Senior Vice President Research | Global Industry Analyst | Keynote Speaker | Trusted Advisor | Employee Experience | People Analytics | Talent and Workforce | Talent Intelligence | HR Technology | Future of Work
The HR operating model in most organizations dates back 30 years - when the internet was barely starting, Cloud platforms were still a decade away, phones were as heavy as bricks, and Google, Apple, or Facebook were not even on the radar. Today, with ongoing labor shortages, the need for organizations to operate in more agile ways, AI disruption, and heightened employee expectations, we need a new operating system for HR. Systemic HR has arrived, changing the HR function from one to deliver great services at low cost to supporting company growth, transformation, and constant innovation. How do you do this? A great example is Mastercard, moving from a static, compliance-focused HR model to a more agile approach, breaking down domain siloes and crossing boundaries with the business. Listen to our latest WhatWorks podcast as the inspiring Nick Benaquista and I discuss the ongoing journey to systemic HR with the following key elements: 🛠️ Systemic HR Approach: They adopted a systemic HR approach that emphasized cross-functional collaboration - bringing together disparate HR teams to work within systems, ensuring that different groups such as experience owners, tech owners, and service leaders collaborated effectively. 🔄 Redefining Roles and Responsibilities: Mastercard redefined roles within HR, moving from traditional Centers of Excellence to roles like experience owners, with a focus on understanding all aspects of the employee experience, including operations and technology. 🌟 Focus on Employee Experience: They prioritized enhancing the employee experience by developing a service catalog to understand and improve HR products and services which in turn helped create more integrated and efficient solutions. 📣 Continuous Feedback and Adaptation: Mastercard emphasized the importance of listening to employee feedback and adapting strategies accordingly - and managing the often overwhelming volume of feedback systematically. 💡 Investment in Operations and Technology: They focused on investing in operations and technology, including AI, to unlock efficiencies and support the transformation. This involved also developing HR skills and capabilities to leverage new technologies. 🚀 Building a Culture of Continuous Improvement: Mastercard fostered a culture of continuous improvement, encouraging employees to embrace change and adapt to new ways of working. Importantly, Nick and his team always aim to set realistic expectations and prioritize progress over perfection. Listen in to the podcast (link in comments) and let us know what you think! Where are you on the journey to systemic HR? What challenges and opportunities do you see in your organization? If you have a systemic HR story to share, drop me a message and we'll get you on the WhatWorks podcast. Josh Bersin Christoph Bonert Bo Vialle-Derksen Barbara Sullivan #systemicHR #hrtransformation #podcast
Allison Ness
1mo
I couldn't agree more Kathi Enderes! - the 3 key ingredients that stand out for me as essential foundations are applying a systematic approach to achieve horizontal as well as vertical integration to solve challenges holistically (for the business by the business), improving employee experience that signals people are at the centre of everything done that elevates not only internal ways of working but also great customer experiences (culture eats strategy for breakfast right?!), and 360 feedback for continuous improvement (gaining organisational insights and co-designing solutions that not only addresses business problems but also ensures they last). I loved the fact that MasterCard has a People Business Partner for HR - recognising it as a business function in the same way as all others. My reflection is that this is a mindset and behaviour change, starting from within! Excited to see this transformation unfold and gain momentum! 🙌
Ryan Malkes
1mo
Great stuff! The underpinnings of redesigning your HR operating model needs to be value delivery and experience architecture. All fancy ways of saying; your model needs to be fit for purpose. That said most HR functions do not have a clear statement of purpose, defined value map or an articulated experience architecture…. So the model stays the same. The design of theses foundational items is not hard to do, just requires intentionality. Message me if you (the reader) need examples.
Kathi Enderes I appreciate this research and can’t wait to see it further evolve with the fast pace of change. And, as a practitioner, I always love seeing research brought to life with practical examples. I really enjoyed and appreciated the engaging discussion yesterday with you, Nick’s team, and everyone else involved. Thank you!
James Thomas
1mo
Very insightful, thank you for sharing this perspective Kathi
Always a pleasure listening to Kathi Enderes and Nick Benaquista ‘s insight!
Kelly Lynn Adams
1mo
Excited to listen! Nick is an incredible leader!
The focus on cross-functional collaboration seems a great idea to me. It’s about time!
Giftpack
2w
Systemic HR is the way forward! Mastercard's shift to an agile, employee-focused HR model demonstrates how cross-functional collaboration, advanced technology, and continuous feedback can transform HR into a strategic growth driver. Inspiring insights from this podcast—looking forward to seeing more companies embrace this approach.
Senior Vice President Research | Global Industry Analyst | Keynote Speaker | Trusted Advisor | Employee Experience | People Analytics | Talent and Workforce | Talent Intelligence | HR Technology | Future of Work
1moHere is the link to the WhatWorks podcast episode: https://joshbersin.com/podcast/whatworks-mastercard-evolves-to-systemic-hr/