In this episode of the HR on the Offensive podcast, we look at one of the primary business drivers from our, “Demystifying the HR Operating Model” campaign. We’ve identified four primary business drivers to shape your HR operating model around; growth, customer intimacy, agility, or productivity. Chris is joined by LACE Co-Founder and CEO Cathy Acratopulo and Helen Webb, Chief People Officer at WHSmith, to discuss productivity as a key business driver.
Cathy explains how different business drivers demand specific HR capabilities, in order to drive the people outcomes that support the business’s objectives. For productivity, this means focusing on efficiency and getting the best out of the workforce, especially in high-volume, low-margin businesses like retail.
The conversation then shifts to the practical aspects of HR in a retail environment. Helen underscores the importance of efficient payroll systems, given the high volume of hourly workers. She emphasises starting with ensuring payroll accuracy and simplicity, which is foundational for any HR function.
Cathy explains that a shared services environment can help frontline managers with employee relations. Helen stresses the importance of training and supporting these managers, especially since they often work varied and solitary shifts. This support is crucial for effective team management and helps managers feel less isolated and better prepared for their roles.
The discussion concludes with reflections on the multiple ‘hats’ a CPO must wear, from being a transformation enabler to a compliance champion. Helen also highlights the CPO’s role as the cultural conscience of the business, ensuring that the voices of the thousands of employees are heard at the executive level.
Listen now to learn how you can boost your productivity business driver.
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