Every month we “shine a light” on one Shared Intelligence member, by asking them a series of questions in order to share their background, insight and experiences with the Shared Intelligence community. This month meet Eric Riego de Dios, Human Resources Director, Baker McKenzie Global Services. For more information, please visit www.sharedintelligence.com.

2. Q&A with:
Eric Riego de Dios
Human Resources Director,
Baker McKenzie Global Services

3. What’s your shared services background?
e.g. What is your role within your SSC? How long have you
worked in shared services? What type of center do you work
in (Captive, Hybrid, Outsourced)?
“I currently work at Baker McKenzie Global
Services based in Manila (GSM), one of the
shared services pioneers in the industry with
more than 15 years of existence.
Baker McKenzie has other centers located in Belfast and Chicago.
Together, they provide professional services to Baker McKenzie's 77
offices globally.”
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4. What’s your shared services background?
e.g. What is your role within your SSC? How long have you
worked in shared services? What type of center do you work
in (Captive, Hybrid, Outsourced)?
“I also had the privilege of setting up and expanding Citi Shared
Services (CSS) in the early 2000s in Manila.
In between I had the privilege of working in
IBM delivery centers in Manila. GSM and CSS
are both captive centers while IBM is both
captive and commercial.”
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(continued)

5. How long have you been working in shared
services and what was your path into the
industry?
“Overall I have more than 10 years of shared services experience. It
has always been in the practice of HR with varying capacities as the
HR leader for the center and/or the region. The roles have always
been based in Manila but as a senior generalist I have had direct
coverage over more than 16 countries from New Zealand to India.
More recently in Baker McKenzie, I was entrusted the role of global
focal for talent technology and was also given the responsibility to
establish in Manila Baker McKenzie's center for talent analytics.”
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6. What has been your biggest challenge in
your shared services career and how did
you overcome it?
“Challenges vary depending on the maturity and phase of the center.
During the early times when the shared services practice was new
and its value proposition has not yet been fully accepted, I have
experienced trying to influence professionals from high-cost locations
to transfer knowledge and transition work to the center; it was
difficult given the perception that they are losing jobs to their
counterparts in Manila.”
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7. What has been your biggest challenge in
your shared services career and how did
you overcome it?
“During the shared services explosion, major challenges were hiring
and retaining the right people.
Throughout, the most difficult is transforming the culture of an
organization. It is particularly challenging to change things in the
shortest possible period: encouraging people to adopt new ways of
thinking and relating in order to be more relevant to the changing
times and which are also essential if we are to align with the
company's new vision.”
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(continued)

8. What has been your biggest challenge in
your shared services career and how did
you overcome it?
“Through all of these challenges, I have
come to realize that I do not have the
monopoly of solutions and most of the
times the most effective ones are those
that are collaboratively designed and
implemented.”
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(continued)

9. What is the best aspect of your role/what
do you enjoy most about it?
“Crafting people strategies and creating initiatives to support
cultural transformation are the best aspect of my role.
I like the fact that the role evolves as the organization
transforms. As long as delivery needs grow in sophistication,
shared services will require more complex and elegant people
solutions.”
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10. What is your shared services center’s
biggest achievement and how did you get
there?
“So far, I would say cultural transformation. It took us almost
three years to make the changes more palpable and apparent in the
environment.
Before, there was a lot of mistrust as policies are veiled in
ambiguity. We created different channels of communication to
enable a freer two-way flow of information. We also campaigned
for trust and personal accountability in everything we do.”
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11. “We did away with biometrics, trusting that our employees will be
faithful in the tasks they are assigned to do beyond counting the
minutes that one clocks in.
To break down perceived divides among ranks, we encouraged
addressing each other at first name basis and every time a person uses
"sir, ma'am, boss, etc." s/he is requested to contribute ten pesos for our
corporate social responsibility fund. Our transfer to a more open space
also encouraged collaboration which is attuned to our values of One
Team and Insightful Solution.”
5
What is your shared services center’s
biggest achievement and how did you get
there?
(continued)

12. “Another key element in our transformation is our investment in
building a leadership curriculum.
We revamped the first level program and crafted and launched the
second level specific to middle managers; the third one is in its design
phase with our executives as target audience. All of these, and more,
are the elements of our ongoing cultural transformation program.
This cultural transformation was in fact recognized by SSON in 2016,
with GSM being conferred an award for excellence in culture building.”
5
What is your shared services center’s
biggest achievement and how did you get
there?
(continued)

13. What are your three main goals for the
next 12 months?
“The first is to be more fit physically, mentally,
emotionally, and spiritually.
Given the many demands of our work and our
environment it is easy for us just jump into the
tasks and goals, forgetting our need to be fully prepared and
equipped to face all of these challenges. That is why it is important
to make investing in and developing oneself the first goal.”
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14. What are your three main goals for the
next 12 months?
“My second goal is to help the Manila center take on more global
functional responsibilities making sure that we do not only execute
strategies but co-own them in design and implementation.
My third goal is to continue to build GSM Talent as the center of
expertise in HR Delivery, particularly in the areas of talent solutions
and workforce analytics. My second and third goals are actually
anchored on a personal deep desire to showcase the Filipino talent
to the world – local talent, global impact.”
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(continued)

15. What motivates you and keeps your
engaged in your role?
“Fortunately, one of my passions is the practice of HR... the
development of people. There are so many ways to contribute and
each day is different given the evolving ways and approaches in
learning, performance, rewarding, and engagement.
I marry this passion with my inherent confidence in the Filipino
talent. I make use of every opportunity that I have to showcase the
Filipino talent, and this gives me a different high.”
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16. Do you see any significant trends in shared
services & outsourcing at the moment? And
how do you think this trend could change the
industry (or is already changing it)?
“It is always exciting to learn about advancing technology and new and
innovative ways of working. Our Firm has become the first law firm in
the world for example to apply Design Thinking. While maturation takes
time, it is exciting to see us become better equipped to be fully ready for
this new era of delivery solutions.
One thing this teaches us really is that we need to develop the ability to
be agile and this is something that we can focus on as learning and HR
practitioners.”
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17. What advice would you give to someone who is
just starting on their company’s shared services
journey, or to someone who is just starting their
shared services career?
“Fasten your seatbelt and be ready for an exciting ride.
It is fast. It is not necessarily smooth but you will see so many things
along the way that will pump a lot of adrenaline into your system.
Like a roller coaster, it is not for everyone, but many of those who
have tried it may keep going at it.
One has to remember that in this industry, the qualities of tenacity,
resilience, and agility will always pay off.”
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18. If you could choose anyone in the world to work
with in your current role, who would that person be
and why? e.g. They could be a famous business leader, a
fictional character, a historical figure, someone from the
future, an actor, a writer, a professional musician, etc.
“It will be a great opportunity to work with Jesus. He is charismatic,
visionary, and revolutionary. He is ahead of His time yet He is timeless.
I imagine our town halls being like sermons on the mount peppered
with great storytelling and parables. He is a great transformational
leader who mentors and develops others to become transformational
leaders themselves. As an HR practitioner, it has been my dream to
transform lives. I know with Jesus I can do this, because He is
transforming mine.”
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19. You’ve reached the end of this Q&A!
We hope you’ve found it both
informative and inspiring.
Check back in a month for another Q&A
with our featured Shared Intelligence member!