Building and Leading a Future-Proof Global Shared Services Organization
You're under pressure. Rising costs, fragmented operations, and global talent gaps are making your shared services function harder to scale - not easier. You know the potential is there: streamlined processes, cost efficiency, innovation at scale. But right now, you’re stuck in reactive mode, managing silos instead of shaping strategy. Leaders like you are being asked to do more with less, while preparing for disruptions in automation, AI integration, and workforce transformation. Without a clear blueprint, even the most experienced professionals hesitate to take bold action - fearing missteps that could delay progress or damage credibility. This isn’t about incremental improvement. It’s about redesigning your function for resilience, relevance, and long-term value. That’s exactly what the Building and Leading a Future-Proof Global Shared Services Organization course delivers: a proven, step-by-step methodology to transform your shared services function from a cost center to a strategic accelerator. One senior operations director used this framework to consolidate three regional finance teams into a unified global centre. Within 10 weeks, she secured executive buy-in, redesigned workflows, and launched a digital-first delivery model - achieving 34% operational savings in the first year alone. Her promotion followed shortly after. The outcome? You’ll go from uncertainty to ownership. You’ll build a board-ready operating model, define a scalable governance framework, and create a talent strategy aligned with technology evolution - all culminating in a fully articulated, future-proof shared services roadmap in under 30 days. Here’s how this course is structured to help you get there.Course Format & Delivery Details This course is designed for global leaders who demand clarity, speed, and real-world applicability - without the friction of rigid schedules or complex learning curves. You get full control over your journey, with resources built for immediate action and lasting impact. Self-Paced. On-Demand. Always Accessible.
The entire course is self-paced, with immediate online access upon enrollment. There are no fixed dates, mandatory sessions, or time commitments. You decide when and how you engage - whether during early mornings, late nights, or between global meetings. Most learners complete the core modules in 4 to 6 weeks while applying each concept directly to their organization. Many report seeing tangible results - such as process redesign clarity or stakeholder alignment - within the first 10 days. Lifetime Access & Continuous Updates
You receive lifetime access to all course materials. This means you can revisit concepts, refresh your strategy, and reapply frameworks as your organization evolves - at no extra cost. We also provide ongoing updates to reflect emerging trends in automation, AI adoption, talent models, and global compliance, so your knowledge stays current for years. 24/7 Global Access, Mobile-Friendly Learning
Whether you're leading teams from Singapore, managing vendors in Dublin, or presenting to HQ in New York, you’ll have seamless access from any device. The platform is fully responsive, optimized for smartphones, tablets, and laptops - so your progress travels with you. Direct Instructor Support & Expert Guidance
You’re not navigating this alone. Throughout the course, you’ll have access to structured guidance through curated frameworks, expert annotations, and role-specific implementation prompts. While there are no live calls or video meetings, every module includes field-tested recommendations from global shared services leaders with 15+ years of transformation experience. Certificate of Completion from The Art of Service
Upon finishing the course, you’ll earn a Certificate of Completion issued by The Art of Service - a globally recognised name in professional development for strategy, operations, and transformation. This certificate validates your mastery of future-ready shared services design and strengthens your professional credibility across industries and regions. Transparent Pricing, No Hidden Fees
The listed price includes everything. No upsells, no subscription traps, no add-ons. What you see is exactly what you get - a complete, high-impact learning experience designed for executives and senior managers who expect value transparency. Accepted Payment Methods
We accept all major payment options, including Visa, Mastercard, and PayPal. The enrollment process is secure, fast, and compatible with corporate and personal accounts worldwide. 100% Satisfaction Guarantee: Satisfied or Refunded
Your investment is protected by a risk-free guarantee. If the course does not meet your expectations, you can request a full refund within 14 days of enrollment - no questions asked. This removes all financial risk and ensures you can explore the content with complete confidence. What to Expect After Enrollment
After completing your registration, you’ll receive a confirmation email. Your access credentials and learning portal instructions will be sent separately once your enrollment is fully processed. This ensures accuracy and security in credential delivery. Will This Work for Me?
Absolutely. The methodology has been applied successfully by COEs, GBS leaders, finance directors, HR operations managers, and transformation leads across industries - from financial services to healthcare, manufacturing to tech. It works even if you're managing legacy systems, coordinating across multiple time zones, or navigating cultural complexity in your team structure. It works even if you’ve tried other frameworks that felt too theoretical, too vague, or too disconnected from day-to-day execution. This course is built on real implementation, not abstract concepts. The tools are specific. The templates are customisable. The outcomes are measurable. We’ve seen professionals with no prior formal training in shared services redesign use this program to lead $2M+ transformation initiatives - because each step is grounded in proven practice, not guesswork. You gain access to a battle-tested system, not just content. That’s the difference between knowing what to do and being able to do it confidently - under pressure, across borders, and with executive support.
Module 1: Foundations of the Future-Proof Shared Services Model - Defining global shared services in the modern enterprise
- Evolution from transactional support to strategic enablement
- Key drivers shaping the future of GBS: cost, compliance, digital transformation
- Understanding the shift from siloed functions to integrated delivery models
- Common challenges in global scaling and operational misalignment
- Diagnosing maturity levels in current shared services operations
- Differentiating between shared services, GBS, and Centers of Excellence
- The role of automation and AI in redefining service delivery
- Global workforce trends impacting talent acquisition and retention
- Case study: How a multinational reduced duplication across AP and AR teams
Module 2: Strategic Positioning & Executive Alignment - Developing a compelling value proposition for GBS transformation
- Mapping stakeholder needs across finance, HR, IT, and operations
- Creating an executive-ready narrative for board-level sponsorship
- Using ROI forecasting to justify investment in shared services
- Anticipating and addressing executive objections early
- Positioning GBS as a growth enabler, not just a cost initiative
- Aligning shared services goals with corporate strategic priorities
- Workshop: Building your one-page GBS vision statement
- Negotiating governance authority without direct control
- Benchmarking performance against industry-leading practices
Module 3: Designing the Scalable Operating Model - Core components of a globally integrated operating model
- Service catalog development and standardization
- Defining service levels, SLAs, and escalation protocols
- Choosing the right delivery approach: centralised, federated, hybrid
- Geographic footprint planning: location selection criteria
- Determining service scope: what to include and exclude
- Establishing clear ownership and accountability frameworks
- Designing cross-functional workflows for seamless handoffs
- Integrating regional compliance requirements into standard processes
- Template: Operating model checklist for multi-country rollout
Module 4: Governance, Performance, and Accountability - Building a governance structure with decision rights clarity
- Designing steering committees and operational review cadences
- Key performance indicators for global shared services
- KPI dashboards: real-time visibility for leadership teams
- Monthly business reviews: agenda design and facilitation techniques
- Process health scorecards and compliance tracking
