HR Services Operations

Course Code: HR143

Course Overview:

The HR Services Operations course provides an in-depth understanding of how Human Resources (HR) services are delivered and managed in organizations. It covers the key processes, technologies, and best practices needed to ensure efficient and effective HR operations. The course focuses on delivering HR services at scale, enhancing the employee experience, and aligning HR functions with broader organizational goals.

Participants will learn how to manage HR operations, including payroll, benefits administration, employee records, and compliance with employment regulations. Emphasis is also placed on the strategic role of HR shared services, outsourcing, technology platforms, and HR analytics to streamline operations and improve decision-making.

Course Objectives:

By the end of this course, participants will be able to:

• Understand the role and importance of HR operations in supporting business objectives and employee needs.
• Learn about different HR service delivery models, including shared services, outsourcing, and centralized HR.
• Gain insights into key HR functions, such as payroll processing, benefits administration, employee support, and records management.
• Explore the technology platforms used to automate and manage HR services, including HR Information Systems (HRIS).
• Master the principles of compliance and risk management in HR, ensuring adherence to legal and regulatory requirements.
• Develop skills in managing HR processes, optimizing workflows, and using analytics to enhance operational efficiency.
• Explore emerging trends such as HR automation, artificial intelligence, and the growing focus on employee experience in HR services.

Course Outline

Introduction to HR Services Operations

• Overview of HR Services Operations
• Role of HR Operations in Organizations
• Evolution of HR Service Delivery Models (Shared Services, Outsourcing, and Insourcing)
• Key Stakeholders and Functions within HR Operations

HR Service Delivery Models

• Traditional HR vs. HR Shared Services (HRSS)
• Centralized vs. Decentralized HR Functions
• HR Outsourcing: When and Why to Outsource HR Services
• Global HR Service Centers: Strategies for Scaling HR Operations
• Evaluating HR Service Delivery Models for Efficiency

HR Information Systems (HRIS) and Technology

• Introduction to HR Information Systems (HRIS)
• Key Features of HR Technology Platforms (Payroll, Benefits, Employee Self-Service)
• HR Automation: Streamlining HR Operations through Technology
• Data Security and Privacy in HR Systems
• Role of Artificial Intelligence (AI) in HR Operations
• Selecting and Implementing HR Technology Solutions

HR Processes and Workflow Management

• Overview of Key HR Processes (Onboarding, Offboarding, Employee Records Management)
• Designing Efficient HR Workflows
• Optimizing HR Processes: Best Practices and Tools
• Metrics and KPIs for Measuring HR Service Delivery Efficiency
• Process Improvement through Continuous Feedback and Data Analytics

Payroll and Benefits Administration

• Fundamentals of Payroll Processing: Compliance, Calculations, and Reporting
• Managing Employee Benefits Programs: Health, Retirement, and Other Benefits
• Global Payroll Considerations: Handling Multiple Jurisdictions
• Technology and Tools for Payroll and Benefits Management
• Auditing and Compliance in Payroll and Benefits Administration

Employee Data and Records Management

• Importance of Accurate Employee Data Management
• Employee Records: Collection, Maintenance, and Storage
• Compliance with Legal and Regulatory Requirements (GDPR, HIPAA, etc.)
• Digital Transformation in Employee Records Management
• Archiving and Retention Policies for Employee Data

Compliance and Risk Management in HR Operations

• Overview of Employment Law and Regulatory Compliance in HR
• Key HR Compliance Areas: Labor Laws, Tax Compliance, Employee Privacy
• Risk Management in HR Services: Identifying and Mitigating Operational Risks
• Handling Employee Grievances and Escalations
• HR Audits and Reporting: Ensuring Operational Compliance

Employee Support and Case Management

• Employee Helpdesks and Service Centers: Support Models
• Case Management Systems: Tracking and Resolving Employee Queries
• Best Practices for Delivering High-Quality Employee Support
• Managing Complex Employee Issues and Escalations
• Enhancing Employee Experience through Effective Service Delivery

Talent Acquisition Operations

• Recruitment Process Outsourcing (RPO) and Shared Services for Hiring
• Managing Applicant Tracking Systems (ATS)
• Integrating HR Operations with Talent Acquisition Functions
• Optimizing the Candidate Experience through Streamlined Processes
• Metrics and KPIs for Recruitment Operations

Performance Management Operations

• Streamlining Performance Appraisal Processes
• Automating Performance Review Workflows
• Supporting Continuous Feedback Systems
• Integration of Learning & Development with Performance Management
• Data Analytics in Performance Management Operations

HR Analytics and Reporting

• Importance of HR Analytics in Operational Decision-Making
• Key Metrics in HR Operations: Turnover, Retention, and Productivity
• HR Reporting for Senior Management: Dashboards and Visualizations
• Predictive Analytics and Workforce Planning
• Tools and Techniques for Effective HR Analytics

Vendor and Third-Party Management

• Selecting and Managing HR Service Vendors
• Best Practices in Vendor Contracting and Service-Level Agreements (SLAs)
• Monitoring Vendor Performance and Ensuring Compliance
• Integration of Third-Party Services with Internal HR Operations
• Case Studies: Outsourcing HR Functions and Vendor Collaboration

Continuous Improvement in HR Services

• Strategies for Enhancing HR Operational Efficiency
• Applying Lean and Six Sigma Principles in HR Operations
• Feedback Loops for Continuous Improvement
• Adopting Change Management for Process Improvements
• Case Studies of HR Operational Excellence

Emerging Trends in HR Operations

• Role of Technology and Automation in HR Services Transformation
• Impact of Globalization on HR Service Delivery Models
• The Future of HR Shared Services and Outsourcing
• The Role of Employee Experience in Shaping HR Operations
• Future Skills and Competencies for HR Operations Professionals

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