Eric Harding
Director, Global Employee Central
Eric is a distinguished leader at PayPal, leading the Global Employee Central team. Eric has over two decades of executive experience across HR, Manufacturing, Product Development, and the Service Industry. As a servant leader, Eric is celebrated for his unwavering composure in high-pressure situations and his innate ability to transform organizations. His leadership style, characterized by empathy and integrity, fosters a culture of continuous improvement. Eric's passion for infusing data analytics and Lean principles into operations propels innovation with the function.
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Road to Denver - Driving the HR delivery paradigm: High touch to speed to answer
Conference Sessions
Road to Denver - Driving the HR delivery paradigm: High touch to speed to answer
SES2366
PayPal’s global Employee Central team was established in Q3'19. The scale grew significantly from the 8000 case/month baseline to closing 13,054 cases/month in 2022. The company was challenged with cost and case volume reduction and set the target to 5280 (Denver). The foundation of its case volume reduction journey was the implementation of ServiceNow® for case management and development of knowledge articles to encourage self-service. This implementation, along with the improved knowledge content Chatbot functionality generated a 31% quarterly case reduction in the 2H'23, a savings of >$350K.
PayPal: From HRBPO to in-house, redefining HR with methodology-based improvement
SES3087
Join this session to learn how PayPal is leveraging Lean Six Sigma principles to standardize HR processes and enhance employee experience. By transitioning from an outsourced-driven to an in-house HR model, they're building on their success with the Employee Central portal and HRSD-powered case volume reduction. Learn how PayPal plans to handle Tier 1 cases internally using agent-facing knowledge for improved knowledge transfer. Tune in to discover how you too can reimagine your HR model for greater resourcing capacity and tangible value outcomes.