- Setting up service level monitoring and breach protocols
- Managing exceptions and continuous improvement loops
- Escalation frameworks for cross-border disputes
- Self-audit tools for ongoing governance maturity assessment
Module 5: Process Harmonisation and Standardisation - Identifying process variation across regions and business units
- Conducting process gap analysis and benchmark assessments
- Developing standard operating procedures with global applicability
- Creating centralised process repositories and knowledge bases
- Rolling out standard templates for finance, HR, and procurement
- Change management strategies for process adoption
- Training field teams on new process requirements
- Using process mining to detect deviations and inefficiencies
- Ensuring legal and regulatory compliance in local markets
- Checklist: Process harmonisation readiness assessment
Module 6: Technology Enablement and Digital Integration - Selecting the right enterprise platforms for GBS scalability
- ERP integration strategies for global consistency
- Deploying workflow automation tools across functions
- Leveraging robotic process automation for repetitive tasks
- Building API connectivity between legacy and cloud systems
- Data interoperability across geographies and functions
- Cloud infrastructure considerations for global access
- Secure data handling and information governance policies
- Digital dashboards for real-time performance tracking
- Managing vendor relationships for tech implementation
Module 7: Talent Strategy and Global Workforce Design - Defining future-ready roles in global shared services
- Designing career paths and growth ladders for GBS teams
- Attracting and retaining high-performance talent globally
- Competency modelling for critical GBS capabilities
- Upskilling programs for digital fluency and leadership
- Cultural intelligence and collaboration across time zones
- Hybrid and remote work policy design for distributed teams
- Developing global leadership pipelines within GBS
- Balancing local hiring with global mobility strategies
- Retention strategies for high-impact roles in low-cost locations
Module 8: Change Management and Adoption Leadership - Developing a change impact assessment for GBS rollout
- Communication planning for global audiences
- Creating role-specific messaging for executives, managers, and staff
- Running pilot programs to test adoption readiness
- Gathering feedback and iterating before full launch
- Managing resistance in legacy organisational cultures
- Using ambassadors and champions to drive engagement
- Measuring perception shifts through pulse surveys
- Scaling successful pilots across regions
- Toolkit: Change adoption scorecard and tracker
Module 9: Financial Modelling and Business Case Development - Building a comprehensive cost-benefit analysis for GBS
- Forecasting hard savings, soft savings, and risk reduction
- Scenario planning: best case, base case, worst case
- Calculating payback period and internal rate of return
- Modelling headcount reallocation and overhead reduction
- Estimating implementation costs and transition timelines
- Incorporating risk costs and mitigation investments
- Creating visual exhibits for executive presentations
- Adjusting for inflation, exchange rates, and local labour costs
- Template: Fully editable financial model with assumptions tab
Module 10: Implementation Roadmapping and Execution - Phased rollout planning: wave design and sequencing
- Developing a master implementation timeline with dependencies
- Resource allocation and team structure for execution
- Defining milestones and success criteria per phase
- Risk register development and mitigation planning
- Integration testing across systems and regions
- Data migration strategies and cutover planning
- Readiness assessments before go-live
- Post-launch support structure and hypercare protocols
- Lessons learned documentation and knowledge transfer
Module 11: Service Quality, Continuous Improvement, and Innovation - Establishing a culture of operational excellence
- Setting up formal continuous improvement programs
- Lean and Six Sigma applications in shared services
- Root cause analysis for recurring issues
- Customer feedback loops and voice-of-customer programs
- Service quality audits and process validation
- Embedding innovation into daily operations
- Idea management systems for frontline staff
- Quarterly service optimisation reviews
- Creating a backlog of improvement initiatives
Module 12: Risk Management and Compliance Oversight - Identifying operational, financial, and compliance risks
- Developing control frameworks for global processes
- Segregation of duties in cross-border environments
- Managing fraud risks and audit preparedness
- Regulatory requirements by region and function
- SOX compliance and internal control design
- Data privacy laws: GDPR, CCPA, and regional variants
- Third-party vendor risk assessment protocols
- Business continuity planning for GBS operations
- Disaster recovery and workforce resilience strategies
Module 13: Stakeholder Management and Customer Experience - Mapping internal customers and their expectations
- Designing service experience journeys for business users
- Service request intake and triage mechanisms
- Customer satisfaction measurement and NPS tracking
- Service portal design for self-service access
- First contact resolution targets and performance tracking
- Personalising service delivery without sacrificing standardisation
- Handling escalations with empathy and speed
- Reporting service outcomes to senior stakeholders
- Feedback integration into service design improvements
Module 14: Digital Transformation and Future Trends - AI use cases in finance, HR, and procurement services
- Natural language processing for query handling
- Predictive analytics for demand forecasting
- Machine learning models for anomaly detection
- Digital twins for simulating process changes
- Hyperautomation strategy across service lines
- Emerging technologies: blockchain, IoT, low-code platforms
- Preparing for quantum computing impacts on encryption
- Future of work: AI co-pilots and human-machine collaboration
- Building a tech foresight capability within GBS
Module 15: Measuring Impact and Demonstrating Value - Designing outcome-focused reporting frameworks
- Measuring efficiency gains, accuracy improvements, and speed-to-service
- Tracking cost avoidance and risk reduction metrics
- Calculating customer lifetime value in internal service models
- Demonstrating strategic impact beyond cost savings
- Linking GBS performance to business outcomes
- Creating compelling monthly and quarterly reports
- Visual storytelling techniques for executive consumption
- Publicising wins and recognising team contributions
- Using impact data to secure future investment
Module 16: Organisational Integration and Cross-Functional Alignment - Bridging the gap between corporate functions and GBS
- Designing operating agreements with business units
- Negotiating service ownership and handoff boundaries
- Aligning GBS metrics with business KPIs
- Building trust with regional leaders and country managers
- Creating joint problem-solving forums
- Managing service dependency maps across functions
- Coordinating change initiatives with business transformation
- Integrating GBS into M&A integration playbooks
- Establishing feedback loops with business partners
Module 17: Leadership Development and Executive Presence - Developing executive communication skills for GBS leaders
- Presenting complex data with clarity and confidence
- Leading through influence without direct authority
- Navigating organisational politics in matrix environments
- Building coalitions and gaining informal power
- Public speaking and boardroom presentation techniques
- Writing executive summaries that drive decisions
- Handling tough questions with composure and evidence
- Developing a personal leadership brand
- Securing mentorship and sponsorship from C-suite leaders
Module 18: Certification, Next Steps, and Career Advancement - Finalising your complete future-proof GBS roadmap
- Submitting for review and feedback using the structured template
- Receiving badge and Certificate of Completion from The Art of Service
- Adding certification to LinkedIn and professional profiles
- Leveraging certification in performance reviews and salary negotiations
- Building a personal portfolio of GBS transformation artifacts
- Creating a 90-day action plan for immediate impact
- Identifying next-phase initiatives and investment opportunities
- Continuing professional development pathways
- Access to premium alumni resources and updates
- Defining global shared services in the modern enterprise
- Evolution from transactional support to strategic enablement
- Key drivers shaping the future of GBS: cost, compliance, digital transformation
