At the recent Unleash World Conference in Paris, attended by our Managing Director, Claire Harrison, a powerful panel discussion “HR Synergy: Elevating HR’s Role in Business” brought together three leading CEOs: Rami Baitiéh of Morrisons, Patrick Blethon of SAUR, and Delphine Maisonneuve of Groupe VYV. The discussion focused on how HR can be a driving force behind business success, particularly in times of disruption, change, and technological advancement.
The Evolving Role of HR: A Strategic Imperative
The role of HR has fundamentally changed. No longer is HR viewed as merely a support function—it’s now recognised as a critical driver of business strategy. Delphine Maisonneuve kicked off the discussion by addressing how the COVID-19 pandemic and ongoing technological shifts have handed more power to employees, transforming the traditional employer-employee dynamic. “Today, power isn’t in the hands of companies anymore; it’s in the hands of employees,” she remarked. This shift calls for a change in how businesses manage and engage their people.
Maisonneuve explained that in industries like healthcare, where there’s a shortage of skilled workers, HR must focus on both recruitment and retention, while also ensuring that employees feel valued. “Scarcity of talent is a significant challenge,” she said. “Our task is to recruit, retrain, and reduce absenteeism.” This challenge requires HR to play a more active role in shaping workplace culture and managing employee well-being.
Human Skills in an Age of AI
Rami Baitiéh, CEO of Morrisons, brought the conversation to the impact of AI on workforce management. While AI has the potential to automate many tasks, Baitiéh stressed that it cannot replace the human qualities that make businesses thrive. “AI will not replace you,” he assured the audience, but it can give managers more time to focus on people-centric activities. Baitiéh spoke about the importance of soft skills in today’s business world, especially the ability to manage complexity, which is crucial in fast-evolving industries.
Managing complexity, Baitiéh argued, requires a strong alignment between various departments and objectives, along with a company culture built on humility, agility, and drive. For him, HR plays a critical role in fostering these qualities across the organisation. “We must give our teams the ability to manage complexity while maintaining alignment with our company’s goals,” he said.
Baitiéh also highlighted the innovative approach Morrisons has taken with their Net Promoter Score (NPS), which they apply internally to assess the performance of their HR team. “Every store team gives feedback to the head office on how well HR is supporting them,” he explained. This constant feedback loop ensures that HR remains accountable and aligned with the needs of the business.
Building a Resilient Workforce for the Future
Patrick Blethon, CEO of SAUR, focused on the importance of preparing the workforce for future crises and changes. “Stability doesn’t exist anymore,” Blethon declared. In an era where crises—be they technological, economic, or environmental—are becoming the norm, businesses must ensure their people are resilient and adaptable. “HR must anticipate change and move the organisation forward,” he urged.
For Blethon, this means investing in continuous development, focusing on both hard skills like AI literacy and soft skills like adaptability and emotional intelligence. “Our leaders must be trained not only in the technical aspects of their roles but also in the human skills required to lead effectively,” he explained.
Blethon emphasised the role of trust in this new business environment, where organisations must give employees more autonomy. In industries like SAUR’s, where employees work in highly regulated environments, the temptation is often to micromanage. “But over-reliance on control leads to disengagement,” he warned. Instead, fostering a culture of trust and autonomy allows employees to take ownership of their work and perform at their best.
The Importance of Emotional Leadership
An underlying theme of the discussion was the need for emotional leadership. Maisonneuve spoke passionately about the role of empathy and emotion in leadership, especially in challenging times. “Too often, HR is seen as a disciplinarian, the one who enforces rules,” she said. “But HR’s true role is to care for people.”
Baitiéh echoed this sentiment, stressing the importance of managers spending time with their teams and building strong, personal relationships. “When you spend time with your people, you retain them,” he noted. “If you don’t, they’ll leave you—especially your best talent.”
Both Baitiéh and Maisonneuve stressed that while AI can handle many technical aspects of HR, it’s the human connection that will ultimately drive engagement and retention. “HR is about people,” Baitiéh reminded the audience. “Never forget the human element in human resources.”
Claire Harrison’s Top 5 Take-outs from the Panel Discussion
After attending this impactful session, Claire reflected on the key insights business leaders should take back to their own organisations:
- Invest in Soft Skills Development: In a world where complexity is increasing, the ability to manage ambiguity and foster collaboration is essential. HR must play a role in equipping employees with the soft skills needed to navigate this complexity.
- Leverage AI, But Stay Human-Centric: AI can enhance efficiency, but it should never replace the human aspects of leadership. Use AI to free up time for managers to build meaningful connections with their teams.
- Foster Trust and Autonomy: A culture of trust leads to higher engagement and better performance. Give employees more autonomy and create an environment where they can take ownership of their work.
- Prepare for Future Crises: Stability is a thing of the past. HR should focus on building a resilient workforce that can adapt to whatever challenges the future brings.
- Emotional Leadership Matters: Empathy and emotional intelligence are key to successful leadership. Encourage leaders to build strong, personal relationships with their teams to boost engagement and retention.
Elevating HR’s Strategic Role
The panel discussion highlighted the increasingly strategic role that HR must play in today’s business landscape. Whether it’s navigating the impact of AI, managing workforce complexities, or preparing for future disruptions, HR is at the heart of business success.
The future of HR is bright, but it requires a commitment from both HR professionals and business leaders to work together, fostering a culture of trust, agility, and emotional intelligence. Only then can businesses unlock the full potential of their people and navigate the complexities of the modern business world.
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Claire Harrison is the Founder and Managing Director of Harrisons, a flourishing HR consulting business that sprouted in 2009 from Claire’s passionate belief that inspiring leaders and superstar employees are the key success factor to any business. With over 20 years’ experience, Claire has worked as a HR Director of multi-national organisations, as a Non-Executive Board Director, and a small business owner. Claire’s corporate career includes working with companies such as BHP, Westpac, Fonterra and Mayne Nickless.
