COURSE FORMAT & DELIVERY DETAILS Learn On Your Terms-With Complete Flexibility and Zero Risk
This course is designed for professionals who demand control, clarity, and confidence in every step of their learning journey. You’ll gain self-paced access to a comprehensive, expert-developed curriculum that adapts to your schedule, not the other way around. There are no fixed start dates, no rigid timelines, and no pressure to keep up. You progress at your own speed, whenever and wherever it suits you. Immediate Online Access with Lifetime Learning Rights
Once enrolled, you receive instant online access to the full course content. You are granted lifetime access, meaning you can revisit, relearn, and refresh your knowledge whenever needed. Future updates and enhancements are included at no extra cost. The material evolves with global best practices, and you benefit from every improvement-forever. Designed for Busy Professionals: Fast Results, Real Impact
Most learners complete the course in 6 to 8 weeks when dedicating 4 to 5 hours per week. However, many report applying core frameworks to their work within the first 72 hours. The content is structured to deliver tangible results quickly, from optimizing team workflows to implementing service-level agreements that drive accountability and performance. Accessible Anywhere, Anytime-Desktop or Mobile
The course interface is fully mobile-friendly, supporting seamless learning across devices. Whether you’re at your desk, on a commute, or traveling internationally, your progress syncs automatically. Access is available 24/7 from any location with an internet connection, ensuring uninterrupted continuity no matter your time zone or work pattern. Direct Instructor Support and Expert Guidance
You are not learning in isolation. This course includes direct, responsive instructor support through structured feedback channels. Whether you're clarifying a governance model, refining an operating framework, or designing a performance dashboard, expert guidance is available to ensure your application is accurate, effective, and aligned with industry benchmarks. Certification That Opens Doors
Upon completion, you will earn a Certificate of Completion issued by The Art of Service. This credential is recognized by enterprises, consultancies, and leadership teams worldwide. It validates your ability to architect and lead high-performance shared services operations with precision and strategic insight. The certification enhances your resume, strengthens your professional profile, and signals operational excellence to employers and clients alike. Transparent, One-Time Pricing-No Hidden Fees
The price you see is the price you pay. There are no subscription traps, no recurring charges, and no surprise costs. This is a single, straightforward investment in your professional advancement. You gain full access to all course content, tools, templates, and certification-nothing is locked behind additional payments. Secure Payment Options You Trust
We accept all major payment methods, including Visa, Mastercard, and PayPal. Transactions are processed through a secure, encrypted gateway designed to protect your financial data and ensure peace of mind. Enrollment Confirmation and Access Instructions
After enrollment, you will receive an email confirming your registration. A separate communication will follow with your course access details, delivered once the materials are prepared for your learning environment. This ensures a seamless, secure, and personalized setup experience. Zero-Risk Enrollment: Satisfied or Refunded
Your confidence is protected by a full money-back guarantee. If you find the course does not meet your expectations, you can request a complete refund with no questions asked. This risk reversal means you have everything to gain and nothing to lose by starting today. Will This Work for Me? Real Results, Regardless of Your Background
You might be wondering: “Will this work for me?” The answer is yes-even if you have never managed a shared services function before, even if your organization resists change, even if you’re not in a formal leadership role yet. The curriculum is designed for real-world application across industries and organizational sizes. For Finance Directors, you’ll learn how to centralize accounting operations while preserving regional compliance. For HR Leaders, you’ll master the design of scalable employee service models. For IT Managers, the course delivers clear playbooks for consolidating service desks and support teams. For Consultants, every framework is exportable and customizable for client engagements. Our graduates include transformation leads at Fortune 500 firms, operations managers in multinational corporations, and internal consultants driving efficiency initiatives. One learner implemented a standardized incident escalation protocol within two weeks of starting and reduced resolution time by 42%. Another redesigned their global payroll coordination model, saving over 15,000 hours in manual effort annually. This works even if: you work in a decentralized organization, your teams are resistant to shared models, you lack executive sponsorship, or you’re operating with limited resources. The tools are structured to start small, demonstrate value early, and scale sustainably. Every decision, framework, and template in this course has been battle-tested in global enterprises and adapted for immediate relevance. You’re not learning theory. You’re building a proven execution plan for high-performance outcomes.
EXTENSIVE & DETAILED COURSE CURRICULUM
Module 1: Foundations of Shared Services Excellence - Defining the purpose and strategic role of a Shared Services Center
- Evolution of shared services: From cost-saving to value-creation
- Key benefits-cost reduction, standardization, scalability, and service quality
- Differentiating shared services from outsourcing and insourcing
- Core principles of operational efficiency and service excellence
- Understanding the shared services lifecycle: Design to maturity
- Identifying organizational readiness indicators
- Assessing stakeholder alignment and resistance points
- Mapping current-state service delivery models
- Recognizing early warning signs of inefficient operations
- Establishing a business case for centralization
- Aligning shared services to enterprise strategy
- Defining scope: What to include and exclude in the shared model
- Identifying candidate functions for consolidation
- Assessing geographic dispersion and language impacts
- Building a vision statement for your Shared Services Center
- Principles of organizational neutrality and service ownership
- Understanding the role of executive sponsorship
- Role of the CFO, COO, and functional leaders in enablement
- Introducing the concept of internal customers and service contracts
Module 2: Governance, Leadership, and Organizational Design - Designing a governance framework for accountability and oversight
- Establishing a Steering Committee with clear mandate and authority
- Defining roles: SMO, SSC lead, process owner, service manager
- Creating a Shared Services Center organizational chart
- Balancing global oversight with local responsiveness
- Selecting the appropriate leadership model: Centralized vs federated
- Defining decision rights and escalation paths
- Managing matrixed reporting relationships
- Designing career paths and talent development within the SSC
- Incorporating diversity and inclusion in team composition
- Setting clear expectations for cross-functional collaboration
- Establishing a culture of service excellence and continuous improvement
- Leading change in a multi-cultural, multi-location environment
- Developing leadership competencies for SSC managers
- Designing performance management frameworks for shared teams
- Handling unionized environments and labor law considerations
- Managing offshoring, nearshoring, and onshoring tradeoffs
- Creating a center of excellence mindset
- Defining service boundaries and escalation protocols
- Integrating new functions into the SSC over time
Module 3: Strategic Planning and Business Case Development - Conducting a comprehensive feasibility analysis
- Estimating baseline costs of current decentralized operations
- Projecting run-rate savings and one-time transition costs
- Calculating ROI, payback period, and TCO for the SSC
- Identifying intangible benefits: Quality, speed, compliance
- Developing a phased implementation roadmap
- Setting realistic milestones and success criteria
- Incorporating risk assessment into the business case
- Securing executive approval and funding commitment
- Creating a compelling presentation for the leadership team
- Benchmarking against industry standards and peers
- Using data to justify scope and investment level
- Modeling different operating models: In-house vs hybrid
- Factoring in technology enablement costs
- Developing a change impact assessment
- Aligning the business case with digital transformation goals
- Securing buy-in from process owners and business units
- Handling objections from stakeholder groups
- Defining key decision gates and go/no-go criteria
- Documenting assumptions, constraints, and dependencies
Module 4: Location Strategy and Site Selection - Evaluating location criteria: Cost, talent, infrastructure, risk
- Comparing global, regional, and local center options
- Assessing labor market availability and skill levels
- Analyzing tax, legal, and regulatory implications
- Considering political, economic, and social stability
- Reviewing connectivity, real estate, and facilities options
- Factoring in language proficiency and cultural alignment
- Conducting a site shortlist and scoring exercise
- Performing due diligence on potential locations
- Negotiating incentives and government partnerships
- Planning for scalability and future expansion
- Evaluating disaster recovery and business continuity risks
- Designing multi-site operating models for redundancy
- Managing time zone differences in service delivery
- Addressing visa and work permit requirements
- Assessing cybersecurity and data sovereignty regulations
- Creating a location transition plan
- Engaging local partners and vendors early
- Measuring location performance over time
- Reassessing location strategy as needs evolve
Module 5: Process Standardization and Harmonization - Identifying processes suitable for standardization
- Conducting a process inventory across business units
- Mapping as-is processes using standardized notation
- Identifying variations, redundancies, and inefficiencies
- Designing to-be processes with global consistency
- Applying Lean and Six Sigma principles to process design
- Reducing complexity through simplification and automation
- Defining process ownership and accountability
- Establishing process documentation standards
- Creating process flow diagrams and control points
- Integrating compliance and audit trail requirements
- Harmonizing policies, forms, and approval workflows
- Managing exceptions and edge cases in global delivery
- Implementing process governance and version control
- Training process owners on new standards
- Testing standard processes in pilot environments
- Gathering feedback from users and stakeholders
- Refining processes based on operational data
- Deploying standardized processes enterprise-wide
- Sustaining adherence through monitoring and audits
Module 6: Technology Enablement and Digital Transformation - Selecting core technologies for shared services operations
- Evaluating ERP systems with SSC capabilities
- Integrating workflow automation and case management tools
- Implementing robotic process automation (RPA) for repetitive tasks
- Leveraging AI for intelligent document processing and insights
- Choosing a service management platform (e.g., ServiceNow)
- Designing self-service portals for employees and managers
- Configuring workflow engines for approvals and escalations
- Ensuring system interoperability and API connectivity
- Digitalizing forms, templates, and submission methods
- Securing data across multiple systems and locations
- Designing user-friendly interfaces for global adoption
- Building dashboards for real-time performance tracking
- Using analytics to predict service demand and bottlenecks
- Integrating with payroll, HRIS, and finance systems
- Managing master data consistency across platforms
- Implementing mobile access for remote workers
- Planning for cloud migration and SaaS adoption
- Establishing IT support models for the SSC
- Creating a technology roadmap aligned to business needs
Module 7: Service Delivery Models and Operating Frameworks - Designing tiered service support structures (L1, L2, L3)
- Defining service request types and categorization rules
- Implementing a global service desk with local language support
- Setting up virtual and in-person service channels
- Designing multilingual service delivery capabilities
- Managing walk-in, email, chat, and phone support options
- Creating knowledge bases and FAQs for self-resolution
- Standardizing incident, problem, and change management
- Integrating service catalog design with user experience
- Defining service request lifecycle and stage tracking
- Implementing automated routing and triage mechanisms
- Designing service recovery protocols for failed requests
- Managing high-volume transactional services efficiently
- Optimizing service delivery for peak workloads
- Creating customer journey maps for key service interactions
- Reducing handoffs and rework through process design
- Integrating feedback loops into service operations
- Scaling service delivery during organizational changes
- Designing surge capacity for month-end or peak periods
- Ensuring service continuity during disruptions
Module 8: Performance Measurement and KPIs - Defining key performance indicators for shared services
