case studies
Financial services
HR Shared Services - Operations Design & Management
- Client
- Barclays Bank PLC
- Sector
- Financial services
Project description
Barclays had decided to implement a true shared services model for HR administration, with common processes and systems to replace numerous distributed operations.
A key aim of the project was to achieve aggressive cost and service targets.
The implementation included a new centre of 200+ staff and new software including SAP and Siebel.
ItemPlus formed part of the team developing the operational design. This started with a high-level proposal for revised roles, responsibilities and interactions between the new centre, staff and HR professionals.
The design was then progressively developed to a precise level of detail for process, transaction and organisation.
ItemPlus then helped to develop the operations management capability of the centre. This included the creation of a planning and control function, development of a management control system, and education to reinforce the role of team leaders in driving productivity.
ItemPlus has subsequently supported the management of the centre in operational performance improvement.
Outcome
The HR Shared Services Centre is supporting the Bank’s 70,000 UK employees, and meeting its cost and service targets
