How HR Professionals Can Effectively Balance the Needs of the Employees and the Business
Some could easily argue that the human resources (HR) department is not a “revenue-generating” service. We don’t create new products, interface with the traditional customer daily, or hunt down investors to fund company growth. As an HR professional, I’ve had many CEOs ask in interviews, “Who is your customer?”
My response is simple: The employees are my customer. This answer often draws a few raised eyebrows, and I’m fairly sure there was a job I didn’t receive because of it. And while the employee is not my only customer, they are the customer I am serving as Chief People Officer. That said, serving employees is inherently linked to serving the business, and an HR professional’s role is to simultaneously value and address the needs of these two (sometimes conflicting) parties.
Human resources keeps the lights on
Whether a company is 50 or 50,000 employees, HR works in service of the employees. On a day-to-day level, HR keeps the lights on, ensuring that benefits are robust and up-to-date and that each employee feels supported and enabled to work at their highest capacity.
But beyond this fundamental foundation of support, HR is also responsible for the next layer of employee service: strategic people management. This includes upskilling employees on the latest technologies, scaling up or down employee programs and performance management.
The business itself is HR’s second yet equally important customer. HR cannot focus on employee services alone — we need to be closely aligned with leadership on company-wide objectives and key results (OKRs). When HR does not meet business needs, we risk putting the entire company on shaky ground. For example, if we do not meet the hiring plan and only hire 20 engineers instead of 50, the engineers can no longer create the expected products or might become overworked and burnt out. When HR neglects employee well-being or fails to meet company OKRs, it’s as if we forgot to pay our utility bill — the lights turn off, the water stops running, and the entire business suffers.
Aligning with our customers
Like any other department, HR needs to spend time talking to our employees and leadership to understand their needs and match those to your departmental goals. Are there company-wide goals you can support through HR? Is there something missing from your quarterly plan that employees are craving?
In serving employees, it’s important to remember HR is not only there to provide free lunches and in-office yoga classes (although these services are often appreciated). We are also there to support our employee’s career development, providing opportunities for growth and learning as they advance.
When servicing the business, it’s easy to get caught up in our specific HR goals. However, every goal can’t be company-level important. When doing your quarterly planning, ask yourself, “If I could only focus on two things this quarter, what would they be?” Discuss these goals with your CEO or leadership team to ensure you’re on the same page and can strategically approach your mutual goals/OKRs.For example, within the past year, leadership and I discussed our 18-month hiring plan. From that conversation, we discovered that the specific type of engineer our company wanted is a very competitive hire at the moment. So, we decided to pivot and cast a wider net geographically, gaining the same quality of talent without the same level of competitiveness. In this instance, HR was able to help the business make a strategic decision about the rate and cost of hiring, saving the business time, effort and money along the way.
Finding balance
How do HR professionals balance their sometimes conflicting needs with two customers to prioritize — the employees and the business? When I approach a human resources decision, I start with the ideal world: What would the best possible outcome look like for the overarching population if anything were possible? And while the ideal world is not always attainable, identifying the best-case scenario becomes the north star guiding my decision-making process.
Annual benefit renewals are one of the times that HR has to juggle employee and business needs. Benefits affect the lives of hundreds of employees and their families and can also mean the difference of millions of dollars in the company budget. This year, the renewal of our current benefit plan came with an enormous uptick in cost. I have a fiscal responsibility to the company to minimize costs, but I also have a responsibility to our employees to lessen their burden and ensure they have good benefits. I had to ask myself, “How do I thread the needle to optimize for both sides?”
After weighing many different plans and consulting leadership, I decided that the best outcome for the overarching population was to keep a no-cost plan for our employees. Our company absorbed much of the cost, but we were also strategic in finding ways to pass some of it on, so the company was not sent underwater due to the increased cost. These decisions are not always easy — HR professionals must be rigorous and unbiased while also leaving room for creative problem-solving and collaboration. But it’s also where we get to demonstrate the true skill of anyone in HR: our ability to walk the tightrope between the needs of our employees and our business with acumen and ease.
Navigating muddy waters
HR is equally serving the employees and the business; one customer is not more important than the other. What’s more, the customers we serve go hand in hand — when we deliver to employees, they deliver to the business and vice versa.
It is the role of HR to navigate the give-and-get between employee needs and business decisions. A company is a living organism run by real, living people with various needs, idiosyncrasies and backgrounds, which can often lead to murky waters. The role of HR is to filter out the sediment blurring our vision, clear out the rocks that block our path forward and create space for our business to run clearly, smoothly and quickly once again.
