Building and Leading High-Impact Shared Services Centers
You’re under pressure. Budgets are tightening. Stakeholders demand efficiency, but no one agrees on how to get there. You know centralizing functions like HR, finance, or procurement could unlock massive value-but past attempts stalled, folded, or failed to deliver. The risk of another failed initiative could damage your credibility. Yet within that challenge lies your greatest opportunity. Organizations that master shared services don’t just cut costs-they gain strategic agility, standardize excellence, and create performance engines that scale. The difference between failure and success? A proven blueprint, not guesswork. The Building and Leading High-Impact Shared Services Centers course gives you that blueprint. You’ll move from fragmented functions to a fully operational, board-supported shared services center in under 90 days-with a detailed rollout plan, stakeholder alignment, and ROI model ready for executive review. One finance director used this framework to consolidate three regional accounting teams. Within four months, she reduced processing costs by 38%, improved month-end close by 11 days, and was promoted to VP of Global Operations. She didn’t have more budget-she had clarity. This isn’t theory. It’s the exact system used by Fortune 500 transformation leaders and global SSC architects-a repeatable, scalable methodology grounded in organizational design, change leadership, and operational precision. If you’ve ever felt stuck between doing nothing and risking another failed pilot, this is your pivot point. Here’s how this course is structured to help you get there.Course Format & Delivery Details Fully Self-Paced with Immediate Online Access
Enroll today and begin instantly. There are no fixed start dates, no weekly modules to wait for, and no artificial time constraints. You control your pace, your timeline, and your implementation rhythm. On-Demand Learning Designed for Global Leaders
Access the full course 24/7 from any device. Whether you're leading transformation in Singapore, London, or São Paulo, the content is mobile-optimized, secure, and structured for high-impact learning in short, focused sessions-ideal for busy professionals with real-world responsibilities. Typical Completion in 6–8 Weeks, with Early Wins in Days
Most participants complete the program within 6 to 8 weeks while applying each module directly to their organization. You’ll draft your SSC charter by Week 2, validate your business case by Week 4, and finalize your implementation roadmap by Week 6. Real progress, visible results, fast. Lifetime Access with Ongoing Updates at No Extra Cost
Once enrolled, you retain permanent access to all course materials. As global best practices evolve and new tools emerge, your course content is updated automatically-ensuring your knowledge stays current for years to come, without annual fees or re-enrollment. Direct Instructor Support and Implementation Guidance
You’re not alone. Throughout the course, you have access to expert coaching support from certified SSC architects with 15+ years of experience in global shared services rollout. Submit questions, get strategic feedback on your draft proposals, and gain clarification on complex design decisions-all within a private, secure channel. Certificate of Completion Issued by The Art of Service
Upon finishing, you’ll receive a globally recognized Certificate of Completion issued by The Art of Service, a leader in professional training for enterprise operations and transformation. This credential is cited by professionals in 94 countries and respected by HR, finance, and operational leadership teams worldwide. Transparent, One-Time Pricing - No Hidden Fees
You pay a single straightforward fee. There are no subscriptions, no renewal charges, and no surprise costs. What you see is exactly what you get-full course access, all materials, your certificate, and lifetime updates. Accepted Payment Methods
We accept Visa, Mastercard, and PayPal. The enrollment process is secure, fast, and fully encrypted to protect your data. 100% Satisfied or Refunded Guarantee
We stand behind the value of this program. If you complete the first three modules and don’t believe the course delivers actionable, career-advancing insights, contact us for a full refund-no questions asked. You take zero financial risk. What to Expect After Enrollment
After registration, you’ll receive a confirmation email. Your access details and course login information will be delivered separately once your enrollment is processed. This ensures all materials are fully prepared and optimized for your learning journey. “Will This Work for Me?” - We’ve Got You Covered
This course is designed for real-world application across roles and industries. Whether you’re a Director of Finance consolidating AP teams, an HR VP centralizing employee services, or a COO launching a global GBS model-it works. - This works even if: Your organization has tried and failed at shared services before.
- This works even if: You don’t have executive sponsorship yet-but need a proposal that wins it.
- This works even if: You’re juggling multiple priorities and can only dedicate 3–5 hours per week.
- This works even if: You’ve never built a shared services center-but understand the pain of siloed operations.
With step-by-step frameworks, downloadable templates, and industry-specific examples-from healthcare to manufacturing to tech-you’ll adapt the methodology to your context with confidence. Your transformation starts with clarity, not risk. That’s why we’ve built in every safeguard: lifetime access, expert support, a recognized credential, and a promise to deliver value or refund you. You’re protected at every level.
Module 1: Foundations of High-Impact Shared Services - Defining shared services vs outsourcing vs GBS models
- Historical evolution and future trends in shared services
- Core value drivers: cost reduction, quality improvement, scalability
- When to launch a shared services center-strategic triggers
- Identifying common failure points and how to avoid them
- Understanding organizational resistance and pre-emptive mitigation
- Assessing your organization’s readiness for centralization
- Key stakeholder mapping: who needs to be on board
- Differentiating transactional, tactical, and strategic SSCs
- Aligning SSC goals with enterprise strategy and financial targets
Module 2: Strategic Positioning and Business Case Development - Developing an executive-grade business case for shared services
- Quantifying operational inefficiencies across functions
- Calculating baseline costs per transaction by process
- Projecting 3-year cost savings with risk-adjusted assumptions
- Estimating quality improvements and error reduction rates
- Measuring time-to-value for key processes
- Creating a multi-scenario financial model (conservative, target, stretch)
- Integrating risk costs into the ROI analysis
- Mapping process maturity across target functions
- Drafting a compelling executive summary for leadership review
Module 3: Target Operating Model Design - Selecting the right operating model: centralized, federated, hybrid
- Defining service scope: what to include and exclude in Phase 1
- Establishing process ownership and accountability frameworks
- Designing performance management across delivery and customer units
- Creating a global delivery framework for multi-region operations
- Developing service level agreements with clear metrics
- Setting up escalation paths and resolution protocols
- Outlining governance structures: steering committees and working groups
- Integrating compliance, audit, and data privacy requirements
- Designing flexibility for future expansion across new functions
Module 4: Organizational Design and Workforce Strategy - Structuring the SSC leadership team: roles and responsibilities
- Selecting a center leader with operational and change capabilities
- Designing span of control and reporting lines
- Developing career paths and progression ladders for SSC staff
- Creating a staffing plan: FTEs, contractors, rotation programs
- Transferring employees from business units: legal and cultural factors
- Building a compelling employee value proposition for the SSC
- Designing performance metrics tied to quality and efficiency
- Establishing talent retention and engagement strategies
- Planning for succession and leadership development within the SSC
Module 5: Location Strategy and Site Selection - Key criteria for selecting a shared services location
- Evaluating cost, talent pool, infrastructure, and risk profile
- Comparing onshore, nearshore, and offshore options
- Assessing political, economic, and currency stability
- Understanding immigration and labor regulations
- Conducting viability assessments for multiple shortlisted locations
- Running total cost of ownership (TCO) comparisons
- Engaging local government and economic development agencies
- Setting up legal entity structures and tax implications
- Negotiating incentives and facility agreements
Module 6: Change Management and Stakeholder Engagement - Building a change management roadmap for SSC rollout
- Developing communication plans by stakeholder group
- Addressing union and workforce concerns proactively
- Creating a sponsorship coalition across senior leaders
- Hosting town halls and Q&A sessions with impacted teams
- Drafting transition FAQs and employee handbooks
- Managing perception: from cost-cutting to capability-building
- Developing metrics to track change adoption and sentiment
- Training business partners on new service interfaces
- Sustaining momentum during the first 100 days of operation
Module 7: Process Standardization and Harmonization - Identifying candidate processes for standardization
- Mapping current-state processes across business units
- Running gap analysis on process variations
- Selecting the golden copy process based on performance data
- Documenting standardized workflows with clear inputs and outputs
- Removing redundant approvals and unnecessary handoffs
- Validating harmonized processes with key users
- Creating process control documents and RACI matrices
- Incorporating automation opportunities in design phase
- Setting up continuous improvement cycles post-launch
Module 8: Technology Enablement and System Architecture - Evaluating ERP integration requirements for SSC functions
