Measurable impact from the field.
Three engagements. The operational challenge, the approach applied, and what the organization was left with.
HR Operations in Action
Three engagements. The operational challenge, the approach applied, and what the organization was left with.Click a card to expand →
Case Management Transformation: Manual Triage to Automated Routing
An HR operations function receiving requests across email, shared inboxes, and phone calls — each requiring manual triage. Critical issues were delayed. Cases were misrouted. The volume had scaled; the system had not.
A centralized global case management system was designed and deployed in ServiceNow with standardized intake data, automated work assignment, and real-time routing based on agent skills, availability, and case priority.
SLA Governance Build: Establishing Measurable Accountability in HR Service Delivery
An HR shared services model operating without defined SLAs. Expectations were informal, priorities shifted by request, and performance was measured subjectively. No standard existed for what 'on time' or 'resolved' meant.
SLA definitions, response standards, and escalation thresholds were built directly into the HRSS operating model — embedded into workflows, not added as a reporting layer. A review cadence was established for leadership accountability.
SOP Standardization at Scale: 25 SOPs Deployed Across a Global HR Shared Services Team
Process knowledge was undocumented and unevenly distributed across the HR team. Service quality depended on the individual handling the request. Onboarding was slow, rework was frequent, and compliance exposure was growing with headcount.
25 SOPs were designed, structured, and deployed in ServiceNow for global HR shared services delivery — covering the organization's highest-volume workflows. Each was built for the practitioner: clear steps, defined ownership, embedded compliance checkpoints.
Ongoing insights on LinkedIn — Jan writes about what she's seeing in the field.
Your team deserves a system that holds.
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