Mark AshtonGeneral Manager, People Support
1:40 PM A Shift in Operating Model for HR Services From a Decentralised Business Partner focused Setup to a Centralised, Single Contact Centre
This session will highlight the milestones and challenges of moving 12,000 people across xx brands to a single HR services contact centre. The was driven by the need to streamline processes for employees with a single HR touch point. The shift from a Business Partner model has not been an easy one and there have been a lot of lessons learnt. But some of the wins have been the efficiencies and tie savings. This session will look at the laying down the ground work, SLAs and effectively managing the change.
- Setting up the contact centre
- Managing the change
- Measuring success