- Selecting the right workflow and case management tools
- Designing data flows between SSC and parent organizations
- Establishing system access controls and role-based permissions
- Deploying self-service portals for employees and managers
- Implementing robotic process automation (RPA) use cases
- Setting up document management and digital archiving
- Integrating analytics dashboards for real-time monitoring
- Ensuring cybersecurity, encryption, and data sovereignty
- Planning for cloud vs on-premise deployment decisions
Module 9: Performance Measurement and KPI Framework - Designing a balanced scorecard for the SSC
- Selecting financial KPIs: cost per transaction, savings realized
- Defining service KPIs: first-time resolution, turnaround time
- Tracking quality metrics: error rates, audit results, rework
- Measuring customer satisfaction with standardized surveys
- Establishing employee engagement and productivity benchmarks
- Creating visual dashboards for leadership reporting
- Setting targets with stretch goals and regular review cadence
- Incorporating benchmarking against industry peers
- Using data to drive quarterly continuous improvement initiatives
Module 10: Service Delivery and Customer Experience - Designing the customer journey for SSC service intake
- Creating service catalog with detailed descriptions and options
- Implementing multi-channel support: email, portal, phone
- Developing knowledge bases and help articles for self-help
- Training frontline staff on customer empathy and resolution
- Running voice-of-customer programs to capture feedback
- Reducing resolution time through root cause analysis
- Personalizing service delivery while maintaining standardization
- Handling escalations with speed and transparency
- Building trust through reliability, consistency, and proactive updates
Module 11: Governance, Risk, and Compliance Integration - Embedding compliance into every SSC process
- Mapping controls to regulatory frameworks (SOX, GDPR, HIPAA)
- Designing internal audit readiness from day one
- Integrating risk assessment into process design
- Establishing segregation of duties and approval hierarchies
- Documenting control evidence for external auditors
- Conducting quarterly compliance training for SSC staff
- Managing data privacy across geographies and systems
- Responding to audit findings with corrective action plans
- Reporting compliance status to enterprise risk management
Module 12: Financial Management and Cost Transparency - Building a detailed SSC budget with capex and opex components
- Allocating shared costs across business units fairly
- Developing chargeback and showback models
- Creating monthly financial reports for transparency
- Tracking actual vs forecasted performance
- Managing vendor contracts and procurement processes
- Optimizing spend on technology, real estate, and talent
- Reconciling intercompany accounting transactions
- Reporting on cost avoidance and efficiency gains
- Aligning SSC funding model with enterprise finance policies
Module 13: Talent Development and Capability Building - Designing onboarding programs for new SSC hires
- Creating modular training curriculum by role
- Implementing knowledge retention and transfer protocols
- Running certification programs for process expertise
- Developing multilingual and multicultural competencies
- Establishing mentorship and coaching structures
- Launching continuous learning with micro-modules
- Measuring training effectiveness with Kirkpatrick model
- Building functional expertise in finance, HR, procurement
- Fostering leadership development for high-potential talent
Module 14: Continuous Improvement and Innovation - Embedding Kaizen and Lean principles in daily operations
- Running process mining to identify bottlenecks
- Launching ideation programs for employee suggestions
- Implementing Six Sigma for defect reduction
- Conducting quarterly process health checks
- Using root cause analysis for recurring issues
- Introducing automation labs for innovation pilots
- Testing AI and cognitive solutions in high-volume tasks
- Scaling improvements across multiple processes
- Recognizing and rewarding improvement contributions
Module 15: Scaling and Expanding the Shared Services Center - Assessing readiness for adding new functions to the SSC
- Developing an expansion roadmap with phased approach
- Integrating acquired companies’ processes into the SSC
- Launching centers of excellence within the SSC
- Adding international delivery locations
- Creating a franchise model for other divisions to adopt
- Measuring scalability limits and capacity planning
- Balancing standardization with regional customization
- Managing cross-border tax and labor complexities
- Positioning the SSC as a profit center with external clients
Module 16: Integration with Global Business Services (GBS) - Understanding the evolution from SSC to GBS
- Integrating strategic sourcing and procurement
- Adding analytics, data management, and decision support
- Expanding into contract management and legal support
- Incorporating IT service management functions
- Developing advanced analytics capabilities within the center
- Offering consulting and project support to business units
- Creating a dual operating model: execution and innovation
- Building partnerships with external service providers
- Measuring GBS value beyond cost: innovation, agility, insights
Module 17: Implementation Roadmapping and Execution - Developing a 90-day launch plan with milestones
- Creating a detailed work breakdown structure
- Assigning accountability with RACI charts
- Running parallel operations during transition phase
- Validating data migration and system integration
- Conducting end-to-end testing and user acceptance
- Running a soft launch with limited scope
- Managing cutover with zero downtime planning
- Maintaining support during stabilization period
- Handing over to BAU with clear transition sign-off
Module 18: Leadership, Culture, and Executive Influence - Developing executive communication skills for transformation leaders
- Building credibility through data, not opinion
- Presenting progress with storytelling and visuals
- Navigating corporate politics and power dynamics
- Leading through influence without direct authority
- Creating a high-performance culture in the SSC
- Modeling accountability, urgency, and precision
- Fostering inclusion and psychological safety
- Coaching teams through ambiguity and change
- Establishing personal leadership brand as a change agent
Module 19: Practical Application and Hands-On Projects - Drafting your SSC charter with mission and vision statements
- Building your stakeholder influence map
- Creating a financial model tailored to your organization
- Designing your target operating model canvas
- Developing a process harmonization plan
- Writing a vendor RFP for technology tools
- Creating a sample SLA for accounts payable
- Designing a pilot rollout for one core process
- Running a change impact assessment
- Building a 12-month roadmap with governance checkpoints
Module 20: Certification, Next Steps, and Career Advancement - Finalizing your board-ready shared services proposal
- Submitting your capstone project for review
- Receiving personalized feedback from instructors
- Tracking completion progress with digital checklist
- Earning your Certificate of Completion issued by The Art of Service
- Adding the credential to LinkedIn and professional profiles
- Leveraging the certification in performance reviews and promotions
- Accessing exclusive alumni resources and templates
- Joining a global network of shared services leaders
- Planning your next career move: from manager to transformation leader
- Defining shared services vs outsourcing vs GBS models
- Historical evolution and future trends in shared services
- Core value drivers: cost reduction, quality improvement, scalability
- When to launch a shared services center-strategic triggers
- Identifying common failure points and how to avoid them
- Understanding organizational resistance and pre-emptive mitigation
- Assessing your organization’s readiness for centralization
- Key stakeholder mapping: who needs to be on board
- Differentiating transactional, tactical, and strategic SSCs
- Aligning SSC goals with enterprise strategy and financial targets
Module 2: Strategic Positioning and Business Case Development - Developing an executive-grade business case for shared services
- Quantifying operational inefficiencies across functions
- Calculating baseline costs per transaction by process
- Projecting 3-year cost savings with risk-adjusted assumptions
- Estimating quality improvements and error reduction rates
- Measuring time-to-value for key processes
- Creating a multi-scenario financial model (conservative, target, stretch)
- Integrating risk costs into the ROI analysis
- Mapping process maturity across target functions
- Drafting a compelling executive summary for leadership review
Module 3: Target Operating Model Design - Selecting the right operating model: centralized, federated, hybrid
- Defining service scope: what to include and exclude in Phase 1
- Establishing process ownership and accountability frameworks
- Designing performance management across delivery and customer units
- Creating a global delivery framework for multi-region operations
- Developing service level agreements with clear metrics
- Setting up escalation paths and resolution protocols
- Outlining governance structures: steering committees and working groups
- Integrating compliance, audit, and data privacy requirements
- Designing flexibility for future expansion across new functions
Module 4: Organizational Design and Workforce Strategy - Structuring the SSC leadership team: roles and responsibilities
- Selecting a center leader with operational and change capabilities
- Designing span of control and reporting lines
- Developing career paths and progression ladders for SSC staff
- Creating a staffing plan: FTEs, contractors, rotation programs
- Transferring employees from business units: legal and cultural factors
- Building a compelling employee value proposition for the SSC
- Designing performance metrics tied to quality and efficiency
- Establishing talent retention and engagement strategies
- Planning for succession and leadership development within the SSC
