How can your Human Capital solutions support business growth? · The HR challenges that arise as international expansion gathers pace become central to an organisation’s success

How can your Human Capital solutions support business growth?

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Introduction

Headline

The HR challenges that arise as international expansion gathers pace become central to an organisation’s success or failure. HR is a company’s backbone with payroll being the key way to recognise the most important asset.

As such, core HR touches every aspect of a business, and the health of an organisation depends on how well core HR data and functions are integrated with company systems. According to the 2011 ADP paper, ‘A worldwide employee view fosters good decisions and better results’ where 89% of companies believe that having a complete view of their employees is “critical”. Yet only 30% of them actually have that complete overview, meaning that they are in turn exposed to risk and compliance issues.

A lack of standardised HR or integrated payroll fast becomes a problem for multinational corporations. The dream is of harmonised payroll in an organisation’s subsidiaries throughout the world. Yet in practice, companies operating in several countries worldwide have to cope with very different payroll rules. The complexity of international payroll can slow down the pace of expanding into new lucrative markets, thus limiting the speed to take advantage of new opportunities for growth.

The challenges and barriers to succeed internationally therefore come down to standardisation. Yet, few organisations know how to do it, or dare to even try. It is helpful to understand the main challenges, see where organisations are going wrong, and identify where HR can step in to put it right.

89%of companies believe that having a complete view of their employees is “critical.”

Only 30% of companies have that complete view.

CEO: Can your Human Capital support your international expansion?

CFO: Can your finance efficiently manage the impact of international HR?

CIO: Can your IT implement an effective multi-country HR strategy?

CHRO: Can your HR support an international workforce?

Other reports include:

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Can Human Capital Management solutions support your business growth?The received wisdom is that small business owners are too busy running their business to worry about HR issues. However, according to the latest Small Business and Human Resources Outlook Survey, 79% of small businesses hired new employees last year (an increase of 17% from the year before), 65% plan for merit-based pay increases in the coming year and 63% plan to implement a bonus or incentive pay program.1 The truth is that human resources are crucial to small businesses success and expansion, but they don’t have the luxury of an HR department to deal with them.

The majority of Business Leaders believe that investments in digital technologies have created value for their business, with around 80% saying that mobile technologies and data analytics are key strands of their business strategy.2 Ensuring that technology and expansion plans work together will be a matter of urgency in the next two years. The rapid pace of technological change – cited as a challenge by 58% of General Managers – is highlighting a shortage of key skills. In fact, skills and innovation is identified by 46% of EU SMEs as a major small business challenge.3

Make sure you address the 3 most important international HR challenges.

CLICK TO PLAYCase study“With ADP, you don’t feel like you are dealing with a huge organisation, you feel like you are dealing with a local partner. We work with a team that is specific for small businesses and I was quite surprised by how affordable the solutions are.”

Lee McQueen, Owner, Raw Talent Academy

Challenge 1: Increasing profits by monitoring HR costsThe priority for any small business is to spend as little money as possible. Yet small businesses face HR costs on an almost daily basis, from staffing and administration costs. Occasionally they can run into major problems too: only 23% of small businesses in the US provide employment discrimination and/or sexual harassment training despite the very real prospect of being sued.4

With employee turnover too comes the potential for wrongful dismissal cases, with payouts averaging $500,000. Working across different jurisdictions also brings different taxes, import duties and employment rights into play.

By partnering with an established global provider, moving HR into the cloud and having a consolidated payroll system, small businesses are able to increase their bottom line. A survey of 1,300 companies by the Manchester Business School found that 88% of cloud users experienced cost savings and 56% found that cloud services helped them to boost profits.5 And rather than following the lead of big business, PwC finds that small businesses actually comprise the bulk of those moving core processes such as HR and payroll onto the cloud: more than 70 percent of its survey respondents with core HR and payroll in the cloud have less than 5,000 employees – lower cost of ownership and reduced staffing support were cited by nearly 40 percent of respondents as the motivation to move to the cloud.6

Challenge 2: Flexibility as a driver of business successOver half (54%) of General Managers have entered a new sector or sub-sector, or have considered it, in the past three years.7 Payroll outsourcing offers companies of all sizes additional flexibility as they grow. Expanding businesses are relieved from acquiring local payroll knowledge as they settle into new markets and territories. Forty-three percent of the General Managers also foresee greater movement of skilled labour between markets. Small businesses therefore want a clear line of sight between digital investments and their business objectives. Over 40% of PwC’s small business

survey respondents who have moved to the cloud said a primary motivator was the ability to take advantage of software innovations more quickly, improve user experience, and employee engagement.8 Flexibility and speed of adoption, therefore, is seen as key to success.

