Role-Based Programme
RB1462

AI-Powered HR Operations & Shared Services

Smarter Employee Services, Case Management & HR Process Automation

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Duration
16 Hours
Level
Intermediate
Delivery
Instructor-Led
Format
Capability Training

Programme Objectives

  • Apply AI across HR Operations and Shared Services activities including employee requests, documentation, case management, onboarding support, records, and service delivery.
  • Use AI-assisted techniques to classify employee enquiries, summarise cases, draft responses, analyse service data, and manage HR documentation more efficiently.
  • Develop structured workflows for request intake, triage, resolution, escalation, employee communication, knowledge management, and case closure.
  • Improve HR service performance through AI-assisted SLA monitoring, backlog analysis, recurring-query identification, workload insights, and management reporting.
  • Apply responsible AI practices covering employee privacy, confidentiality, fairness, policy accuracy, access control, and human oversight.

Tools covered

Generative AI AssistantsHR Service Management SupportDocument IntelligenceEmployee Case AnalysisHR Knowledge ManagementSpreadsheet AnalysisSLA & Workload AnalyticsEmployee Communication SupportHR ReportingWorkflow Automation

Who should attend

  • HR Operations Managers
  • HR Operations Executives
  • HR Shared Services Professionals
  • Employee Services Professionals
  • HR Service Delivery Professionals
  • People Operations Professionals
  • HR Coordinators
  • HR Administrators
  • HRIS Professionals
  • Employee Lifecycle Specialists
  • HR Helpdesk Professionals
  • HR Case Management Professionals
  • HR Reporting Analysts
  • Human Resources Team Leads

Prerequisites & Participant Readiness

  • Working knowledge of HR operations, shared services, employee administration, or HR service delivery
  • Familiarity with employee requests, HR records, onboarding, policies, or case-management activities is helpful
  • Basic spreadsheet and document-management skills
  • Basic awareness of Generative AI is helpful
  • No programming knowledge required

TOC Modules

Concepts
  • Understanding Generative AI, document intelligence, analytics, and automation in HR service delivery
  • Identifying AI applications across employee requests, documentation, case management, and reporting
  • Understanding AI assistance versus authorised HR judgement and decision-making
  • Recognising risks related to employee privacy, policy accuracy, bias, and confidential HR data
Practical activities
  • Mapping HR Operations and Shared Services activities to AI-assisted opportunities
  • Identifying repetitive employee-service activities suitable for AI support
  • Comparing traditional and AI-assisted HR service workflows

Scenarios

Employee Request to Case Resolution

Employee Request → AI-Assisted Classification → Policy & Record Review → Ownership → HR Response → Follow-Up → Resolution → Knowledge Capture → Closure

Participants process a simulated employee HR request from intake through resolution, using AI to support classification, communication, documentation, and knowledge capture while retaining HR review for sensitive decisions.

HR Shared Services Data to Service Improvement Plan

Case Volume + SLA Data + Backlog + Employee Queries + Reopen Rates → AI Analysis → Recurring Themes → Service Bottlenecks → Automation Opportunities → Improvement Plan → Management Report

Participants consolidate HR Shared Services data, identify recurring demand patterns and operational bottlenecks, and prepare a management-ready service improvement plan with actions, owners, and priorities.

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