- Understanding the shift from siloed functions to integrated delivery models
- Common challenges in global scaling and operational misalignment
- Diagnosing maturity levels in current shared services operations
- Differentiating between shared services, GBS, and Centers of Excellence
- The role of automation and AI in redefining service delivery
- Global workforce trends impacting talent acquisition and retention
- Case study: How a multinational reduced duplication across AP and AR teams
Module 2: Strategic Positioning & Executive Alignment - Developing a compelling value proposition for GBS transformation
- Mapping stakeholder needs across finance, HR, IT, and operations
- Creating an executive-ready narrative for board-level sponsorship
- Using ROI forecasting to justify investment in shared services
- Anticipating and addressing executive objections early
- Positioning GBS as a growth enabler, not just a cost initiative
- Aligning shared services goals with corporate strategic priorities
- Workshop: Building your one-page GBS vision statement
- Negotiating governance authority without direct control
- Benchmarking performance against industry-leading practices
Module 3: Designing the Scalable Operating Model - Core components of a globally integrated operating model
- Service catalog development and standardization
- Defining service levels, SLAs, and escalation protocols
- Choosing the right delivery approach: centralised, federated, hybrid
- Geographic footprint planning: location selection criteria
- Determining service scope: what to include and exclude
- Establishing clear ownership and accountability frameworks
- Designing cross-functional workflows for seamless handoffs
- Integrating regional compliance requirements into standard processes
- Template: Operating model checklist for multi-country rollout
Module 4: Governance, Performance, and Accountability - Building a governance structure with decision rights clarity
- Designing steering committees and operational review cadences
- Key performance indicators for global shared services
- KPI dashboards: real-time visibility for leadership teams
- Monthly business reviews: agenda design and facilitation techniques
- Process health scorecards and compliance tracking
- Setting up service level monitoring and breach protocols
- Managing exceptions and continuous improvement loops
- Escalation frameworks for cross-border disputes
- Self-audit tools for ongoing governance maturity assessment
Module 5: Process Harmonisation and Standardisation - Identifying process variation across regions and business units
- Conducting process gap analysis and benchmark assessments
- Developing standard operating procedures with global applicability
- Creating centralised process repositories and knowledge bases
- Rolling out standard templates for finance, HR, and procurement
- Change management strategies for process adoption
- Training field teams on new process requirements
- Using process mining to detect deviations and inefficiencies
- Ensuring legal and regulatory compliance in local markets
- Checklist: Process harmonisation readiness assessment
Module 6: Technology Enablement and Digital Integration - Selecting the right enterprise platforms for GBS scalability
- ERP integration strategies for global consistency
- Deploying workflow automation tools across functions
- Leveraging robotic process automation for repetitive tasks
- Building API connectivity between legacy and cloud systems
- Data interoperability across geographies and functions
- Cloud infrastructure considerations for global access
- Secure data handling and information governance policies
- Digital dashboards for real-time performance tracking
- Managing vendor relationships for tech implementation
Module 7: Talent Strategy and Global Workforce Design - Defining future-ready roles in global shared services
- Designing career paths and growth ladders for GBS teams
- Attracting and retaining high-performance talent globally
- Competency modelling for critical GBS capabilities
- Upskilling programs for digital fluency and leadership
- Cultural intelligence and collaboration across time zones
- Hybrid and remote work policy design for distributed teams
- Developing global leadership pipelines within GBS
- Balancing local hiring with global mobility strategies
- Retention strategies for high-impact roles in low-cost locations
Module 8: Change Management and Adoption Leadership - Developing a change impact assessment for GBS rollout
- Communication planning for global audiences
- Creating role-specific messaging for executives, managers, and staff
- Running pilot programs to test adoption readiness
- Gathering feedback and iterating before full launch
- Managing resistance in legacy organisational cultures
- Using ambassadors and champions to drive engagement
- Measuring perception shifts through pulse surveys
- Scaling successful pilots across regions
- Toolkit: Change adoption scorecard and tracker
Module 9: Financial Modelling and Business Case Development - Building a comprehensive cost-benefit analysis for GBS
- Forecasting hard savings, soft savings, and risk reduction
- Scenario planning: best case, base case, worst case
- Calculating payback period and internal rate of return
- Modelling headcount reallocation and overhead reduction
- Estimating implementation costs and transition timelines
- Incorporating risk costs and mitigation investments
- Creating visual exhibits for executive presentations
- Adjusting for inflation, exchange rates, and local labour costs
- Template: Fully editable financial model with assumptions tab
Module 10: Implementation Roadmapping and Execution - Phased rollout planning: wave design and sequencing
- Developing a master implementation timeline with dependencies
- Resource allocation and team structure for execution
- Defining milestones and success criteria per phase
- Risk register development and mitigation planning
- Integration testing across systems and regions
- Data migration strategies and cutover planning
- Readiness assessments before go-live
- Post-launch support structure and hypercare protocols
- Lessons learned documentation and knowledge transfer
Module 11: Service Quality, Continuous Improvement, and Innovation - Establishing a culture of operational excellence
- Setting up formal continuous improvement programs
- Lean and Six Sigma applications in shared services
- Root cause analysis for recurring issues
- Customer feedback loops and voice-of-customer programs
- Service quality audits and process validation
- Embedding innovation into daily operations
- Idea management systems for frontline staff
- Quarterly service optimisation reviews
- Creating a backlog of improvement initiatives
Module 12: Risk Management and Compliance Oversight - Identifying operational, financial, and compliance risks
- Developing control frameworks for global processes
- Segregation of duties in cross-border environments
- Managing fraud risks and audit preparedness
- Regulatory requirements by region and function
- SOX compliance and internal control design
- Data privacy laws: GDPR, CCPA, and regional variants
- Third-party vendor risk assessment protocols
- Business continuity planning for GBS operations
- Disaster recovery and workforce resilience strategies
Module 13: Stakeholder Management and Customer Experience - Mapping internal customers and their expectations
- Designing service experience journeys for business users
- Service request intake and triage mechanisms
- Customer satisfaction measurement and NPS tracking
- Service portal design for self-service access
- First contact resolution targets and performance tracking
- Personalising service delivery without sacrificing standardisation
- Handling escalations with empathy and speed
- Reporting service outcomes to senior stakeholders
- Feedback integration into service design improvements
Module 14: Digital Transformation and Future Trends - AI use cases in finance, HR, and procurement services
- Natural language processing for query handling
- Predictive analytics for demand forecasting
- Machine learning models for anomaly detection
- Digital twins for simulating process changes
- Hyperautomation strategy across service lines
- Emerging technologies: blockchain, IoT, low-code platforms
- Preparing for quantum computing impacts on encryption
- Future of work: AI co-pilots and human-machine collaboration
- Building a tech foresight capability within GBS
Module 15: Measuring Impact and Demonstrating Value - Designing outcome-focused reporting frameworks
- Measuring efficiency gains, accuracy improvements, and speed-to-service
- Tracking cost avoidance and risk reduction metrics
- Calculating customer lifetime value in internal service models
- Demonstrating strategic impact beyond cost savings
- Linking GBS performance to business outcomes
