Q&A with:

Clintelle Stephen

Manager of HR Services

CARE USA

What’s your shared services background? e.g. What is your role within your SSC? How long have you

worked in shared services? What type of center do you work in (Captive, Hybrid, Outsourced)?

“My role is currently Manager, HR Services, overseeing our HR Service Center. I’ve been in this area for just over 7 years.

Our center is mostly off-shored with a supervisor and 5 staff in the Philippines and myself and 1 staff member in the US. It’s also mostly captive, although there is some benefit outsourcing and/or co-sourcing.”

1

How long have you been working in shared services and what was your path into

the industry?

“I started as a Service Center Coordinator in 2009 when CARE USA’s service center was first implemented.

I was on a temporary assignment covering maternity leave. The person I was covering took on another role upon return and I retained the role.”

2

What has been your biggest challenge in your shared services career and how did

you overcome it?

“So far, it has been overseeing implementation of our case management system. Differing expectations and lack of understanding of the nature of the implementation contract meant we didn’t realize the level of technical and project management resource needed and this strained financial resources.”

3

What has been your biggest challenge in your shared services career and how did

you overcome it?

“Frank conversations were had with the vendor so a way forward could be determined to come to a resolution. Closer and more regular monitoring and evaluation led to go-live by the deadline with minimal impact to clients.”

3

What is the best aspect of your role/what do you enjoy most about it?

“I enjoy varied nature of the role, as well as the opportunity to seek ways to continuously improve and see the impact of that improvement.”

4

What is your shared services center’s biggest achievement and how did you get

there?

“I’m proud of our cohesive, high performing team. Selecting the right staff plays a role.

Addressing potential issues sooner rather than later, celebrating achievements, cross-training, fostering a culture of continuous improvement and innovation, opportunities for development as well as regular team meetings also play a role.”

5

6 What are your three main goals

for the next 12 months?

“a. Optimize use of case management system

b. Leverage use of technology for increased automation

c. Greater use of HR & workforce metrics”

What motivates you and keeps your engaged in your role?

“The opportunity to work with a variety of people from different countries, cultures and/or locations in a variety of ways to streamline, simplify and/or integrate for more effective and/or efficient impact.”

7

You’ve reached the end of this Q&A!

We hope you’ve found it both informative and inspiring.

Check back in a month for another Q&A with our featured Shared Intelligence member!