Challenge 3: Having control with accurate and standardised Human Capital dataAccording to Jill Miller, research adviser at the Chartered Institute of Personnel and Development, when a “business transitions into the emerging enterprise stage (through increasing workforce numbers or needing a more formal approach), more people issues come to the fore… People and performance issues become more salient and structure and procedures need to be introduced to guide work, define job roles and create a sense of fairness across the organisation.” Increasingly, even for small business, this occurs over a greater geographical spread – be that remote workers rather than office-based, or trading across international boundaries. Almost half (42%) of EU SMEs are engaged in some form of internationalisation and a quarter of all EU27 SMEs directly export or have exported at some point during the last 3 years; internationally active SMEs report an employment growth of 7% versus only 1% for SMEs without any international activities.9 This is not just an EU trend.

Between 2008 to 2011 – a period of decline in Europe - SMEs in Brazil, India and Russia grew in number by respectively 10%, 6% and 35%.10 With growth however come control issues. Amongst the highest rated concerns for General Management in 2015 are ‘lack of data security’ (61%) and ‘speed of technological change’ (58%).11 By utlising Human Capital and payroll technology, small business owners are able to align talent management to their business strategy through effective monitoring, analysis and reporting. They can also increase the security and keep up with the latest technology.

1. The Small Business and Human Resources Outlook Survey (2015), Insight Performance2. 18th Annual Global CEO Survey (2015), PwC3. Annual Report on European SMEs – A Partial and Fragile Recovery (2014), European Commission, Directorate General for

Enterprise and Industry4. Top 5 HR Compliance Concerns for Small Business (2015), TriNet

5. Rackspace Survey in conjunction with the Manchester Business School and Vanson Bourne (2013)6. HR Technology Survey - Moving HR to the Cloud? (2014), PwC

80% of business Leaders believe that mobile technologies and data analytics are key strands of their business strategy2

7. 18th Annual CEO global survey (2015), PwC8. HR Technology Survey - Moving HR to the Cloud? (2014), PwC9. Annual Report on European SMEs – A Partial and Fragile Recovery (2014), European Commission, Directorate‐General for

Enterprise and Industry10. Annual Report on European SMEs – A Partial and Fragile Recovery (2014), European Commission, Directorate‐General for

Enterprise and Industry 11. 18th Annual CEO global survey (2015), PwC

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The administrative burden of managing multiple systems or vendors requires endless consolidation of information and reports. The resources required not only adds to the cost – it also impacts the ability to make good and timely business decisions.

Local systems for global usePepita Morales Saldana, Global Payroll Manager at TomTom, a provider of GPS navigation which has gone from having a few offices in The Netherlands in 2006 to being operational in 40 countries today, recalls, “We were using a local Dutch payroll system and were using it as an HRIS system which you can imagine gave us a lot of difficulty. We had one local Dutch system and in there we had to register all the information of all the employees worldwide. There is a lot of local information that you need to store but your system is not built for global information - it’s just built for the local Dutch information.” Running international payroll in this way is time consuming and increases the costs of IT infrastructure, support and regular maintenance.

Is there a better way?The Webster Buchanan Research report, ‘Multi-country Payroll: Analysing the Business Benefits and Challenges’, argues that the cost will be a key component of most multi-country payroll business cases, and where “organisations automate manual systems or streamline processes, there will be a potential for direct cost-savings.”

