Human ResourcesHR Shared Services and Service Delivery
Consolidating human resources administration into a shared service is justified on cost and delivered as a queue, unless the transactional work is genuinely redesigned rather than merely relocated. This course covers the difference. Delegates work through service catalogue definition and the split between self service, shared service and expert advice, process standardisation across business units that each believe they are exceptional, and the technology and case management that makes volume manageable. Service levels, measurement and the customer experience of an internal service are covered. Escalation into specialist teams and the handoffs that fail follow. Governance, chargeback and the relationship with business partners are addressed. The course closes on continuous improvement and on the work that should never have been centralised.
Course objectives
- Define a service catalogue and split work across delivery tiers
- Standardise processes across units that consider themselves exceptional
- Implement case management and self service effectively
- Set service levels and measure the internal customer experience
- Design escalation into specialist teams without dropped handoffs
- Govern the service and handle chargeback arrangements
- Identify work that should not have been centralised
Who should attend
- Human resources shared service managers and staff
- HR operations and administration teams
- HR business partners interfacing with the service
- Systems staff supporting HR technology
- Executives sponsoring a shared service programme
Course outline
- 01Relocated rather than redesigned
- 02Service catalogue and delivery tiers
- 03Process standardisation across units
- 04Technology and case management
- 05Self service and its limits
- 06Service levels and internal customer experience
- 07Escalation and handoffs
- 08Governance, chargeback and continuous improvement
Scheduled sessions
| Dates | Venue | Format | Price | Register |
|---|---|---|---|---|
| 23 to 25 November 2026 | Dar es Salaam, Tanzania | Classroom | USD 995 per delegate | Register Now |
| 9 to 11 December 2026 | Cape Town, South Africa | Classroom | R14,950 per delegate | Register Now |
| 23 to 25 December 2026 | Windhoek, Namibia | Classroom | R14,950 per delegate | Register Now |
| 13 to 15 January 2027 | Online | Online | R6,500 per delegate | Register Now |