Next-Gen People Operations & Management: Smarter Tech, Deeper Empathy, Tailored Experiences

The future of people management demands a fundamental shift. Organizations must adopt a strategic, collaborative, and tech-driven approach to unlock employee potential amid evolving workforce expectations, AI advancements, and hybrid work models. Here’s a roadmap for building this new operating system.

The Future Vision:
1. Hyper-Personalized Employee Experiences-Employees now expect tailored experiences akin to consumer platforms. AI and data analytics enable customized development paths, compensation, and benefits aligned with individual needs. For example, AI-driven coaching tools can offer real-time feedback, while personalized “digital twins” or agents could streamline tasks like onboarding and skill-matching.

2.Frictionless Organizations-Move beyond rigid hierarchies and silos. Real-time workforce planning and internal talent marketplaces allow fluid skill allocation. Companies like Unilever use AI-powered platforms to match employees with projects, reducing reliance on external hiring.

3. Elevating Humanness-As automation handles administrative tasks, leaders must focus on empathy, ethics, and mentorship. Managers become coaches, fostering trust and addressing employee anxieties about AI disruption.

The New People Operating Model:
1. The HR function will evolve into a “strategic triumvirate” focused on value creation: People Strategists-Senior advisors aligning business goals with talent strategies. People Scientists-Data experts designing interventions (e.g., leadership programs). People Technologists-Tech specialists managing AI tools and data infrastructure.
2. Traditional HR roles will shrink as automation handles predictably 66% of tasks. Shared services will transition to AI-driven hubs, freeing HR to focus on strategic priorities.
3. Tech as the Backbone
Integrated Data Systems-Centralized data lakes replace fragmented tools, enabling predictive analytics for workforce planning. AI Adoption-Use generative AI for personalized learning, recruitment, and real-time performance insights. Ethical Governance-Establish guardrails for responsible AI use, ensuring transparency and fairness.

Implementation Steps:
1. Define a North Star: Align people strategy with business goals. Pilot AI tools in high-impact areas like talent retention.
2. Build Cross-Functional Teams: Include HR, IT, and finance leaders to drive adoption.
3. Simplify Processes: Automate administrative tasks and redesign workflows for agility.
4. Upskill Leaders: Train managers in empathy, change management, and tech literacy.
5. Scale Incrementally: Start with quick wins (e.g., AI chatbots for HR queries) before overhauling systems.

The Road Ahead:
Study reveals leads than Only 3% of organizations currently leverage advanced HR tech. To catch up: Strategists (early-stage)- Invest in analytics and pilot AI use cases. Transformers*(mid-journey)-Streamline tech stacks and upskill HR teams. Visionaries (mature)-Fully integrate AI into HR, focusing on predictive insights. Key Principles-Prioritize value, foster collaboration, and maintain momentum through continuous learning. Study predictd By 2030, organizations that embrace this model will see higher engagement, productivity, and resilience—proving that the future of work is both deeply human and powerfully tech-enabled.

Md. Kafi Khan: Columnist and Company Secretary, City Bank PLC