OUTSOURCING HR SHARED SERVICES IN THE TIMES OF COVID: ROLE OF TECHNOLOGY AND CUSTOMER NEEDS FULFILLMENT

The Human Resources Shared Services (HRSS) model helps organizations combat internal resource competition by reducing redundant activities thereby improving cost efficiencies. The COVID-19 pandemic has impacted seemingly all global entities, most of them in a negative way. In the middle of businesses failing and halting worldwide operations due to the pandemic, HRSS plans are thriving. This paper examines the reasons behind progress of HRSS model despite unpromising conditions and derives learnings for business operations in the new normal work setup. It further elaborates on the contemporary shared services trends along with outsourcing and changing business climate bringing forth a new normal. We add the COVID-19 perspective and provide a comprehensive practitioner 2X2 framework connecting two inevitable dimensions of ‘technology advancement’ and ‘customer need fulfillment via virtual means’ for future HR dominions. The paper provides practical insights to HR practitioners and leaders about outsourcing HR services in the new expected normal business setup. Further, it envisions the future trajectory for HRSS in midst of novel global effects and disruptive technologies of artificial intelligence and cloud computing.