Implementing SAP SuccessFactors Employee Central at OzBank Financial: A Banking Case Study

Implementing SAP SuccessFactors Employee Central at OzBank Financial: A Banking Case Study

 

Case Study Background

OzBank Financial Group, one of Australia's "Big Five" banks with operations across the Asia-Pacific region, is facing unprecedented challenges in talent management. Headquartered in Sydney with regional Centers of Excellence (CoE) in Bangalore and Gurugram, the bank employs over 45,000 professionals across retail, corporate, and investment banking divisions.
Ms. Samantha Jenkins, CEO of OzBank, recently unveiled the bank's "Vision 2035: Building Financial Futures" strategic plan that emphasizes digital transformation, customer-centricity, and sustainable finance. "Our industry is experiencing rapid disruption," notes Ms. Jenkins. "To succeed in this environment, we need a workforce with the right skills, adaptability, and forward-thinking mindset. Our people are the critical differentiator in delivering exceptional customer experiences and innovative solutions."
Dr. Rajiv Mehta, CHRO of OzBank, has identified several critical talent management challenges:
  • An estimated 38% skills gap in emerging technology areas like AI, blockchain, and cybersecurity
  • High attrition rates (25% annually) among digital specialists compared to the industry average of 15%
  • Difficulty identifying and developing high-potential employees for leadership positions
  • Siloed talent data across multiple legacy systems hampering strategic workforce planning
  • Increasing demand for specialized skills in digital wallets, UPI systems, and regulatory compliance
  • Limited visibility into workforce capabilities across global operations
"The banking sector is experiencing a fundamental shift in required competencies," explains Dr. Mehta. "According to our analysis, nearly 40% of roles will require significant reskilling by 2027. Our current systems cannot provide the real-time insights we need to address these challenges proactively."
To tackle these issues, OzBank has decided to implement SAP SuccessFactors Talent Intelligence Hub (TIH) as the cornerstone of its talent transformation strategy. This initiative aligns with industry projections that India alone will add over 1.6 million qualified professionals to the BFSI sector by 2035

Implementation Challenges

As the implementation consultant engaged to support this strategic initiative, you must address the following questions that incorporate both technical and organizational considerations.

Case Study Questions

  1. Skills Ontology Development
      2. OzBank currently lacks a standardized approach to defining and tracking skills across its global operations. How would you design a comprehensive skills ontology within the Talent Intelligence Hub that addresses both current and emerging skills in the BFSI sector? Include specific banking skills categories and explain how you would structure the relationship between skills, roles, and business outcomes.
  1. Data Migration and Integration Strategy
      2. OzBank stores employee competency information across multiple systems, including their legacy HRMS, spreadsheets, and fragmented talent management tools. What approach would you recommend for migrating and standardizing this data into the Job Profile Builder (JPB) as a prerequisite for enabling TIH? Detail how you would address data quality issues and ensure successful integration with other systems like Active Directory and financial systems.
  1. Growth Portfolio Implementation
      2. How would you configure the Growth Portfolio feature within TIH to accommodate OzBank's diverse workforce spanning traditional banking roles, technical specialties, and emerging digital positions? Explain how employees would engage with the system to track their skills development and how AI-driven recommendations would be implemented to suggest relevant skills based on career aspirations.
  1. AI-Powered Talent Insights
      2. Given OzBank's challenge with identifying high-potential employees, how would you leverage the AI capabilities within TIH to enable data-driven talent decisions? Detail specific use cases for predictive analytics in areas such as succession planning, performance prediction, and retention risk assessment that align with the bank's strategic priorities.
  1. Learning Integration Strategy
      2. OzBank has invested significantly in learning content but struggles with connecting skills gaps to appropriate development resources. How would you integrate the Talent Intelligence Hub with SAP SuccessFactors Learning to create personalized learning pathways? Include considerations for both technical upskilling and leadership development programs.
  1. Cross-Cultural Implementation Approach
      2. With significant operations across Australia and India, OzBank faces challenges in implementing a consistent talent strategy that respects regional differences. How would you address these cultural considerations when implementing TIH across diverse locations? Include specific strategies for balancing global standards with local requirements.
  1. Access Governance and Security Framework
      2. Banking regulations require stringent data protection controls. How would you implement role-based access control (RBAC) and segregation of duties (SoD) within TIH to ensure compliance with financial industry regulations? Address specific security concerns related to compensation data, performance information, and cross-system integration risks.
  1. Opportunity Marketplace Design
      2. OzBank wants to improve internal mobility and project-based assignments to enhance skill development. How would you configure the Opportunity Marketplace within TIH to support these objectives? Explain how you would integrate it with the Growth Portfolio to match employees with appropriate development opportunities.
  1. Change Management and Adoption Strategy
      2. Previous technology implementations at OzBank have faced user adoption challenges. Develop a comprehensive change management approach for the TIH implementation, addressing communication, training, and engagement strategies for different stakeholder groups. Include specific metrics to track adoption success.
  1. Performance Measurement and ROI Framework
      2. Dr. Mehta must demonstrate the business impact of this significant investment to the board. Design a measurement framework that tracks both implementation success and long-term business outcomes of the TIH implementation. Include KPIs aligned with talent acquisition, development, retention, and overall business performance.

Implementation Context

When developing your responses, consider these additional factors:
  • OzBank faces fierce competition for digital talent from fintech startups and tech companies
  • The bank must comply with both Australian banking regulations and data protection laws in India
  • Recent digital transformation initiatives have created uncertainty among long-tenured employees
  • The board has approved a substantial investment but expects demonstrable ROI within 18 months
  • Employee engagement surveys indicate that career development opportunities are a top concern
Your implementation approach should balance technical excellence with organizational change requirements, ensuring that the Talent Intelligence Hub delivers both immediate improvements and sustainable long-term value in addressing the critical talent challenges facing OzBank Financial Group.

Evaluation Criteria

Students will be evaluated on:
  • Understanding of SAP SuccessFactors Talent Intelligence Hub capabilities
  • Ability to align technical implementation with business objectives
  • Practical approaches to data migration and system integration
  • Creative solutions to user adoption challenges
  • Appreciation of BFSI industry context and regulatory requirements
  • Integration of AI and advanced analytics to drive strategic talent decisions