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 Clintelle Stephen, Manager of HR Services, CARE USA. For more information, please visit www.sharedintelligence.com.

2. Q&A with:
Clintelle Stephen
Manager of HR Services
CARE USA

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)?
“My role is currently Manager, HR Services,
overseeing our HR Service Center. I’ve been in this
area for just over 7 years.
Our center is mostly off-shored with a supervisor and
5 staff in the Philippines and myself and 1 staff
member in the US. It’s also mostly captive, although
there is some benefit outsourcing and/or co-sourcing.”
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4. How long have you been working in shared
services and what was your path into
the industry?
“I started as a Service Center Coordinator in
2009 when CARE USA’s service center was first
implemented.
I was on a temporary assignment covering
maternity leave. The person I was covering took
on another role upon return and I retained the
role.”
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5. What has been your biggest challenge in
your shared services career and how did
you overcome it?
“So far, it has been overseeing implementation of our case
management system. Differing expectations and lack of
understanding of the nature of the implementation contract
meant we didn’t realize the level of technical and project
management resource needed and this strained financial
resources.”
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6. What has been your biggest challenge in
your shared services career and how did
you overcome it?
“Frank conversations were had with
the vendor so a way forward could be
determined to come to a resolution.
Closer and more regular monitoring
and evaluation led to go-live by the
deadline with minimal impact to
clients.”
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7. What is the best aspect of your role/what
do you enjoy most about it?
“I enjoy varied nature of the role,
as well as the opportunity to seek
ways to continuously improve and
see the impact of that
improvement.”
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8. What is your shared services center’s
biggest achievement and how did you get
there?
“I’m proud of our cohesive, high performing team. Selecting the
right staff plays a role.
Addressing potential issues sooner rather than later, celebrating
achievements, cross-training, fostering a culture of continuous
improvement and innovation, opportunities for development as well
as regular team meetings also play a role.”
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9. 6 What are your three main goals
for the next 12 months?
“a. Optimize use of case management system
b. Leverage use of technology for increased automation
c. Greater use of HR & workforce metrics”

10. What motivates you and keeps your
engaged in your role?
“The opportunity to work with a variety of
people from different countries, cultures
and/or locations in a variety of ways to
streamline, simplify and/or integrate for
more effective and/or efficient impact.”
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11. 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!