Lessons learnt driving change in a global programmeCatherine LeaverGlobal HR Transformation Director

HRTech World, London, March 2016

341millioncustomers

130,000employees

€50bn revenues

wth presencein countries41

170 differentEmploying entities

TELEFONICA IS ONE OF THE LARGESTTELECOMMUNICATION COMPANIES

IN THE WORLD_Main consumer brands_

Other brands_

Partneringwith the business

to deliver the transformation

Building the digital talent for

the future and customer

centric culture

Transforming HRthrough digital tools, simplifying processes

and evolving theway we work

3 PILLARS_OUR HR STRATEGY

Process Standardisation

through SuccessFactors

HR Shared Services

HR Operating Model

Implementationof SuccessFactors

Underpinned bystandardised global HR

processes

Implementationof HR shared

services Underpinned

by SuccessFactorsand our common

processes

HR roles willchange as we digitalise

the function,move to standard

processesand shared services

Self Service as the first step to accessing HR Servicesfor line managers and employees

What is the change

_ Systems:_ + 175 HR Systems_ + 80 payrolls_ +150 interfaces

_ Processes: Locally designed policies & processes

_ Data: No common source of HR data

Eo2014 2016

_ HRBP role varies widely across our geographies

_ Inconsistent application of HRroles across our companies

Single integrated HR system

One source of truth that willenable data driven decision making

Common global processes(system supported)

Self-service first step to access HR services. More consistent HR roles across our companies, HRBP focused on delivering the business strategy

OUR JOURNEY TO TRANSFROM HR_March 2017

SuccessFactors

HR Shared services

HR Operating Model

_ HR Shared Services not consistentlydeployed across our footprint

_ Multiple providerswith different service scope.

Consolidated HR Shared Servicesin three hubs (Peru, Argentinaand Spain) serving 14 countries Local Shared Services in place for our 3 largest countries

WHERE WE AREIN THIS JOURNEY_

MANAGING CHANGE_ OUR INITIAL APPROACH_

Central global team with common

global approach

More resource on training and

communications than change management

All 3 disciplines in contact with

their counterparts in

country

Change Management

focus on sharing models

and approaches

Team connectedto the HR side of the programme - tapping into OBs

via a change network.

Our initialset up

Lessons learnt

The more autonomous a

country is within the group the

harder it is to make the change.

Change needs to be set in the context of

wider transformation

agenda within that market

The level of existing

automation and self service in

each market are the key

indicators of the change challenge

Maximise the capabilities of the local teams and ensure global contribution

compliments this (not duplicates)

For Successfacto

rs implementatio

n support required will

vary by module

Where you have a common global

roadmap you can better manage a common global

change approach

654321

MANAGING CHANGE_OUR NEW APPROACH_

GlobalChange team

Localteam

TRAINING COMMUNICATION

DATALEAD

FUNCTIONAL LEAD

Resource focused on end to end

change management

Change managers partner with the country and are

single point of contact

They collaborate to develop a practical and

realistic change plan for that OB’s specific set of circumstancesCommunications and

Training produce specific ‘global

products’

TRAININGCHANGE MANAGEMENT

TRAINING

CHANGE MANAGEMENT

COMMUNICATION

FUNCTIONAL LEAD

TRAININGCHANGE MANAGEMENT

CountryPROJECT

LEADChange Managers are connected to the IT leads as much as

the HR leads

Global Interventions introduced

2014 – 2015

GlobalCHANGE

MANAGEMENT

LOCALPROJECT LEAD

/ CHANGE

TRAINING

DATALEAD

2015 - 2016

GLOBALINTERVENTIONS_

DefinitionDevelopment of specific interventions to drive and embed the change.

Initiatives can be identified as global requirements by change managers, programme management or IT.

CHANGEMANAGEMENT KIT

TO DRIVE SELF-SERVICEBEHAVIOURS

CREATIONOF AN ON-LINE KEY

USER CERTIFICATIONTRAINING

CONNECTING WITH OTHER BUSINESS

UNITS AND CUSTOMERS IN OUR

KEY MARKETS TO UNDERSTAND THEIR

LEARNINGS

Together,step by step,

we areTransforming

HR in Telefonica

THIS IS OURJOURNEY_

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