- Creating compelling monthly and quarterly reports
- Visual storytelling techniques for executive consumption
- Publicising wins and recognising team contributions
- Using impact data to secure future investment
Module 16: Organisational Integration and Cross-Functional Alignment - Bridging the gap between corporate functions and GBS
- Designing operating agreements with business units
- Negotiating service ownership and handoff boundaries
- Aligning GBS metrics with business KPIs
- Building trust with regional leaders and country managers
- Creating joint problem-solving forums
- Managing service dependency maps across functions
- Coordinating change initiatives with business transformation
- Integrating GBS into M&A integration playbooks
- Establishing feedback loops with business partners
Module 17: Leadership Development and Executive Presence - Developing executive communication skills for GBS leaders
- Presenting complex data with clarity and confidence
- Leading through influence without direct authority
- Navigating organisational politics in matrix environments
- Building coalitions and gaining informal power
- Public speaking and boardroom presentation techniques
- Writing executive summaries that drive decisions
- Handling tough questions with composure and evidence
- Developing a personal leadership brand
- Securing mentorship and sponsorship from C-suite leaders
Module 18: Certification, Next Steps, and Career Advancement - Finalising your complete future-proof GBS roadmap
- Submitting for review and feedback using the structured template
- Receiving badge and Certificate of Completion from The Art of Service
- Adding certification to LinkedIn and professional profiles
- Leveraging certification in performance reviews and salary negotiations
- Building a personal portfolio of GBS transformation artifacts
- Creating a 90-day action plan for immediate impact
- Identifying next-phase initiatives and investment opportunities
- Continuing professional development pathways
- Access to premium alumni resources and updates
- Core components of a globally integrated operating model
- Service catalog development and standardization
- Defining service levels, SLAs, and escalation protocols
- Choosing the right delivery approach: centralised, federated, hybrid
- Geographic footprint planning: location selection criteria
- Determining service scope: what to include and exclude
- Establishing clear ownership and accountability frameworks
- Designing cross-functional workflows for seamless handoffs
- Integrating regional compliance requirements into standard processes
- Template: Operating model checklist for multi-country rollout
Module 4: Governance, Performance, and Accountability - Building a governance structure with decision rights clarity
- Designing steering committees and operational review cadences
- Key performance indicators for global shared services
- KPI dashboards: real-time visibility for leadership teams
- Monthly business reviews: agenda design and facilitation techniques
- Process health scorecards and compliance tracking
- Setting up service level monitoring and breach protocols
- Managing exceptions and continuous improvement loops
- Escalation frameworks for cross-border disputes
- Self-audit tools for ongoing governance maturity assessment
Module 5: Process Harmonisation and Standardisation - Identifying process variation across regions and business units
- Conducting process gap analysis and benchmark assessments
- Developing standard operating procedures with global applicability
- Creating centralised process repositories and knowledge bases
- Rolling out standard templates for finance, HR, and procurement
- Change management strategies for process adoption
- Training field teams on new process requirements
- Using process mining to detect deviations and inefficiencies
- Ensuring legal and regulatory compliance in local markets
- Checklist: Process harmonisation readiness assessment
Module 6: Technology Enablement and Digital Integration - Selecting the right enterprise platforms for GBS scalability
- ERP integration strategies for global consistency
- Deploying workflow automation tools across functions
- Leveraging robotic process automation for repetitive tasks
- Building API connectivity between legacy and cloud systems
- Data interoperability across geographies and functions
- Cloud infrastructure considerations for global access
- Secure data handling and information governance policies
- Digital dashboards for real-time performance tracking
- Managing vendor relationships for tech implementation
Module 7: Talent Strategy and Global Workforce Design - Defining future-ready roles in global shared services
- Designing career paths and growth ladders for GBS teams
- Attracting and retaining high-performance talent globally
- Competency modelling for critical GBS capabilities
- Upskilling programs for digital fluency and leadership
- Cultural intelligence and collaboration across time zones
- Hybrid and remote work policy design for distributed teams
- Developing global leadership pipelines within GBS
- Balancing local hiring with global mobility strategies
- Retention strategies for high-impact roles in low-cost locations
Module 8: Change Management and Adoption Leadership - Developing a change impact assessment for GBS rollout
- Communication planning for global audiences
- Creating role-specific messaging for executives, managers, and staff
- Running pilot programs to test adoption readiness
- Gathering feedback and iterating before full launch
- Managing resistance in legacy organisational cultures
- Using ambassadors and champions to drive engagement
- Measuring perception shifts through pulse surveys
- Scaling successful pilots across regions
- Toolkit: Change adoption scorecard and tracker
Module 9: Financial Modelling and Business Case Development - Building a comprehensive cost-benefit analysis for GBS
- Forecasting hard savings, soft savings, and risk reduction
- Scenario planning: best case, base case, worst case
- Calculating payback period and internal rate of return
- Modelling headcount reallocation and overhead reduction
- Estimating implementation costs and transition timelines
- Incorporating risk costs and mitigation investments
- Creating visual exhibits for executive presentations
- Adjusting for inflation, exchange rates, and local labour costs
- Template: Fully editable financial model with assumptions tab
Module 10: Implementation Roadmapping and Execution - Phased rollout planning: wave design and sequencing
- Developing a master implementation timeline with dependencies
- Resource allocation and team structure for execution
- Defining milestones and success criteria per phase
- Risk register development and mitigation planning
- Integration testing across systems and regions
- Data migration strategies and cutover planning
- Readiness assessments before go-live
- Post-launch support structure and hypercare protocols
- Lessons learned documentation and knowledge transfer
Module 11: Service Quality, Continuous Improvement, and Innovation - Establishing a culture of operational excellence
- Setting up formal continuous improvement programs
- Lean and Six Sigma applications in shared services
- Root cause analysis for recurring issues
- Customer feedback loops and voice-of-customer programs
- Service quality audits and process validation
- Embedding innovation into daily operations
- Idea management systems for frontline staff
- Quarterly service optimisation reviews
- Creating a backlog of improvement initiatives
Module 12: Risk Management and Compliance Oversight - Identifying operational, financial, and compliance risks
- Developing control frameworks for global processes
- Segregation of duties in cross-border environments
- Managing fraud risks and audit preparedness
- Regulatory requirements by region and function
- SOX compliance and internal control design
- Data privacy laws: GDPR, CCPA, and regional variants
- Third-party vendor risk assessment protocols
- Business continuity planning for GBS operations
- Disaster recovery and workforce resilience strategies
Module 13: Stakeholder Management and Customer Experience - Mapping internal customers and their expectations
- Designing service experience journeys for business users
- Service request intake and triage mechanisms
- Customer satisfaction measurement and NPS tracking
- Service portal design for self-service access
- First contact resolution targets and performance tracking
- Personalising service delivery without sacrificing standardisation
- Handling escalations with empathy and speed
- Reporting service outcomes to senior stakeholders
- Feedback integration into service design improvements
Module 14: Digital Transformation and Future Trends - AI use cases in finance, HR, and procurement services
