 key tools in the implementation and optimisation of SSCs:
By relying on these 4 tools and to respond to the two maturity levels of SSCs, which are creation and implementation on the one hand, and optimisation and development on the other, ConvictionsRH has developed two support levels:
1. Implementation: Creation and operational action
- Evaluating the current situation and framing the project framework
- Defining the organisation model and the target process
- Defining the implementation strategy and change support
- Operational action
2. Optimisation: Development and improvement of an existing SSC
- Framing the project framework and defining objectives
- Auditing current operations
- Prioritising and action
- Evaluating and defining framework.