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Building Self-Service HR Across a 35-Country European Region
Headline result
SAP HR & self-service delivered to Six Sigma quality
The challenge
A global technology and telecommunications manufacturer was rolling out SAP HR across its business sectors in Europe, but self-service wasn't yet closing every gap. A meaningful amount of activity much of it high-volume, bulk work – still had to be submitted outside the system altogether, with no clear visibility for local HR teams of where it stood in the process.
My approach
I joined the project team delivering SAP HR and its complementary modules across the organisation's European sectors, first as UK Project Manager and then as operational leader for the system across Europe, setting up and managing the Global Service Centre (GSC) based in Scotland to support the core offering. Where the system left genuine gaps, I designed and implemented a bespoke workflow and submission process that gave in-country HR teams clear visibility of their work and where it stood at every stage. I also led the strategic prioritisation, planning and delivery of regional service centre projects for operational managers and the teams they served, and ran the UK Employee Service Centre (UKESC) to a Six Sigma quality standard, managing services for around 15,000 staff across 35 countries.
The impact
Delivered a successful end-to-end self-service platform and service model for Europe and the regional Global Service Centre, covering the full range of HR services and integrated with payroll with change management built in throughout – to make sure the investment in self-service translated into real adoption, and a genuine return, not just capability nobody used.