Module 5: Location Strategy and Site Selection - Key criteria for selecting a shared services location
- Evaluating cost, talent pool, infrastructure, and risk profile
- Comparing onshore, nearshore, and offshore options
- Assessing political, economic, and currency stability
- Understanding immigration and labor regulations
- Conducting viability assessments for multiple shortlisted locations
- Running total cost of ownership (TCO) comparisons
- Engaging local government and economic development agencies
- Setting up legal entity structures and tax implications
- Negotiating incentives and facility agreements
Module 6: Change Management and Stakeholder Engagement - Building a change management roadmap for SSC rollout
- Developing communication plans by stakeholder group
- Addressing union and workforce concerns proactively
- Creating a sponsorship coalition across senior leaders
- Hosting town halls and Q&A sessions with impacted teams
- Drafting transition FAQs and employee handbooks
- Managing perception: from cost-cutting to capability-building
- Developing metrics to track change adoption and sentiment
- Training business partners on new service interfaces
- Sustaining momentum during the first 100 days of operation
Module 7: Process Standardization and Harmonization - Identifying candidate processes for standardization
- Mapping current-state processes across business units
- Running gap analysis on process variations
- Selecting the golden copy process based on performance data
- Documenting standardized workflows with clear inputs and outputs
- Removing redundant approvals and unnecessary handoffs
- Validating harmonized processes with key users
- Creating process control documents and RACI matrices
- Incorporating automation opportunities in design phase
- Setting up continuous improvement cycles post-launch
Module 8: Technology Enablement and System Architecture - Evaluating ERP integration requirements for SSC functions
- Selecting the right workflow and case management tools
- Designing data flows between SSC and parent organizations
- Establishing system access controls and role-based permissions
- Deploying self-service portals for employees and managers
- Implementing robotic process automation (RPA) use cases
- Setting up document management and digital archiving
- Integrating analytics dashboards for real-time monitoring
- Ensuring cybersecurity, encryption, and data sovereignty
- Planning for cloud vs on-premise deployment decisions
Module 9: Performance Measurement and KPI Framework - Designing a balanced scorecard for the SSC
- Selecting financial KPIs: cost per transaction, savings realized
- Defining service KPIs: first-time resolution, turnaround time
- Tracking quality metrics: error rates, audit results, rework
- Measuring customer satisfaction with standardized surveys
- Establishing employee engagement and productivity benchmarks
- Creating visual dashboards for leadership reporting
- Setting targets with stretch goals and regular review cadence
- Incorporating benchmarking against industry peers
- Using data to drive quarterly continuous improvement initiatives
Module 10: Service Delivery and Customer Experience - Designing the customer journey for SSC service intake
- Creating service catalog with detailed descriptions and options
- Implementing multi-channel support: email, portal, phone
- Developing knowledge bases and help articles for self-help
- Training frontline staff on customer empathy and resolution
- Running voice-of-customer programs to capture feedback
- Reducing resolution time through root cause analysis
- Personalizing service delivery while maintaining standardization
- Handling escalations with speed and transparency
- Building trust through reliability, consistency, and proactive updates
Module 11: Governance, Risk, and Compliance Integration - Embedding compliance into every SSC process
- Mapping controls to regulatory frameworks (SOX, GDPR, HIPAA)
- Designing internal audit readiness from day one
- Integrating risk assessment into process design
- Establishing segregation of duties and approval hierarchies
- Documenting control evidence for external auditors
- Conducting quarterly compliance training for SSC staff
- Managing data privacy across geographies and systems
- Responding to audit findings with corrective action plans
- Reporting compliance status to enterprise risk management
Module 12: Financial Management and Cost Transparency - Building a detailed SSC budget with capex and opex components
- Allocating shared costs across business units fairly
- Developing chargeback and showback models
- Creating monthly financial reports for transparency
- Tracking actual vs forecasted performance
- Managing vendor contracts and procurement processes
- Optimizing spend on technology, real estate, and talent
- Reconciling intercompany accounting transactions
- Reporting on cost avoidance and efficiency gains
- Aligning SSC funding model with enterprise finance policies
Module 13: Talent Development and Capability Building - Designing onboarding programs for new SSC hires
- Creating modular training curriculum by role
- Implementing knowledge retention and transfer protocols
- Running certification programs for process expertise
- Developing multilingual and multicultural competencies
- Establishing mentorship and coaching structures
- Launching continuous learning with micro-modules
- Measuring training effectiveness with Kirkpatrick model
- Building functional expertise in finance, HR, procurement
- Fostering leadership development for high-potential talent
Module 14: Continuous Improvement and Innovation - Embedding Kaizen and Lean principles in daily operations
- Running process mining to identify bottlenecks
- Launching ideation programs for employee suggestions
- Implementing Six Sigma for defect reduction
- Conducting quarterly process health checks
- Using root cause analysis for recurring issues
- Introducing automation labs for innovation pilots
- Testing AI and cognitive solutions in high-volume tasks
- Scaling improvements across multiple processes
- Recognizing and rewarding improvement contributions
Module 15: Scaling and Expanding the Shared Services Center - Assessing readiness for adding new functions to the SSC
- Developing an expansion roadmap with phased approach
- Integrating acquired companies’ processes into the SSC
- Launching centers of excellence within the SSC
- Adding international delivery locations
- Creating a franchise model for other divisions to adopt
- Measuring scalability limits and capacity planning
- Balancing standardization with regional customization
- Managing cross-border tax and labor complexities
- Positioning the SSC as a profit center with external clients
Module 16: Integration with Global Business Services (GBS) - Understanding the evolution from SSC to GBS
- Integrating strategic sourcing and procurement
- Adding analytics, data management, and decision support
- Expanding into contract management and legal support
- Incorporating IT service management functions
- Developing advanced analytics capabilities within the center
- Offering consulting and project support to business units
- Creating a dual operating model: execution and innovation
- Building partnerships with external service providers
- Measuring GBS value beyond cost: innovation, agility, insights
Module 17: Implementation Roadmapping and Execution - Developing a 90-day launch plan with milestones
- Creating a detailed work breakdown structure
- Assigning accountability with RACI charts
- Running parallel operations during transition phase
- Validating data migration and system integration
- Conducting end-to-end testing and user acceptance
- Running a soft launch with limited scope
- Managing cutover with zero downtime planning
- Maintaining support during stabilization period
- Handing over to BAU with clear transition sign-off
Module 18: Leadership, Culture, and Executive Influence - Developing executive communication skills for transformation leaders
- Building credibility through data, not opinion
- Presenting progress with storytelling and visuals
- Navigating corporate politics and power dynamics
- Leading through influence without direct authority
- Creating a high-performance culture in the SSC
- Modeling accountability, urgency, and precision
- Fostering inclusion and psychological safety
- Coaching teams through ambiguity and change
- Establishing personal leadership brand as a change agent
Module 19: Practical Application and Hands-On Projects - Drafting your SSC charter with mission and vision statements
- Building your stakeholder influence map
- Creating a financial model tailored to your organization
- Designing your target operating model canvas
- Developing a process harmonization plan
- Writing a vendor RFP for technology tools
- Creating a sample SLA for accounts payable
- Designing a pilot rollout for one core process
- Running a change impact assessment
- Building a 12-month roadmap with governance checkpoints
Module 20: Certification, Next Steps, and Career Advancement - Finalizing your board-ready shared services proposal
- Submitting your capstone project for review
- Receiving personalized feedback from instructors
- Tracking completion progress with digital checklist
- Earning your Certificate of Completion issued by The Art of Service
- Adding the credential to LinkedIn and professional profiles
- Leveraging the certification in performance reviews and promotions
- Accessing exclusive alumni resources and templates
- Joining a global network of shared services leaders
- Planning your next career move: from manager to transformation leader
- Selecting the right operating model: centralized, federated, hybrid
- Defining service scope: what to include and exclude in Phase 1
- Establishing process ownership and accountability frameworks
- Designing performance management across delivery and customer units
- Creating a global delivery framework for multi-region operations
- Developing service level agreements with clear metrics
- Setting up escalation paths and resolution protocols
- Outlining governance structures: steering committees and working groups
- Integrating compliance, audit, and data privacy requirements
- Designing flexibility for future expansion across new functions
Module 4: Organizational Design and Workforce Strategy - Structuring the SSC leadership team: roles and responsibilities
