The tiered shared-services model is dissolving. In its place: a responsive, intelligence-led HR function with an Intelligence and insights engine at its core – enabling AI, insight and experience in real time. Most HR models were built for service at scale, not insight at speed. As organisations adopt AI and operate in regular cycles of reprioritisation, HR can’t work through silos of delivery, analytics and advice.
The Intelligence and insights engine is the brain and nervous system of our Rewired HR operating model: sensing, learning and guiding action in real time. It enables smarter decisions, anticipates change and elevates employee and manager experience by surfacing what matters most, shaping priorities and steering investment across HR.
Built on advanced analytics, AI and digital platforms, it enables confident self-resolution at scale and faster, higher-quality outcomes through integrated human and machine intelligence.
Its focus is four critical jobs:
- Enable self-resolution with confidence and scale
- Sense and surface what matters in the flow of work
- Steer what to fix, optimise and invest in
- Orchestrate an integrated AI–human network
By fusing people data, experience signals and business context, the Intelligence and insights engine drives faster decisions and clearer priorities.
The Intelligence and insights engine:
1. Customer interface
A new AI powered service delivery model
This digital and AI-powered delivery model replaces the slow, resource-heavy ‘oil tanker’ approach of traditional offshore shared services with the agility of a speedboat. It creates a seamless, always-on customer interface, enabling HR to quickly pivot and scale to meet the changing needs of the business and employees – driving better outcomes, faster.
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Adaptive, contextualised service delivery through agentic AI:
Handle it for me — complete the task end-to-end on my behalf
Work alongside me — help me complete the task
Guide me to it — jump to the right place to complete the task myself
2. Digital and AI
Powering the engine through one connected, governed architecture
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3. Insights and analytics
Robust data will deliver insights and analytics that provide continuous, predictive signals and drive bold decisions.
Data and analytics must be woven into every layer of the HR ecosystem – not treated as an afterthought. Embedding data and analytics throughout the HR model transforms HR into a modern intelligence function, empowering leaders to anticipate challenges, drive efficiency and make bold decisions.
Three fundamental principles need to be applied:
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4. Portfolio management
The portfolio management muscle drives transformation, shapes investment and deploys resource where impact is greatest.
Portfolio management – or intelligent planning – is a vital muscle in HR. When flexed, it drives transformation, aligns investment to business priorities, and enables continuous improvement. Effective benefits tracking allows HR to reinvest in what works, maximising impact and reducing reliance on external funding. Strong governance and commercial discipline keep this muscle agile, enabling HR to adapt quickly and drive meaningful business outcomes.
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Portfolio management, done right:
- Aligns HR focus to business outcomes, driving measurable value
- Creates a single, enterprise-wide view of HR planning, budgeting, and performance
- Flexibly manages investment and resources effectively
- Tracks HR impact through predictive, data-led metrics
- Scans the internal and external environment to anticipate change
Your key takeway: it’s time to rewire HR
All four of these components; your new service delivery model, connected digital architecture, embedded analytics and intelligent planning are critical to power the Intelligence and insights engine. Executed correctly, it will shift the way HR delivers services to the business:
- Predictive analytics and insights will empower HR to anticipate needs and respond proactively
- Data-driven prioritisation and resource deployment will ensure HR focuses on what matters most
- Scaling AI across HR journeys will drive speed, consistency, and a better experience for employees and managers
This blog is part of our Rewired HR series, our call to arms for HR functions to rethink their HR operating model; making it the engine of agility, responsiveness, and measurable business value.
Want to know more about how to rewire your HR function? Visit our campaign page to discover the full model or reach out to chat with one of our HR operating model experts via the form below.
