Industry experience
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.