- Selecting a center leader with operational and change capabilities
- Designing span of control and reporting lines
- Developing career paths and progression ladders for SSC staff
- Creating a staffing plan: FTEs, contractors, rotation programs
- Transferring employees from business units: legal and cultural factors
- Building a compelling employee value proposition for the SSC
- Designing performance metrics tied to quality and efficiency
- Establishing talent retention and engagement strategies
- Planning for succession and leadership development within the SSC
Module 5: Location Strategy and Site Selection - Key criteria for selecting a shared services location
- Evaluating cost, talent pool, infrastructure, and risk profile
- Comparing onshore, nearshore, and offshore options
- Assessing political, economic, and currency stability
- Understanding immigration and labor regulations
- Conducting viability assessments for multiple shortlisted locations
- Running total cost of ownership (TCO) comparisons
- Engaging local government and economic development agencies
- Setting up legal entity structures and tax implications
- Negotiating incentives and facility agreements
Module 6: Change Management and Stakeholder Engagement - Building a change management roadmap for SSC rollout
- Developing communication plans by stakeholder group
- Addressing union and workforce concerns proactively
- Creating a sponsorship coalition across senior leaders
- Hosting town halls and Q&A sessions with impacted teams
- Drafting transition FAQs and employee handbooks
- Managing perception: from cost-cutting to capability-building
- Developing metrics to track change adoption and sentiment
- Training business partners on new service interfaces
- Sustaining momentum during the first 100 days of operation
Module 7: Process Standardization and Harmonization - Identifying candidate processes for standardization
- Mapping current-state processes across business units
- Running gap analysis on process variations
- Selecting the golden copy process based on performance data
- Documenting standardized workflows with clear inputs and outputs
- Removing redundant approvals and unnecessary handoffs
- Validating harmonized processes with key users
- Creating process control documents and RACI matrices
- Incorporating automation opportunities in design phase
- Setting up continuous improvement cycles post-launch
Module 8: Technology Enablement and System Architecture - Evaluating ERP integration requirements for SSC functions
- Selecting the right workflow and case management tools
- Designing data flows between SSC and parent organizations
- Establishing system access controls and role-based permissions
- Deploying self-service portals for employees and managers
- Implementing robotic process automation (RPA) use cases
- Setting up document management and digital archiving
- Integrating analytics dashboards for real-time monitoring
- Ensuring cybersecurity, encryption, and data sovereignty
- Planning for cloud vs on-premise deployment decisions
Module 9: Performance Measurement and KPI Framework - Designing a balanced scorecard for the SSC
- Selecting financial KPIs: cost per transaction, savings realized
- Defining service KPIs: first-time resolution, turnaround time
- Tracking quality metrics: error rates, audit results, rework
- Measuring customer satisfaction with standardized surveys
- Establishing employee engagement and productivity benchmarks
- Creating visual dashboards for leadership reporting
- Setting targets with stretch goals and regular review cadence
- Incorporating benchmarking against industry peers
- Using data to drive quarterly continuous improvement initiatives
Module 10: Service Delivery and Customer Experience - Designing the customer journey for SSC service intake
- Creating service catalog with detailed descriptions and options
- Implementing multi-channel support: email, portal, phone
- Developing knowledge bases and help articles for self-help
- Training frontline staff on customer empathy and resolution
- Running voice-of-customer programs to capture feedback
- Reducing resolution time through root cause analysis
- Personalizing service delivery while maintaining standardization
- Handling escalations with speed and transparency
- Building trust through reliability, consistency, and proactive updates
Module 11: Governance, Risk, and Compliance Integration - Embedding compliance into every SSC process
- Mapping controls to regulatory frameworks (SOX, GDPR, HIPAA)
- Designing internal audit readiness from day one
- Integrating risk assessment into process design
- Establishing segregation of duties and approval hierarchies
- Documenting control evidence for external auditors
- Conducting quarterly compliance training for SSC staff
- Managing data privacy across geographies and systems
- Responding to audit findings with corrective action plans
- Reporting compliance status to enterprise risk management
Module 12: Financial Management and Cost Transparency - Building a detailed SSC budget with capex and opex components
- Allocating shared costs across business units fairly
- Developing chargeback and showback models
- Creating monthly financial reports for transparency
- Tracking actual vs forecasted performance
- Managing vendor contracts and procurement processes
- Optimizing spend on technology, real estate, and talent
- Reconciling intercompany accounting transactions
- Reporting on cost avoidance and efficiency gains
- Aligning SSC funding model with enterprise finance policies
Module 13: Talent Development and Capability Building - Designing onboarding programs for new SSC hires
- Creating modular training curriculum by role
- Implementing knowledge retention and transfer protocols
- Running certification programs for process expertise
- Developing multilingual and multicultural competencies
- Establishing mentorship and coaching structures
- Launching continuous learning with micro-modules
- Measuring training effectiveness with Kirkpatrick model
- Building functional expertise in finance, HR, procurement
- Fostering leadership development for high-potential talent
Module 14: Continuous Improvement and Innovation - Embedding Kaizen and Lean principles in daily operations
- Running process mining to identify bottlenecks
- Launching ideation programs for employee suggestions
- Implementing Six Sigma for defect reduction
- Conducting quarterly process health checks
- Using root cause analysis for recurring issues
- Introducing automation labs for innovation pilots
- Testing AI and cognitive solutions in high-volume tasks
- Scaling improvements across multiple processes
- Recognizing and rewarding improvement contributions
Module 15: Scaling and Expanding the Shared Services Center - Assessing readiness for adding new functions to the SSC
- Developing an expansion roadmap with phased approach
- Integrating acquired companies’ processes into the SSC
- Launching centers of excellence within the SSC
- Adding international delivery locations
- Creating a franchise model for other divisions to adopt
- Measuring scalability limits and capacity planning
- Balancing standardization with regional customization
- Managing cross-border tax and labor complexities
- Positioning the SSC as a profit center with external clients
Module 16: Integration with Global Business Services (GBS) - Understanding the evolution from SSC to GBS
- Integrating strategic sourcing and procurement
- Adding analytics, data management, and decision support
- Expanding into contract management and legal support
- Incorporating IT service management functions
- Developing advanced analytics capabilities within the center
- Offering consulting and project support to business units
- Creating a dual operating model: execution and innovation
- Building partnerships with external service providers
- Measuring GBS value beyond cost: innovation, agility, insights
Module 17: Implementation Roadmapping and Execution - Developing a 90-day launch plan with milestones
- Creating a detailed work breakdown structure
- Assigning accountability with RACI charts
- Running parallel operations during transition phase
- Validating data migration and system integration
- Conducting end-to-end testing and user acceptance
- Running a soft launch with limited scope
- Managing cutover with zero downtime planning
- Maintaining support during stabilization period
- Handing over to BAU with clear transition sign-off
Module 18: Leadership, Culture, and Executive Influence - Developing executive communication skills for transformation leaders
- Building credibility through data, not opinion
- Presenting progress with storytelling and visuals
- Navigating corporate politics and power dynamics
- Leading through influence without direct authority
- Creating a high-performance culture in the SSC
- Modeling accountability, urgency, and precision
- Fostering inclusion and psychological safety
- Coaching teams through ambiguity and change
- Establishing personal leadership brand as a change agent
Module 19: Practical Application and Hands-On Projects - Drafting your SSC charter with mission and vision statements
- Building your stakeholder influence map
- Creating a financial model tailored to your organization
- Designing your target operating model canvas
- Developing a process harmonization plan
- Writing a vendor RFP for technology tools
- Creating a sample SLA for accounts payable
- Designing a pilot rollout for one core process
- Running a change impact assessment
- Building a 12-month roadmap with governance checkpoints
Module 20: Certification, Next Steps, and Career Advancement - Finalizing your board-ready shared services proposal
- Submitting your capstone project for review
- Receiving personalized feedback from instructors
- Tracking completion progress with digital checklist
- Earning your Certificate of Completion issued by The Art of Service
- Adding the credential to LinkedIn and professional profiles
- Leveraging the certification in performance reviews and promotions
- Accessing exclusive alumni resources and templates
- Joining a global network of shared services leaders
- Planning your next career move: from manager to transformation leader
- Key criteria for selecting a shared services location
- Evaluating cost, talent pool, infrastructure, and risk profile
- Comparing onshore, nearshore, and offshore options