- Natural language processing for query handling
- Predictive analytics for demand forecasting
- Machine learning models for anomaly detection
- Digital twins for simulating process changes
- Hyperautomation strategy across service lines
- Emerging technologies: blockchain, IoT, low-code platforms
- Preparing for quantum computing impacts on encryption
- Future of work: AI co-pilots and human-machine collaboration
- Building a tech foresight capability within GBS
Module 15: Measuring Impact and Demonstrating Value - Designing outcome-focused reporting frameworks
- Measuring efficiency gains, accuracy improvements, and speed-to-service
- Tracking cost avoidance and risk reduction metrics
- Calculating customer lifetime value in internal service models
- Demonstrating strategic impact beyond cost savings
- Linking GBS performance to business outcomes
- Creating compelling monthly and quarterly reports
- Visual storytelling techniques for executive consumption
- Publicising wins and recognising team contributions
- Using impact data to secure future investment
Module 16: Organisational Integration and Cross-Functional Alignment - Bridging the gap between corporate functions and GBS
- Designing operating agreements with business units
- Negotiating service ownership and handoff boundaries
- Aligning GBS metrics with business KPIs
- Building trust with regional leaders and country managers
- Creating joint problem-solving forums
- Managing service dependency maps across functions
- Coordinating change initiatives with business transformation
- Integrating GBS into M&A integration playbooks
- Establishing feedback loops with business partners
Module 17: Leadership Development and Executive Presence - Developing executive communication skills for GBS leaders
- Presenting complex data with clarity and confidence
- Leading through influence without direct authority
- Navigating organisational politics in matrix environments
- Building coalitions and gaining informal power
- Public speaking and boardroom presentation techniques
- Writing executive summaries that drive decisions
- Handling tough questions with composure and evidence
- Developing a personal leadership brand
- Securing mentorship and sponsorship from C-suite leaders
Module 18: Certification, Next Steps, and Career Advancement - Finalising your complete future-proof GBS roadmap
- Submitting for review and feedback using the structured template
- Receiving badge and Certificate of Completion from The Art of Service
- Adding certification to LinkedIn and professional profiles
- Leveraging certification in performance reviews and salary negotiations
- Building a personal portfolio of GBS transformation artifacts
- Creating a 90-day action plan for immediate impact
- Identifying next-phase initiatives and investment opportunities
- Continuing professional development pathways
- Access to premium alumni resources and updates
- Identifying process variation across regions and business units
- Conducting process gap analysis and benchmark assessments
- Developing standard operating procedures with global applicability
- Creating centralised process repositories and knowledge bases
- Rolling out standard templates for finance, HR, and procurement
- Change management strategies for process adoption
- Training field teams on new process requirements
- Using process mining to detect deviations and inefficiencies
- Ensuring legal and regulatory compliance in local markets
- Checklist: Process harmonisation readiness assessment
Module 6: Technology Enablement and Digital Integration - Selecting the right enterprise platforms for GBS scalability
- ERP integration strategies for global consistency
- Deploying workflow automation tools across functions
- Leveraging robotic process automation for repetitive tasks
- Building API connectivity between legacy and cloud systems
- Data interoperability across geographies and functions
- Cloud infrastructure considerations for global access
- Secure data handling and information governance policies
- Digital dashboards for real-time performance tracking
- Managing vendor relationships for tech implementation
Module 7: Talent Strategy and Global Workforce Design - Defining future-ready roles in global shared services
- Designing career paths and growth ladders for GBS teams
- Attracting and retaining high-performance talent globally
- Competency modelling for critical GBS capabilities
- Upskilling programs for digital fluency and leadership
- Cultural intelligence and collaboration across time zones
- Hybrid and remote work policy design for distributed teams
- Developing global leadership pipelines within GBS
- Balancing local hiring with global mobility strategies
- Retention strategies for high-impact roles in low-cost locations
Module 8: Change Management and Adoption Leadership - Developing a change impact assessment for GBS rollout
- Communication planning for global audiences
- Creating role-specific messaging for executives, managers, and staff
- Running pilot programs to test adoption readiness
- Gathering feedback and iterating before full launch
- Managing resistance in legacy organisational cultures
- Using ambassadors and champions to drive engagement
- Measuring perception shifts through pulse surveys
- Scaling successful pilots across regions
- Toolkit: Change adoption scorecard and tracker
Module 9: Financial Modelling and Business Case Development - Building a comprehensive cost-benefit analysis for GBS
- Forecasting hard savings, soft savings, and risk reduction
- Scenario planning: best case, base case, worst case
- Calculating payback period and internal rate of return
- Modelling headcount reallocation and overhead reduction
- Estimating implementation costs and transition timelines
- Incorporating risk costs and mitigation investments
- Creating visual exhibits for executive presentations
- Adjusting for inflation, exchange rates, and local labour costs
- Template: Fully editable financial model with assumptions tab
Module 10: Implementation Roadmapping and Execution - Phased rollout planning: wave design and sequencing
- Developing a master implementation timeline with dependencies
- Resource allocation and team structure for execution
- Defining milestones and success criteria per phase
- Risk register development and mitigation planning
- Integration testing across systems and regions
- Data migration strategies and cutover planning
- Readiness assessments before go-live
- Post-launch support structure and hypercare protocols
- Lessons learned documentation and knowledge transfer
Module 11: Service Quality, Continuous Improvement, and Innovation - Establishing a culture of operational excellence
- Setting up formal continuous improvement programs
- Lean and Six Sigma applications in shared services
- Root cause analysis for recurring issues
- Customer feedback loops and voice-of-customer programs
- Service quality audits and process validation
- Embedding innovation into daily operations
- Idea management systems for frontline staff
- Quarterly service optimisation reviews
- Creating a backlog of improvement initiatives
Module 12: Risk Management and Compliance Oversight - Identifying operational, financial, and compliance risks
- Developing control frameworks for global processes
- Segregation of duties in cross-border environments
- Managing fraud risks and audit preparedness
- Regulatory requirements by region and function
- SOX compliance and internal control design
- Data privacy laws: GDPR, CCPA, and regional variants
- Third-party vendor risk assessment protocols
- Business continuity planning for GBS operations
- Disaster recovery and workforce resilience strategies
Module 13: Stakeholder Management and Customer Experience - Mapping internal customers and their expectations
- Designing service experience journeys for business users
- Service request intake and triage mechanisms
- Customer satisfaction measurement and NPS tracking
- Service portal design for self-service access
- First contact resolution targets and performance tracking
- Personalising service delivery without sacrificing standardisation
- Handling escalations with empathy and speed
- Reporting service outcomes to senior stakeholders
- Feedback integration into service design improvements
Module 14: Digital Transformation and Future Trends - AI use cases in finance, HR, and procurement services
- Natural language processing for query handling
- Predictive analytics for demand forecasting
- Machine learning models for anomaly detection
- Digital twins for simulating process changes
- Hyperautomation strategy across service lines
- Emerging technologies: blockchain, IoT, low-code platforms
- Preparing for quantum computing impacts on encryption
- Future of work: AI co-pilots and human-machine collaboration
- Building a tech foresight capability within GBS
