How tech can help humans in HR

THERE is a plethora of articles on how companies and human resource (HR) professionals should evolve and respond to trends – but not all HR departments may have the time or manpower to do so.

Small and medium enterprises (SMEs) in particular may be hard-pressed to consider topics such as embracing inclusivity and diversity in hiring; flexible working arrangements; mental health and employee engagement; and maintaining company culture within a hybrid work environment.

Yet even SMEs can start by prioritising small wins: tapping technology and job redesign to improve HR productivity, with government guidance and support.

Redesigning for the future

To guide job redesign, for example, Workforce Singapore’s (WSG) Jobs Transformation Map for HR identifies trends that will have an impact on the industry.

Eight administrative roles are expected to be greatly hit. These involve administrative tasks that could be automated, with technological advancements such as robotic process automation, machine learning and social robotics.

To stay relevant, such HR professionals must upskill to deliver higher-value work and identify ways to contribute to business transformation.

Another 16 roles, at the manager and head level, will experience a moderate impact and require updated skills. Such roles require new technological skills, including the use of data analytics.

In a job redesign study by WSG, 65 per cent of companies acknowledged that job redesign involves the adoption of technology to improve productivity, while 63 per cent agreed that job redesign can improve the quality of job roles.

Companies that are unsure how to redesign HR roles can turn to WSG’s Human Resources Job Redesign Initiative. Under this, they can work with pre-approved consultants and receive funding for related consultancy costs via the Support for Job Redesign under Productivity Solutions Grant.

To help HR professionals take on redesigned roles, there is also WSG’s Job Redesign Reskilling Career Conversion Programme for Human Capital Professionals.

The scheme supports companies in identifying job roles that are vulnerable due to business transformation, and equips such workers with the knowledge and skills for higher-value or redesigned roles.

Tapping such government initiatives can help companies take the first step, and make the journey of digitalisation and automation easier.

Automate to elevate HR’s role

HR is no longer just about recruitment and payroll. It is diverse, covering recruitment, talent management, employee engagement, training and development, compensation and benefits, and more.

HR departments are expected to take on responsibilities such as business partnering – which means aligning a company’s business and workforce strategies – and workforce planning.

Yet HR professionals are often overwhelmed with administrative and process-driven tasks, with little time to focus on strategic work such as employee engagement.

In small companies, employees could wear multiple hats, with HR being just one of them. Some HR teams may consist of just one or two employees.

To help HR professionals fulfil their roles effectively, companies must embrace technology.

One major role for technology is in automating administrative tasks such as payroll processing, leave management and benefits administration.

Digital applicant tracking systems can help sieve through resumes, while routine tasks such as processing timesheets can be done via robotic process automation.

This not only reduces manual errors but frees HR professionals to focus on strategic initiatives and allows more resources to be dedicated to resolving employee concerns.

Chatbots are another effective time-saver, as they can attend to multiple queries simultaneously. They can respond promptly to common employee enquiries such as staff benefits, relieving HR of such recurring tasks.

In May 2023, HRM Asia’s HR Tech Fest showcased an AI chatbot that could conduct hiring pre-screening by asking applicants a few questions and shortlisting potential candidates.

The chatbot could even auto-schedule interviews based on the hiring manager’s availability. Imagine how this helps the HR team respond quickly to job applicants, which is crucial in today’s competitive talent market.

Reducing routine and time-consuming tasks is the first important step towards a more productive HR team, as it enables them to focus on strategic matters. In turn, business owners and chief HR officers can re-evaluate job roles and develop employees for higher-value functions.

Besides automation, technology can help in other areas. Predictive analytics can facilitate data-driven decisions when acquiring talent. In employee engagement, technology can be used for better collaboration, communication, and feedback loops.

Performance management can benefit from data-driven insights, enabling fair evaluations and targeted development plans. Learning and development can incorporate e-learning platforms, gamification and virtual reality.

Keeping the human in HR

Some may wonder if AI and tech will completely replace HR. Could large language models such as ChatGPT eliminate the recruiter?

The answer is no. Technology will reshape HR roles – but those roles will evolve to incorporate technology management and the intelligent use of data in decision-making, moving from basic data analytics to predictive analytics and modelling.

Even as AI is incorporated into recruitment, ethical and fair hiring practices remain crucial. Most importantly, the human touch is still indispensable for a positive employee experience.

According to Willis Towers Watson’s global study with the World Economic Forum, Shaping People Strategies in the Fourth Industrial Revolution, technology trends will lead to a re-invention of HR’s future role, to shift towards driving business transformation and productivity. The time to redesign HR roles and upskill staff is now.

The writer is director for creative and professional services at Workforce Singapore