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First Data HR Transformation story

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1 | © Copyright 2011 | First Data Corporation © Copyright 2015 | First Data Corporation Alison McGuinness HR Director Lars Luedemann ERP Director February 2015 Leveraging PeopleSoft Technology to drive Global HR Transformation
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Page 1: First Data HR Transformation story

1| © Copyright 2011 | First Data Corporation © Copyright 2015 | First Data Corporation

Alison McGuinness HR Director

Lars Luedemann ERP Director

February 2015

Leveraging PeopleSoft Technology to drive Global HR Transformation

Page 2: First Data HR Transformation story

2| © Copyright 2011 | First Data Corporation

Project TeamGlobal PeopleSoft Project Team

Alison McGuinness – Project Manager

• Based in Basildon, UK

• Over 15 years experience working with Global technology

companies including 9 years at First Data

• Experienced Project Manager and User of PeopleSoft

• Responsible for overseeing key project milestones from Discovery

Phase through to deployment PLUS payroll transition to SymBPO

Alison McGuiness

Lars Luedemann – Time & Labor Track lead, Project Manager HR

Portal, HR Technology Governance process Owner

• Based in Frankfurt, Germany

• Joint FD 6 years ago as Senior Reporting specialist

• Previously worked as Business Analyst with a Global technology

business implementing HR Software

• Responsible for leading the Time & Labor Track from Discovery

through Deployment

Page 3: First Data HR Transformation story

3| © Copyright 2011 | First Data Corporation

Company Overview

Page 4: First Data HR Transformation story

4| © Copyright 2011 | First Data Corporation

• First Data Corporation is a global payment technology solutions company headquartered in Atlanta, Georgia, United States. We are a provider of electronic commerce and payment solutions. The company's portfolio includes merchant transaction processing services; credit, debit, private-label, gift, payroll and other prepaid card offerings; fraud protection and authentication solutions, credit reporting agency services; electronic check acceptance services; as well as Internet commerce and mobile payment solutions.

• First Data has a global footprint of 6 million merchants, the largest in the payments industry. The company handles 45% of all U.S. credit and debit transactions.

First Data Overview

Lars Luedemann

Page 5: First Data HR Transformation story

5| © Copyright 2011 | First Data Corporation

• First Data has grown quite aggressively though acquisitions

• We are now operating out of 40 countries around the world covering all continents, with approximately 24,000 employees

• First Data was acquired by the private equity firm Kohlberg Kravis Roberts & Co. in 2007. Since then the organisation has undergone significant change and the Company is constantly looking to transform its processes to be more efficient

First Data Overview

Lars Luedemann

Page 6: First Data HR Transformation story

6| © Copyright 2011 | First Data Corporation

The PeopleSoft Project

Page 7: First Data HR Transformation story

7| © Copyright 2011 | First Data Corporation

”Leveraging PeopleSoft Technology to drive Global HR

Transformation”

This session will share the First Data journey so far, how

implementing PeopleSoft 9.1 has helped shape policy

harmonisation, business process re-engineering, vendor

management and Self Service tools to change the minds and

culture of First Data across its global business.

IntroductionAlison McGuinness

Page 8: First Data HR Transformation story

8| © Copyright 2011 | First Data Corporation

Project Connect & HR Transformation

Alison McGuinness

Page 9: First Data HR Transformation story

9| © Copyright 2011 | First Data Corporation

Enabling our Transformation – Data View

Sources of Operational data…

Canned reporting

Ad hoc reporting

• One- off analytics

• Drop-drag parameters

Revenue Production by Team

0

10

20

30

40

50

60

70

80

90

100

Revenue Production by Team

0

10

20

30

40

50

60

70

80

90

100

Sales DistributionSales Distribution

Q1 Q2 Q3 Q4

Quarterly Sales

Q1 Q2 Q3 Q4

Quartery SalesPeopleSoft

HR Analytics

• No single “source of truth” for employees and contractors

• Data integrity issues

• Focus on reporting data rather than providing business analytics

• Highly manual data collection and mining efforts

• Transform fragmented

data into actionable

information

• Better linkage to

financial data

• Visibility into true

employment costs

• Enable manager self-

service reporting

Current State:

Future State:

• Standard reporting

package

• Read-only capability

Lars Luedemann

Page 10: First Data HR Transformation story

10| © Copyright 2011 | First Data Corporation

Enabling Our Transformation – Process

View

• Consistent employee and manager experience

• Consolidated and standardized processes and

technologies across geographies

• Process owner accountability & appropriate controls

• Robust self-service tools

221133

Standardize tools, core

business processes and

policies and realign across

geographies

rather than by

geographies

Implement appropriate process

ownership, governance, and

ongoing monitoring process

Deploy integrated talent

management

technology with self

service capabilities

Custom Project Translation

1.00

1.10

1.20

1.30

1.40

1.50

1.60

1.70

1.80

1.90

2.00

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Pro

jec

ts/M

illi

on

Nam

es S

hip

pe

d

PY

CY

Automated Project Labor Consumption

1.00

1.05

1.10

1.15

1.20

1.25

1.30

1.35

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Lab

or H

ou

rs/P

roje

ct

PY

CY

Custom Project Translation

1.00

1.10

1.20

1.30

1.40

1.50

1.60

1.70

1.80

1.90

2.00

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Pro

jects

/Mil

lio

n N

am

es S

hip

ped

PY

CY

• Disjointed employee & manager experience

• Inconsistent business processes not properly

integrated with corporate systems

• No true process owners or accountability

Current State:

Future State:

Payroll Processing

Greece Japan US

Lars Luedemann

Page 11: First Data HR Transformation story

11| © Copyright 2011 | First Data Corporation

PeopleSoft 9.1 at First Data

Global Payroll Project

includes:

• Global Payroll

• Time & Labour

• Absence Management

• Base Benefits

• Self Service

Lars Luedemann

Page 12: First Data HR Transformation story

12| © Copyright 2011 | First Data Corporation

Alison McGuinness

Page 13: First Data HR Transformation story

13| © Copyright 2011 | First Data Corporation

Spreadsheets

Paper Records

Manual systems

Local

Absence

Tools (OOO)

Current State

Employee Manager

Local Payroll

System and/or

Spreadsheet

Typical admin transactions

• Change of address

• Overtime request

• Holiday request

• Supervisor Change

• Change to work pattern

PeopleSoft

captures HR

Core Data

Time & Labour

Tools

Self Service

Tools (PDMT)

Alison McGuinness

Page 14: First Data HR Transformation story

14| © Copyright 2011 | First Data Corporation

PeopleSoft 9.1

PeopleSoft 9.1: Future State for all countries

ESS MSS

PeopleSoft

Global

Payroll

PeopleSoft

Core HR

PeopleSoft

Time &

Labour

PeopleSoft

Absence

Management

PeopleSoft

Base

Benefits

Alison McGuinness

Page 15: First Data HR Transformation story

15| © Copyright 2011 | First Data Corporation

Project Phases

Switch

Payroll

FINISH

PS 9.1

Design

PS 9.1

Discovery

PS 9.1

Build

PS 9.1

Test

PS 9.1

Deploy

Payroll

Discovery/

Design

Payroll

Test/Build

Payroll

Deploy

START

Part 1 – PS deployment

Part 2 – Payroll Outsourcing

Lars Luedemann

Page 16: First Data HR Transformation story

16| © Copyright 2011 | First Data Corporation

Typical journey to complete a countryFor each track (Global Payroll, Time & Labour, Absence Management, Base Benefits and Self Service) we have to

do the following:

8 months

Lars Luedemann

Page 17: First Data HR Transformation story

17| © Copyright 2011 | First Data Corporation

Program StructureLars Luedemann

Page 18: First Data HR Transformation story

18| © Copyright 2011 | First Data Corporation

Rollout Name Countries included PS Modules Payroll Outsourced Status

GP1 Hong Kong, Malaysia,

Singapore

Self Service

Absence Mgt

Global Payroll

Yes LIVE

June

2013

GP2 Australia, Serbia,

New Zealand,

Self Service

Absence Mgt

Global Payroll

Time & Labour

Australia Outsourced LIVE

May

2014

GP3 China, Italy, Korea Self Service

Absence Mgt

Global Payroll

Time & Labour

China & Korea

planned for Q3

Go Live

April

2015

GP4 Greece, India Self Service

Absence Mgt

Global Payroll

Time & Labour

India in scope Go Live

Q4 2015

GP5 – GP10 EMEA, Latin America

Approx. 27 countries in

scope

Self Service

Absence Mgt

Global Payroll

Time & Labour

TBD no

later than

end 2016

Program ScheduleAlison McGuinness

Project Start – March 2011

Page 19: First Data HR Transformation story

19| © Copyright 2011 | First Data Corporation

ChallengesAlison McGuinness

• Resource (SME’s/IT/Project Team) -

availability/burnout

• Language capability of In Country SME’s

• Project Duration – Start/Stop, Ageing

Requirements

• Remoteness/Lack of Face to Face

opportunities

• Access to Developers

Page 20: First Data HR Transformation story

20| © Copyright 2011 | First Data Corporation

Feedback from Serbia

Page 21: First Data HR Transformation story

21| © Copyright 2011 | First Data Corporation

PeopleSoft Implementation - Serbia

• Manual, time consuming, paper based processes

• Employees completed paper based forms, managers approved absences & signed hard copies, approved overtime, prepared work schedules for shift employees

• HR Ops manually prepared different files for absences, overtime payment, calculated working hours for shift employees on a monthly basis

• Lots of queries received on absences: remaining days, carry over days

• Manually prepared payroll report to send to payroll provider

• A lot of time spent on administrative tasks, such as archiving, distributing forms, collecting approvals, answering queries

• Online, automated, simplified processes

• One database, all data at one place

• Less time is spent on administration

• Historical data, everything is recorded in the system

• Ready reports with visible approval for HR records

• Availability to export standard reports to send to payroll provider with eliminated risks for errors

• Increased Manager core responsibility, self dependency

• Higher levels of security: the risk of loss is minimized and confidentiality is better protected

• ESS: correct & accurate data, timely update

HR Ops time spent on

payroll activities has been

reduced by at least 30%

Population: 80 employees

Average Age: 35

Average Years of Service: 6

years

Alison McGuinness

Page 22: First Data HR Transformation story

22| © Copyright 2011 | First Data Corporation

Feedback from Employees/Managers

We’ll do

HR work!

It will take

up a lot of

my time

I don’t

know how

to use it!

System is

very slow!

What does it

mean for

me?

Why change

the current

processes?

I’m sure it

will not

work

Like my job

wasn’t

complicate

d enough!

How can

this make

my life

easier?

Alison McGuinness

Page 23: First Data HR Transformation story

23| © Copyright 2011 | First Data Corporation

Feedback From Employees/Managers

It feels great not to use hard

copies! Everything is automated!

I have access to my team’s data

any time!

It was difficult to use in the

beginning, but testing and training

has helped

The system can be really slow at

times

Fast Approval flow!

It’s easy to use!I can find all my

data at one place!

It’s great to use advanced

technology!

Alison McGuinness


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