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4 Reasons You Should Keep Up Your Job Search During the Holidays Now that the holidays are upon us, you may be considering taking a..
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Jul 26, 2019Job Search Difficulties
3 Surprising Reasons Your Job Search Still Isn't Working It’s been months into your job search and you’re just about ready to pull your hair..
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Jul 5, 2019Overloaded And Overwhelmed?
Overloaded And Overwhelmed? Four Things You Can Control When Your Workload Is Out Of Control Our research indicates a terrifying 43% of knowledge workers do..
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Jun 21, 2019Employee Empowerment
4 Leadership Methods for Empowering Employees and Building Strong Teams Realizing your responsibility to lead can be scary, but done right, leadership breaks down to..
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Jun 7, 2019Five Things Employees Want
The Five Things Employees Really Want I haven't managed to catch all the episodes of Undercover Boss this season, but there was one I knew..
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May 31, 2019Thrive At Work
6 Steps To Unleash Your Inner Polymath And Thrive At Work In a previous article I explored some of the virtues of striving for a..
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May 24, 2019Successful and Happy
The One Daily Action That Will Make You More Successful And Happier At Work In our fast-paced world where we have more to do than..
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May 3, 2019Great Employees
What It Takes To Be A Great Employee: The Parable Of The Oranges Being a great employee pays off with better positions, higher pay, and..
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Apr 25, 2019Your first Job
10 Essential Strategies To Succeed In Your First Job Congratulations, graduate! After the exhausting and stressful process of finishing school, searching for and landing your..
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Apr 19, 2019Starting a New Job?
When You Start a New Job, Pay Attention to These 5 Aspects of Company Culture When you join an organization, you have a short window..
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Apr 12, 2019How To Escape Procrastination
How To Escape The Procrastination Doom Loop When you imagine a highly productive person, you likely think of someone who focuses effortlessly on the job..
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Apr 5, 2019Exceptional Employees
8 Clues That a Candidate Will be an Exceptional Employee Over the past 40 years, I have reviewed at least 30,000 resumes and LinkedIn profiles..
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Mar 22, 2019Increase Employee Retention
4 Smart Ways to Increase Employee Retention Keeping your employees once you have them is a thorny problem in the staffing services industry. The difficulty..
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Mar 15, 2019Things Happen!
Here's How To Recover From A Career Setback Whether you’ve botched an interview question, cancelled an important meeting last-minute or missed a typo in an..
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Feb 22, 2019How to Assess Transferable…
How do you make sure you don’t lose out on those candidates who bring additional talents, interests, and unusual experiences that can be a real..
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Feb 15, 2019Workplace Diversity
In an 8-Minute Animated Film, Pixar Just Captured Why Companies Still Struggle With Workplace Diversity Yes, it's a movie about a pink ball of yarn--but..
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Jan 25, 2019Effective Job Interview
How to conduct an effective job interview As the employment market improves and candidates have more options, hiring the right person for the job has..
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Jan 18, 2019Things You Should Never…
14 Things You Should Never, Ever Say In A Job Interview It’s always intimidating to interview for a new job, whether you’re fresh out of..
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Dec 14, 2018Stay Focused Through the…
14 Ways to Stay Focused at Work Through the Holidays We’re in the midst of the holiday season, and as you try to juggle parties,..
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Dec 7, 2018Great Employees Leave Great…
Why Great Employees Leave “Great Cultures” “We have a great culture.” We have all heard it. We have all said it. But what does that..
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Nov 30, 2018On-the-Job Training
Young Workers No Longer Get the On-the-Job Training They Need -- So They're Finding It Elsewhere With companies training people less, the most valuable path..
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Nov 23, 2018Help Your New Hires…
3 Ways You Can Help Your New Hires to Succeed Filling a vacant position is expensive, and unless you do these three things, it's liable..
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Nov 15, 2018A Successful Meeting
Three Ways To Prevent Someone From Stealing Your Spotlight In A Meeting We've all been there at one point or another. You're in a meeting,..
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Nov 9, 2018‘Bad’ Interviewee
That 'Bad' Interviewee You Just Talked to May Be the Perfect Match for Your Job Opening The 'pattern matching' that companies have long used to..
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Nov 2, 2018When should managers overlook…
Why managers should overlook results in these situations By focusing on culture and people first, you can set your team up for success in the..
