Karen Hilton

Director

Karen Hilton has 12 years of consulting experience with ScottMadden and has focused on shared services design and implementation, process improvement, organizational design and restructuring, and cost reduction analysis in both shared services and energy. Within shared services, she has expertise in human resources and service center design and implementation. Karen rejoined ScottMadden in 2000 after earning an M.B.A. at the Kenan-Flagler Business School at the University of North Carolina at Chapel Hill. Prior to business school, Karen worked as a research associate and senior research associate for ScottMadden. Karen earned a B.S. from the Wayne Calloway Undergraduate School of Business at Wake Forest with a minor in Spanish.

Specialties

Recent Assignments

Viewpoints

Specialties

Shared services design and implementation
Human resources management
Organization design and restructuring
Internal customer satisfaction programs and surveys
Shared services delivery systems
Performance management

Recent Assignments

Analyzed human resources metrics for a utility HR benchmarking consortium to compare year-to-year performance and comparisons based on company size, including assessment of factors driving performance
Assessed the HR organization of a southeastern utility to examine organization structure, staffing levels, performance, and management processes. Developed detailed recommendations and implementation plans to address process efficiency and effectiveness, customer satisfaction concerns, and cost constraints
Provided detailed implementation planning and facilitated the selection process of a case management and CRM application for a large property management company implementing a shared services model. Implementation planning included staffing, facilities, processes, technology, governance, and scope phasing
Performed an audit of call center operations for a large health care organization. Reviewed products and services, staffing, technology, performance management, and infrastructure elements, and developed recommendations for improving operations
Developed a support center model for a facilities shared services organization at a global pharmaceutical company. Outlined operating model, scope, and technology requirements for the new model
Assessed the design for a multi-function shared services organization for a large government agency. Developed recommendations for closing gaps with leading practices and developed a detailed implementation plan. Provided project management and content expertise during the implementation
Conducted a shared services assessment for the finance and accounting organization of a large building products manufacturer. Developed a staffing model and business case for moving to a shared services organization
Managed a strategic assessment for an energy delivery organization that included current state analysis, organizational benchmarking, developing design criteria and organizational options, identifying cost reduction opportunities, and developing a business case and implementation plan
Managed implementation of organization effectiveness initiatives for a large northeastern power generation company. Designed and developed materials for behavioral training on a new performance management process and conducted a baseline survey on perceptions of the former process

Contact Information

Phone

(919)781-4191

E-mail

karenhilton@scottmadden.com

v-card

Resume (PDF)

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