- Differentiating efficiency, effectiveness, and quality metrics
- Selecting KPIs: SLA compliance, cost per transaction, FTE productivity
- Setting realistic and stretch targets for each metric
- Designing balanced scorecards for management reporting
- Tracking first-time resolution and repeat contact rates
- Measuring customer satisfaction (CSAT) and Net Promoter Score (NPS)
- Monitoring cycle time, backlog, and resolution time
- Calculating cost savings and avoidance consistently
- Using benchmarking data to set performance baselines
- Reporting on employee engagement and attrition in the SSC
- Tracking automation savings and error reduction rates
- Establishing real-time dashboards for operational visibility
- Creating automated alerts for performance deviations
- Conducting regular KPI review meetings with stakeholders
- Revising metrics based on changing business needs
- Aligning team incentives to performance outcomes
- Identifying leading vs lagging indicators
- Using data to drive continuous improvement initiatives
- Communicating performance trends to executive leadership
Module 9: Financial Management and Cost Optimization - Designing SSC cost recovery and chargeback models
- Calculating fully loaded cost per FTE and per transaction
- Allocating costs to business units based on usage
- Creating transparency in service funding and investment
- Benchmarking unit costs against industry standards
- Identifying cost drivers and waste in operations
- Applying zero-based budgeting principles to SSC spending
- Negotiating vendor contracts for shared infrastructure
- Optimizing staffing models to reduce idle time
- Leveraging automation to lower labor intensity
- Monitoring variance between budget and actual spend
- Forecasting future funding requirements
- Conducting periodic cost efficiency audits
- Reconciling financial data across multiple systems
- Justifying investment in new tools and capabilities
- Managing currency fluctuations in global operations
- Reporting on financial ROI to the CFO’s office
- Building a business case for reinvestment in the SSC
- Aligning cost strategy with pricing of internal services
- Evaluating outsource vs insource cost tradeoffs
Module 10: Change Management and Stakeholder Engagement - Developing a comprehensive change management plan
- Identifying key stakeholders and their influence levels
- Conducting stakeholder impact assessments
- Designing targeted communication strategies for each group
- Creating a communication calendar with key milestones
- Managing resistance from decentralized unit leaders
- Building coalitions of internal advocates and champions
- Running educational sessions and leadership briefings
- Developing FAQs, toolkits, and reference materials
- Managing rumors and misinformation promptly
- Using storytelling to illustrate benefits and successes
- Conducting pulse surveys to measure sentiment
- Adjusting messaging based on feedback
- Recognizing and celebrating early wins
- Developing transition plans for affected employees
- Supporting redeployment and retraining initiatives
- Managing emotional and psychological aspects of change
- Ensuring consistent messaging across all channels
- Measuring change adoption and readiness
- Sustaining momentum through ongoing engagement
Module 11: Talent Strategy, Recruitment, and Retention - Defining the SSC talent profile: Skills, competencies, mindset
- Designing job descriptions for shared services roles
- Building a recruitment pipeline with local and global reach
- Developing onboarding programs tailored to SSC culture
- Creating training paths for technical and soft skills
- Implementing mentorship and buddy systems
- Designing career ladders and progression frameworks
- Offering certification and professional development
- Managing performance appraisals and feedback cycles
- Recognizing top performers and service excellence
- Reducing turnover through engagement strategies
- Conducting stay interviews and exit analysis
- Building a healthy team culture in virtual environments
- Managing remote and hybrid work models
- Providing language and cultural training
- Developing multilingual customer service capabilities
- Ensuring equitable treatment across locations
- Aligning compensation and benefits to local standards
- Driving inclusivity and psychological safety
- Measuring employee satisfaction and engagement
Module 12: Quality Assurance and Continuous Improvement - Establishing a quality management framework
- Designing audit checklists for process adherence
- Conducting regular service quality reviews
- Implementing root cause analysis for recurring issues
- Using customer feedback to improve service design
- Creating feedback loops from frontline teams
- Applying Kaizen and PDCA cycles for optimization
- Identifying and eliminating non-value-added steps
- Driving improvements through data, not assumptions
- Setting up a Continuous Improvement Office
- Running improvement workshops and ideation sessions
- Capturing and prioritizing improvement ideas
- Measuring the impact of implemented changes
- Scaling successful pilots across the organization
- Creating a culture where everyone improves the process
- Integrating Six Sigma and Lean methodologies
- Using VOC (Voice of the Customer) to guide enhancements
- Conducting mystery shopping and service simulations
- Monitoring compliance with internal policies
- Reporting on quality trends and corrective actions
Module 13: Risk Management and Compliance - Identifying operational, financial, and reputational risks
- Conducting a comprehensive risk assessment
- Mapping risks to control frameworks (COSO, ISO)
- Designing internal controls for fraud and error prevention
- Ensuring compliance with SOX, GDPR, HIPAA, and other regulations
- Managing segregation of duties in centralized systems
- Conducting regular control testing and monitoring
- Documenting control design and operating effectiveness
- Establishing audit readiness protocols
- Working with internal and external auditors
- Managing cybersecurity threats and data breaches
- Implementing access controls and user provisioning
- Monitoring for suspicious or unauthorized activity
- Developing incident response and recovery plans
- Ensuring business continuity and disaster recovery
- Testing backup and restore procedures regularly
- Managing third-party vendor risks
- Conducting due diligence on subcontracted services
- Establishing service level agreements with vendors
- Reporting on risk exposure to leadership
Module 14: Client Management and Service Excellence - Defining internal clients and service expectations
- Conducting client needs assessments and surveys
- Mapping client journey touchpoints
- Designing service standards and response time targets
- Establishing Service Level Agreements (SLAs)
- Negotiating SLAs with business unit leaders
- Documenting service commitments and metrics
- Creating Operational Level Agreements (OLAs)
- Managing SLA performance and reporting violations
- Conducting quarterly business reviews with clients
- Handling service complaints and escalations
- Implementing client feedback loops
- Recognizing and rewarding client partners
- Building long-term partnerships with stakeholders
- Developing a client advisory board
- Co-creating service improvements with users
- Delivering proactive service updates and alerts
- Measuring and improving client satisfaction
- Creating a service excellence recognition program
- Aligning service quality with brand reputation
Module 15: Advanced Operating Models and Global Integration - Scaling the SSC from regional to global operations
- Integrating multiple shared services centers
- Managing federated models with shared standards
- Creating Centers of Expertise within the SSC
- Implementing a Global Business Services (GBS) model
- Aligning SSC strategy with M&A integration
- Supporting divestitures and spin-offs
- Harmonizing services after organizational changes
- Developing playbooks for rapid scaling
- Integrating new geographies into the operating model
- Standardizing governance across all sites
- Ensuring consistent service delivery globally
- Managing cultural and language diversity
- Developing global leadership pipelines
- Creating virtual teams across time zones
- Optimizing workload distribution across locations
- Leveraging global shift models for 24/7 coverage
- Building redundancy and failover capabilities
- Measuring global operating efficiency
- Reporting consolidated performance to headquarters
Module 16: Certification, Mastery, and Career Advancement - Reviewing core competencies mastered throughout the course
- Applying knowledge to a comprehensive capstone project
- Designing a full SSC implementation blueprint
- Presenting your strategy to a mock leadership panel
- Receiving personalized feedback on your plan
- Finalizing your professional portfolio of work
- Preparing for certification assessment
- Submitting your completion requirements
- Earning your Certificate of Completion issued by The Art of Service
- Unlocking access to the alumni network and resources
- Updating your LinkedIn profile with digital badge
- Using the certification in job applications and promotions
- Negotiating higher compensation with verified credentials
- Positioning yourself as a transformation leader
- Transitioning from contributor to strategic advisor
- Pursuing advanced roles: SSC Director, GBS Lead, COE Head
- Consulting opportunities using the course framework
- Delivering internal training using course materials
- Extending your impact across the organization
- Continuing your learning journey with recommended resources
Module 1: Foundations of Shared Services Excellence - Defining the purpose and strategic role of a Shared Services Center
- Evolution of shared services: From cost-saving to value-creation
- Key benefits-cost reduction, standardization, scalability, and service quality
- Differentiating shared services from outsourcing and insourcing
- Core principles of operational efficiency and service excellence
- Understanding the shared services lifecycle: Design to maturity
- Identifying organizational readiness indicators
- Assessing stakeholder alignment and resistance points
- Mapping current-state service delivery models
- Recognizing early warning signs of inefficient operations
- Establishing a business case for centralization
- Aligning shared services to enterprise strategy
- Defining scope: What to include and exclude in the shared model
- Identifying candidate functions for consolidation
- Assessing geographic dispersion and language impacts
- Building a vision statement for your Shared Services Center
- Principles of organizational neutrality and service ownership
- Understanding the role of executive sponsorship
- Role of the CFO, COO, and functional leaders in enablement
- Introducing the concept of internal customers and service contracts
Module 2: Governance, Leadership, and Organizational Design - Designing a governance framework for accountability and oversight
- Establishing a Steering Committee with clear mandate and authority
- Defining roles: SMO, SSC lead, process owner, service manager
- Creating a Shared Services Center organizational chart
- Balancing global oversight with local responsiveness
- Selecting the appropriate leadership model: Centralized vs federated
- Defining decision rights and escalation paths
- Managing matrixed reporting relationships
- Designing career paths and talent development within the SSC
- Incorporating diversity and inclusion in team composition
- Setting clear expectations for cross-functional collaboration
- Establishing a culture of service excellence and continuous improvement
- Leading change in a multi-cultural, multi-location environment
- Developing leadership competencies for SSC managers
- Designing performance management frameworks for shared teams
- Handling unionized environments and labor law considerations
- Managing offshoring, nearshoring, and onshoring tradeoffs
- Creating a center of excellence mindset
- Defining service boundaries and escalation protocols
- Integrating new functions into the SSC over time
Module 3: Strategic Planning and Business Case Development - Conducting a comprehensive feasibility analysis
- Estimating baseline costs of current decentralized operations
- Projecting run-rate savings and one-time transition costs
- Calculating ROI, payback period, and TCO for the SSC
- Identifying intangible benefits: Quality, speed, compliance
- Developing a phased implementation roadmap
- Setting realistic milestones and success criteria
- Incorporating risk assessment into the business case
- Securing executive approval and funding commitment
- Creating a compelling presentation for the leadership team
- Benchmarking against industry standards and peers
- Using data to justify scope and investment level
- Modeling different operating models: In-house vs hybrid
- Factoring in technology enablement costs
- Developing a change impact assessment
- Aligning the business case with digital transformation goals
- Securing buy-in from process owners and business units
- Handling objections from stakeholder groups
- Defining key decision gates and go/no-go criteria
- Documenting assumptions, constraints, and dependencies
Module 4: Location Strategy and Site Selection - Evaluating location criteria: Cost, talent, infrastructure, risk
- Comparing global, regional, and local center options
- Assessing labor market availability and skill levels
- Analyzing tax, legal, and regulatory implications
- Considering political, economic, and social stability
- Reviewing connectivity, real estate, and facilities options
- Factoring in language proficiency and cultural alignment
- Conducting a site shortlist and scoring exercise
- Performing due diligence on potential locations
