From Support to Impact: Building a People-Centric and Efficient HR Environment

Written by: Nienke van Rooijen, HX professional at Rvdb, October 2025

In this case study, you’ll learn how Nienke van Rooijen, as an interim HR Officer at an international technical services provider, did more than just provide support. With a fresh perspective, a practical approach, and a people-oriented attitude, she helped the HR team not only lighten their workload but also work together more efficiently and cohesively on a structural level.

At a large international technical services company, the HR team was under intense pressure. In an environment where processes are complex and precision is essential, I was brought in as an interim HR Officer starting in March 2025 for a six-month period to ensure continuity and to take a fresh look at existing work practices. My assignment was not only to provide support but also to contribute to structural improvements and foster a positive working relationship within the team.

Challenge

Quickly getting to grips with processes within a highly procedure-oriented organization was a challenge in itself. At the same time, I didn’t just want to carry out what was asked of me; I also wanted to contribute critical thinking on how things could be done more efficiently and with a greater focus on people. Striking a balance between quality, speed, and workload was key: how do you maintain structure while still providing personal attention in a demanding environment?

My role and approach

My approach consisted of two phases: first, observing and understanding; then, improving. I adopted a hands-on and practical style that was a good fit for the organization: taking action, asking questions when something was unclear, and effectively managing expectations. By listening carefully and recognizing patterns, I quickly gained insight into where the bottlenecks were.
In addition to my operational contributions—such as handling HR requests promptly and carefully—I actively contributed ideas on process improvement and team coordination.

In addition to providing support during periods of high workload and contributing ideas for process improvement, I was also able to put my people-oriented approach to work. An important part of my role was answering employees’ questions over the phone. I made sure employees felt heard and supported, took the time to look into their questions, and, when necessary, directed them to the right colleague or solution. This made the service for employees both reliable and personal. By proactively contributing ideas, providing practical support, offering feedback on work instructions, and supporting colleagues when needed, I helped foster a positive team dynamic.

Lessons and insights

This assignment showed me how valuable a fresh perspective can be. My suggestions for process improvement were received with enthusiasm and have contributed to a more efficient way of working. I discovered how important it is to combine operational tasks with an advisory role—to be not only an implementer but also a sounding board. I also learned to trust my intuition: sensing what works, asking the right questions at the right time, and acting with empathy. In this way, I grew from a temporary support role to a full-fledged member of the HR team. Through attentiveness, practical dedication, and a people-oriented approach, I was able to contribute to greater calm, balance, and effectiveness in a dynamic HR environment.