HR Operations can provide a central point for staff in a range of services across multiple disciplines including payroll administration; recruitment; resource management & succession planning; definition of roles and responsibilities and the administration and delivery of training & development solutions.

To succeed there is a need to have a consistent understanding of all work types, the processes adopted and volumes across all existing functions, as well as the ability to align resources and skills against overall business requirements in the centralised ‘shared service’ teams.

By centralising high-volume transactional processing or creating a shared service function it is possible to create a more streamlined structure that will deliver:

• Consistency in process performance
• Reliability of service
• Increased quality
• Economies of scale
• Reduced administrative cost.

eg operational intelligence® can provide a consistent approach to proactively manage work, resources and performance that drives process efficiency. It will also provide real-time information on how HR Operations are performing in terms of service responsiveness, quality and efficiency. This information on overall operational performance can be used to improve operational effectiveness.

With improved Management Information (MI) within eg operational intelligence® you will be fully able to understand, report and subsequently manage across the core HR Operational areas. This will deliver:

• MI on the number and type of HR requests that are received
• Consistent capacity planning across HR Operations against incoming work volumes irrespective of how they are received (telephone, e-mail, intranet requests etc.) or the type of request
• Clearly defined ownership of the total HR proposition including both advice and administration activities
• Transparent reporting at all levels including the quality of work or advice provided and the level of service and productivity achieved.