- Negotiating incentives and government partnerships
- Planning for scalability and future expansion
- Evaluating disaster recovery and business continuity risks
- Designing multi-site operating models for redundancy
- Managing time zone differences in service delivery
- Addressing visa and work permit requirements
- Assessing cybersecurity and data sovereignty regulations
- Creating a location transition plan
- Engaging local partners and vendors early
- Measuring location performance over time
- Reassessing location strategy as needs evolve
Module 5: Process Standardization and Harmonization - Identifying processes suitable for standardization
- Conducting a process inventory across business units
- Mapping as-is processes using standardized notation
- Identifying variations, redundancies, and inefficiencies
- Designing to-be processes with global consistency
- Applying Lean and Six Sigma principles to process design
- Reducing complexity through simplification and automation
- Defining process ownership and accountability
- Establishing process documentation standards
- Creating process flow diagrams and control points
- Integrating compliance and audit trail requirements
- Harmonizing policies, forms, and approval workflows
- Managing exceptions and edge cases in global delivery
- Implementing process governance and version control
- Training process owners on new standards
- Testing standard processes in pilot environments
- Gathering feedback from users and stakeholders
- Refining processes based on operational data
- Deploying standardized processes enterprise-wide
- Sustaining adherence through monitoring and audits
Module 6: Technology Enablement and Digital Transformation - Selecting core technologies for shared services operations
- Evaluating ERP systems with SSC capabilities
- Integrating workflow automation and case management tools
- Implementing robotic process automation (RPA) for repetitive tasks
- Leveraging AI for intelligent document processing and insights
- Choosing a service management platform (e.g., ServiceNow)
- Designing self-service portals for employees and managers
- Configuring workflow engines for approvals and escalations
- Ensuring system interoperability and API connectivity
- Digitalizing forms, templates, and submission methods
- Securing data across multiple systems and locations
- Designing user-friendly interfaces for global adoption
- Building dashboards for real-time performance tracking
- Using analytics to predict service demand and bottlenecks
- Integrating with payroll, HRIS, and finance systems
- Managing master data consistency across platforms
- Implementing mobile access for remote workers
- Planning for cloud migration and SaaS adoption
- Establishing IT support models for the SSC
- Creating a technology roadmap aligned to business needs
Module 7: Service Delivery Models and Operating Frameworks - Designing tiered service support structures (L1, L2, L3)
- Defining service request types and categorization rules
- Implementing a global service desk with local language support
- Setting up virtual and in-person service channels
- Designing multilingual service delivery capabilities
- Managing walk-in, email, chat, and phone support options
- Creating knowledge bases and FAQs for self-resolution
- Standardizing incident, problem, and change management
- Integrating service catalog design with user experience
- Defining service request lifecycle and stage tracking
- Implementing automated routing and triage mechanisms
- Designing service recovery protocols for failed requests
- Managing high-volume transactional services efficiently
- Optimizing service delivery for peak workloads
- Creating customer journey maps for key service interactions
- Reducing handoffs and rework through process design
- Integrating feedback loops into service operations
- Scaling service delivery during organizational changes
- Designing surge capacity for month-end or peak periods
- Ensuring service continuity during disruptions
Module 8: Performance Measurement and KPIs - Defining key performance indicators for shared services
- Differentiating efficiency, effectiveness, and quality metrics
- Selecting KPIs: SLA compliance, cost per transaction, FTE productivity
- Setting realistic and stretch targets for each metric
- Designing balanced scorecards for management reporting
- Tracking first-time resolution and repeat contact rates
- Measuring customer satisfaction (CSAT) and Net Promoter Score (NPS)
- Monitoring cycle time, backlog, and resolution time
- Calculating cost savings and avoidance consistently
- Using benchmarking data to set performance baselines
- Reporting on employee engagement and attrition in the SSC
- Tracking automation savings and error reduction rates
- Establishing real-time dashboards for operational visibility
- Creating automated alerts for performance deviations
- Conducting regular KPI review meetings with stakeholders
- Revising metrics based on changing business needs
- Aligning team incentives to performance outcomes
- Identifying leading vs lagging indicators
- Using data to drive continuous improvement initiatives
- Communicating performance trends to executive leadership
Module 9: Financial Management and Cost Optimization - Designing SSC cost recovery and chargeback models
- Calculating fully loaded cost per FTE and per transaction
- Allocating costs to business units based on usage
- Creating transparency in service funding and investment
- Benchmarking unit costs against industry standards
- Identifying cost drivers and waste in operations
- Applying zero-based budgeting principles to SSC spending
- Negotiating vendor contracts for shared infrastructure
- Optimizing staffing models to reduce idle time
- Leveraging automation to lower labor intensity
- Monitoring variance between budget and actual spend
- Forecasting future funding requirements
- Conducting periodic cost efficiency audits
- Reconciling financial data across multiple systems
- Justifying investment in new tools and capabilities
- Managing currency fluctuations in global operations
- Reporting on financial ROI to the CFO’s office
- Building a business case for reinvestment in the SSC
- Aligning cost strategy with pricing of internal services
- Evaluating outsource vs insource cost tradeoffs
Module 10: Change Management and Stakeholder Engagement - Developing a comprehensive change management plan
- Identifying key stakeholders and their influence levels
- Conducting stakeholder impact assessments
- Designing targeted communication strategies for each group
- Creating a communication calendar with key milestones
- Managing resistance from decentralized unit leaders
- Building coalitions of internal advocates and champions
- Running educational sessions and leadership briefings
- Developing FAQs, toolkits, and reference materials
- Managing rumors and misinformation promptly
- Using storytelling to illustrate benefits and successes
- Conducting pulse surveys to measure sentiment
- Adjusting messaging based on feedback
- Recognizing and celebrating early wins
- Developing transition plans for affected employees
- Supporting redeployment and retraining initiatives
- Managing emotional and psychological aspects of change
- Ensuring consistent messaging across all channels
- Measuring change adoption and readiness
- Sustaining momentum through ongoing engagement
Module 11: Talent Strategy, Recruitment, and Retention - Defining the SSC talent profile: Skills, competencies, mindset
- Designing job descriptions for shared services roles
- Building a recruitment pipeline with local and global reach
- Developing onboarding programs tailored to SSC culture
- Creating training paths for technical and soft skills
- Implementing mentorship and buddy systems
- Designing career ladders and progression frameworks
- Offering certification and professional development
- Managing performance appraisals and feedback cycles
- Recognizing top performers and service excellence
- Reducing turnover through engagement strategies
- Conducting stay interviews and exit analysis
- Building a healthy team culture in virtual environments
- Managing remote and hybrid work models
- Providing language and cultural training
- Developing multilingual customer service capabilities
- Ensuring equitable treatment across locations
- Aligning compensation and benefits to local standards
- Driving inclusivity and psychological safety
- Measuring employee satisfaction and engagement
Module 12: Quality Assurance and Continuous Improvement - Establishing a quality management framework
- Designing audit checklists for process adherence
- Conducting regular service quality reviews
- Implementing root cause analysis for recurring issues
- Using customer feedback to improve service design
- Creating feedback loops from frontline teams
- Applying Kaizen and PDCA cycles for optimization
- Identifying and eliminating non-value-added steps
- Driving improvements through data, not assumptions
- Setting up a Continuous Improvement Office
- Running improvement workshops and ideation sessions
- Capturing and prioritizing improvement ideas
- Measuring the impact of implemented changes
- Scaling successful pilots across the organization
- Creating a culture where everyone improves the process
- Integrating Six Sigma and Lean methodologies
- Using VOC (Voice of the Customer) to guide enhancements
- Conducting mystery shopping and service simulations
- Monitoring compliance with internal policies
- Reporting on quality trends and corrective actions
Module 13: Risk Management and Compliance - Identifying operational, financial, and reputational risks
- Conducting a comprehensive risk assessment
- Mapping risks to control frameworks (COSO, ISO)
- Designing internal controls for fraud and error prevention
- Ensuring compliance with SOX, GDPR, HIPAA, and other regulations
- Managing segregation of duties in centralized systems
- Conducting regular control testing and monitoring
- Documenting control design and operating effectiveness
- Establishing audit readiness protocols
- Working with internal and external auditors
- Managing cybersecurity threats and data breaches
- Implementing access controls and user provisioning
- Monitoring for suspicious or unauthorized activity
- Developing incident response and recovery plans
- Ensuring business continuity and disaster recovery
- Testing backup and restore procedures regularly
- Managing third-party vendor risks
- Conducting due diligence on subcontracted services
- Establishing service level agreements with vendors
- Reporting on risk exposure to leadership
Module 14: Client Management and Service Excellence - Defining internal clients and service expectations
- Conducting client needs assessments and surveys
- Mapping client journey touchpoints
- Designing service standards and response time targets
- Establishing Service Level Agreements (SLAs)
- Negotiating SLAs with business unit leaders
- Documenting service commitments and metrics
- Creating Operational Level Agreements (OLAs)
- Managing SLA performance and reporting violations
- Conducting quarterly business reviews with clients
- Handling service complaints and escalations
- Implementing client feedback loops
- Recognizing and rewarding client partners
- Building long-term partnerships with stakeholders
- Developing a client advisory board
- Co-creating service improvements with users
- Delivering proactive service updates and alerts
- Measuring and improving client satisfaction
- Creating a service excellence recognition program
- Aligning service quality with brand reputation
Module 15: Advanced Operating Models and Global Integration - Scaling the SSC from regional to global operations
- Integrating multiple shared services centers
- Managing federated models with shared standards
- Creating Centers of Expertise within the SSC
- Implementing a Global Business Services (GBS) model
- Aligning SSC strategy with M&A integration
- Supporting divestitures and spin-offs
- Harmonizing services after organizational changes
- Developing playbooks for rapid scaling
- Integrating new geographies into the operating model
- Standardizing governance across all sites
- Ensuring consistent service delivery globally
- Managing cultural and language diversity
- Developing global leadership pipelines
- Creating virtual teams across time zones
- Optimizing workload distribution across locations
- Leveraging global shift models for 24/7 coverage
- Building redundancy and failover capabilities
- Measuring global operating efficiency
- Reporting consolidated performance to headquarters
Module 16: Certification, Mastery, and Career Advancement - Reviewing core competencies mastered throughout the course
- Applying knowledge to a comprehensive capstone project
- Designing a full SSC implementation blueprint
- Presenting your strategy to a mock leadership panel
- Receiving personalized feedback on your plan
- Finalizing your professional portfolio of work
- Preparing for certification assessment
- Submitting your completion requirements
- Earning your Certificate of Completion issued by The Art of Service
- Unlocking access to the alumni network and resources
- Updating your LinkedIn profile with digital badge
- Using the certification in job applications and promotions
- Negotiating higher compensation with verified credentials
- Positioning yourself as a transformation leader
- Transitioning from contributor to strategic advisor
- Pursuing advanced roles: SSC Director, GBS Lead, COE Head
- Consulting opportunities using the course framework
- Delivering internal training using course materials
- Extending your impact across the organization
- Continuing your learning journey with recommended resources
- Designing a governance framework for accountability and oversight
- Establishing a Steering Committee with clear mandate and authority
