Case Study

HR Digital Transformation – Centralized Shared Service Center

To centralize HR Operations into a Shared Service Center and drive digital transformation through SAP HR automation, RPA and workflow platform implementation (K2).

Client

Makro/Metro – HR Department (HR Operations – Compensation & Benefits)

Situation

HR personnel administration and payroll activities were distributed across multiple stores. This led to:

Process variation and inefficiencies
Limited transparency and standardization
Manual, high-volume administrative workload
Dependency on individual store knowledge
Fragmented collaboration between HR and Operations

At the same time, there was a strategic ambition to modernize the HR landscape and professionalize payroll and personnel administration through digital automation. The transformation required both structural centralization and deep system-driven digitalization.

Assignment

As Project Manager and Team Lead, I was responsible for:

Centralizing decentralized HR Operations teams across stores
Establishing a Shared Service Center within Compensation & Benefits
Mapping, optimizing and automating HR processes
Driving SAP HR payroll automation
Implementing workflow and process automation through K2
Leading change management and team coaching

The ambition was to move from locally fragmented administration toward a centralized, digital and scalable HR operating model.

Challenge

Key Objectives

1 — Centralization of HR Operations

Redesign the HR structure
Consolidate personnel administration into one centralized Shared Service Center
Standardize ways of working
Clarify governance and accountability

2 — Process Mapping & Optimization

Map end-to-end HR processes
Identify inefficiencies and redundancies
Redesign workflows for standardization and scalability
Create clear process ownership

3 — Automation & Digital Transformation

Automate high-volume administrative payroll processes via RPA
Further develop and optimize SAP HR payroll automation
Implement K2 workflow platform for process orchestration
Set up IT architecture for collaboration and communication
Integrate tools such as SharePoint, Power Apps, Office 365, MS Teams and e-signatures

4 — System & Partner Alignment

Define business requirements and change requests
Collaborate with external partners (Flexso, SD Worx, IT headquarters)
Align HR and IT architecture
Ensure interface integration and system stability

5 — Change Management & Team Leadership

Create support for digital HR initiatives
Develop communication and training materials
Provide work instructions and adoption support
Guide and coach a project team of 5 members
Establish a new collaborative culture within the Shared Service Center

Approach

The transformation combined structural redesign and technological modernization:

Step 1: Structural centralization of HR Operations
Step 2: Process mapping and redesign
Step 3: Automation through RPA and SAP HR enhancement
Step 4: Implementation of K2 as workflow and collaboration platform
Step 5: Continuous change management and stakeholder alignment

Operational efficiency and digital architecture were developed in parallel to ensure sustainable embedding.

Results, delivered

Successful centralization of HR Operations into a Shared Service Center
Standardized and optimized HR processes
Significant reduction of manual payroll administration through RPA
Enhanced automation of SAP HR (payrolling)
Implementation of K2 workflow management platform
Improved collaboration between HR and Operations
Increased process transparency and traceability
Strengthened governance within Compensation & Benefits
Digital foundation for scalable HR operations

The department evolved from decentralized, manual administration to a centralized and digitally enabled HR service organization.

Our involvement

As Project Manager and Team Lead, I:

Designed and led the full transformation roadmap
Managed cross-functional stakeholders (HR, IT, external partners)
Structured and optimized HR processes
Led SAP HR and RPA automation initiatives
Implemented K2 workflow platform
Guided change management and adoption
Coached and led the project team
Balanced operational continuity with transformation speed

The role combined digital transformation, process architecture, IT alignment and people leadership.

Total Mandays

(Project- & Change Management)

1 year

Get In Touch

kris@factter.be