Module 15: Measuring Impact and Demonstrating Value - Designing outcome-focused reporting frameworks
- Measuring efficiency gains, accuracy improvements, and speed-to-service
- Tracking cost avoidance and risk reduction metrics
- Calculating customer lifetime value in internal service models
- Demonstrating strategic impact beyond cost savings
- Linking GBS performance to business outcomes
- Creating compelling monthly and quarterly reports
- Visual storytelling techniques for executive consumption
- Publicising wins and recognising team contributions
- Using impact data to secure future investment
Module 16: Organisational Integration and Cross-Functional Alignment - Bridging the gap between corporate functions and GBS
- Designing operating agreements with business units
- Negotiating service ownership and handoff boundaries
- Aligning GBS metrics with business KPIs
- Building trust with regional leaders and country managers
- Creating joint problem-solving forums
- Managing service dependency maps across functions
- Coordinating change initiatives with business transformation
- Integrating GBS into M&A integration playbooks
- Establishing feedback loops with business partners
Module 17: Leadership Development and Executive Presence - Developing executive communication skills for GBS leaders
- Presenting complex data with clarity and confidence
- Leading through influence without direct authority
- Navigating organisational politics in matrix environments
- Building coalitions and gaining informal power
- Public speaking and boardroom presentation techniques
- Writing executive summaries that drive decisions
- Handling tough questions with composure and evidence
- Developing a personal leadership brand
- Securing mentorship and sponsorship from C-suite leaders
Module 18: Certification, Next Steps, and Career Advancement - Finalising your complete future-proof GBS roadmap
- Submitting for review and feedback using the structured template
- Receiving badge and Certificate of Completion from The Art of Service
- Adding certification to LinkedIn and professional profiles
- Leveraging certification in performance reviews and salary negotiations
- Building a personal portfolio of GBS transformation artifacts
- Creating a 90-day action plan for immediate impact
- Identifying next-phase initiatives and investment opportunities
- Continuing professional development pathways
- Access to premium alumni resources and updates
- Defining future-ready roles in global shared services
- Designing career paths and growth ladders for GBS teams
- Attracting and retaining high-performance talent globally
- Competency modelling for critical GBS capabilities
- Upskilling programs for digital fluency and leadership
- Cultural intelligence and collaboration across time zones
- Hybrid and remote work policy design for distributed teams
- Developing global leadership pipelines within GBS
- Balancing local hiring with global mobility strategies
- Retention strategies for high-impact roles in low-cost locations
Module 8: Change Management and Adoption Leadership - Developing a change impact assessment for GBS rollout
- Communication planning for global audiences
- Creating role-specific messaging for executives, managers, and staff
- Running pilot programs to test adoption readiness
- Gathering feedback and iterating before full launch
- Managing resistance in legacy organisational cultures
- Using ambassadors and champions to drive engagement
- Measuring perception shifts through pulse surveys
- Scaling successful pilots across regions
- Toolkit: Change adoption scorecard and tracker
Module 9: Financial Modelling and Business Case Development - Building a comprehensive cost-benefit analysis for GBS
- Forecasting hard savings, soft savings, and risk reduction
- Scenario planning: best case, base case, worst case
- Calculating payback period and internal rate of return
- Modelling headcount reallocation and overhead reduction
- Estimating implementation costs and transition timelines
- Incorporating risk costs and mitigation investments
- Creating visual exhibits for executive presentations
- Adjusting for inflation, exchange rates, and local labour costs
- Template: Fully editable financial model with assumptions tab
Module 10: Implementation Roadmapping and Execution - Phased rollout planning: wave design and sequencing
- Developing a master implementation timeline with dependencies
- Resource allocation and team structure for execution
- Defining milestones and success criteria per phase
- Risk register development and mitigation planning
- Integration testing across systems and regions
- Data migration strategies and cutover planning
- Readiness assessments before go-live
- Post-launch support structure and hypercare protocols
- Lessons learned documentation and knowledge transfer
Module 11: Service Quality, Continuous Improvement, and Innovation - Establishing a culture of operational excellence
- Setting up formal continuous improvement programs
- Lean and Six Sigma applications in shared services
- Root cause analysis for recurring issues
- Customer feedback loops and voice-of-customer programs
- Service quality audits and process validation
- Embedding innovation into daily operations
- Idea management systems for frontline staff
- Quarterly service optimisation reviews
- Creating a backlog of improvement initiatives
Module 12: Risk Management and Compliance Oversight - Identifying operational, financial, and compliance risks
- Developing control frameworks for global processes
- Segregation of duties in cross-border environments
- Managing fraud risks and audit preparedness
- Regulatory requirements by region and function
- SOX compliance and internal control design
- Data privacy laws: GDPR, CCPA, and regional variants
- Third-party vendor risk assessment protocols
- Business continuity planning for GBS operations
- Disaster recovery and workforce resilience strategies
Module 13: Stakeholder Management and Customer Experience - Mapping internal customers and their expectations
- Designing service experience journeys for business users
- Service request intake and triage mechanisms
- Customer satisfaction measurement and NPS tracking
- Service portal design for self-service access
- First contact resolution targets and performance tracking
- Personalising service delivery without sacrificing standardisation
- Handling escalations with empathy and speed
- Reporting service outcomes to senior stakeholders
- Feedback integration into service design improvements
Module 14: Digital Transformation and Future Trends - AI use cases in finance, HR, and procurement services
- Natural language processing for query handling
- Predictive analytics for demand forecasting
- Machine learning models for anomaly detection
- Digital twins for simulating process changes
- Hyperautomation strategy across service lines
- Emerging technologies: blockchain, IoT, low-code platforms
- Preparing for quantum computing impacts on encryption
- Future of work: AI co-pilots and human-machine collaboration
- Building a tech foresight capability within GBS
Module 15: Measuring Impact and Demonstrating Value - Designing outcome-focused reporting frameworks
- Measuring efficiency gains, accuracy improvements, and speed-to-service
- Tracking cost avoidance and risk reduction metrics
- Calculating customer lifetime value in internal service models
- Demonstrating strategic impact beyond cost savings
- Linking GBS performance to business outcomes
- Creating compelling monthly and quarterly reports
- Visual storytelling techniques for executive consumption
- Publicising wins and recognising team contributions
- Using impact data to secure future investment
Module 16: Organisational Integration and Cross-Functional Alignment - Bridging the gap between corporate functions and GBS
- Designing operating agreements with business units
- Negotiating service ownership and handoff boundaries
- Aligning GBS metrics with business KPIs
- Building trust with regional leaders and country managers
- Creating joint problem-solving forums
- Managing service dependency maps across functions
- Coordinating change initiatives with business transformation
- Integrating GBS into M&A integration playbooks
- Establishing feedback loops with business partners
Module 17: Leadership Development and Executive Presence - Developing executive communication skills for GBS leaders
- Presenting complex data with clarity and confidence
- Leading through influence without direct authority
- Navigating organisational politics in matrix environments
- Building coalitions and gaining informal power
- Public speaking and boardroom presentation techniques
- Writing executive summaries that drive decisions
- Handling tough questions with composure and evidence
- Developing a personal leadership brand
- Securing mentorship and sponsorship from C-suite leaders