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Oct 26, 2018Recruitment in Cyprus
Recruitment in Cyprus - Thoughts and Ideas from Advance Career Team Read the detailed interview published on TopJobsCyprus website and share your comments and ideas!..
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Oct 19, 2018Find Career Clarity!
How To Find Career Clarity Using Three Top Career Theories Feeling like you need to make a career pivot because your job isn’t a good..
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Oct 12, 2018Integrators VS Segmentors
Are your employees integrators or segmentors? An organization has both integrators and segmentors. Being a segmentor is a tough ask. If you choose to be..
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Oct 5, 2018Help Your Team Members…
Help Your Team Members Succeed (Especially When They're Tempted to Leave) Help that valued employee being lured by another opportunity think through what they are..
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Sep 28, 2018Avoid Toxic Team Members
Are You Hiring a 'Team' Player -- or Someone Just Looking out for No. 1? How can leaders make sure they're not unwittingly inviting a..
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Sep 21, 2018What Motivates You to…
What Motivates You to Work? That paycheck will never be big enough if it's the only reason you're going to work. Each of us respond..
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Sep 7, 2018Tap Into Your Motivation!
Putting Yourself In Drive: How To Tap Into Your Motivation The one common component in every great success story is motivation: an ever-elusive elixir that..
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Aug 17, 2018Social media can cost…
When 'What Happens In Vegas' Ends Up In Your Job Search What happens in Vegas really doesn’t stay there. That “funny” picture about that..
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Aug 10, 2018Avoid Summer Slump
How To Improve Productivity For Yourself And Your Team This Summer July and August are historically bad months for productivity. It might be the warm..
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Aug 3, 2018Emotional Intelligence at Workplace
How To Develop More Emotionally Intelligent Employees In the quest to develop leaders who will foster a culture of equity and inclusion in the workplace,..
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Jul 20, 2018Rewarding Employees Wisely
5 Ways to Reward Employees When Raises Aren't an Option Many workers are doing double duty these days because employers either can’t afford to hire..
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Jul 6, 2018Hiring the right people?
5 Steps to Hiring the Right People for Your Business "Hire slow, fire fast" is great advice, but it's not always easy to follow. The..
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Jun 22, 2018Simple Work-Life Balance
Work-Life Balance Is Simple. To Succeed at Work, Get a Life. With the right balance of health and business, entrepreneurs can maximize productivity. The Organization..
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Jun 15, 2018Experience or Talent?
When to Hire Raw Talent vs. Job Experience Experience is a must for some jobs, but people with raw talent offer unique benefits. You have..
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Jun 8, 2018Back On Track
How to get back on track when you’re having an unproductive day A rocky start shouldn’t dictate your entire workday. Do these things to reverse..
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Jun 1, 2018Value of Office Communication
Why Office Communication is Highly Valued and Often Ignored A huge number of employees don't trust their bosses, and it's not hard to figure out..
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May 25, 2018Impacts of High Turnover
The Negative Impacts of a High Turnover Rate High turnover rates can negatively affect a company and its employees in many ways. With the constant..
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May 18, 2018General Data Protection Regulation
Five Final Checks To Ensure GDPR Compliance It is just one week until the EU update to General Data Protection Regulation (GDPR) compliance deadline of..
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May 11, 2018Employee Onboarding Strategies
Seven New Onboarding Strategies You'll See This Year According to a study from Equifax, more than half of all employees who left their job in..
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Apr 27, 2018AI empowers HR
AI will make HR more Human, Strategic and Innovated Artificial intelligence (AI) is a source of both huge excitement and fear across the HR function...
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Apr 13, 2018Negative performance feedback
Is giving negative performance feedback really negative? Negative performance feedback is a difficult topic to talk about. Does it help the performance? This feature throws..
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Apr 5, 2018Inclusion in the Workplace
Inclusion Doesn’t Mean Including Everything and Everyone Inclusiveness is not about thought policing. It’s also not about turning everyone into a liberal. It’s a normal..
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Mar 30, 2018Inspire Change In Your…
4 Ways To Inspire Change In Your Employees Have you ever listened to a speech that inspired you so much, you were ready to make..
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Mar 23, 2018Employees Feel and Act…
7 Ways to Incent Employees to Feel and Act as Owners Building accountability into your business culture is a leadership process. It can't be driven..
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Mar 16, 2018Don’t Shuffle People Into…
Don't Shuffle People Into the Wrong Job Just Because They're Already on the Payroll You grow your company by putting proven performers where you need..
