Market View

Adaptive HR in a Dynamic World: Navigating Diversity, Jurisdiction, and the Modern Workforce

Interview with

Sarah Coffin

Head of People Operations, Kerridge Commercial Systems

About Sarah Coffin

Sarah Coffin serves as the leader of the people process and data systems within her organisation's people team. Her responsibilities encompass managing the employee lifecycle and overseeing HR operations, including shared services. Additionally, she plays a crucial role in shaping company policies and processes. Beyond these operational tasks, Sarah is pivotal in enhancing the overall employee experience within the company.

How does your organisation navigate the complexities of operating under multiple jurisdictions with varying localisation requirements?

The key is maintaining balance. We aim to standardise our processes and policies as much as possible while accommodating niche, local requirements. My team manages workflows to track all our activities, with underlying checklists outlining general requirements and additional specific items for different regions.

The challenge is maintaining consistency across different countries while adapting to local nuances. As a global manager overseeing employees in various countries, it's crucial to have systems and processes that can navigate these complexities to extract meaningful data and offer a standardised experience where possible.

Educating our teams about local nuances is vital for enabling the company to adapt appropriately. We still face challenges, particularly with data. What might be permissible to inquire about in one country could be prohibited in another, yet another country might require that information for governmental reporting.

How does your organisation address the challenges posed by a diverse and decentralised workforce?

We are fundamentally a people-centred company. Despite our focus on technology, we firmly believe that our people are our most important asset. They are crucial to our success; without our people, we wouldn't have our product. We highly value and respect them, recognising that each individual's unique contributions enhance our operations.

From my perspective, diversity is a strength. The different backgrounds and viewpoints allow for enriching discussions, which we actively embrace. Regarding decentralisation, it's essential to maintain strong lines of communication. We use technology to help align everyone with our central vision, ensuring that all team members, regardless of their location, feel connected to the core of the company.

We focus on fostering shared values and a clear vision, making sure everyone understands their role within the larger framework. We also emphasise the importance of diversity, highlighting issues that matter to different groups within our workforce, and educating all employees to foster a more inclusive environment.

How do you anticipate the future of HR management given the rapid changes in the work environment?

HR management will need to adapt quickly. The markets are evolving rapidly, and we're living in a time where external factors significantly influence our operations. It's no longer feasible to operate in isolation as global events impact us all. Political climates vary widely and are changing swiftly, which we notice quite often.

There's increasing awareness of global issues and sustainability initiatives. The pace of technological change is transformative. The advancements in technology over the next five to ten years, especially with AI, will significantly affect our business and HR management. Although AI offers tremendous potential for efficiency, it also presents challenges, such as ensuring it behaves appropriately within corporate settings.

HR will also need to innovate in process management to keep pace with technological changes and external market conditions. We're on the cusp of welcoming a new generation into the workforce, and we're still figuring out how to adapt to their needs before they even join us.

One of the ongoing challenges in HR is that the effects of our strategies on culture, diversity, and inclusion may take years to manifest. As a STEM company striving for greater diversity, we need to engage with potential future employees early in their educational paths to cultivate interest and diversity in technology fields.

How important is it to ensure your HR platform remains flexible and adaptive to the changing needs of the business?

It's vital that our HR platform can scale, adapt, and pivot according to the various needs of our different countries and people. We're an acquisitive company, meaning we frequently buy other businesses and also grow organically. This requires us to adapt swiftly. For example, during a recent acquisition, we had to integrate a whole new country into our platform.

We might suddenly have numerous new employees one day to the next. It's crucial for our HR systems and processes to be capable of adapting quickly to these changes. Our company's fast-paced nature demands that we respond promptly to the needs of the business and the new entities and individuals we incorporate.

Another priority is global coverage. It's important that the system isn't limited to performing well only in specific regions but can grow with us across all our global jurisdictions. Essentially, we need it to support the entire employee lifecycle while remaining flexible enough to accommodate our rapid growth and changing business landscape.

What is your view on the evolution of HR and the importance of a people-centered approach?

I have a specific view of what HR should be. There's been an evolution from 'personnel,' which to me is transactional, to 'human resources,' and now we're moving beyond even that. We're not just resources; we're people. This has led to new, people-centered approaches in managing this part of the business.

Focusing on a people-centered approach is about finding the balance between service delivery and efficiency while maintaining personability. Making people feel like they belong and are part of the company is crucial. I've worked in companies where you can't even talk to HR without giving your employee number. It's like you're just a number, and that's not what you want.

It's about finding that balance where people feel like they have a voice and belong, while still being efficient. You can have a knowledge base and service delivery that handles the easy stuff, while still maintaining a people-centered strategy. Technology can help with this balance, but we need to be careful not to lose touch with people completely.

About Kerridge Commercial Systems

Kerridge Commercial Systems is a leading provider of specialised software solutions and services to the distribution, wholesale, merchant, and retail industries. Established to streamline operational efficiency and boost profitability, the company offers a comprehensive suite of tools that support everything from inventory management to accounting, supply chain management, and customer relationship management. With a focus on innovation and customer service, Kerridge Commercial Systems empowers businesses to achieve their strategic goals through advanced technology and tailored support.