Module 18: Certification, Next Steps, and Career Advancement - Finalising your complete future-proof GBS roadmap
- Submitting for review and feedback using the structured template
- Receiving badge and Certificate of Completion from The Art of Service
- Adding certification to LinkedIn and professional profiles
- Leveraging certification in performance reviews and salary negotiations
- Building a personal portfolio of GBS transformation artifacts
- Creating a 90-day action plan for immediate impact
- Identifying next-phase initiatives and investment opportunities
- Continuing professional development pathways
- Access to premium alumni resources and updates
- Building a comprehensive cost-benefit analysis for GBS
- Forecasting hard savings, soft savings, and risk reduction
- Scenario planning: best case, base case, worst case
- Calculating payback period and internal rate of return
- Modelling headcount reallocation and overhead reduction
- Estimating implementation costs and transition timelines
- Incorporating risk costs and mitigation investments
- Creating visual exhibits for executive presentations
- Adjusting for inflation, exchange rates, and local labour costs
- Template: Fully editable financial model with assumptions tab
Module 10: Implementation Roadmapping and Execution - Phased rollout planning: wave design and sequencing
- Developing a master implementation timeline with dependencies
- Resource allocation and team structure for execution
- Defining milestones and success criteria per phase
- Risk register development and mitigation planning
- Integration testing across systems and regions
- Data migration strategies and cutover planning
- Readiness assessments before go-live
- Post-launch support structure and hypercare protocols
- Lessons learned documentation and knowledge transfer
Module 11: Service Quality, Continuous Improvement, and Innovation - Establishing a culture of operational excellence
- Setting up formal continuous improvement programs
- Lean and Six Sigma applications in shared services
- Root cause analysis for recurring issues
- Customer feedback loops and voice-of-customer programs
- Service quality audits and process validation
- Embedding innovation into daily operations
- Idea management systems for frontline staff
- Quarterly service optimisation reviews
- Creating a backlog of improvement initiatives
Module 12: Risk Management and Compliance Oversight - Identifying operational, financial, and compliance risks
- Developing control frameworks for global processes
- Segregation of duties in cross-border environments
- Managing fraud risks and audit preparedness
- Regulatory requirements by region and function
- SOX compliance and internal control design
- Data privacy laws: GDPR, CCPA, and regional variants
- Third-party vendor risk assessment protocols
- Business continuity planning for GBS operations
- Disaster recovery and workforce resilience strategies
Module 13: Stakeholder Management and Customer Experience - Mapping internal customers and their expectations
- Designing service experience journeys for business users
- Service request intake and triage mechanisms
- Customer satisfaction measurement and NPS tracking
- Service portal design for self-service access
- First contact resolution targets and performance tracking
- Personalising service delivery without sacrificing standardisation
- Handling escalations with empathy and speed
- Reporting service outcomes to senior stakeholders
- Feedback integration into service design improvements
Module 14: Digital Transformation and Future Trends - AI use cases in finance, HR, and procurement services
- Natural language processing for query handling
- Predictive analytics for demand forecasting
- Machine learning models for anomaly detection
- Digital twins for simulating process changes
- Hyperautomation strategy across service lines
- Emerging technologies: blockchain, IoT, low-code platforms
- Preparing for quantum computing impacts on encryption
- Future of work: AI co-pilots and human-machine collaboration
- Building a tech foresight capability within GBS
Module 15: Measuring Impact and Demonstrating Value - Designing outcome-focused reporting frameworks
- Measuring efficiency gains, accuracy improvements, and speed-to-service
- Tracking cost avoidance and risk reduction metrics
- Calculating customer lifetime value in internal service models
- Demonstrating strategic impact beyond cost savings
- Linking GBS performance to business outcomes
- Creating compelling monthly and quarterly reports
- Visual storytelling techniques for executive consumption
- Publicising wins and recognising team contributions
- Using impact data to secure future investment
Module 16: Organisational Integration and Cross-Functional Alignment - Bridging the gap between corporate functions and GBS
- Designing operating agreements with business units
- Negotiating service ownership and handoff boundaries
- Aligning GBS metrics with business KPIs
- Building trust with regional leaders and country managers
- Creating joint problem-solving forums
- Managing service dependency maps across functions
- Coordinating change initiatives with business transformation
- Integrating GBS into M&A integration playbooks
- Establishing feedback loops with business partners
Module 17: Leadership Development and Executive Presence - Developing executive communication skills for GBS leaders
- Presenting complex data with clarity and confidence
- Leading through influence without direct authority
- Navigating organisational politics in matrix environments
- Building coalitions and gaining informal power
- Public speaking and boardroom presentation techniques
- Writing executive summaries that drive decisions
- Handling tough questions with composure and evidence
- Developing a personal leadership brand
- Securing mentorship and sponsorship from C-suite leaders
Module 18: Certification, Next Steps, and Career Advancement - Finalising your complete future-proof GBS roadmap
- Submitting for review and feedback using the structured template
- Receiving badge and Certificate of Completion from The Art of Service
- Adding certification to LinkedIn and professional profiles
- Leveraging certification in performance reviews and salary negotiations
- Building a personal portfolio of GBS transformation artifacts
- Creating a 90-day action plan for immediate impact
- Identifying next-phase initiatives and investment opportunities
- Continuing professional development pathways
- Access to premium alumni resources and updates
- Establishing a culture of operational excellence
- Setting up formal continuous improvement programs
- Lean and Six Sigma applications in shared services
- Root cause analysis for recurring issues
- Customer feedback loops and voice-of-customer programs
- Service quality audits and process validation
- Embedding innovation into daily operations
- Idea management systems for frontline staff
- Quarterly service optimisation reviews
- Creating a backlog of improvement initiatives
Module 12: Risk Management and Compliance Oversight - Identifying operational, financial, and compliance risks
- Developing control frameworks for global processes
- Segregation of duties in cross-border environments
- Managing fraud risks and audit preparedness
- Regulatory requirements by region and function
- SOX compliance and internal control design
- Data privacy laws: GDPR, CCPA, and regional variants
- Third-party vendor risk assessment protocols
- Business continuity planning for GBS operations
- Disaster recovery and workforce resilience strategies
Module 13: Stakeholder Management and Customer Experience - Mapping internal customers and their expectations
- Designing service experience journeys for business users
- Service request intake and triage mechanisms
- Customer satisfaction measurement and NPS tracking
- Service portal design for self-service access
- First contact resolution targets and performance tracking
- Personalising service delivery without sacrificing standardisation
- Handling escalations with empathy and speed
- Reporting service outcomes to senior stakeholders
- Feedback integration into service design improvements
Module 14: Digital Transformation and Future Trends - AI use cases in finance, HR, and procurement services
- Natural language processing for query handling
- Predictive analytics for demand forecasting
- Machine learning models for anomaly detection
- Digital twins for simulating process changes
- Hyperautomation strategy across service lines
- Emerging technologies: blockchain, IoT, low-code platforms
- Preparing for quantum computing impacts on encryption
- Future of work: AI co-pilots and human-machine collaboration
- Building a tech foresight capability within GBS
Module 15: Measuring Impact and Demonstrating Value - Designing outcome-focused reporting frameworks