Jeitosa Group International’s Global Benchmarking Study (GBS) found that “High-performing organisations are far more likely to have a global payroll team that has both visibility to and accountability for the functioning of payroll at the country level across the entire enterprise.” TomTom have developed a shared services centre where payroll has been outsourced, providing standardised processes and services with better management of costs. “The fees are very clear so we have a good understanding about the costs that are involved with payroll. It is also not possible to have an expert in each country. So that’s why we also need to buy in that knowledge because we have a lot of countries with a few employees and it’s not cost effective to have a local payroll specialist in each country,” say Morales Saldana.

BENEFITS OF STANDARDISED PROCESSES TO TACKLING COST:

• Predictable and scalable fees

• One pricing scheme per region with a single invoice and single currency for invoicing

• Reduces Total Cost of Ownership (TCO)with managed services that eliminate maintenance and infrastructure costs

• Simplifies workflows by automatically updating country payroll data from central ERP or HRIS

• Strives to reduce costly errors that stem from lack of knowledge or visibility

• Provides awareness of overall payroll costs with a single invoice for all your countries

• Keeps systems updated with changing national statutes and payroll legislation

• Facilitates regionalisation or shared services initiatives by providing a single platform and user interface for global payroll processing

Dierk Russell, HRIS Manager EMEA at Covidien, a medical devices company that went from a fragmented payroll to a standardised outsourced model in EMEA, comments, “Before outsourcing we weren’t able to review or analyse the costs. Now it is very simple as it’s one contract.”

A single vendor with a single contract provides transparency on the costs making budgeting and financial planning easier, while relieving companies of the tedium of back-office functions. This enables them to focus on business expansion and other operational strategies while controlling costs.

Multiple Local Payroll Systems Increase CostHR departments are under constant pressure to contribute to overall company savings and to find ways to reduce costs. The ADP white paper, ‘Payroll at the heart of HR Outsourcing’ finds that payroll combined with personnel and benefits administration account for 35% of total HR costs – or approximately $525 per FTE.

International Challenge 1: Costs

“Buying competitors gives us huge integration challenges – everything from getting new people to understand how we work, to getting them integrated into our HR and payroll systems.”

Philippe Mennrath, KNAUF

Payroll costs represent nearly half of this, reaching an average of $250 per Full Time Equivalent (FTE) per year with variations by country. There are invisible costs too which are often over-looked as part of the due diligence process but impact the companies’ bottom-line. IT components form the greatest part, followed by software fees, maintenance and upgrade fees, system integration and interfaces, hardware and subcontracting costs, and time spent by staff on payroll systems. Multiply this with the number of countries HR serves and the costs can be substantial.

As organisations expand internationally they typically will either implement multiple local payroll systems (in-house or outsourced to multiple providers), or leverage the existing tools.

A single vendor with a single

contract provides transparency on

the costs.

Pulling together fragmented systems For companies with multiple local payroll systems, data consolidation adds to the cost. Pulling together reports generated by different systems is time consuming. Philippe Mennrath, HR Director at KNAUF, a global supplier of building materials, explains, “Buying competitors gives us huge integration challenges – everything from getting new people to understand how we work, to getting them integrated into our HR and payroll systems.”

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“In one calendar year, there were over 20,000 changes in payroll regulation globally.”12

Downsizing and growthPapyrus, a merchant in paper, supplies and industrial packaging, is operating in a declining industry where competitiveness is the key to success and is restructuring the organisation accordingly. “The big challenge for Papyrus is to adapt our structure. We are starting to adapt our HR tasks and payroll to be more competitive, stronger, efficient, and to take the time to implement other HR tasks and not to use all our time on payroll. It will provide more flexibility and responsiveness to the business to help it adapt to market changes” says Karima Cherifi, HR Director at Papyrus France.

In contrast, Yankee Candle, a manufacture of scented candles, has been experiencing global growth of 30% per year with “HR systems that could not cope” according to Rachael Merrett, Financial Controller at Yankee Candle. “There was a very poor HR system, and the payroll system, didn’t give us any of the management information we needed – even things like holiday records, which were all kept manually. Nothing was linked up.”

