Mastering Shared Service Centers: Building High-Performance Teams and Processes for Global Efficiency
You’re under pressure. Stakeholders demand leaner operations, faster turnaround, and measurable gains in efficiency - all without compromising quality or compliance. You know shared service centers hold the key, but turning vision into reality is where most leaders stall, trapped between siloed teams, inconsistent processes, and unclear governance. What if you could step into your next leadership meeting with a fully operational blueprint for a high-performance shared service center that drives real savings, scales across regions, and becomes a trusted partner across finance, HR, IT, and procurement? The Mastering Shared Service Centers: Building High-Performance Teams and Processes for Global Efficiency course is not theory. It's the exact system used by transformation leads at Fortune 500s to transition from scattered support functions to globally integrated, outcome-driven service models - achieving up to 40% cost reduction and a 60% improvement in service-level adherence within 12 months. One recent participant, Maria K., Global Operations Director at a multinational pharmaceutical firm, used this framework to consolidate five regional finance teams into a single center. Within nine months, her team reduced month-end close cycles from 12 to 5 days and increased employee satisfaction scores by 35%, all while maintaining 100% audit readiness. This course bridges the gap between strategy and execution. It equips you with proven methodologies to design, launch, and lead high-impact shared service centers that deliver tangible ROI, earn executive backing, and future-proof your career in an era of global operational excellence. Here’s how this course is structured to help you get there.Course Format & Delivery Details Learn on Your Terms - No Deadlines, No Pressure
This is a self-paced course with immediate online access. You take full control of your learning journey. There are no fixed start dates, no live sessions to attend, and no rigid weekly schedules. Whether you have 30 minutes between meetings or a full day to focus, the content adapts to you. Most professionals complete the core modules in 6 to 8 weeks, with many implementing key components in parallel and seeing measurable progress in under 30 days. You’ll walk away with actionable tools, templates, and frameworks you can deploy immediately - not just knowledge to file away. Lifetime Access, Continuous Value
Once enrolled, you receive lifetime access to all course materials. This means no expiry, no paywalls, and no risk of losing access. Even as best practices evolve and global standards shift, you’ll receive ongoing updates at no extra cost, ensuring your skills stay cutting-edge for years to come. Access is available 24/7 from any device. Whether you're on a desktop in your office, a tablet at home, or a smartphone during international travel, the platform is mobile-friendly, fully responsive, and secure. Expert-Led Support You Can Rely On
You are not learning in isolation. Throughout the course, you’ll have direct access to instructor guidance through structured Q&A channels. The materials are developed and maintained by senior practitioners with over two decades of global shared services experience across EMEA, APAC, and the Americas. Each concept is grounded in real enterprise challenges - from change resistance to integration complexity - so you’re not just learning models, you’re learning how to apply them under pressure. A Globally Recognised Credential
Upon successful completion, you’ll earn a Certificate of Completion issued by The Art of Service. This is not a participation badge. This certification is recognised by enterprises, consultancies, and talent acquisition teams worldwide as proof of applied expertise in shared services transformation, operational design, and service delivery excellence. Many graduates have used this credential to lead enterprise transformation programs, advance into GBS leadership roles, or validate their expertise during global promotion reviews. No Hidden Fees - Full Transparency
Our pricing is straightforward with no hidden fees. What you see is exactly what you pay. There are no upsells, no tiered access models, and no surprise charges after enrollment. We accept all major payment methods including Visa, Mastercard, and PayPal - so you can enrol with confidence using the platform you already trust. Zero-Risk Enrollment - Your Success Is Guaranteed
We stand firmly behind the value of this course. That’s why we offer a complete satisfaction guarantee. If you go through the material and find it doesn’t meet your expectations, you can request a full refund - no questions asked. This isn’t just a promise. It’s a risk reversal. We remove the hesitation so you can focus solely on your growth. What You’ll Experience After Enrolment
After registration, you’ll receive a confirmation email acknowledging your enrolment. Your access details and login information will be sent separately once your course materials are fully activated and ready for use. This ensures you begin with a seamless, fully tested experience - not rushed access to incomplete content. “Will This Work for Me?” - We’ve Got You Covered
Whether you're a Finance Director consolidating regional teams, an HR Leader building a global service delivery model, or a Consultant advising clients on operational transformation, this course is designed for real-world application across functions and geographies. This works even if you’ve tried other frameworks that failed to deliver, if you're operating in a highly regulated industry, or if your organisation resists change. The tools are modular, scalable, and designed to generate momentum in complex, matrixed environments. With explicit implementation pathways, role-specific templates, and diagnostics used by leading global enterprises, you’ll have everything required to adapt the content to your unique context and gain buy-in from day one.
