‘When somebody offers you an opportunity, whether big or small, say yes’: an HR professional shares her career insights

It’s no secret that technology is transforming every aspect of our lives, including how we work. With over 20 years’ experience in HR, Susanne Jeffery, HR Transformation & Technology, Workforce Consulting Lead at PwC has a keen insight into the ways technology is revolutionising the field.

“The role of HR has really shifted into creating better employee experiences,” Susanne says. “In our private lives, whether it’s watching TV or checking your bank balance, technology has created better experiences. Similarly, in our work, it can solve things that once really frustrated employees.” One example is an employee who needs a document for their mortgage approval. “That can now be generated without having to rely on a person to write a letter,” she explains. “That’s one of the biggest changes I’ve seen, and it allows HR professionals to focus on really supporting employees and helping them thrive.”

Susanne’s role in PwC involves working with organisations to optimise their HR functions, and she sees first-hand the impact that introducing new technology can have. “HR professionals are so busy, from recruitment to learning and development, employee relations and career support, the day can be taken up with administrative tasks leaving little time to focus on human interactions. However, we help organisations to take a step back and say, if you invest in the technology and optimise it, you could be investing time in human interactions and improving the employee experience.”

Allowing HR to focus more on employee experience and talent management isn’t just about creating efficiency. It’s essential, Susanne says, for companies to keep up in an evolving and demanding market. “By freeing up HR teams from mundane administrative tasks and putting their focus into those things, there’s a real competitive advantage up for play. You can take a step back and look at the organisation’s strategy. You can really dig into the profile of people that the organisation needs, and how to go out and hire those people.”

From an internal perspective, she explains, there is also more of a chance to focus on how existing employees can be upskilled, rewarded, and what their day-to-day experience is like. “I think that’s one area where companies can really extract a lot more value. The administrative aspect of HR is so important, but leveraging technology to help you do that leaves you free to optimise the employee experience.”

It’s crucial, however, that any new technology is considered and not, as Susanne puts it, “technology for technology’s sake – at PwC we believe that the role of technology is to enable better human experiences”. Her job involves working closely with each organisation to really understand what they need from any new technology, as well as what they don’t, and it’s part of her role that she particularly loves.

“Every company is unique, so there’s a lot of conversation that needs to happen before the technology has been chosen.” PwC have strategic alliances with organisations such as SAP SuccessFactors, Workday and Oracle, which gives them a deep insight into how the technology works, and PwC have professionals who can help implement HR software into an organisation.

Another key aspect of what they do, Susanne explains, is working with teams to examine what their new roles will look like once freed up from administrative tasks.

Working in HR, Susanne has a nuanced view of the idea of work-life balance. “I remember a senior leader saying that it isn’t a utopia that we should all try and achieve, because it’s not a fixed thing.” She points out that it is a concept that will mean something different to everyone.

“In PwC for example, we have something called everyday flexibility. So, if you need to come in late, adjust your working hours, or take time out during the day, that’s really encouraged. It’s a different narrative to the one around hybrid working, this is about having flexibility within your working day.” She also makes the point that this conversation is often focused on parents. “It doesn’t have to be about picking children up. We all have things that are important to us that we want to make time for.”

It’s all part of the larger picture of employee experience, something that Susanne feels is only becoming more important for companies seeking to attract the best talent. “Expectations of employees are continuing to change, because the outside world is changing. From an employment perspective, we need to keep up with that, but it’s something that can have a huge impact.”

Susanne’s top career tips

With many years in HR, Susanne has picked up many insights along the way in how best to succeed in your career.

Take any opportunity that is offered

“When somebody offers you an opportunity, whether big or small, say yes,” says Susanne. She acknowledges that sometimes it’s appropriate to say no, “but if you’re questioning your capability, please say yes. Because if somebody’s asked you, they see something in you that maybe you don’t see yourself and everything is worth a try. Even if you make a mistake or it’s not for you, you will have an amazing learning experience.”

Attitude is everything

A tip Susanne often gives to more junior colleagues, but a good one for us all to keep in mind, is that attitude is key to everything that you do. “Your degree and your qualifications will only get you so far. A company will hire you presuming that technically, you are good and you know what you need to, but attitude is ultimately what will make you really successful. That’s what makes you a good colleague, a team player. I always say, I’d much rather hire somebody for their attitude than the qualifications.”

Take stock if you’re feeling overwhelmed

Although work-life balance is a concept that will be different for everybody, Susanne has sound advice on how to tell if your current balance is working for you. “For anybody who feels like they’re maybe not getting the balance right, they’ve got to ask the question, ‘is this a long term thing?’ If it is, then they won’t be happy with that, and they need to make some changes. But if it’s short term, perhaps due to a particular project, having an end in sight might be something you can live with. But it’s such a personal thing.”

HR professionals face many competing challenges in the fast-evolving world of work. From workforce dynamics and talent gaps to skills gaps and outdated systems, immediate needs can make it difficult to create space for longer-term organisational transformation priorities. At PwC, we provide bespoke solutions to help Chief HR Officers and their teams drive their HR transformation agenda, improve processes and reduce costs. To find out more visit pwc.ie/transformation.

Photography: Kieran Harnett