- Defining roles: SMO, SSC lead, process owner, service manager
- Creating a Shared Services Center organizational chart
- Balancing global oversight with local responsiveness
- Selecting the appropriate leadership model: Centralized vs federated
- Defining decision rights and escalation paths
- Managing matrixed reporting relationships
- Designing career paths and talent development within the SSC
- Incorporating diversity and inclusion in team composition
- Setting clear expectations for cross-functional collaboration
- Establishing a culture of service excellence and continuous improvement
- Leading change in a multi-cultural, multi-location environment
- Developing leadership competencies for SSC managers
- Designing performance management frameworks for shared teams
- Handling unionized environments and labor law considerations
- Managing offshoring, nearshoring, and onshoring tradeoffs
- Creating a center of excellence mindset
- Defining service boundaries and escalation protocols
- Integrating new functions into the SSC over time
Module 3: Strategic Planning and Business Case Development - Conducting a comprehensive feasibility analysis
- Estimating baseline costs of current decentralized operations
- Projecting run-rate savings and one-time transition costs
- Calculating ROI, payback period, and TCO for the SSC
- Identifying intangible benefits: Quality, speed, compliance
- Developing a phased implementation roadmap
- Setting realistic milestones and success criteria
- Incorporating risk assessment into the business case
- Securing executive approval and funding commitment
- Creating a compelling presentation for the leadership team
- Benchmarking against industry standards and peers
- Using data to justify scope and investment level
- Modeling different operating models: In-house vs hybrid
- Factoring in technology enablement costs
- Developing a change impact assessment
- Aligning the business case with digital transformation goals
- Securing buy-in from process owners and business units
- Handling objections from stakeholder groups
- Defining key decision gates and go/no-go criteria
- Documenting assumptions, constraints, and dependencies
Module 4: Location Strategy and Site Selection - Evaluating location criteria: Cost, talent, infrastructure, risk
- Comparing global, regional, and local center options
- Assessing labor market availability and skill levels
- Analyzing tax, legal, and regulatory implications
- Considering political, economic, and social stability
- Reviewing connectivity, real estate, and facilities options
- Factoring in language proficiency and cultural alignment
- Conducting a site shortlist and scoring exercise
- Performing due diligence on potential locations
- Negotiating incentives and government partnerships
- Planning for scalability and future expansion
- Evaluating disaster recovery and business continuity risks
- Designing multi-site operating models for redundancy
- Managing time zone differences in service delivery
- Addressing visa and work permit requirements
- Assessing cybersecurity and data sovereignty regulations
- Creating a location transition plan
- Engaging local partners and vendors early
- Measuring location performance over time
- Reassessing location strategy as needs evolve
Module 5: Process Standardization and Harmonization - Identifying processes suitable for standardization
- Conducting a process inventory across business units
- Mapping as-is processes using standardized notation
- Identifying variations, redundancies, and inefficiencies
- Designing to-be processes with global consistency
- Applying Lean and Six Sigma principles to process design
- Reducing complexity through simplification and automation
- Defining process ownership and accountability
- Establishing process documentation standards
- Creating process flow diagrams and control points
- Integrating compliance and audit trail requirements
- Harmonizing policies, forms, and approval workflows
- Managing exceptions and edge cases in global delivery
- Implementing process governance and version control
- Training process owners on new standards
- Testing standard processes in pilot environments
- Gathering feedback from users and stakeholders
- Refining processes based on operational data
- Deploying standardized processes enterprise-wide
- Sustaining adherence through monitoring and audits
Module 6: Technology Enablement and Digital Transformation - Selecting core technologies for shared services operations
- Evaluating ERP systems with SSC capabilities
- Integrating workflow automation and case management tools
- Implementing robotic process automation (RPA) for repetitive tasks
- Leveraging AI for intelligent document processing and insights
- Choosing a service management platform (e.g., ServiceNow)
- Designing self-service portals for employees and managers
- Configuring workflow engines for approvals and escalations
- Ensuring system interoperability and API connectivity
- Digitalizing forms, templates, and submission methods
- Securing data across multiple systems and locations
- Designing user-friendly interfaces for global adoption
- Building dashboards for real-time performance tracking
- Using analytics to predict service demand and bottlenecks
- Integrating with payroll, HRIS, and finance systems
- Managing master data consistency across platforms
- Implementing mobile access for remote workers
- Planning for cloud migration and SaaS adoption
- Establishing IT support models for the SSC
- Creating a technology roadmap aligned to business needs
Module 7: Service Delivery Models and Operating Frameworks - Designing tiered service support structures (L1, L2, L3)
- Defining service request types and categorization rules
- Implementing a global service desk with local language support
- Setting up virtual and in-person service channels
- Designing multilingual service delivery capabilities
- Managing walk-in, email, chat, and phone support options
- Creating knowledge bases and FAQs for self-resolution
- Standardizing incident, problem, and change management
- Integrating service catalog design with user experience
- Defining service request lifecycle and stage tracking
- Implementing automated routing and triage mechanisms
- Designing service recovery protocols for failed requests
- Managing high-volume transactional services efficiently
- Optimizing service delivery for peak workloads
- Creating customer journey maps for key service interactions
- Reducing handoffs and rework through process design
- Integrating feedback loops into service operations
- Scaling service delivery during organizational changes
- Designing surge capacity for month-end or peak periods
- Ensuring service continuity during disruptions
Module 8: Performance Measurement and KPIs - Defining key performance indicators for shared services
- Differentiating efficiency, effectiveness, and quality metrics
- Selecting KPIs: SLA compliance, cost per transaction, FTE productivity
- Setting realistic and stretch targets for each metric
- Designing balanced scorecards for management reporting
- Tracking first-time resolution and repeat contact rates
- Measuring customer satisfaction (CSAT) and Net Promoter Score (NPS)
- Monitoring cycle time, backlog, and resolution time
- Calculating cost savings and avoidance consistently
- Using benchmarking data to set performance baselines
- Reporting on employee engagement and attrition in the SSC
- Tracking automation savings and error reduction rates
- Establishing real-time dashboards for operational visibility
- Creating automated alerts for performance deviations
- Conducting regular KPI review meetings with stakeholders
- Revising metrics based on changing business needs
- Aligning team incentives to performance outcomes
- Identifying leading vs lagging indicators
- Using data to drive continuous improvement initiatives
- Communicating performance trends to executive leadership
Module 9: Financial Management and Cost Optimization - Designing SSC cost recovery and chargeback models
- Calculating fully loaded cost per FTE and per transaction
- Allocating costs to business units based on usage
- Creating transparency in service funding and investment
- Benchmarking unit costs against industry standards
- Identifying cost drivers and waste in operations
- Applying zero-based budgeting principles to SSC spending
- Negotiating vendor contracts for shared infrastructure
- Optimizing staffing models to reduce idle time
- Leveraging automation to lower labor intensity
- Monitoring variance between budget and actual spend
- Forecasting future funding requirements
- Conducting periodic cost efficiency audits
- Reconciling financial data across multiple systems
- Justifying investment in new tools and capabilities
- Managing currency fluctuations in global operations
- Reporting on financial ROI to the CFO’s office
- Building a business case for reinvestment in the SSC
- Aligning cost strategy with pricing of internal services
- Evaluating outsource vs insource cost tradeoffs
Module 10: Change Management and Stakeholder Engagement - Developing a comprehensive change management plan
- Identifying key stakeholders and their influence levels
- Conducting stakeholder impact assessments
- Designing targeted communication strategies for each group
- Creating a communication calendar with key milestones
- Managing resistance from decentralized unit leaders
- Building coalitions of internal advocates and champions
- Running educational sessions and leadership briefings
- Developing FAQs, toolkits, and reference materials
- Managing rumors and misinformation promptly
- Using storytelling to illustrate benefits and successes
- Conducting pulse surveys to measure sentiment
- Adjusting messaging based on feedback
- Recognizing and celebrating early wins
- Developing transition plans for affected employees
- Supporting redeployment and retraining initiatives
- Managing emotional and psychological aspects of change
- Ensuring consistent messaging across all channels
- Measuring change adoption and readiness
- Sustaining momentum through ongoing engagement
Module 11: Talent Strategy, Recruitment, and Retention - Defining the SSC talent profile: Skills, competencies, mindset
- Designing job descriptions for shared services roles
- Building a recruitment pipeline with local and global reach
- Developing onboarding programs tailored to SSC culture
- Creating training paths for technical and soft skills
- Implementing mentorship and buddy systems
- Designing career ladders and progression frameworks
- Offering certification and professional development
- Managing performance appraisals and feedback cycles
- Recognizing top performers and service excellence
- Reducing turnover through engagement strategies
- Conducting stay interviews and exit analysis
- Building a healthy team culture in virtual environments
- Managing remote and hybrid work models
- Providing language and cultural training
- Developing multilingual customer service capabilities
- Ensuring equitable treatment across locations
- Aligning compensation and benefits to local standards
- Driving inclusivity and psychological safety
- Measuring employee satisfaction and engagement
Module 12: Quality Assurance and Continuous Improvement - Establishing a quality management framework
- Designing audit checklists for process adherence
- Conducting regular service quality reviews
- Implementing root cause analysis for recurring issues
- Using customer feedback to improve service design
- Creating feedback loops from frontline teams
- Applying Kaizen and PDCA cycles for optimization
- Identifying and eliminating non-value-added steps
- Driving improvements through data, not assumptions
- Setting up a Continuous Improvement Office
- Running improvement workshops and ideation sessions
- Capturing and prioritizing improvement ideas
- Measuring the impact of implemented changes
- Scaling successful pilots across the organization
- Creating a culture where everyone improves the process
- Integrating Six Sigma and Lean methodologies
- Using VOC (Voice of the Customer) to guide enhancements
- Conducting mystery shopping and service simulations
- Monitoring compliance with internal policies
- Reporting on quality trends and corrective actions
Module 13: Risk Management and Compliance - Identifying operational, financial, and reputational risks
- Conducting a comprehensive risk assessment
- Mapping risks to control frameworks (COSO, ISO)
- Designing internal controls for fraud and error prevention
- Ensuring compliance with SOX, GDPR, HIPAA, and other regulations
- Managing segregation of duties in centralized systems
- Conducting regular control testing and monitoring
- Documenting control design and operating effectiveness
- Establishing audit readiness protocols
- Working with internal and external auditors
- Managing cybersecurity threats and data breaches
- Implementing access controls and user provisioning
- Monitoring for suspicious or unauthorized activity
- Developing incident response and recovery plans
- Ensuring business continuity and disaster recovery
- Testing backup and restore procedures regularly
- Managing third-party vendor risks
- Conducting due diligence on subcontracted services
- Establishing service level agreements with vendors
- Reporting on risk exposure to leadership
Module 14: Client Management and Service Excellence - Defining internal clients and service expectations
- Conducting client needs assessments and surveys
- Mapping client journey touchpoints
- Designing service standards and response time targets
- Establishing Service Level Agreements (SLAs)
- Negotiating SLAs with business unit leaders
- Documenting service commitments and metrics
- Creating Operational Level Agreements (OLAs)
- Managing SLA performance and reporting violations