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Mar 9, 2018The Best Internal Candidate…
Why the Best Internal Candidate Might Be from an Unlikely Part of the Company Nearly a decade since Gallup released its bible, Strengths-Based Leadership, which..
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Feb 26, 2018Minimise Workplace Negativity
Tips for Minimizing Workplace Negativity To Deal with Negativity in the Workplace, Use These 9 Tips Nothing affects employee morale more insidiously than persistent workplace..
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Feb 9, 2018The future Workspace
Why a Coffee Shop Will Probably Be Your Workspace Within 10 Years As the gig economy grows, there are both social and scientific reasons why..
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Jan 26, 2018Prepare new employees for…
The Best Way to Set New Employees Up for Success Create an onboarding program that's both meaningful and memorable Congratulations; you've just hired a terrific..
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Jan 19, 2018First Hour, Day, Week,…
Do This In Your First Hour, Day, Week, And Month Of Your New Job Getting settled into your new job is the ultimate act of..
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Jan 12, 2018Make 2018 a Productive…
11 Expert Tips To Make 2018 Your Most Productive Year Ever Could eating cake for breakfast and never listening to your voicemail help you get..
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Jan 5, 20187 Ways Modest Leadership…
7 Ways Modest Leadership Increases Team Success When we imagine the traits of successful leaders, whether they are managers, high level executives, CEO's or owners..
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Dec 29, 2017Grateful Workplaces and Engaged…
Grateful Workplaces and Engaged Employees All leaders need to ask themselves why happy and engaged employees are worth their weight in gold. If you’re a..
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Dec 15, 2017Employee stress during Christmas
Managing employee stress during the festive period More than half of employees feel stressed in the weeks leading up to Christmas, with most calling for..
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Dec 8, 2017HR in 2022
What's HR going to be in 2022? A Study sheds some light... A recent study shows us a glimpse of what HR might look like..
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Dec 1, 2017Appreciating your employees
How to Avoid the No. 1 Reason People Leave Their Jobs William James, the father of psychology, stated that the most fundamental psychological need is..
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Nov 24, 2017HR Function in 2024
Will You Be Leading an HR Function in 2024? Here are five things to look at to examine and determine if you’ve got what it..
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Nov 17, 2017Employee Appraisals
Importance of Effective Employee Appraisals The performance appraisal may be one of the few times during the year where an employee and the reviewer, typically..
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Nov 10, 2017Your Impact at Work!
What Is Your Impact? We keep throwing this word around called "impact." Do you know what your impact is and how would you define, discover,..
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Nov 2, 2017The workplace is changing
From Cubicle To Coffee Shop - How The Workplace As We Know It Is Changing In the past few years we have seen a major..
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Oct 20, 2017Employees don’t see link…
Employees don't see link between pay and performance Employers gave themselves only mediocre ratings on pay programme effectiveness. Employees are struggling to see the link..
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Oct 13, 2017Working for small companies
Why You Should Consider Working For A Small Company Eighty-four percent of small-business employees are happy in their current job, according to the 2017 Aflac..
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Oct 6, 2017HR’s key role in…
HR's key role in enlightened office design HR magazine and Landid's roundtable on the workspace of tomorrow explored how HR can positively influence facilities management..
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Sep 22, 2017Workplaces still hamper productivity
Workplaces still hamper productivity Noise, lack of privacy and space are some of the factors causing the greatest dissatisfaction among office workers Nearly half of..
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Sep 15, 2017Lost your Job?
Nine Things You Should and Shouldn't Do If You Lose Your Job Most of us wouldn’t think to associate the words "joblessness" and "fun," but..
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Aug 25, 2017Top 10 Benefits Of…
Top 10 Benefits Of A Workplace Wellness Program When Google opened up in the 90s it took a unique approach to employee satisfaction. In an..
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Aug 10, 2017Friends and Career
Being Too Busy for Friends Won’t Help Your Career Friendship matters. Everything we do to succeed in our careers is improved when we’re supported by..
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Aug 4, 2017Is it time to…
The Best Ways to Reward Employees. Having an effective reward program in place can help solve many of your HR issues. Every company needs a..
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Jul 21, 2017People don’t take HR…
People Don’t Take HR Seriously; Here’s Why That’s Dangerous Legacy beliefs like being the bad guy and a lack of strategic vision isolates HR, and..
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May 2, 2017Employee Burnout
What causes burnout and how it can affect both the employees and the organisation How HR Can Help Prevent Employee Burnout An engaged workforce. It's..