Q&A with:

Eric Riego de Dios

Human Resources Director,Baker McKenzie Global Services

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)?

“I currently work at Baker McKenzie Global Services based in Manila (GSM), one of the shared services pioneers in the industry with more than 15 years of existence.

Baker McKenzie has other centers located in Belfast and Chicago. Together, they provide professional services to Baker McKenzie's 77 offices globally.”

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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)?

“I also had the privilege of setting up and expanding Citi Shared Services (CSS) in the early 2000s in Manila.

In between I had the privilege of working in IBM delivery centers in Manila. GSM and CSS are both captive centers while IBM is both captive and commercial.”

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(continued)

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

industry?

“Overall I have more than 10 years of shared services experience. It has always been in the practice of HR with varying capacities as the HR leader for the center and/or the region. The roles have always been based in Manila but as a senior generalist I have had direct coverage over more than 16 countries from New Zealand to India.

More recently in Baker McKenzie, I was entrusted the role of global focal for talent technology and was also given the responsibility to establish in Manila Baker McKenzie's center for talent analytics.”

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

you overcome it?

“Challenges vary depending on the maturity and phase of the center.

During the early times when the shared services practice was new and its value proposition has not yet been fully accepted, I have experienced trying to influence professionals from high-cost locations to transfer knowledge and transition work to the center; it was difficult given the perception that they are losing jobs to their counterparts in Manila.”

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

you overcome it?

“During the shared services explosion, major challenges were hiring and retaining the right people.

Throughout, the most difficult is transforming the culture of an organization. It is particularly challenging to change things in the shortest possible period: encouraging people to adopt new ways of thinking and relating in order to be more relevant to the changing times and which are also essential if we are to align with the company's new vision.”

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(continued)

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

you overcome it?

“Through all of these challenges, I have come to realize that I do not have the monopoly of solutions and most of the times the most effective ones are those that are collaboratively designed and implemented.”

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(continued)

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

“Crafting people strategies and creating initiatives to support cultural transformation are the best aspect of my role.

I like the fact that the role evolves as the organization transforms. As long as delivery needs grow in sophistication, shared services will require more complex and elegant people solutions.”

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

there?

“So far, I would say cultural transformation. It took us almost three years to make the changes more palpable and apparent in the environment.

Before, there was a lot of mistrust as policies are veiled in ambiguity. We created different channels of communication to enable a freer two-way flow of information. We also campaigned for trust and personal accountability in everything we do.”

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“We did away with biometrics, trusting that our employees will be faithful in the tasks they are assigned to do beyond counting the minutes that one clocks in.

To break down perceived divides among ranks, we encouraged addressing each other at first name basis and every time a person uses "sir, ma'am, boss, etc." s/he is requested to contribute ten pesos for our corporate social responsibility fund. Our transfer to a more open space also encouraged collaboration which is attuned to our values of One Team and Insightful Solution.”

5What is your shared services center’s

biggest achievement and how did you get there?

(continued)

“Another key element in our transformation is our investment in building a leadership curriculum.

We revamped the first level program and crafted and launched the second level specific to middle managers; the third one is in its design phase with our executives as target audience. All of these, and more, are the elements of our ongoing cultural transformation program. This cultural transformation was in fact recognized by SSON in 2016, with GSM being conferred an award for excellence in culture building.”

5What is your shared services center’s

biggest achievement and how did you get there?

(continued)

What are your three main goals for the next 12 months?

“The first is to be more fit physically, mentally, emotionally, and spiritually.

Given the many demands of our work and our environment it is easy for us just jump into the tasks and goals, forgetting our need to be fully prepared and equipped to face all of these challenges. That is why it is important to make investing in and developing oneself the first goal.”

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What are your three main goals for the next 12 months?

“My second goal is to help the Manila center take on more global functional responsibilities making sure that we do not only execute strategies but co-own them in design and implementation.

My third goal is to continue to build GSM Talent as the center of expertise in HR Delivery, particularly in the areas of talent solutions and workforce analytics. My second and third goals are actually anchored on a personal deep desire to showcase the Filipino talent to the world – local talent, global impact.”

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(continued)

What motivates you and keeps your engaged in your role?

“Fortunately, one of my passions is the practice of HR... the development of people. There are so many ways to contribute and each day is different given the evolving ways and approaches in learning, performance, rewarding, and engagement.

I marry this passion with my inherent confidence in the Filipino talent. I make use of every opportunity that I have to showcase the Filipino talent, and this gives me a different high.”

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Do you see any significant trends in shared services & outsourcing at the moment? And

how do you think this trend could change the industry (or is already changing it)?

“It is always exciting to learn about advancing technology and new and innovative ways of working. Our Firm has become the first law firm in the world for example to apply Design Thinking. While maturation takes time, it is exciting to see us become better equipped to be fully ready for this new era of delivery solutions.

One thing this teaches us really is that we need to develop the ability to be agile and this is something that we can focus on as learning and HR practitioners.”

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What advice would you give to someone who is just starting on their company’s shared services journey, or to someone who is just starting their

shared services career?

“Fasten your seatbelt and be ready for an exciting ride.

It is fast. It is not necessarily smooth but you will see so many things along the way that will pump a lot of adrenaline into your system. Like a roller coaster, it is not for everyone, but many of those who have tried it may keep going at it.

One has to remember that in this industry, the qualities of tenacity, resilience, and agility will always pay off.”

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If you could choose anyone in the world to work with in your current role, who would that person be and why? e.g. They could be a famous business leader, a fictional character, a historical figure, someone from the

future, an actor, a writer, a professional musician, etc.

“It will be a great opportunity to work with Jesus. He is charismatic, visionary, and revolutionary. He is ahead of His time yet He is timeless. I imagine our town halls being like sermons on the mount peppered with great storytelling and parables. He is a great transformational leader who mentors and develops others to become transformational leaders themselves. As an HR practitioner, it has been my dream to transform lives. I know with Jesus I can do this, because He is transforming mine.”

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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!