Nationwide Firm Delivers Always-On HR Service with UKG — 78,000 Employee Requests Fielded in One Year
HR Core Administration / Payroll / Benefits | 4 min read
UKG, a leading global AI platform unifying HR, pay, and workforce management, has announced that FJ Management — a privately held family-owned holding company with more than 17,000 employees across 28 US states — has transformed how it delivers HR service and employee support using the UKG platform. Using UKG People Assist™, FJ Management fielded nearly 78,000 employee requests in one year, with most receiving a response in under an hour — delivering always-on, consistent HR support across a highly complex, diversified frontline workforce spanning 24/7 operations, high-demand service roles, and skilled technical positions.
"UKG People Assist™ is a breakthrough solution that has dramatically improved how our employees receive support around the clock and across our diverse operating companies. Achieving consistency and responsiveness across vastly different work environments is one of the organisation's most important HR mandates. UKG lets us rise to the challenge of accommodating the different needs and demographics across our businesses, especially in frontline-heavy environments."
— Amanda Poitra, Chief Human Resources Officer, FJ Management
The Challenge: HR Consistency Across a Radically Diverse Workforce
FJ Management's labour complexity is significant. Alongside its sizable investment portfolio, the company oversees a wide range of frontline-heavy businesses — including Maverik convenience stores, a multi-state bank, an oil refinery with union operations, hotels, and med spas — each with industry-specific staffing models, turnover patterns, and employee demographics. Supporting a workforce of 17,000+ people spanning round-the-clock convenience retail, unionised industrial operations, hospitality, financial services, and healthcare-adjacent businesses from a shared services HR model — overseeing payroll, benefits, compliance, and HRIS technology across all of them — is a challenge few HR functions face in quite the same form. The core mandate: achieving consistency and responsiveness across vastly different work environments, demographics, and operational models without building separate HR functions for each business unit.
UKG People Assist: From Manual Queries to Always-On Support
Before UKG People Assist, answering day-to-day HR and workplace policy questions from employees across FJ Management's diverse operating companies was a predominantly manual process — a significant drain on HR team capacity. By centralising and automating responses to employee questions through UKG People Assist, FJ Management fielded nearly 78,000 employee requests in one year, with most receiving a response in under an hour. The impact on HR team capacity was immediate and structural: by reducing the volume of routine enquiries flowing to HR teams, HR leaders gained time to focus on culture-building, leadership development, engagement initiatives, and recruiting — areas that directly influence business performance. People Assist simultaneously improved the frontline employee experience and enhanced HR's strategic impact across all operating companies. FJ Management operates the full UKG Pro® suite, including workforce management, recruiting, and onboarding tools that streamline processes for both HR and employees.
Workforce Analytics: From Tactical HR to a True Operating Platform
Data analytics and insights within the UKG® Workforce Operating Platform give FJ Management the ability to make informed business decisions at multiple levels of the organisation — providing controllers, presidents, and HR leaders with granular and big-picture business intelligence on staffing needs, time-to-hire, and turnover, quickly and consistently across industries. After more than a decade as a UKG customer, FJ Management has completed the journey from tactical HR, pay, and time management to a true operating platform that delivers a real-time view into the frontline workforce — enabling leadership to focus on creating value and building operational consistency rather than managing data fragmentation across business units.
"We've been a UKG customer for more than a decade, and we've been able to transform the experience from tactical HR, pay, and time management to a true operating platform that gives us a real-time view into our frontline workforce. UKG provides key insights that let us focus on creating value and building operational consistency."
— Amanda Poitra, Chief Human Resources Officer, FJ Management
Key Takeaways
- • FJ Management — a privately held holding company with 17,000+ employees across 28 US states, operating Maverik convenience stores, a multi-state bank, an oil refinery with union operations, hotels, and med spas — has transformed HR service delivery using the full UKG Pro® suite and UKG People Assist™ across a shared services HR model.
- • UKG People Assist enabled FJ Management to field nearly 78,000 employee requests in one year — with most responses delivered in under an hour — replacing a predominantly manual HR query process with centralised, automated, always-on support across radically different frontline-heavy work environments.
- • By reducing the volume of routine enquiries to HR teams, People Assist freed HR leaders to redirect capacity toward culture-building, leadership development, employee engagement, and recruiting — shifting HR's organisational role from reactive query-handling to proactive strategic impact.
- • The UKG® Workforce Operating Platform delivers granular and enterprise-level analytics on staffing needs, time-to-hire, and turnover — giving controllers, presidents, and HR leaders consistent, fast business intelligence across all operating companies and industry verticals simultaneously.
- • After more than a decade as a UKG customer, FJ Management has completed the evolution from tactical HR/pay/time management to a true workforce operating platform — demonstrating the long-term compounding value of a unified HCM system for complex, multi-industry organisations managing diverse frontline workforces at scale.