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(1)

Towers Watson’s 2013 EMEA HR Service Delivery and Technology Forum

HR Transformation at American Express

Kerrie Peraino, American Express

24 September 2013

(2)

Welcome

Why we’re here

Transforming HR at American Express

Bringing HR along the journey

(3)

What would you do if…

Your employees had

14 different entry points

for basic administrative

HR needs

Your managers spent

more than 1 working week

per year on basic

HR transactions

Country HR data was

handled manually

Your HR teams were spending valuable time on

“time-consuming,

tactical activities that should be easier.”

Lack of role clarity was resulting in people across HR

duplicating

(4)

By late 2011, the case for change was clear

Service Challenge

Improve the employee experience

with HR

Global Challenge

Provide more consistent HR

support across the globe

Business Challenge

Provide better HR services at

lower costs

Regulatory/Compliance

Challenge

(5)

With a clear vision in place, we officially embarked on a

journey to Transform HR

Deliver consistent, high-quality and intuitive HR solutions

and services to our colleagues across the globe

Ultimately, ensuring our employees and leaders would have:

Multiple access channels for HR transactions

Clarity around where to go for what

Direct access and self-service capabilities

(6)

And with that in mind, we designed our future

A tiered HR service delivery model with clear responsibilities and hand-offs

Self-service

HR portal

Enhanced

service centers

Redefined

HR teams

We selected Aon Hewitt as our

HR Outsourcing (HRO) partner

We defined 4 distinct HR roles

(a shift from our existing 3)

HR Business

Partners

Market HR

Centers of

Excellence

Global Strategic

Capabilities &

Servicing

(7)

Why the four distinct roles?

Local talent planning

Community

Employee Engagement & Advocacy

Employee Development

Talent management

Leadership development

Organizational effectiveness

Coaching/advising business

leaders

Global HR service delivery

(operational processes) /

user experience

HR systems standards and support

HR/workforce data and analytics

and decision support

Market HR

HR Business Partner (HRBP)

Center of Expertise (COE)

Global Strategic Capabilities & Servicing

Global HR program design &

delivery

Global process ownership and

program delivery standards

Expert consultation for specific COE

Thought leadership and program

(8)

This year, we’ve had teams in place to focus

on preparing for implementation

Our systems and services

Building the portal

Benefits administration

Absence management

HR self-service

Defining service center

solutions

Preparing for implementation

Our HR roles

More clearly defining how the

new roles will work

Deep dives within a role’s

responsibilities

Reviews across how the

roles work together

New HR competencies

Developing role training for

2014

(9)

Yet with all of this planning underway,

within our HR teams we had a whole other challenge

How do we keep our teams

engaged on such a long journey?

2011

Introduce

project

HR survey

2012

Design future

HRSD model

2013

Build future

model

2014-2015

Implement

and sustain

The answer?

A team dedicated to change and

communication within HR

(10)

Providing regular

updates

Quarterly Town Halls

Monthly project

updates on our

intranet

Glossary of terms

Background

information

Transform HR

Roadmap

This team set out to

inform

, involve and inspire HR

(11)

Enabling our HR

leaders

Quarterly HR

Leadership Forums

Leadership

Conversation

Workshops

Change and

communication

“Buddy Network”

Individual Journey

This team set out to inform,

involve

and inspire HR

(12)

Connecting to their

hearts and minds

Monthly Spotlight

articles from team

members

Focus on What’s in it

for me?

This team set out to inform, involve and

inspire

HR

INSPIRE

An excerpt from an article about role deep dives:

“I’ll be honest; it’s been hard and draining work.

Yet what I’ve been most impressed by is the positivity,

candor and confidence of this team – and that’s what

kept me inspired.

Walking away from this work I see a future where we

are more organized, efficient and clear on our

responsibilities.

There will need to be a high level of collaboration

between roles and teams, but it will be a far more

(13)

Looking forward

The systems and service centers are critical.

But true success will rely on our ability to

(14)
(15)

Today’s Presenters

Elena Kewell

Senior Consultant, HR Service Delivery

elena.kewell@towerswatson.com

+44 7989 337306

Joanna Miller

Director

Joanna.L.Miller@aexp.com

+44 1273 211671

Jennifer Hand

Director

Jennifer.J.Hand@aexp.com

+44 7850 700746

Kerrie Peraino

Senior Vice President

Kerrie.Peraino@aexp.com

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