- Conducting quarterly business reviews with clients
- Handling service complaints and escalations
- Implementing client feedback loops
- Recognizing and rewarding client partners
- Building long-term partnerships with stakeholders
- Developing a client advisory board
- Co-creating service improvements with users
- Delivering proactive service updates and alerts
- Measuring and improving client satisfaction
- Creating a service excellence recognition program
- Aligning service quality with brand reputation
Module 15: Advanced Operating Models and Global Integration - Scaling the SSC from regional to global operations
- Integrating multiple shared services centers
- Managing federated models with shared standards
- Creating Centers of Expertise within the SSC
- Implementing a Global Business Services (GBS) model
- Aligning SSC strategy with M&A integration
- Supporting divestitures and spin-offs
- Harmonizing services after organizational changes
- Developing playbooks for rapid scaling
- Integrating new geographies into the operating model
- Standardizing governance across all sites
- Ensuring consistent service delivery globally
- Managing cultural and language diversity
- Developing global leadership pipelines
- Creating virtual teams across time zones
- Optimizing workload distribution across locations
- Leveraging global shift models for 24/7 coverage
- Building redundancy and failover capabilities
- Measuring global operating efficiency
- Reporting consolidated performance to headquarters
Module 16: Certification, Mastery, and Career Advancement - Reviewing core competencies mastered throughout the course
- Applying knowledge to a comprehensive capstone project
- Designing a full SSC implementation blueprint
- Presenting your strategy to a mock leadership panel
- Receiving personalized feedback on your plan
- Finalizing your professional portfolio of work
- Preparing for certification assessment
- Submitting your completion requirements
- Earning your Certificate of Completion issued by The Art of Service
- Unlocking access to the alumni network and resources
- Updating your LinkedIn profile with digital badge
- Using the certification in job applications and promotions
- Negotiating higher compensation with verified credentials
- Positioning yourself as a transformation leader
- Transitioning from contributor to strategic advisor
- Pursuing advanced roles: SSC Director, GBS Lead, COE Head
- Consulting opportunities using the course framework
- Delivering internal training using course materials
- Extending your impact across the organization
- Continuing your learning journey with recommended resources
- Evaluating location criteria: Cost, talent, infrastructure, risk
- Comparing global, regional, and local center options
- Assessing labor market availability and skill levels
- Analyzing tax, legal, and regulatory implications
- Considering political, economic, and social stability
- Reviewing connectivity, real estate, and facilities options
- Factoring in language proficiency and cultural alignment
- Conducting a site shortlist and scoring exercise
- Performing due diligence on potential locations
- Negotiating incentives and government partnerships
- Planning for scalability and future expansion
- Evaluating disaster recovery and business continuity risks
- Designing multi-site operating models for redundancy
- Managing time zone differences in service delivery
- Addressing visa and work permit requirements
- Assessing cybersecurity and data sovereignty regulations
- Creating a location transition plan
- Engaging local partners and vendors early
- Measuring location performance over time
- Reassessing location strategy as needs evolve
Module 5: Process Standardization and Harmonization - Identifying processes suitable for standardization
- Conducting a process inventory across business units
- Mapping as-is processes using standardized notation
- Identifying variations, redundancies, and inefficiencies
- Designing to-be processes with global consistency
- Applying Lean and Six Sigma principles to process design
- Reducing complexity through simplification and automation
- Defining process ownership and accountability
- Establishing process documentation standards
- Creating process flow diagrams and control points
- Integrating compliance and audit trail requirements
- Harmonizing policies, forms, and approval workflows
- Managing exceptions and edge cases in global delivery
- Implementing process governance and version control
- Training process owners on new standards
- Testing standard processes in pilot environments
- Gathering feedback from users and stakeholders
- Refining processes based on operational data
- Deploying standardized processes enterprise-wide
- Sustaining adherence through monitoring and audits
Module 6: Technology Enablement and Digital Transformation - Selecting core technologies for shared services operations
- Evaluating ERP systems with SSC capabilities
- Integrating workflow automation and case management tools
- Implementing robotic process automation (RPA) for repetitive tasks
- Leveraging AI for intelligent document processing and insights
- Choosing a service management platform (e.g., ServiceNow)
- Designing self-service portals for employees and managers
- Configuring workflow engines for approvals and escalations
- Ensuring system interoperability and API connectivity
- Digitalizing forms, templates, and submission methods
- Securing data across multiple systems and locations
- Designing user-friendly interfaces for global adoption
- Building dashboards for real-time performance tracking
- Using analytics to predict service demand and bottlenecks
- Integrating with payroll, HRIS, and finance systems
- Managing master data consistency across platforms
- Implementing mobile access for remote workers
- Planning for cloud migration and SaaS adoption
- Establishing IT support models for the SSC
- Creating a technology roadmap aligned to business needs
Module 7: Service Delivery Models and Operating Frameworks - Designing tiered service support structures (L1, L2, L3)
- Defining service request types and categorization rules
- Implementing a global service desk with local language support
- Setting up virtual and in-person service channels
- Designing multilingual service delivery capabilities
- Managing walk-in, email, chat, and phone support options
- Creating knowledge bases and FAQs for self-resolution
- Standardizing incident, problem, and change management
- Integrating service catalog design with user experience
- Defining service request lifecycle and stage tracking
- Implementing automated routing and triage mechanisms
- Designing service recovery protocols for failed requests
- Managing high-volume transactional services efficiently
- Optimizing service delivery for peak workloads
- Creating customer journey maps for key service interactions
- Reducing handoffs and rework through process design
- Integrating feedback loops into service operations
- Scaling service delivery during organizational changes
- Designing surge capacity for month-end or peak periods
- Ensuring service continuity during disruptions
Module 8: Performance Measurement and KPIs - Defining key performance indicators for shared services
- Differentiating efficiency, effectiveness, and quality metrics
- Selecting KPIs: SLA compliance, cost per transaction, FTE productivity
- Setting realistic and stretch targets for each metric
- Designing balanced scorecards for management reporting
- Tracking first-time resolution and repeat contact rates
- Measuring customer satisfaction (CSAT) and Net Promoter Score (NPS)
- Monitoring cycle time, backlog, and resolution time
- Calculating cost savings and avoidance consistently
- Using benchmarking data to set performance baselines
- Reporting on employee engagement and attrition in the SSC
- Tracking automation savings and error reduction rates
- Establishing real-time dashboards for operational visibility
- Creating automated alerts for performance deviations
- Conducting regular KPI review meetings with stakeholders
- Revising metrics based on changing business needs
- Aligning team incentives to performance outcomes
- Identifying leading vs lagging indicators
- Using data to drive continuous improvement initiatives
- Communicating performance trends to executive leadership
Module 9: Financial Management and Cost Optimization - Designing SSC cost recovery and chargeback models
- Calculating fully loaded cost per FTE and per transaction
- Allocating costs to business units based on usage
- Creating transparency in service funding and investment
- Benchmarking unit costs against industry standards
- Identifying cost drivers and waste in operations
- Applying zero-based budgeting principles to SSC spending
- Negotiating vendor contracts for shared infrastructure
- Optimizing staffing models to reduce idle time
- Leveraging automation to lower labor intensity
- Monitoring variance between budget and actual spend
- Forecasting future funding requirements
- Conducting periodic cost efficiency audits
- Reconciling financial data across multiple systems
- Justifying investment in new tools and capabilities
- Managing currency fluctuations in global operations
- Reporting on financial ROI to the CFO’s office
- Building a business case for reinvestment in the SSC
- Aligning cost strategy with pricing of internal services
- Evaluating outsource vs insource cost tradeoffs
Module 10: Change Management and Stakeholder Engagement - Developing a comprehensive change management plan
- Identifying key stakeholders and their influence levels
- Conducting stakeholder impact assessments
- Designing targeted communication strategies for each group
- Creating a communication calendar with key milestones
- Managing resistance from decentralized unit leaders
- Building coalitions of internal advocates and champions
- Running educational sessions and leadership briefings
- Developing FAQs, toolkits, and reference materials
- Managing rumors and misinformation promptly
- Using storytelling to illustrate benefits and successes
- Conducting pulse surveys to measure sentiment
- Adjusting messaging based on feedback
- Recognizing and celebrating early wins
- Developing transition plans for affected employees
- Supporting redeployment and retraining initiatives
- Managing emotional and psychological aspects of change
- Ensuring consistent messaging across all channels
- Measuring change adoption and readiness
- Sustaining momentum through ongoing engagement
Module 11: Talent Strategy, Recruitment, and Retention - Defining the SSC talent profile: Skills, competencies, mindset
- Designing job descriptions for shared services roles
- Building a recruitment pipeline with local and global reach
- Developing onboarding programs tailored to SSC culture
- Creating training paths for technical and soft skills
- Implementing mentorship and buddy systems
- Designing career ladders and progression frameworks
- Offering certification and professional development
- Managing performance appraisals and feedback cycles
- Recognizing top performers and service excellence
- Reducing turnover through engagement strategies
- Conducting stay interviews and exit analysis
- Building a healthy team culture in virtual environments
- Managing remote and hybrid work models
- Providing language and cultural training
- Developing multilingual customer service capabilities
- Ensuring equitable treatment across locations
- Aligning compensation and benefits to local standards
- Driving inclusivity and psychological safety
- Measuring employee satisfaction and engagement
Module 12: Quality Assurance and Continuous Improvement - Establishing a quality management framework
- Designing audit checklists for process adherence
- Conducting regular service quality reviews
- Implementing root cause analysis for recurring issues
- Using customer feedback to improve service design
- Creating feedback loops from frontline teams
- Applying Kaizen and PDCA cycles for optimization
- Identifying and eliminating non-value-added steps
- Driving improvements through data, not assumptions
- Setting up a Continuous Improvement Office
- Running improvement workshops and ideation sessions
- Capturing and prioritizing improvement ideas
- Measuring the impact of implemented changes
- Scaling successful pilots across the organization
- Creating a culture where everyone improves the process
- Integrating Six Sigma and Lean methodologies
- Using VOC (Voice of the Customer) to guide enhancements
- Conducting mystery shopping and service simulations
- Monitoring compliance with internal policies
- Reporting on quality trends and corrective actions
Module 13: Risk Management and Compliance - Identifying operational, financial, and reputational risks
- Conducting a comprehensive risk assessment
- Mapping risks to control frameworks (COSO, ISO)
- Designing internal controls for fraud and error prevention
- Ensuring compliance with SOX, GDPR, HIPAA, and other regulations
- Managing segregation of duties in centralized systems
- Conducting regular control testing and monitoring
- Documenting control design and operating effectiveness
- Establishing audit readiness protocols
- Working with internal and external auditors
- Managing cybersecurity threats and data breaches
- Implementing access controls and user provisioning
- Monitoring for suspicious or unauthorized activity
- Developing incident response and recovery plans
- Ensuring business continuity and disaster recovery
- Testing backup and restore procedures regularly
- Managing third-party vendor risks
- Conducting due diligence on subcontracted services
- Establishing service level agreements with vendors
- Reporting on risk exposure to leadership
Module 14: Client Management and Service Excellence - Defining internal clients and service expectations