Out of the 161 respondents to the Ernst & Young Global Payroll Survey, 68 are considering expansion into new

Local expertise is critical As organisations move into new geographies, they typically also lack local expertise. If there is no knowledge of local payroll practices, this creates risk. Regulations may vary by region, by city, by business activity with collective agreements, or by company with company agreements. When all these factors are combined, things start to get extremely complicated. Brazil, for example, has more than 10,000 union agreements and Japan nearly 300 different minimum wages, which vary from branch to branch and from region to region. In France, legal changes in 2014 impacted all aspects of HR: payroll with DSN (registered social statement), labour union relationship with BDES (basis of economic and social data), talent management with training reform, and benefits with CICE (tax credit of competitive employment).

The frequency of legislative changes and the complexity of incorporating them either lessens, or intensifies the first. For example, in one calendar year, there were over 20,000 changes in payroll regulation globally.32 Adding to this pressure, the time companies have to implement changes required by new tax, employment, and payroll-related compliance regulations is shrinking.

Findings from a study conducted by CFO Research in collaboration with ADP show that more than 60% of CFOs surveyed agree that companies have experienced increased pressure to respond to tax, employment and payment-related regulations in increasingly shorter timeframes during the past two years.

Understanding and managing the volume of changes is a monumental task for HR, taking up staff time and resources. Greater complexity and risk often results in reduced flexibility and strategic input.

markets within the next year. Only 11% of these, however, were in the process of actively pursuing a global payroll solution implementation as part of their expansion. The growth of these businesses will be limited as HR will try and cope with the local laws and getting new people into the business.

Adapting to Market Conditions and a Changing Business World

International Challenge 2: Flexibility

Having systems and processes that make change very difficult limits the organisations’ flexibility and reactivity to market conditions. Poorly managed HR and payroll can crush any such desire for flexibility as internal teams find all their time and resources become devoted to simply keeping up with the monthly (or weekly) pay rounds instead of supporting the business.

Only 11% of companies will

implement a global payroll solution

when expanding internationally.12

12. Ernst & Young, 2013, Global Payroll Survey

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Are You in Control or Being Controlled?

International Challenge 3: Control

Having a global view of the workforce is essential for executives managing their business, but only very few actually have this. Fragmented systems will not provide that single version of the truth, decisions being made based on information from disparate systems will not be accurate or up to date, introducing uncertainty into key decision making processes — making it impossible to provide data for business strategy or monitor key performance indicators for HR.

Rachael Merrett of Yankee Candle recalls that before transforming HR and outsourcing, “We just didn’t know the information we needed about our people. This was not acceptable for the size of our business. Our US office

was asking us for more and more information about headcount, what type of people they were (salaried or hourly paid, male or female, or average salaries). There was no control.”

Simplicity and standardisation is key to true flexibilityThe Jeitosa Group International report, ‘Driving Globally Strategic Payroll: The Paradoxical Journey to Efficiency and Innovation’, argues that, “A key characteristic of the International model is that it is especially adept at understanding the needs of its local business units and sharing best practices and innovations across the global organisation.” At Papyrus they understand that investments in HR and payroll is important, “We had to change our policy. It’s a cost saving policy but it’s to also share best practices between the countries” says Karima Cherifi of Papyrus France.

HR standardisation offers the potential for increased flexibility for HR, offering more efficient and cost-effective processes. Companies can free themselves from having to deal with a host of different regulations, employee policies, labour conditions, currencies, languages, and directives. As they globally outsource payroll, companies consolidate consistent processes for all the countries in which they operate.

Global payroll outsourcing offers multinationals of all sizes additional flexibility as they grow. Emerging businesses are relieved from acquiring local payroll knowledge as they settle in new countries. They simply ask their supplier to “open another country”.

BENEFITS OF STANDARDISED PROCESSES TO ENHANCING GLOBAL FLEXIBILITY

• Service offerings and operating models that align all sizes and types of organisations

• Extended geographical coverage

• Responsibilities and risks transferred to the third party provider

• Compliance with local legislation worldwide

• Internal alignment and the sharing of best practices across all subsidiaries using the same HR policies and reference data

• Everyone speaks the same language: company management obtains consistent indicators, resulting in easy-to-consolidate reports and greater accountability

• Multinational payroll services helps companies support their global workforce with optimised investment in infrastructure, software maintenance and systems consolidation

• Having a single supplier for many countries reduces vendor technology costs

Poorly managed HR and payroll can crush any desire

for flexibility.