- Measuring efficiency gains, accuracy improvements, and speed-to-service
- Tracking cost avoidance and risk reduction metrics
- Calculating customer lifetime value in internal service models
- Demonstrating strategic impact beyond cost savings
- Linking GBS performance to business outcomes
- Creating compelling monthly and quarterly reports
- Visual storytelling techniques for executive consumption
- Publicising wins and recognising team contributions
- Using impact data to secure future investment
Module 16: Organisational Integration and Cross-Functional Alignment - Bridging the gap between corporate functions and GBS
- Designing operating agreements with business units
- Negotiating service ownership and handoff boundaries
- Aligning GBS metrics with business KPIs
- Building trust with regional leaders and country managers
- Creating joint problem-solving forums
- Managing service dependency maps across functions
- Coordinating change initiatives with business transformation
- Integrating GBS into M&A integration playbooks
- Establishing feedback loops with business partners
Module 17: Leadership Development and Executive Presence - Developing executive communication skills for GBS leaders
- Presenting complex data with clarity and confidence
- Leading through influence without direct authority
- Navigating organisational politics in matrix environments
- Building coalitions and gaining informal power
- Public speaking and boardroom presentation techniques
- Writing executive summaries that drive decisions
- Handling tough questions with composure and evidence
- Developing a personal leadership brand
- Securing mentorship and sponsorship from C-suite leaders
Module 18: Certification, Next Steps, and Career Advancement - Finalising your complete future-proof GBS roadmap
- Submitting for review and feedback using the structured template
- Receiving badge and Certificate of Completion from The Art of Service
- Adding certification to LinkedIn and professional profiles
- Leveraging certification in performance reviews and salary negotiations
- Building a personal portfolio of GBS transformation artifacts
- Creating a 90-day action plan for immediate impact
- Identifying next-phase initiatives and investment opportunities
- Continuing professional development pathways
- Access to premium alumni resources and updates
- Mapping internal customers and their expectations
- Designing service experience journeys for business users
- Service request intake and triage mechanisms
- Customer satisfaction measurement and NPS tracking
- Service portal design for self-service access
- First contact resolution targets and performance tracking
- Personalising service delivery without sacrificing standardisation
- Handling escalations with empathy and speed
- Reporting service outcomes to senior stakeholders
- Feedback integration into service design improvements
Module 14: Digital Transformation and Future Trends - AI use cases in finance, HR, and procurement services
- Natural language processing for query handling
- Predictive analytics for demand forecasting
- Machine learning models for anomaly detection
- Digital twins for simulating process changes
- Hyperautomation strategy across service lines
- Emerging technologies: blockchain, IoT, low-code platforms
- Preparing for quantum computing impacts on encryption
- Future of work: AI co-pilots and human-machine collaboration
- Building a tech foresight capability within GBS
Module 15: Measuring Impact and Demonstrating Value - Designing outcome-focused reporting frameworks
- Measuring efficiency gains, accuracy improvements, and speed-to-service
- Tracking cost avoidance and risk reduction metrics
- Calculating customer lifetime value in internal service models
- Demonstrating strategic impact beyond cost savings
- Linking GBS performance to business outcomes
- Creating compelling monthly and quarterly reports
- Visual storytelling techniques for executive consumption
- Publicising wins and recognising team contributions
- Using impact data to secure future investment
Module 16: Organisational Integration and Cross-Functional Alignment - Bridging the gap between corporate functions and GBS
- Designing operating agreements with business units
- Negotiating service ownership and handoff boundaries
- Aligning GBS metrics with business KPIs
- Building trust with regional leaders and country managers
- Creating joint problem-solving forums
- Managing service dependency maps across functions
- Coordinating change initiatives with business transformation
- Integrating GBS into M&A integration playbooks
- Establishing feedback loops with business partners
Module 17: Leadership Development and Executive Presence - Developing executive communication skills for GBS leaders
- Presenting complex data with clarity and confidence
- Leading through influence without direct authority
- Navigating organisational politics in matrix environments
- Building coalitions and gaining informal power
- Public speaking and boardroom presentation techniques
- Writing executive summaries that drive decisions
- Handling tough questions with composure and evidence
- Developing a personal leadership brand
- Securing mentorship and sponsorship from C-suite leaders
Module 18: Certification, Next Steps, and Career Advancement - Finalising your complete future-proof GBS roadmap
- Submitting for review and feedback using the structured template
- Receiving badge and Certificate of Completion from The Art of Service
- Adding certification to LinkedIn and professional profiles
- Leveraging certification in performance reviews and salary negotiations
- Building a personal portfolio of GBS transformation artifacts
- Creating a 90-day action plan for immediate impact
- Identifying next-phase initiatives and investment opportunities
- Continuing professional development pathways
- Access to premium alumni resources and updates
- Designing outcome-focused reporting frameworks
- Measuring efficiency gains, accuracy improvements, and speed-to-service
- Tracking cost avoidance and risk reduction metrics
- Calculating customer lifetime value in internal service models
- Demonstrating strategic impact beyond cost savings
- Linking GBS performance to business outcomes
- Creating compelling monthly and quarterly reports
- Visual storytelling techniques for executive consumption
- Publicising wins and recognising team contributions
- Using impact data to secure future investment
Module 16: Organisational Integration and Cross-Functional Alignment - Bridging the gap between corporate functions and GBS
- Designing operating agreements with business units
- Negotiating service ownership and handoff boundaries
- Aligning GBS metrics with business KPIs
- Building trust with regional leaders and country managers
- Creating joint problem-solving forums
- Managing service dependency maps across functions
- Coordinating change initiatives with business transformation
- Integrating GBS into M&A integration playbooks
- Establishing feedback loops with business partners
Module 17: Leadership Development and Executive Presence - Developing executive communication skills for GBS leaders
- Presenting complex data with clarity and confidence
- Leading through influence without direct authority
- Navigating organisational politics in matrix environments
- Building coalitions and gaining informal power
- Public speaking and boardroom presentation techniques
- Writing executive summaries that drive decisions
- Handling tough questions with composure and evidence
- Developing a personal leadership brand
- Securing mentorship and sponsorship from C-suite leaders
Module 18: Certification, Next Steps, and Career Advancement - Finalising your complete future-proof GBS roadmap
- Submitting for review and feedback using the structured template
- Receiving badge and Certificate of Completion from The Art of Service
- Adding certification to LinkedIn and professional profiles
- Leveraging certification in performance reviews and salary negotiations
- Building a personal portfolio of GBS transformation artifacts
- Creating a 90-day action plan for immediate impact
- Identifying next-phase initiatives and investment opportunities
- Continuing professional development pathways
- Access to premium alumni resources and updates
- Developing executive communication skills for GBS leaders
- Presenting complex data with clarity and confidence
- Leading through influence without direct authority
- Navigating organisational politics in matrix environments
- Building coalitions and gaining informal power
- Public speaking and boardroom presentation techniques
- Writing executive summaries that drive decisions
- Handling tough questions with composure and evidence
- Developing a personal leadership brand
- Securing mentorship and sponsorship from C-suite leaders