- Conducting client needs assessments and surveys
- Mapping client journey touchpoints
- Designing service standards and response time targets
- Establishing Service Level Agreements (SLAs)
- Negotiating SLAs with business unit leaders
- Documenting service commitments and metrics
- Creating Operational Level Agreements (OLAs)
- Managing SLA performance and reporting violations
- Conducting quarterly business reviews with clients
- Handling service complaints and escalations
- Implementing client feedback loops
- Recognizing and rewarding client partners
- Building long-term partnerships with stakeholders
- Developing a client advisory board
- Co-creating service improvements with users
- Delivering proactive service updates and alerts
- Measuring and improving client satisfaction
- Creating a service excellence recognition program
- Aligning service quality with brand reputation
Module 15: Advanced Operating Models and Global Integration - Scaling the SSC from regional to global operations
- Integrating multiple shared services centers
- Managing federated models with shared standards
- Creating Centers of Expertise within the SSC
- Implementing a Global Business Services (GBS) model
- Aligning SSC strategy with M&A integration
- Supporting divestitures and spin-offs
- Harmonizing services after organizational changes
- Developing playbooks for rapid scaling
- Integrating new geographies into the operating model
- Standardizing governance across all sites
- Ensuring consistent service delivery globally
- Managing cultural and language diversity
- Developing global leadership pipelines
- Creating virtual teams across time zones
- Optimizing workload distribution across locations
- Leveraging global shift models for 24/7 coverage
- Building redundancy and failover capabilities
- Measuring global operating efficiency
- Reporting consolidated performance to headquarters
Module 16: Certification, Mastery, and Career Advancement - Reviewing core competencies mastered throughout the course
- Applying knowledge to a comprehensive capstone project
- Designing a full SSC implementation blueprint
- Presenting your strategy to a mock leadership panel
- Receiving personalized feedback on your plan
- Finalizing your professional portfolio of work
- Preparing for certification assessment
- Submitting your completion requirements
- Earning your Certificate of Completion issued by The Art of Service
- Unlocking access to the alumni network and resources
- Updating your LinkedIn profile with digital badge
- Using the certification in job applications and promotions
- Negotiating higher compensation with verified credentials
- Positioning yourself as a transformation leader
- Transitioning from contributor to strategic advisor
- Pursuing advanced roles: SSC Director, GBS Lead, COE Head
- Consulting opportunities using the course framework
- Delivering internal training using course materials
- Extending your impact across the organization
- Continuing your learning journey with recommended resources
- Selecting core technologies for shared services operations
- Evaluating ERP systems with SSC capabilities
- Integrating workflow automation and case management tools
- Implementing robotic process automation (RPA) for repetitive tasks
- Leveraging AI for intelligent document processing and insights
- Choosing a service management platform (e.g., ServiceNow)
- Designing self-service portals for employees and managers
- Configuring workflow engines for approvals and escalations
- Ensuring system interoperability and API connectivity
- Digitalizing forms, templates, and submission methods
- Securing data across multiple systems and locations
- Designing user-friendly interfaces for global adoption
- Building dashboards for real-time performance tracking
- Using analytics to predict service demand and bottlenecks
- Integrating with payroll, HRIS, and finance systems
- Managing master data consistency across platforms
- Implementing mobile access for remote workers
- Planning for cloud migration and SaaS adoption
- Establishing IT support models for the SSC
- Creating a technology roadmap aligned to business needs
Module 7: Service Delivery Models and Operating Frameworks - Designing tiered service support structures (L1, L2, L3)
- Defining service request types and categorization rules
- Implementing a global service desk with local language support
- Setting up virtual and in-person service channels
- Designing multilingual service delivery capabilities
- Managing walk-in, email, chat, and phone support options
- Creating knowledge bases and FAQs for self-resolution
- Standardizing incident, problem, and change management
- Integrating service catalog design with user experience
- Defining service request lifecycle and stage tracking
- Implementing automated routing and triage mechanisms
- Designing service recovery protocols for failed requests
- Managing high-volume transactional services efficiently
- Optimizing service delivery for peak workloads
- Creating customer journey maps for key service interactions
- Reducing handoffs and rework through process design
- Integrating feedback loops into service operations
- Scaling service delivery during organizational changes
- Designing surge capacity for month-end or peak periods
- Ensuring service continuity during disruptions
Module 8: Performance Measurement and KPIs - Defining key performance indicators for shared services
- Differentiating efficiency, effectiveness, and quality metrics
- Selecting KPIs: SLA compliance, cost per transaction, FTE productivity
- Setting realistic and stretch targets for each metric
- Designing balanced scorecards for management reporting
- Tracking first-time resolution and repeat contact rates
- Measuring customer satisfaction (CSAT) and Net Promoter Score (NPS)
- Monitoring cycle time, backlog, and resolution time
- Calculating cost savings and avoidance consistently
- Using benchmarking data to set performance baselines
- Reporting on employee engagement and attrition in the SSC
- Tracking automation savings and error reduction rates
- Establishing real-time dashboards for operational visibility
- Creating automated alerts for performance deviations
- Conducting regular KPI review meetings with stakeholders
- Revising metrics based on changing business needs
- Aligning team incentives to performance outcomes
- Identifying leading vs lagging indicators
- Using data to drive continuous improvement initiatives
- Communicating performance trends to executive leadership
Module 9: Financial Management and Cost Optimization - Designing SSC cost recovery and chargeback models
- Calculating fully loaded cost per FTE and per transaction
- Allocating costs to business units based on usage
- Creating transparency in service funding and investment
- Benchmarking unit costs against industry standards
- Identifying cost drivers and waste in operations
- Applying zero-based budgeting principles to SSC spending
- Negotiating vendor contracts for shared infrastructure
- Optimizing staffing models to reduce idle time
- Leveraging automation to lower labor intensity
- Monitoring variance between budget and actual spend
- Forecasting future funding requirements
- Conducting periodic cost efficiency audits
- Reconciling financial data across multiple systems
- Justifying investment in new tools and capabilities
- Managing currency fluctuations in global operations
- Reporting on financial ROI to the CFO’s office
- Building a business case for reinvestment in the SSC
- Aligning cost strategy with pricing of internal services
- Evaluating outsource vs insource cost tradeoffs
Module 10: Change Management and Stakeholder Engagement - Developing a comprehensive change management plan
- Identifying key stakeholders and their influence levels
- Conducting stakeholder impact assessments
- Designing targeted communication strategies for each group
- Creating a communication calendar with key milestones
- Managing resistance from decentralized unit leaders
- Building coalitions of internal advocates and champions
- Running educational sessions and leadership briefings
- Developing FAQs, toolkits, and reference materials
- Managing rumors and misinformation promptly
- Using storytelling to illustrate benefits and successes
- Conducting pulse surveys to measure sentiment
- Adjusting messaging based on feedback
- Recognizing and celebrating early wins
- Developing transition plans for affected employees
- Supporting redeployment and retraining initiatives
- Managing emotional and psychological aspects of change
- Ensuring consistent messaging across all channels
- Measuring change adoption and readiness
- Sustaining momentum through ongoing engagement
Module 11: Talent Strategy, Recruitment, and Retention - Defining the SSC talent profile: Skills, competencies, mindset
- Designing job descriptions for shared services roles
- Building a recruitment pipeline with local and global reach
- Developing onboarding programs tailored to SSC culture
- Creating training paths for technical and soft skills
- Implementing mentorship and buddy systems
- Designing career ladders and progression frameworks
- Offering certification and professional development
- Managing performance appraisals and feedback cycles
- Recognizing top performers and service excellence
- Reducing turnover through engagement strategies
- Conducting stay interviews and exit analysis
- Building a healthy team culture in virtual environments
- Managing remote and hybrid work models
- Providing language and cultural training
- Developing multilingual customer service capabilities
- Ensuring equitable treatment across locations
- Aligning compensation and benefits to local standards
- Driving inclusivity and psychological safety
- Measuring employee satisfaction and engagement
Module 12: Quality Assurance and Continuous Improvement - Establishing a quality management framework
- Designing audit checklists for process adherence
- Conducting regular service quality reviews
- Implementing root cause analysis for recurring issues
- Using customer feedback to improve service design
- Creating feedback loops from frontline teams
- Applying Kaizen and PDCA cycles for optimization
- Identifying and eliminating non-value-added steps
- Driving improvements through data, not assumptions
- Setting up a Continuous Improvement Office
- Running improvement workshops and ideation sessions
- Capturing and prioritizing improvement ideas
- Measuring the impact of implemented changes
- Scaling successful pilots across the organization
- Creating a culture where everyone improves the process
- Integrating Six Sigma and Lean methodologies
- Using VOC (Voice of the Customer) to guide enhancements
- Conducting mystery shopping and service simulations
- Monitoring compliance with internal policies
- Reporting on quality trends and corrective actions
Module 13: Risk Management and Compliance - Identifying operational, financial, and reputational risks
- Conducting a comprehensive risk assessment
- Mapping risks to control frameworks (COSO, ISO)
- Designing internal controls for fraud and error prevention
- Ensuring compliance with SOX, GDPR, HIPAA, and other regulations
- Managing segregation of duties in centralized systems
- Conducting regular control testing and monitoring
- Documenting control design and operating effectiveness
- Establishing audit readiness protocols
- Working with internal and external auditors
- Managing cybersecurity threats and data breaches
- Implementing access controls and user provisioning
- Monitoring for suspicious or unauthorized activity
- Developing incident response and recovery plans
- Ensuring business continuity and disaster recovery
- Testing backup and restore procedures regularly
- Managing third-party vendor risks
- Conducting due diligence on subcontracted services
- Establishing service level agreements with vendors
- Reporting on risk exposure to leadership
Module 14: Client Management and Service Excellence - Defining internal clients and service expectations
- Conducting client needs assessments and surveys
- Mapping client journey touchpoints
- Designing service standards and response time targets
- Establishing Service Level Agreements (SLAs)
- Negotiating SLAs with business unit leaders
- Documenting service commitments and metrics
- Creating Operational Level Agreements (OLAs)
- Managing SLA performance and reporting violations
- Conducting quarterly business reviews with clients
- Handling service complaints and escalations
- Implementing client feedback loops
- Recognizing and rewarding client partners
- Building long-term partnerships with stakeholders
- Developing a client advisory board
- Co-creating service improvements with users
- Delivering proactive service updates and alerts
- Measuring and improving client satisfaction
- Creating a service excellence recognition program
- Aligning service quality with brand reputation
Module 15: Advanced Operating Models and Global Integration - Scaling the SSC from regional to global operations
- Integrating multiple shared services centers
- Managing federated models with shared standards
- Creating Centers of Expertise within the SSC
- Implementing a Global Business Services (GBS) model
- Aligning SSC strategy with M&A integration
- Supporting divestitures and spin-offs
- Harmonizing services after organizational changes
- Developing playbooks for rapid scaling
- Integrating new geographies into the operating model
- Standardizing governance across all sites
- Ensuring consistent service delivery globally
- Managing cultural and language diversity
- Developing global leadership pipelines
- Creating virtual teams across time zones
- Optimizing workload distribution across locations
- Leveraging global shift models for 24/7 coverage