- Assessing political, economic, and currency stability
- Understanding immigration and labor regulations
- Conducting viability assessments for multiple shortlisted locations
- Running total cost of ownership (TCO) comparisons
- Engaging local government and economic development agencies
- Setting up legal entity structures and tax implications
- Negotiating incentives and facility agreements
Module 6: Change Management and Stakeholder Engagement - Building a change management roadmap for SSC rollout
- Developing communication plans by stakeholder group
- Addressing union and workforce concerns proactively
- Creating a sponsorship coalition across senior leaders
- Hosting town halls and Q&A sessions with impacted teams
- Drafting transition FAQs and employee handbooks
- Managing perception: from cost-cutting to capability-building
- Developing metrics to track change adoption and sentiment
- Training business partners on new service interfaces
- Sustaining momentum during the first 100 days of operation
Module 7: Process Standardization and Harmonization - Identifying candidate processes for standardization
- Mapping current-state processes across business units
- Running gap analysis on process variations
- Selecting the golden copy process based on performance data
- Documenting standardized workflows with clear inputs and outputs
- Removing redundant approvals and unnecessary handoffs
- Validating harmonized processes with key users
- Creating process control documents and RACI matrices
- Incorporating automation opportunities in design phase
- Setting up continuous improvement cycles post-launch
Module 8: Technology Enablement and System Architecture - Evaluating ERP integration requirements for SSC functions
- Selecting the right workflow and case management tools
- Designing data flows between SSC and parent organizations
- Establishing system access controls and role-based permissions
- Deploying self-service portals for employees and managers
- Implementing robotic process automation (RPA) use cases
- Setting up document management and digital archiving
- Integrating analytics dashboards for real-time monitoring
- Ensuring cybersecurity, encryption, and data sovereignty
- Planning for cloud vs on-premise deployment decisions
Module 9: Performance Measurement and KPI Framework - Designing a balanced scorecard for the SSC
- Selecting financial KPIs: cost per transaction, savings realized
- Defining service KPIs: first-time resolution, turnaround time
- Tracking quality metrics: error rates, audit results, rework
- Measuring customer satisfaction with standardized surveys
- Establishing employee engagement and productivity benchmarks
- Creating visual dashboards for leadership reporting
- Setting targets with stretch goals and regular review cadence
- Incorporating benchmarking against industry peers
- Using data to drive quarterly continuous improvement initiatives
Module 10: Service Delivery and Customer Experience - Designing the customer journey for SSC service intake
- Creating service catalog with detailed descriptions and options
- Implementing multi-channel support: email, portal, phone
- Developing knowledge bases and help articles for self-help
- Training frontline staff on customer empathy and resolution
- Running voice-of-customer programs to capture feedback
- Reducing resolution time through root cause analysis
- Personalizing service delivery while maintaining standardization
- Handling escalations with speed and transparency
- Building trust through reliability, consistency, and proactive updates
Module 11: Governance, Risk, and Compliance Integration - Embedding compliance into every SSC process
- Mapping controls to regulatory frameworks (SOX, GDPR, HIPAA)
- Designing internal audit readiness from day one
- Integrating risk assessment into process design
- Establishing segregation of duties and approval hierarchies
- Documenting control evidence for external auditors
- Conducting quarterly compliance training for SSC staff
- Managing data privacy across geographies and systems
- Responding to audit findings with corrective action plans
- Reporting compliance status to enterprise risk management
Module 12: Financial Management and Cost Transparency - Building a detailed SSC budget with capex and opex components
- Allocating shared costs across business units fairly
- Developing chargeback and showback models
- Creating monthly financial reports for transparency
- Tracking actual vs forecasted performance
- Managing vendor contracts and procurement processes
- Optimizing spend on technology, real estate, and talent
- Reconciling intercompany accounting transactions
- Reporting on cost avoidance and efficiency gains
- Aligning SSC funding model with enterprise finance policies
Module 13: Talent Development and Capability Building - Designing onboarding programs for new SSC hires
- Creating modular training curriculum by role
- Implementing knowledge retention and transfer protocols
- Running certification programs for process expertise
- Developing multilingual and multicultural competencies
- Establishing mentorship and coaching structures
- Launching continuous learning with micro-modules
- Measuring training effectiveness with Kirkpatrick model
- Building functional expertise in finance, HR, procurement
- Fostering leadership development for high-potential talent
Module 14: Continuous Improvement and Innovation - Embedding Kaizen and Lean principles in daily operations
- Running process mining to identify bottlenecks
- Launching ideation programs for employee suggestions
- Implementing Six Sigma for defect reduction
- Conducting quarterly process health checks
- Using root cause analysis for recurring issues
- Introducing automation labs for innovation pilots
- Testing AI and cognitive solutions in high-volume tasks
- Scaling improvements across multiple processes
- Recognizing and rewarding improvement contributions
Module 15: Scaling and Expanding the Shared Services Center - Assessing readiness for adding new functions to the SSC
- Developing an expansion roadmap with phased approach
- Integrating acquired companies’ processes into the SSC
- Launching centers of excellence within the SSC
- Adding international delivery locations
- Creating a franchise model for other divisions to adopt
- Measuring scalability limits and capacity planning
- Balancing standardization with regional customization
- Managing cross-border tax and labor complexities
- Positioning the SSC as a profit center with external clients
Module 16: Integration with Global Business Services (GBS) - Understanding the evolution from SSC to GBS
- Integrating strategic sourcing and procurement
- Adding analytics, data management, and decision support
- Expanding into contract management and legal support
- Incorporating IT service management functions
- Developing advanced analytics capabilities within the center
- Offering consulting and project support to business units
- Creating a dual operating model: execution and innovation
- Building partnerships with external service providers
- Measuring GBS value beyond cost: innovation, agility, insights
Module 17: Implementation Roadmapping and Execution - Developing a 90-day launch plan with milestones
- Creating a detailed work breakdown structure
- Assigning accountability with RACI charts
- Running parallel operations during transition phase
- Validating data migration and system integration
- Conducting end-to-end testing and user acceptance
- Running a soft launch with limited scope
- Managing cutover with zero downtime planning
- Maintaining support during stabilization period
- Handing over to BAU with clear transition sign-off
Module 18: Leadership, Culture, and Executive Influence - Developing executive communication skills for transformation leaders
- Building credibility through data, not opinion
- Presenting progress with storytelling and visuals
- Navigating corporate politics and power dynamics
- Leading through influence without direct authority
- Creating a high-performance culture in the SSC
- Modeling accountability, urgency, and precision
- Fostering inclusion and psychological safety
- Coaching teams through ambiguity and change
- Establishing personal leadership brand as a change agent
Module 19: Practical Application and Hands-On Projects - Drafting your SSC charter with mission and vision statements
- Building your stakeholder influence map
- Creating a financial model tailored to your organization
- Designing your target operating model canvas
- Developing a process harmonization plan
- Writing a vendor RFP for technology tools
- Creating a sample SLA for accounts payable
- Designing a pilot rollout for one core process
- Running a change impact assessment
- Building a 12-month roadmap with governance checkpoints
Module 20: Certification, Next Steps, and Career Advancement - Finalizing your board-ready shared services proposal
- Submitting your capstone project for review
- Receiving personalized feedback from instructors
- Tracking completion progress with digital checklist
- Earning your Certificate of Completion issued by The Art of Service
- Adding the credential to LinkedIn and professional profiles
- Leveraging the certification in performance reviews and promotions
- Accessing exclusive alumni resources and templates
- Joining a global network of shared services leaders
- Planning your next career move: from manager to transformation leader
- Identifying candidate processes for standardization
- Mapping current-state processes across business units
- Running gap analysis on process variations
- Selecting the golden copy process based on performance data
- Documenting standardized workflows with clear inputs and outputs
- Removing redundant approvals and unnecessary handoffs
- Validating harmonized processes with key users
- Creating process control documents and RACI matrices
- Incorporating automation opportunities in design phase
- Setting up continuous improvement cycles post-launch
Module 8: Technology Enablement and System Architecture - Evaluating ERP integration requirements for SSC functions
- Selecting the right workflow and case management tools
- Designing data flows between SSC and parent organizations
- Establishing system access controls and role-based permissions
- Deploying self-service portals for employees and managers
- Implementing robotic process automation (RPA) use cases
