HR Shared Services & Service Delivery Excellence Training Course

Course Overview

Learning Objectives

• By the end of the course, participants will be able to:
• Analyze HR Shared Services principles, structures, and operating models.
• Evaluate the effectiveness of existing HR service delivery models.
• Design an HR Shared Services model aligned with organizational requirements.
• Define service scope, ownership, responsibilities, and delivery channels.
• Standardize HR service processes to improve consistency and quality.
• Apply effective approaches to managing employee requests and inquiries.
• Develop measurable service-level standards and performance requirements.
• Improve HR service response times, quality, and employee satisfaction.
• Identify opportunities for HR digitalization, automation, and self-service.
• Establish appropriate KPIs for monitoring HR Shared Services performance.
• Apply continuous improvement techniques to recurring service delivery issues.
• Develop an actionable roadmap for HR Shared Services and service delivery excellence.

Who Should Attend

Learning Outcomes

• Upon successful completion of this course, participants will be able to:
• Assess the maturity and effectiveness of HR Shared Services operations.
• Evaluate different HR service delivery models and their organizational applications.
• Define the scope and structure of an HR Shared Services function.
• Establish clear service ownership, roles, responsibilities, and escalation paths.
• Develop standardized HR service processes and operating procedures.
• Manage employee requests and inquiries through structured service workflows.
• Establish appropriate service-level agreements and performance standards.
• Monitor service quality, response times, resolution rates, and employee satisfaction.
• Identify recurring service problems and conduct root cause analysis.
• Develop digitalization, automation, and employee self-service opportunities.
• Build HR Shared Services dashboards and performance reporting frameworks.
• Develop a continuous improvement roadmap for HR service delivery excellence.

Course Outline