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The New Shape of HR: AI, Shared Services, and the Human Element
About this episode
Transcript
About this episode
In this episode of the Future Proof HR podcast, Thomas Kunjappu, CEO of Cleary, sits down with Amy Wang, Head of HR and Payroll Shared Services at Mercedes-Benz North America, to discuss how HR is changing as AI, shared services, and human leadership increasingly overlap.
With experience across IT, procurement, operations, and HR, Amy brings a cross-functional perspective on what it takes to build systems that are both scalable and people-centered. She explains why the future of HR depends on connecting people, processes, and technology in more intentional ways.
Together, they explore where AI can support HR workflows, where human judgment still matters most, and why better design and governance are essential for making these tools useful in practice. They also discuss how shared services is evolving beyond transactional work into a more strategic function focused on capability, data fluency, and cross-functional value.
Amy also shares why curiosity, continuous learning, and adaptability will be critical for HR leaders who want to stay relevant as work continues to change.
Topics Discussed:
How Amy’s transition from IT leadership to HR shaped her approach to organizational change
Why the convergence of HR, IT, and shared services is accelerating
Where AI can support HR workflows and where human judgment must remain central
The “human-AI-human” model for responsible AI use in HR processes
Why poorly designed AI systems create frustration and how better governance can help
How shared services is evolving from transactional processing to capability building
The role of curiosity and continuous learning in staying relevant as AI reshapes work
Why organizations must create safe environments for experimentation and innovation
How HR can act as a translator between strategy, systems, and the employee experience
Future opportunities for AI in areas like employee relations analysis and pattern detection
If you’re an HR leader thinking about how AI will affect HR operations, shared services, and the skills required to lead in the future, this episode offers practical insights and a thoughtful perspective on what the next shape of HR could look like.
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About the guest
Amy Wang
Amy Wang is the Head of HR and Payroll Shared Services at Mercedes-Benz North America and a people strategy leader with more than 20 years of experience helping organizations navigate growth, organizational change, and workforce complexity. Her career spans automotive, healthcare, higher education, and shared services environments, with leadership experience across HR business partnership, workforce planning, organizational design, and people operations.
Amy works closely with executives to align talent strategy, culture, and organizational design with business priorities, helping leaders make clear people decisions while guiding teams through periods of change. She is known for her pragmatic approach to HR leadership, bringing clarity, stability, and thoughtful execution to complex, fast-moving environments.
Outside of her corporate role, Amy serves on the Advisory Board for the Strategic AI Program at Cornerstone University and contributes to the SSON HR Shared Success blog series, where she explores how technology and AI can strengthen, not replace, the human side of work.
Amy Wang is the Head of HR and Payroll Shared Services at Mercedes-Benz North America and a people strategy leader with more than 20 years of experience helping organizations navigate growth, organizational change, and workforce complexity. Her career spans automotive, healthcare, higher education, and shared services environments, with leadership experience across HR business partnership, workforce planning, organizational design, and people operations.
Amy works closely with executives to align talent strategy, culture, and organizational design with business priorities, helping leaders make clear people decisions while guiding teams through periods of change. She is known for her pragmatic approach to HR leadership, bringing clarity, stability, and thoughtful execution to complex, fast-moving environments.
Outside of her corporate role, Amy serves on the Advisory Board for the Strategic AI Program at Cornerstone University and contributes to the SSON HR Shared Success blog series, where she explores how technology and AI can strengthen, not replace, the human side of work.
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The leading podcast for the future of HR
The leading podcast for the future of HR
The future of HR is being shaped by real operators doing the work.
If you’ve led change, navigated challenges, or learned valuable lessons in people operations, we’d love to hear your perspective.
Apply below to be considered as a guest on the show.
The future of HR is being shaped by real operators doing the work.
If you’ve led change, navigated challenges, or learned valuable lessons in people operations, we’d love to hear your perspective.
Apply below to be considered as a guest on the show.