- Setting up document management and digital archiving
- Integrating analytics dashboards for real-time monitoring
- Ensuring cybersecurity, encryption, and data sovereignty
- Planning for cloud vs on-premise deployment decisions
Module 9: Performance Measurement and KPI Framework - Designing a balanced scorecard for the SSC
- Selecting financial KPIs: cost per transaction, savings realized
- Defining service KPIs: first-time resolution, turnaround time
- Tracking quality metrics: error rates, audit results, rework
- Measuring customer satisfaction with standardized surveys
- Establishing employee engagement and productivity benchmarks
- Creating visual dashboards for leadership reporting
- Setting targets with stretch goals and regular review cadence
- Incorporating benchmarking against industry peers
- Using data to drive quarterly continuous improvement initiatives
Module 10: Service Delivery and Customer Experience - Designing the customer journey for SSC service intake
- Creating service catalog with detailed descriptions and options
- Implementing multi-channel support: email, portal, phone
- Developing knowledge bases and help articles for self-help
- Training frontline staff on customer empathy and resolution
- Running voice-of-customer programs to capture feedback
- Reducing resolution time through root cause analysis
- Personalizing service delivery while maintaining standardization
- Handling escalations with speed and transparency
- Building trust through reliability, consistency, and proactive updates
Module 11: Governance, Risk, and Compliance Integration - Embedding compliance into every SSC process
- Mapping controls to regulatory frameworks (SOX, GDPR, HIPAA)
- Designing internal audit readiness from day one
- Integrating risk assessment into process design
- Establishing segregation of duties and approval hierarchies
- Documenting control evidence for external auditors
- Conducting quarterly compliance training for SSC staff
- Managing data privacy across geographies and systems
- Responding to audit findings with corrective action plans
- Reporting compliance status to enterprise risk management
Module 12: Financial Management and Cost Transparency - Building a detailed SSC budget with capex and opex components
- Allocating shared costs across business units fairly
- Developing chargeback and showback models
- Creating monthly financial reports for transparency
- Tracking actual vs forecasted performance
- Managing vendor contracts and procurement processes
- Optimizing spend on technology, real estate, and talent
- Reconciling intercompany accounting transactions
- Reporting on cost avoidance and efficiency gains
- Aligning SSC funding model with enterprise finance policies
Module 13: Talent Development and Capability Building - Designing onboarding programs for new SSC hires
- Creating modular training curriculum by role
- Implementing knowledge retention and transfer protocols
- Running certification programs for process expertise
- Developing multilingual and multicultural competencies
- Establishing mentorship and coaching structures
- Launching continuous learning with micro-modules
- Measuring training effectiveness with Kirkpatrick model
- Building functional expertise in finance, HR, procurement
- Fostering leadership development for high-potential talent
Module 14: Continuous Improvement and Innovation - Embedding Kaizen and Lean principles in daily operations
- Running process mining to identify bottlenecks
- Launching ideation programs for employee suggestions
- Implementing Six Sigma for defect reduction
- Conducting quarterly process health checks
- Using root cause analysis for recurring issues
- Introducing automation labs for innovation pilots
- Testing AI and cognitive solutions in high-volume tasks
- Scaling improvements across multiple processes
- Recognizing and rewarding improvement contributions
Module 15: Scaling and Expanding the Shared Services Center - Assessing readiness for adding new functions to the SSC
- Developing an expansion roadmap with phased approach
- Integrating acquired companies’ processes into the SSC
- Launching centers of excellence within the SSC
- Adding international delivery locations
- Creating a franchise model for other divisions to adopt
- Measuring scalability limits and capacity planning
- Balancing standardization with regional customization
- Managing cross-border tax and labor complexities
- Positioning the SSC as a profit center with external clients
Module 16: Integration with Global Business Services (GBS) - Understanding the evolution from SSC to GBS
- Integrating strategic sourcing and procurement
- Adding analytics, data management, and decision support
- Expanding into contract management and legal support
- Incorporating IT service management functions
- Developing advanced analytics capabilities within the center
- Offering consulting and project support to business units
- Creating a dual operating model: execution and innovation
- Building partnerships with external service providers
- Measuring GBS value beyond cost: innovation, agility, insights
Module 17: Implementation Roadmapping and Execution - Developing a 90-day launch plan with milestones
- Creating a detailed work breakdown structure
- Assigning accountability with RACI charts
- Running parallel operations during transition phase
- Validating data migration and system integration
- Conducting end-to-end testing and user acceptance
- Running a soft launch with limited scope
- Managing cutover with zero downtime planning
- Maintaining support during stabilization period
- Handing over to BAU with clear transition sign-off
Module 18: Leadership, Culture, and Executive Influence - Developing executive communication skills for transformation leaders
- Building credibility through data, not opinion
- Presenting progress with storytelling and visuals
- Navigating corporate politics and power dynamics
- Leading through influence without direct authority
- Creating a high-performance culture in the SSC
- Modeling accountability, urgency, and precision
- Fostering inclusion and psychological safety
- Coaching teams through ambiguity and change
- Establishing personal leadership brand as a change agent
Module 19: Practical Application and Hands-On Projects - Drafting your SSC charter with mission and vision statements
- Building your stakeholder influence map
- Creating a financial model tailored to your organization
- Designing your target operating model canvas
- Developing a process harmonization plan
- Writing a vendor RFP for technology tools
- Creating a sample SLA for accounts payable
- Designing a pilot rollout for one core process
- Running a change impact assessment
- Building a 12-month roadmap with governance checkpoints
Module 20: Certification, Next Steps, and Career Advancement - Finalizing your board-ready shared services proposal
- Submitting your capstone project for review
- Receiving personalized feedback from instructors
- Tracking completion progress with digital checklist
- Earning your Certificate of Completion issued by The Art of Service
- Adding the credential to LinkedIn and professional profiles
- Leveraging the certification in performance reviews and promotions
- Accessing exclusive alumni resources and templates
- Joining a global network of shared services leaders
- Planning your next career move: from manager to transformation leader
- Designing a balanced scorecard for the SSC
- Selecting financial KPIs: cost per transaction, savings realized
- Defining service KPIs: first-time resolution, turnaround time
- Tracking quality metrics: error rates, audit results, rework
- Measuring customer satisfaction with standardized surveys
- Establishing employee engagement and productivity benchmarks
- Creating visual dashboards for leadership reporting
- Setting targets with stretch goals and regular review cadence
- Incorporating benchmarking against industry peers
- Using data to drive quarterly continuous improvement initiatives
Module 10: Service Delivery and Customer Experience - Designing the customer journey for SSC service intake
- Creating service catalog with detailed descriptions and options
- Implementing multi-channel support: email, portal, phone
- Developing knowledge bases and help articles for self-help
- Training frontline staff on customer empathy and resolution
- Running voice-of-customer programs to capture feedback
- Reducing resolution time through root cause analysis
- Personalizing service delivery while maintaining standardization
- Handling escalations with speed and transparency
- Building trust through reliability, consistency, and proactive updates
Module 11: Governance, Risk, and Compliance Integration - Embedding compliance into every SSC process
- Mapping controls to regulatory frameworks (SOX, GDPR, HIPAA)
- Designing internal audit readiness from day one
- Integrating risk assessment into process design
- Establishing segregation of duties and approval hierarchies
- Documenting control evidence for external auditors
- Conducting quarterly compliance training for SSC staff
- Managing data privacy across geographies and systems
- Responding to audit findings with corrective action plans
- Reporting compliance status to enterprise risk management
Module 12: Financial Management and Cost Transparency - Building a detailed SSC budget with capex and opex components
- Allocating shared costs across business units fairly
- Developing chargeback and showback models
- Creating monthly financial reports for transparency
- Tracking actual vs forecasted performance
- Managing vendor contracts and procurement processes
- Optimizing spend on technology, real estate, and talent
- Reconciling intercompany accounting transactions
- Reporting on cost avoidance and efficiency gains
- Aligning SSC funding model with enterprise finance policies
Module 13: Talent Development and Capability Building - Designing onboarding programs for new SSC hires
- Creating modular training curriculum by role
- Implementing knowledge retention and transfer protocols
- Running certification programs for process expertise
- Developing multilingual and multicultural competencies
- Establishing mentorship and coaching structures
- Launching continuous learning with micro-modules
- Measuring training effectiveness with Kirkpatrick model
- Building functional expertise in finance, HR, procurement