- Building redundancy and failover capabilities
- Measuring global operating efficiency
- Reporting consolidated performance to headquarters
Module 16: Certification, Mastery, and Career Advancement - Reviewing core competencies mastered throughout the course
- Applying knowledge to a comprehensive capstone project
- Designing a full SSC implementation blueprint
- Presenting your strategy to a mock leadership panel
- Receiving personalized feedback on your plan
- Finalizing your professional portfolio of work
- Preparing for certification assessment
- Submitting your completion requirements
- Earning your Certificate of Completion issued by The Art of Service
- Unlocking access to the alumni network and resources
- Updating your LinkedIn profile with digital badge
- Using the certification in job applications and promotions
- Negotiating higher compensation with verified credentials
- Positioning yourself as a transformation leader
- Transitioning from contributor to strategic advisor
- Pursuing advanced roles: SSC Director, GBS Lead, COE Head
- Consulting opportunities using the course framework
- Delivering internal training using course materials
- Extending your impact across the organization
- Continuing your learning journey with recommended resources
- Defining key performance indicators for shared services
- Differentiating efficiency, effectiveness, and quality metrics
- Selecting KPIs: SLA compliance, cost per transaction, FTE productivity
- Setting realistic and stretch targets for each metric
- Designing balanced scorecards for management reporting
- Tracking first-time resolution and repeat contact rates
- Measuring customer satisfaction (CSAT) and Net Promoter Score (NPS)
- Monitoring cycle time, backlog, and resolution time
- Calculating cost savings and avoidance consistently
- Using benchmarking data to set performance baselines
- Reporting on employee engagement and attrition in the SSC
- Tracking automation savings and error reduction rates
- Establishing real-time dashboards for operational visibility
- Creating automated alerts for performance deviations
- Conducting regular KPI review meetings with stakeholders
- Revising metrics based on changing business needs
- Aligning team incentives to performance outcomes
- Identifying leading vs lagging indicators
- Using data to drive continuous improvement initiatives
- Communicating performance trends to executive leadership
Module 9: Financial Management and Cost Optimization - Designing SSC cost recovery and chargeback models
- Calculating fully loaded cost per FTE and per transaction
- Allocating costs to business units based on usage
- Creating transparency in service funding and investment
- Benchmarking unit costs against industry standards
- Identifying cost drivers and waste in operations
- Applying zero-based budgeting principles to SSC spending
- Negotiating vendor contracts for shared infrastructure
- Optimizing staffing models to reduce idle time
- Leveraging automation to lower labor intensity
- Monitoring variance between budget and actual spend
- Forecasting future funding requirements
- Conducting periodic cost efficiency audits
- Reconciling financial data across multiple systems
- Justifying investment in new tools and capabilities
- Managing currency fluctuations in global operations
- Reporting on financial ROI to the CFO’s office
- Building a business case for reinvestment in the SSC
- Aligning cost strategy with pricing of internal services
- Evaluating outsource vs insource cost tradeoffs
Module 10: Change Management and Stakeholder Engagement - Developing a comprehensive change management plan
- Identifying key stakeholders and their influence levels
- Conducting stakeholder impact assessments
- Designing targeted communication strategies for each group
- Creating a communication calendar with key milestones
- Managing resistance from decentralized unit leaders
- Building coalitions of internal advocates and champions
- Running educational sessions and leadership briefings
- Developing FAQs, toolkits, and reference materials
- Managing rumors and misinformation promptly
- Using storytelling to illustrate benefits and successes
- Conducting pulse surveys to measure sentiment
- Adjusting messaging based on feedback
- Recognizing and celebrating early wins
- Developing transition plans for affected employees
- Supporting redeployment and retraining initiatives
- Managing emotional and psychological aspects of change
- Ensuring consistent messaging across all channels
- Measuring change adoption and readiness
- Sustaining momentum through ongoing engagement
Module 11: Talent Strategy, Recruitment, and Retention - Defining the SSC talent profile: Skills, competencies, mindset
- Designing job descriptions for shared services roles
- Building a recruitment pipeline with local and global reach
- Developing onboarding programs tailored to SSC culture
- Creating training paths for technical and soft skills
- Implementing mentorship and buddy systems
- Designing career ladders and progression frameworks
- Offering certification and professional development
- Managing performance appraisals and feedback cycles
- Recognizing top performers and service excellence
- Reducing turnover through engagement strategies
- Conducting stay interviews and exit analysis
- Building a healthy team culture in virtual environments
- Managing remote and hybrid work models
- Providing language and cultural training
- Developing multilingual customer service capabilities
- Ensuring equitable treatment across locations
- Aligning compensation and benefits to local standards
- Driving inclusivity and psychological safety
- Measuring employee satisfaction and engagement
Module 12: Quality Assurance and Continuous Improvement - Establishing a quality management framework
- Designing audit checklists for process adherence
- Conducting regular service quality reviews
- Implementing root cause analysis for recurring issues
- Using customer feedback to improve service design
- Creating feedback loops from frontline teams
- Applying Kaizen and PDCA cycles for optimization
- Identifying and eliminating non-value-added steps
- Driving improvements through data, not assumptions
- Setting up a Continuous Improvement Office
- Running improvement workshops and ideation sessions
- Capturing and prioritizing improvement ideas
- Measuring the impact of implemented changes
- Scaling successful pilots across the organization
- Creating a culture where everyone improves the process
- Integrating Six Sigma and Lean methodologies
- Using VOC (Voice of the Customer) to guide enhancements
- Conducting mystery shopping and service simulations
- Monitoring compliance with internal policies
- Reporting on quality trends and corrective actions
Module 13: Risk Management and Compliance - Identifying operational, financial, and reputational risks
- Conducting a comprehensive risk assessment
- Mapping risks to control frameworks (COSO, ISO)
- Designing internal controls for fraud and error prevention
- Ensuring compliance with SOX, GDPR, HIPAA, and other regulations
- Managing segregation of duties in centralized systems
- Conducting regular control testing and monitoring
- Documenting control design and operating effectiveness
- Establishing audit readiness protocols
- Working with internal and external auditors
- Managing cybersecurity threats and data breaches
- Implementing access controls and user provisioning
- Monitoring for suspicious or unauthorized activity
- Developing incident response and recovery plans
- Ensuring business continuity and disaster recovery
- Testing backup and restore procedures regularly
- Managing third-party vendor risks
- Conducting due diligence on subcontracted services
- Establishing service level agreements with vendors
- Reporting on risk exposure to leadership
Module 14: Client Management and Service Excellence - Defining internal clients and service expectations
- Conducting client needs assessments and surveys
- Mapping client journey touchpoints
- Designing service standards and response time targets
- Establishing Service Level Agreements (SLAs)
- Negotiating SLAs with business unit leaders
- Documenting service commitments and metrics
- Creating Operational Level Agreements (OLAs)
- Managing SLA performance and reporting violations
- Conducting quarterly business reviews with clients
- Handling service complaints and escalations
- Implementing client feedback loops
- Recognizing and rewarding client partners
- Building long-term partnerships with stakeholders
- Developing a client advisory board
- Co-creating service improvements with users
- Delivering proactive service updates and alerts
- Measuring and improving client satisfaction
- Creating a service excellence recognition program
- Aligning service quality with brand reputation
Module 15: Advanced Operating Models and Global Integration - Scaling the SSC from regional to global operations
- Integrating multiple shared services centers
- Managing federated models with shared standards
- Creating Centers of Expertise within the SSC
- Implementing a Global Business Services (GBS) model
- Aligning SSC strategy with M&A integration
- Supporting divestitures and spin-offs
- Harmonizing services after organizational changes
- Developing playbooks for rapid scaling
- Integrating new geographies into the operating model
- Standardizing governance across all sites
- Ensuring consistent service delivery globally
- Managing cultural and language diversity
- Developing global leadership pipelines
- Creating virtual teams across time zones
- Optimizing workload distribution across locations
- Leveraging global shift models for 24/7 coverage
- Building redundancy and failover capabilities
- Measuring global operating efficiency
- Reporting consolidated performance to headquarters
Module 16: Certification, Mastery, and Career Advancement - Reviewing core competencies mastered throughout the course
- Applying knowledge to a comprehensive capstone project
- Designing a full SSC implementation blueprint
- Presenting your strategy to a mock leadership panel
- Receiving personalized feedback on your plan
- Finalizing your professional portfolio of work
- Preparing for certification assessment
- Submitting your completion requirements
- Earning your Certificate of Completion issued by The Art of Service
- Unlocking access to the alumni network and resources
- Updating your LinkedIn profile with digital badge
- Using the certification in job applications and promotions
- Negotiating higher compensation with verified credentials
- Positioning yourself as a transformation leader
- Transitioning from contributor to strategic advisor
- Pursuing advanced roles: SSC Director, GBS Lead, COE Head
- Consulting opportunities using the course framework
- Delivering internal training using course materials
- Extending your impact across the organization
- Continuing your learning journey with recommended resources
- Developing a comprehensive change management plan
- Identifying key stakeholders and their influence levels
- Conducting stakeholder impact assessments
- Designing targeted communication strategies for each group
- Creating a communication calendar with key milestones
- Managing resistance from decentralized unit leaders
- Building coalitions of internal advocates and champions
- Running educational sessions and leadership briefings
- Developing FAQs, toolkits, and reference materials
- Managing rumors and misinformation promptly
- Using storytelling to illustrate benefits and successes
- Conducting pulse surveys to measure sentiment
- Adjusting messaging based on feedback
- Recognizing and celebrating early wins
- Developing transition plans for affected employees
- Supporting redeployment and retraining initiatives
- Managing emotional and psychological aspects of change
- Ensuring consistent messaging across all channels
- Measuring change adoption and readiness
- Sustaining momentum through ongoing engagement
Module 11: Talent Strategy, Recruitment, and Retention - Defining the SSC talent profile: Skills, competencies, mindset
- Designing job descriptions for shared services roles
- Building a recruitment pipeline with local and global reach
- Developing onboarding programs tailored to SSC culture
- Creating training paths for technical and soft skills
- Implementing mentorship and buddy systems
- Designing career ladders and progression frameworks
- Offering certification and professional development
- Managing performance appraisals and feedback cycles
- Recognizing top performers and service excellence
- Reducing turnover through engagement strategies
- Conducting stay interviews and exit analysis
- Building a healthy team culture in virtual environments
- Managing remote and hybrid work models
- Providing language and cultural training
- Developing multilingual customer service capabilities
- Ensuring equitable treatment across locations
- Aligning compensation and benefits to local standards
- Driving inclusivity and psychological safety
- Measuring employee satisfaction and engagement
Module 12: Quality Assurance and Continuous Improvement - Establishing a quality management framework
- Designing audit checklists for process adherence
- Conducting regular service quality reviews
- Implementing root cause analysis for recurring issues
- Using customer feedback to improve service design
- Creating feedback loops from frontline teams
- Applying Kaizen and PDCA cycles for optimization
- Identifying and eliminating non-value-added steps
- Driving improvements through data, not assumptions
- Setting up a Continuous Improvement Office
- Running improvement workshops and ideation sessions
- Capturing and prioritizing improvement ideas
- Measuring the impact of implemented changes
- Scaling successful pilots across the organization
