TCS to digitise HR operations for Marks & Spencer in multi-year deal

Tata Consultancy Services (TCS) will digitise the human resource functions of Marks & Spencer (M&S) to deliver a modern experience for the British retail brand’s employees, said the India IT services firm.

TCS did not reveal the size, but a senior executive said it is a multi-million dollar deal for years. TCS, as a strategic partner for more than a decade, migrated 27 million records of M&S employees working across 1,450 locations in the UK and enabled seamless, secure data connections.

The solution empowered M&S employees working anytime and anywhere with self-service capabilities. It allowed HR operations teams to focus on other value-adding activities, driving up their productivity.

Abhijit Niyogi, vice president and business unit head-retail UK & Europe at TCS, said he sees a huge opportunity in the HR space in the UK and Europe after the M&S deal. “We are in active discussion with multiple different retailers at this point of time for such implementation.”

“During the [coronavirus] pandemic companies hired several thousands of employees across regions, but these recruits never got to experience the joining process, which is the first step experience of connecting with the company. Hence what we have crafted for M&S resonates well with several other players in the regions,” said Niyogi.

Retail business and the Europe and UK regions are significant for TCS. In quarter one of this financial year, the company’s retail and consumer packaged goods segment grew 4.5 per cent sequentially. However, Europe business was down 0.7 per cent sequentially and the UK was down 3.3 per cent.

Asked if the Russia-Ukraine conflict resulting in slower demand, Niyogi predicted more opportunities. “I see a huge demand from retail banking, and manufacturing in this region. We are also seeing demand from sectors like travel and transport and hospitality. These sectors work in collaboration with retailers and banks.”

As the pandemic slows down, European customers are realising the need for digitisation. The other aspect driving growth in Europe and UK is the acceptance of offshoring. Europe, due to of its stringent labour laws and multiple languages, once preferred to have onsite or near shore-deal structures.

"Pandemic has made them see that collaboration can happen anywhere and anytime. In the last week or so I have had customer discussions where they want 100 per cent offshoring. This is a big shift from their traditional retailers," said Niyogi.