- Fostering leadership development for high-potential talent
Module 14: Continuous Improvement and Innovation - Embedding Kaizen and Lean principles in daily operations
- Running process mining to identify bottlenecks
- Launching ideation programs for employee suggestions
- Implementing Six Sigma for defect reduction
- Conducting quarterly process health checks
- Using root cause analysis for recurring issues
- Introducing automation labs for innovation pilots
- Testing AI and cognitive solutions in high-volume tasks
- Scaling improvements across multiple processes
- Recognizing and rewarding improvement contributions
Module 15: Scaling and Expanding the Shared Services Center - Assessing readiness for adding new functions to the SSC
- Developing an expansion roadmap with phased approach
- Integrating acquired companies’ processes into the SSC
- Launching centers of excellence within the SSC
- Adding international delivery locations
- Creating a franchise model for other divisions to adopt
- Measuring scalability limits and capacity planning
- Balancing standardization with regional customization
- Managing cross-border tax and labor complexities
- Positioning the SSC as a profit center with external clients
Module 16: Integration with Global Business Services (GBS) - Understanding the evolution from SSC to GBS
- Integrating strategic sourcing and procurement
- Adding analytics, data management, and decision support
- Expanding into contract management and legal support
- Incorporating IT service management functions
- Developing advanced analytics capabilities within the center
- Offering consulting and project support to business units
- Creating a dual operating model: execution and innovation
- Building partnerships with external service providers
- Measuring GBS value beyond cost: innovation, agility, insights
Module 17: Implementation Roadmapping and Execution - Developing a 90-day launch plan with milestones
- Creating a detailed work breakdown structure
- Assigning accountability with RACI charts
- Running parallel operations during transition phase
- Validating data migration and system integration
- Conducting end-to-end testing and user acceptance
- Running a soft launch with limited scope
- Managing cutover with zero downtime planning
- Maintaining support during stabilization period
- Handing over to BAU with clear transition sign-off
Module 18: Leadership, Culture, and Executive Influence - Developing executive communication skills for transformation leaders
- Building credibility through data, not opinion
- Presenting progress with storytelling and visuals
- Navigating corporate politics and power dynamics
- Leading through influence without direct authority
- Creating a high-performance culture in the SSC
- Modeling accountability, urgency, and precision
- Fostering inclusion and psychological safety
- Coaching teams through ambiguity and change
- Establishing personal leadership brand as a change agent
Module 19: Practical Application and Hands-On Projects - Drafting your SSC charter with mission and vision statements
- Building your stakeholder influence map
- Creating a financial model tailored to your organization
- Designing your target operating model canvas
- Developing a process harmonization plan
- Writing a vendor RFP for technology tools
- Creating a sample SLA for accounts payable
- Designing a pilot rollout for one core process
- Running a change impact assessment
- Building a 12-month roadmap with governance checkpoints
Module 20: Certification, Next Steps, and Career Advancement - Finalizing your board-ready shared services proposal
- Submitting your capstone project for review
- Receiving personalized feedback from instructors
- Tracking completion progress with digital checklist
- Earning your Certificate of Completion issued by The Art of Service
- Adding the credential to LinkedIn and professional profiles
- Leveraging the certification in performance reviews and promotions
- Accessing exclusive alumni resources and templates
- Joining a global network of shared services leaders
- Planning your next career move: from manager to transformation leader
- Embedding compliance into every SSC process
- Mapping controls to regulatory frameworks (SOX, GDPR, HIPAA)
- Designing internal audit readiness from day one
- Integrating risk assessment into process design
- Establishing segregation of duties and approval hierarchies
- Documenting control evidence for external auditors
- Conducting quarterly compliance training for SSC staff
- Managing data privacy across geographies and systems
- Responding to audit findings with corrective action plans
- Reporting compliance status to enterprise risk management
Module 12: Financial Management and Cost Transparency - Building a detailed SSC budget with capex and opex components
- Allocating shared costs across business units fairly
- Developing chargeback and showback models
- Creating monthly financial reports for transparency
- Tracking actual vs forecasted performance
- Managing vendor contracts and procurement processes
- Optimizing spend on technology, real estate, and talent
- Reconciling intercompany accounting transactions
- Reporting on cost avoidance and efficiency gains
- Aligning SSC funding model with enterprise finance policies
Module 13: Talent Development and Capability Building - Designing onboarding programs for new SSC hires
- Creating modular training curriculum by role
- Implementing knowledge retention and transfer protocols
- Running certification programs for process expertise
- Developing multilingual and multicultural competencies
- Establishing mentorship and coaching structures
- Launching continuous learning with micro-modules
- Measuring training effectiveness with Kirkpatrick model
- Building functional expertise in finance, HR, procurement
- Fostering leadership development for high-potential talent
Module 14: Continuous Improvement and Innovation - Embedding Kaizen and Lean principles in daily operations
- Running process mining to identify bottlenecks
- Launching ideation programs for employee suggestions
- Implementing Six Sigma for defect reduction
- Conducting quarterly process health checks
- Using root cause analysis for recurring issues
- Introducing automation labs for innovation pilots
- Testing AI and cognitive solutions in high-volume tasks
- Scaling improvements across multiple processes
- Recognizing and rewarding improvement contributions
Module 15: Scaling and Expanding the Shared Services Center - Assessing readiness for adding new functions to the SSC
- Developing an expansion roadmap with phased approach
- Integrating acquired companies’ processes into the SSC
- Launching centers of excellence within the SSC
- Adding international delivery locations
- Creating a franchise model for other divisions to adopt
- Measuring scalability limits and capacity planning
- Balancing standardization with regional customization
- Managing cross-border tax and labor complexities
- Positioning the SSC as a profit center with external clients
Module 16: Integration with Global Business Services (GBS) - Understanding the evolution from SSC to GBS
- Integrating strategic sourcing and procurement
- Adding analytics, data management, and decision support
- Expanding into contract management and legal support
- Incorporating IT service management functions
- Developing advanced analytics capabilities within the center
- Offering consulting and project support to business units
- Creating a dual operating model: execution and innovation
- Building partnerships with external service providers
- Measuring GBS value beyond cost: innovation, agility, insights
Module 17: Implementation Roadmapping and Execution - Developing a 90-day launch plan with milestones
- Creating a detailed work breakdown structure
- Assigning accountability with RACI charts
- Running parallel operations during transition phase
- Validating data migration and system integration
- Conducting end-to-end testing and user acceptance
- Running a soft launch with limited scope
- Managing cutover with zero downtime planning
- Maintaining support during stabilization period
- Handing over to BAU with clear transition sign-off
Module 18: Leadership, Culture, and Executive Influence - Developing executive communication skills for transformation leaders
- Building credibility through data, not opinion
- Presenting progress with storytelling and visuals
- Navigating corporate politics and power dynamics
- Leading through influence without direct authority
- Creating a high-performance culture in the SSC
- Modeling accountability, urgency, and precision
- Fostering inclusion and psychological safety
- Coaching teams through ambiguity and change
- Establishing personal leadership brand as a change agent
Module 19: Practical Application and Hands-On Projects - Drafting your SSC charter with mission and vision statements
- Building your stakeholder influence map
- Creating a financial model tailored to your organization
- Designing your target operating model canvas
- Developing a process harmonization plan
- Writing a vendor RFP for technology tools
- Creating a sample SLA for accounts payable
- Designing a pilot rollout for one core process
- Running a change impact assessment
- Building a 12-month roadmap with governance checkpoints
Module 20: Certification, Next Steps, and Career Advancement - Finalizing your board-ready shared services proposal
- Submitting your capstone project for review
- Receiving personalized feedback from instructors
- Tracking completion progress with digital checklist
- Earning your Certificate of Completion issued by The Art of Service
- Adding the credential to LinkedIn and professional profiles
- Leveraging the certification in performance reviews and promotions
- Accessing exclusive alumni resources and templates
- Joining a global network of shared services leaders
- Planning your next career move: from manager to transformation leader
- Designing onboarding programs for new SSC hires
- Creating modular training curriculum by role
- Implementing knowledge retention and transfer protocols
- Running certification programs for process expertise
- Developing multilingual and multicultural competencies
- Establishing mentorship and coaching structures
- Launching continuous learning with micro-modules
- Measuring training effectiveness with Kirkpatrick model