- Creating a culture where everyone improves the process
- Integrating Six Sigma and Lean methodologies
- Using VOC (Voice of the Customer) to guide enhancements
- Conducting mystery shopping and service simulations
- Monitoring compliance with internal policies
- Reporting on quality trends and corrective actions
Module 13: Risk Management and Compliance - Identifying operational, financial, and reputational risks
- Conducting a comprehensive risk assessment
- Mapping risks to control frameworks (COSO, ISO)
- Designing internal controls for fraud and error prevention
- Ensuring compliance with SOX, GDPR, HIPAA, and other regulations
- Managing segregation of duties in centralized systems
- Conducting regular control testing and monitoring
- Documenting control design and operating effectiveness
- Establishing audit readiness protocols
- Working with internal and external auditors
- Managing cybersecurity threats and data breaches
- Implementing access controls and user provisioning
- Monitoring for suspicious or unauthorized activity
- Developing incident response and recovery plans
- Ensuring business continuity and disaster recovery
- Testing backup and restore procedures regularly
- Managing third-party vendor risks
- Conducting due diligence on subcontracted services
- Establishing service level agreements with vendors
- Reporting on risk exposure to leadership
Module 14: Client Management and Service Excellence - Defining internal clients and service expectations
- Conducting client needs assessments and surveys
- Mapping client journey touchpoints
- Designing service standards and response time targets
- Establishing Service Level Agreements (SLAs)
- Negotiating SLAs with business unit leaders
- Documenting service commitments and metrics
- Creating Operational Level Agreements (OLAs)
- Managing SLA performance and reporting violations
- Conducting quarterly business reviews with clients
- Handling service complaints and escalations
- Implementing client feedback loops
- Recognizing and rewarding client partners
- Building long-term partnerships with stakeholders
- Developing a client advisory board
- Co-creating service improvements with users
- Delivering proactive service updates and alerts
- Measuring and improving client satisfaction
- Creating a service excellence recognition program
- Aligning service quality with brand reputation
Module 15: Advanced Operating Models and Global Integration - Scaling the SSC from regional to global operations
- Integrating multiple shared services centers
- Managing federated models with shared standards
- Creating Centers of Expertise within the SSC
- Implementing a Global Business Services (GBS) model
- Aligning SSC strategy with M&A integration
- Supporting divestitures and spin-offs
- Harmonizing services after organizational changes
- Developing playbooks for rapid scaling
- Integrating new geographies into the operating model
- Standardizing governance across all sites
- Ensuring consistent service delivery globally
- Managing cultural and language diversity
- Developing global leadership pipelines
- Creating virtual teams across time zones
- Optimizing workload distribution across locations
- Leveraging global shift models for 24/7 coverage
- Building redundancy and failover capabilities
- Measuring global operating efficiency
- Reporting consolidated performance to headquarters
Module 16: Certification, Mastery, and Career Advancement - Reviewing core competencies mastered throughout the course
- Applying knowledge to a comprehensive capstone project
- Designing a full SSC implementation blueprint
- Presenting your strategy to a mock leadership panel
- Receiving personalized feedback on your plan
- Finalizing your professional portfolio of work
- Preparing for certification assessment
- Submitting your completion requirements
- Earning your Certificate of Completion issued by The Art of Service
- Unlocking access to the alumni network and resources
- Updating your LinkedIn profile with digital badge
- Using the certification in job applications and promotions
- Negotiating higher compensation with verified credentials
- Positioning yourself as a transformation leader
- Transitioning from contributor to strategic advisor
- Pursuing advanced roles: SSC Director, GBS Lead, COE Head
- Consulting opportunities using the course framework
- Delivering internal training using course materials
- Extending your impact across the organization
- Continuing your learning journey with recommended resources
- Establishing a quality management framework
- Designing audit checklists for process adherence
- Conducting regular service quality reviews
- Implementing root cause analysis for recurring issues
- Using customer feedback to improve service design
- Creating feedback loops from frontline teams
- Applying Kaizen and PDCA cycles for optimization
- Identifying and eliminating non-value-added steps
- Driving improvements through data, not assumptions
- Setting up a Continuous Improvement Office
- Running improvement workshops and ideation sessions
- Capturing and prioritizing improvement ideas
- Measuring the impact of implemented changes
- Scaling successful pilots across the organization
- Creating a culture where everyone improves the process
- Integrating Six Sigma and Lean methodologies
- Using VOC (Voice of the Customer) to guide enhancements
- Conducting mystery shopping and service simulations
- Monitoring compliance with internal policies
- Reporting on quality trends and corrective actions
Module 13: Risk Management and Compliance - Identifying operational, financial, and reputational risks
- Conducting a comprehensive risk assessment
- Mapping risks to control frameworks (COSO, ISO)
- Designing internal controls for fraud and error prevention
- Ensuring compliance with SOX, GDPR, HIPAA, and other regulations
- Managing segregation of duties in centralized systems
- Conducting regular control testing and monitoring
- Documenting control design and operating effectiveness
- Establishing audit readiness protocols
- Working with internal and external auditors
- Managing cybersecurity threats and data breaches
- Implementing access controls and user provisioning
- Monitoring for suspicious or unauthorized activity
- Developing incident response and recovery plans
- Ensuring business continuity and disaster recovery
- Testing backup and restore procedures regularly
- Managing third-party vendor risks
- Conducting due diligence on subcontracted services
- Establishing service level agreements with vendors
- Reporting on risk exposure to leadership
Module 14: Client Management and Service Excellence - Defining internal clients and service expectations
- Conducting client needs assessments and surveys
- Mapping client journey touchpoints
- Designing service standards and response time targets
- Establishing Service Level Agreements (SLAs)
- Negotiating SLAs with business unit leaders
- Documenting service commitments and metrics
- Creating Operational Level Agreements (OLAs)
- Managing SLA performance and reporting violations
- Conducting quarterly business reviews with clients
- Handling service complaints and escalations
- Implementing client feedback loops
- Recognizing and rewarding client partners
- Building long-term partnerships with stakeholders
- Developing a client advisory board
- Co-creating service improvements with users
- Delivering proactive service updates and alerts
- Measuring and improving client satisfaction
- Creating a service excellence recognition program
- Aligning service quality with brand reputation
Module 15: Advanced Operating Models and Global Integration - Scaling the SSC from regional to global operations
- Integrating multiple shared services centers
- Managing federated models with shared standards
- Creating Centers of Expertise within the SSC
- Implementing a Global Business Services (GBS) model
- Aligning SSC strategy with M&A integration
- Supporting divestitures and spin-offs
- Harmonizing services after organizational changes
- Developing playbooks for rapid scaling
- Integrating new geographies into the operating model
- Standardizing governance across all sites
- Ensuring consistent service delivery globally
- Managing cultural and language diversity
- Developing global leadership pipelines
- Creating virtual teams across time zones
- Optimizing workload distribution across locations
- Leveraging global shift models for 24/7 coverage
- Building redundancy and failover capabilities
- Measuring global operating efficiency
- Reporting consolidated performance to headquarters
Module 16: Certification, Mastery, and Career Advancement - Reviewing core competencies mastered throughout the course
- Applying knowledge to a comprehensive capstone project
- Designing a full SSC implementation blueprint
- Presenting your strategy to a mock leadership panel
- Receiving personalized feedback on your plan
- Finalizing your professional portfolio of work
- Preparing for certification assessment
- Submitting your completion requirements
- Earning your Certificate of Completion issued by The Art of Service
- Unlocking access to the alumni network and resources
- Updating your LinkedIn profile with digital badge
- Using the certification in job applications and promotions
- Negotiating higher compensation with verified credentials
- Positioning yourself as a transformation leader
- Transitioning from contributor to strategic advisor
- Pursuing advanced roles: SSC Director, GBS Lead, COE Head
- Consulting opportunities using the course framework
- Delivering internal training using course materials
- Extending your impact across the organization
- Continuing your learning journey with recommended resources
- Defining internal clients and service expectations
- Conducting client needs assessments and surveys
- Mapping client journey touchpoints
- Designing service standards and response time targets
- Establishing Service Level Agreements (SLAs)
- Negotiating SLAs with business unit leaders
- Documenting service commitments and metrics
- Creating Operational Level Agreements (OLAs)
- Managing SLA performance and reporting violations
- Conducting quarterly business reviews with clients
- Handling service complaints and escalations
- Implementing client feedback loops
- Recognizing and rewarding client partners
- Building long-term partnerships with stakeholders
- Developing a client advisory board
- Co-creating service improvements with users
- Delivering proactive service updates and alerts
- Measuring and improving client satisfaction
- Creating a service excellence recognition program
- Aligning service quality with brand reputation
Module 15: Advanced Operating Models and Global Integration - Scaling the SSC from regional to global operations
- Integrating multiple shared services centers
- Managing federated models with shared standards
- Creating Centers of Expertise within the SSC
- Implementing a Global Business Services (GBS) model
- Aligning SSC strategy with M&A integration
- Supporting divestitures and spin-offs
- Harmonizing services after organizational changes
- Developing playbooks for rapid scaling
- Integrating new geographies into the operating model
- Standardizing governance across all sites
- Ensuring consistent service delivery globally
- Managing cultural and language diversity
- Developing global leadership pipelines
- Creating virtual teams across time zones
- Optimizing workload distribution across locations
- Leveraging global shift models for 24/7 coverage
- Building redundancy and failover capabilities
- Measuring global operating efficiency
- Reporting consolidated performance to headquarters
Module 16: Certification, Mastery, and Career Advancement - Reviewing core competencies mastered throughout the course
- Applying knowledge to a comprehensive capstone project
- Designing a full SSC implementation blueprint
- Presenting your strategy to a mock leadership panel
- Receiving personalized feedback on your plan
- Finalizing your professional portfolio of work
- Preparing for certification assessment
- Submitting your completion requirements
- Earning your Certificate of Completion issued by The Art of Service
- Unlocking access to the alumni network and resources
- Updating your LinkedIn profile with digital badge
- Using the certification in job applications and promotions
- Negotiating higher compensation with verified credentials
- Positioning yourself as a transformation leader
- Transitioning from contributor to strategic advisor
- Pursuing advanced roles: SSC Director, GBS Lead, COE Head
- Consulting opportunities using the course framework
- Delivering internal training using course materials
- Extending your impact across the organization
- Continuing your learning journey with recommended resources
- Reviewing core competencies mastered throughout the course
- Applying knowledge to a comprehensive capstone project
- Designing a full SSC implementation blueprint
- Presenting your strategy to a mock leadership panel
- Receiving personalized feedback on your plan
- Finalizing your professional portfolio of work
- Preparing for certification assessment
- Submitting your completion requirements
- Earning your Certificate of Completion issued by The Art of Service
- Unlocking access to the alumni network and resources
- Updating your LinkedIn profile with digital badge
- Using the certification in job applications and promotions
- Negotiating higher compensation with verified credentials
- Positioning yourself as a transformation leader
- Transitioning from contributor to strategic advisor
- Pursuing advanced roles: SSC Director, GBS Lead, COE Head
- Consulting opportunities using the course framework
- Delivering internal training using course materials
- Extending your impact across the organization
- Continuing your learning journey with recommended resources