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ConclusionInternational expansion goes hand-in-hand with ever-changing local compliance requirements, keeping control and visibility of multiple subsidiaries, people-related costs and the need to protect a company’s most sensitive information. An effective multi-country payroll solution would appropriately address platform compatibility, integrate data and centralise multi-country information at both local and global levels. It would also adequately standardise service levels across vendors and integrate knowledge of local compliance.

BENEFITS OF STANDARDISED PROCESSES TO INCREASING CONTROL:

• Consistent SLAs and KPIs across the international organisation

• Central BPM systems to monitor payroll and human resources administration data workflow

• Single systems allows for multi-country consolidated HR reports

• Responsibilities and risks transferred to the third party outsourcing provider

• Compliance with local legislation worldwide

• Change is much more fluid and effective when implemented across an entire organisation

• Moving all regions to a single platform means teams feel the impact only once, with no extended reaction over time

The value of having all data accessible to HR, leadership, managers and employees, cannot be underestimated.

Centralisation is the key to streamlined service delivery and an HR operating model which world-class organisations are seeking to embrace. A network of in-country payroll specialists with deep knowledge of local legislation and HR details would lighten the load of shared services centres or local subsidiaries. By finding new ways to help maintain compliance and mitigate risk, improve business process efficiencies and, ultimately, help to drive organisational growth and international expansion, HR can demonstrate the strategic value they provide to the company.

The least innovative or agile organisations will see this as a fearful prospect. Those that will succeed in the global marketplace and expand globally, however, will embrace the benefits of standardised core HR and payroll – and will do so with HR leaders at the helm.

Too much time is spent by HR getting the right data before they can make decisions or before they can assess the impact of decisions that have been made. Not only is time taken up in getting and collating that data, but also making sure that the data is accurate. For Karima Cherifi of Papyrus France, “Because we’re in a cost-cutting environment, each month we have to rate ourselves against set rules on errors in payroll. My objective is to have 99% payroll efficiency, and these have to be achieved in parallel with other KPIs around severance costs, numbers of full-time employees, etc. Now we have extremely good visibility on things like this. We can exchange lots of data between management teams thanks to our outsourcing of payroll.”

Data visibility and a standardised set of processes enables companies to make real time critical business decisions and focus on the strategy of your company. Dierk Russell of Covidien notes, “With consolidated reporting we know obviously a lot more about our payroll than we ever were able to do. Even with a good finance system and good chart of accounts the type of analysis we have today is far beyond what we used to be able to do.” Visibility into the overall workforce is key and requires common policies and standardisation of processes to track key metrics and provide insights.

Internationalisation needs standardisationA single data repository that enables reporting and analytics requires an integrating of HR data, common policies, processes, and tasks into one platform. With 37% of mid-sized companies’ data left sitting in Excel (ADP Global HCM Study, January 2014) or similar types of databases, the value of putting all data in one system, accessible to not just HR, but also leadership, managers and employees, cannot be underestimated. This was the case for Yankee Candle, “Payroll was incredibly time consuming, so when it was manual we used to have to collect manually, put it into a spread sheet, send the spread sheet to payroll, get a spread sheet back, analyse it — it was just ridiculously time consuming.”

37% of mid-sized companies’ data is in

spread sheets13

HR standardisation offers the potential for increased flexibility.

The Webster Buchanan Research report, ‘Multi-country Payroll: Analysing the Business Benefits and Challenges’ identifies that “every international payroll function is geared up to meet unique local regulatory and business requirements, they tend to evolve on a country-by-country basis, with little standardisation around best practices and processes.” Most multinationals will use a mix of in-house and outsourcing. “In a large company operating in a dozen countries, for example, you could easily find 15-20 different processing partners.” It can be difficult to get visibility into individual payroll operations, ensuring they’re all compliant and guard against fraud. For Yankee Candle there has been a massive impact, “Now, I can run ad-hoc reports, I can write reports, and I can interrogate the data all of the time. We can now extract reports that talk to our finance system. This has paid dividends because now we can easily put wage data into our ERP system,” says Rachael Merrett of Yankee Candle.

13. ADP Global HCM Study, January 2014

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