- Building functional expertise in finance, HR, procurement
- Fostering leadership development for high-potential talent
Module 14: Continuous Improvement and Innovation - Embedding Kaizen and Lean principles in daily operations
- Running process mining to identify bottlenecks
- Launching ideation programs for employee suggestions
- Implementing Six Sigma for defect reduction
- Conducting quarterly process health checks
- Using root cause analysis for recurring issues
- Introducing automation labs for innovation pilots
- Testing AI and cognitive solutions in high-volume tasks
- Scaling improvements across multiple processes
- Recognizing and rewarding improvement contributions
Module 15: Scaling and Expanding the Shared Services Center - Assessing readiness for adding new functions to the SSC
- Developing an expansion roadmap with phased approach
- Integrating acquired companies’ processes into the SSC
- Launching centers of excellence within the SSC
- Adding international delivery locations
- Creating a franchise model for other divisions to adopt
- Measuring scalability limits and capacity planning
- Balancing standardization with regional customization
- Managing cross-border tax and labor complexities
- Positioning the SSC as a profit center with external clients
Module 16: Integration with Global Business Services (GBS) - Understanding the evolution from SSC to GBS
- Integrating strategic sourcing and procurement
- Adding analytics, data management, and decision support
- Expanding into contract management and legal support
- Incorporating IT service management functions
- Developing advanced analytics capabilities within the center
- Offering consulting and project support to business units
- Creating a dual operating model: execution and innovation
- Building partnerships with external service providers
- Measuring GBS value beyond cost: innovation, agility, insights
Module 17: Implementation Roadmapping and Execution - Developing a 90-day launch plan with milestones
- Creating a detailed work breakdown structure
- Assigning accountability with RACI charts
- Running parallel operations during transition phase
- Validating data migration and system integration
- Conducting end-to-end testing and user acceptance
- Running a soft launch with limited scope
- Managing cutover with zero downtime planning
- Maintaining support during stabilization period
- Handing over to BAU with clear transition sign-off
Module 18: Leadership, Culture, and Executive Influence - Developing executive communication skills for transformation leaders
- Building credibility through data, not opinion
- Presenting progress with storytelling and visuals
- Navigating corporate politics and power dynamics
- Leading through influence without direct authority
- Creating a high-performance culture in the SSC
- Modeling accountability, urgency, and precision
- Fostering inclusion and psychological safety
- Coaching teams through ambiguity and change
- Establishing personal leadership brand as a change agent
Module 19: Practical Application and Hands-On Projects - Drafting your SSC charter with mission and vision statements
- Building your stakeholder influence map
- Creating a financial model tailored to your organization
- Designing your target operating model canvas
- Developing a process harmonization plan
- Writing a vendor RFP for technology tools
- Creating a sample SLA for accounts payable
- Designing a pilot rollout for one core process
- Running a change impact assessment
- Building a 12-month roadmap with governance checkpoints
Module 20: Certification, Next Steps, and Career Advancement - Finalizing your board-ready shared services proposal
- Submitting your capstone project for review
- Receiving personalized feedback from instructors
- Tracking completion progress with digital checklist
- Earning your Certificate of Completion issued by The Art of Service
- Adding the credential to LinkedIn and professional profiles
- Leveraging the certification in performance reviews and promotions
- Accessing exclusive alumni resources and templates
- Joining a global network of shared services leaders
- Planning your next career move: from manager to transformation leader
- Assessing readiness for adding new functions to the SSC
- Developing an expansion roadmap with phased approach
- Integrating acquired companies’ processes into the SSC
- Launching centers of excellence within the SSC
- Adding international delivery locations
- Creating a franchise model for other divisions to adopt
- Measuring scalability limits and capacity planning
- Balancing standardization with regional customization
- Managing cross-border tax and labor complexities
- Positioning the SSC as a profit center with external clients
Module 16: Integration with Global Business Services (GBS) - Understanding the evolution from SSC to GBS
- Integrating strategic sourcing and procurement
- Adding analytics, data management, and decision support
- Expanding into contract management and legal support
- Incorporating IT service management functions
- Developing advanced analytics capabilities within the center
- Offering consulting and project support to business units
- Creating a dual operating model: execution and innovation
- Building partnerships with external service providers
- Measuring GBS value beyond cost: innovation, agility, insights
Module 17: Implementation Roadmapping and Execution - Developing a 90-day launch plan with milestones
- Creating a detailed work breakdown structure
- Assigning accountability with RACI charts
- Running parallel operations during transition phase
- Validating data migration and system integration
- Conducting end-to-end testing and user acceptance
- Running a soft launch with limited scope
- Managing cutover with zero downtime planning
- Maintaining support during stabilization period
- Handing over to BAU with clear transition sign-off
Module 18: Leadership, Culture, and Executive Influence - Developing executive communication skills for transformation leaders
- Building credibility through data, not opinion
- Presenting progress with storytelling and visuals
- Navigating corporate politics and power dynamics
- Leading through influence without direct authority
- Creating a high-performance culture in the SSC
- Modeling accountability, urgency, and precision
- Fostering inclusion and psychological safety
- Coaching teams through ambiguity and change
- Establishing personal leadership brand as a change agent
Module 19: Practical Application and Hands-On Projects - Drafting your SSC charter with mission and vision statements
- Building your stakeholder influence map
- Creating a financial model tailored to your organization
- Designing your target operating model canvas
- Developing a process harmonization plan
- Writing a vendor RFP for technology tools
- Creating a sample SLA for accounts payable
- Designing a pilot rollout for one core process
- Running a change impact assessment
- Building a 12-month roadmap with governance checkpoints
Module 20: Certification, Next Steps, and Career Advancement - Finalizing your board-ready shared services proposal
- Submitting your capstone project for review
- Receiving personalized feedback from instructors
- Tracking completion progress with digital checklist
- Earning your Certificate of Completion issued by The Art of Service
- Adding the credential to LinkedIn and professional profiles
- Leveraging the certification in performance reviews and promotions
- Accessing exclusive alumni resources and templates
- Joining a global network of shared services leaders
- Planning your next career move: from manager to transformation leader
- Developing a 90-day launch plan with milestones
- Creating a detailed work breakdown structure
- Assigning accountability with RACI charts
- Running parallel operations during transition phase
- Validating data migration and system integration
- Conducting end-to-end testing and user acceptance
- Running a soft launch with limited scope
- Managing cutover with zero downtime planning
- Maintaining support during stabilization period
- Handing over to BAU with clear transition sign-off
Module 18: Leadership, Culture, and Executive Influence - Developing executive communication skills for transformation leaders
- Building credibility through data, not opinion
- Presenting progress with storytelling and visuals
- Navigating corporate politics and power dynamics
- Leading through influence without direct authority
- Creating a high-performance culture in the SSC
- Modeling accountability, urgency, and precision
- Fostering inclusion and psychological safety
- Coaching teams through ambiguity and change
- Establishing personal leadership brand as a change agent
Module 19: Practical Application and Hands-On Projects - Drafting your SSC charter with mission and vision statements
- Building your stakeholder influence map
- Creating a financial model tailored to your organization
- Designing your target operating model canvas
- Developing a process harmonization plan
- Writing a vendor RFP for technology tools
- Creating a sample SLA for accounts payable
- Designing a pilot rollout for one core process
- Running a change impact assessment
- Building a 12-month roadmap with governance checkpoints
Module 20: Certification, Next Steps, and Career Advancement - Finalizing your board-ready shared services proposal
- Submitting your capstone project for review
- Receiving personalized feedback from instructors
- Tracking completion progress with digital checklist
- Earning your Certificate of Completion issued by The Art of Service
- Adding the credential to LinkedIn and professional profiles
- Leveraging the certification in performance reviews and promotions
- Accessing exclusive alumni resources and templates
- Joining a global network of shared services leaders
- Planning your next career move: from manager to transformation leader
- Drafting your SSC charter with mission and vision statements
- Building your stakeholder influence map
- Creating a financial model tailored to your organization
- Designing your target operating model canvas
- Developing a process harmonization plan
- Writing a vendor RFP for technology tools
- Creating a sample SLA for accounts payable
- Designing a pilot rollout for one core process
- Running a change impact assessment
- Building a 12-month roadmap with governance checkpoints