HR Shared Service Provider for Regional Credit System with 50+ Banks

HR Support Provider’s Payroll, Benefits, Communications, Benefits Product Management, and Business Management areas
Measure and improve customer service levels following implementation of a new HRIS system the year before
Conduct operational assessment of processes and practices related to the HR Shared Services Center
Design a detailed operating model to improve quality, service and productivity

25%-30% increase in processing through-put
Reduced errors 15%-25% by increasing quality assurance, managerial follow-up, and training
75% reduction in overtime
15% immediate increase in productivity
Centralized project management and tracking process with clear definitions of responsibilities and accountability
Overall performance gains of 10% -20%

Guided a two-person assessment team over a five-week period to identify ways to improve customer service, quality and productivity
Conducted an objective operational effectiveness review focused on client support, transaction fulfillment, quality and customer satisfaction
Documented, reviewed and analyzed 36 work/process flows, along with performance reports, policies, service level agreements, and customer surveys
Supplemented background information with personal interviews with staff and managers
Facilitated work sessions with HR leadership to identify, review and prioritize issues – resulting in 100+ specific issues and opportunities
Developed performance standard targets and key metrics to support win-win service level agreements
Redesigned key workflows and developed staffing models based on new service and quality standards, activity-based workload, and volume forecasting assessment
Designed and adopted an integrated implementation plan including steps, timing, and accountabilities