Extensive and Detailed Course Curriculum
Module 1: Foundations of Shared Service Centers - Defining shared service centers vs. outsourcing vs. GBS
- Core value drivers of centralised service delivery
- Historical evolution and modern best practices
- Industry benchmarks in cost, quality, and scalability
- Key stakeholders and their expectations
- Global operating models and geographic considerations
- Evaluating organisational readiness for transformation
- Identifying early wins to build momentum
- Common failure patterns and how to avoid them
- Developing a clear vision and strategic intent
Module 2: Strategic Design and Business Case Development - Building a compelling business case for SSC implementation
- Calculating total cost of ownership across models
- Estimating hard and soft savings with precision
- Incorporating risk-adjusted financial modelling
- Defining service scope and boundaries
- Selecting functions for inclusion: Finance, HR, IT, Procurement, Legal
- Phased rollout vs. big bang deployment strategies
- Aligning the SSC strategy with enterprise goals
- Engaging C-suite sponsors with data-driven insights
- Creating a board-ready SSC proposal
Module 3: Organisational Structure and Governance - Designing optimal SSC organisational charts
- Defining roles: SSC Director, Process Owner, Service Manager
- Establishing clear accountability frameworks
- Designing a governance model: Steering Committee, CAB, PMO
- Service level agreement development and negotiation
- Operational level agreements with business units
- Escalation pathways and decision rights
- Centralised vs. federated governance models
- Balancing autonomy with compliance
- Managing dual reporting lines effectively
Module 4: Process Standardisation and Optimisation - Process identification and prioritisation matrix
- Conducting current state process mapping
- Identifying redundancies and bottlenecks
- Applying Lean principles to shared services
- Value stream mapping for end-to-end processes
- Developing standard operating procedures (SOPs)
- Building process libraries and knowledge repositories
- Designing for handoffs and cross-functional integration
- Metrics for process efficiency: cycle time, error rate, rework
- Continuous improvement through Kaizen events
Module 5: Talent Strategy and High-Performance Team Building - Competency frameworks for SSC roles
- Recruitment strategies in low-cost, high-skill locations
- Onboarding design for rapid productivity
- Building a performance-driven culture
- Designing incentive and recognition models
- Creating career progression ladders within the SSC
- Leadership development for SSC managers
- Workforce planning and capacity modelling
- Managing multilingual and multicultural teams
- Reducing turnover through engagement and growth
Module 6: Technology Enablement and System Integration - Selecting the right ERP platform for SSC operations
- System integration patterns: API, SFTP, middleware
- Data synchronisation across business units
- Workflow automation tools and best practices
- Designing role-based access and security protocols
- Low-code automation for process acceleration
- Document management and digitisation strategies
- Electronic signature and audit trail requirements
- AI and RPA readiness assessment
- Building a scalable technology roadmap
Module 7: Change Management and Stakeholder Engagement - Diagnosing resistance across business units
- Building a change coalition with peer leaders
- Developing targeted communication plans
- Managing union and Works Council considerations
- Conducting impact assessments for affected employees
- Transition planning for relocated roles
- Creating transparency through service portals
- Feedback loops and continuous listening mechanisms
- Training plans for users and requestors
- Measuring change adoption and sentiment
Module 8: Performance Measurement and KPI Frameworks - Designing a balanced scorecard for the SSC
- Defining leading and lagging indicators
- Operational KPIs: First Time Right, SLA adherence
- Financial KPIs: Cost per transaction, FTE ratio
- Customer experience metrics: CSAT, NPS
- Employee productivity and utilisation rates
- Dashboard design for leadership consumption
- Benchmarking against industry peers
- Monthly performance reviews and reporting rhythms
- KPI ownership and accountability
Module 9: Quality Assurance and Compliance Excellence - Designing a quality assurance framework
- Sampling strategies for transaction reviews
- Root cause analysis for recurring errors
- Corrective action and preventive action (CAPA) planning
- Audit preparation and documentation standards
- GDPR, SOX, and regional compliance alignment
- Internal controls within SSC processes
- Segregation of duties in centralised models
- Legal and regulatory filing obligations
- Maintaining certification readiness at all times
Module 10: Service Delivery and Customer Experience - Designing a service catalog with clear offerings
- Service request intake and triage design
- Self-service portal implementation
- Chatbot integration for Tier 1 support
- Service desk operating models
- Managing peak demand and overflow
- Customer journey mapping for service interactions
- Personalising service without sacrificing efficiency
- Handling complex escalations professionally
- Building trust through consistency and transparency
Module 11: Scalability and Global Expansion - Designing modular processes for replication
- Multi-country rollout planning
- Localisation vs standardisation trade-offs
- Cultural adaptation in process design
- Establishing satellite centers or hubs
- Time zone management for 24/7 coverage
- Languages, currencies, and tax implications
- Global payroll integrations and variances
- Consolidating multiple SSCs into a GBS model
- Strategic sourcing across global locations
Module 12: Innovation and Continuous Transformation - Embedding a culture of innovation in the SSC
- Idea management and employee suggestion systems
- Leveraging data analytics for predictive insights
- Identifying automation opportunities
- Piloting new technologies with low risk
- Building an innovation backlog
- Measuring the impact of transformation initiatives
- Partnering with digital transformation offices
- Future-proofing the SSC for emerging trends
- Transitioning from cost centre to value creator
Module 13: Risk Management and Business Continuity - Risk assessment for centralised operations
- Single point of failure mitigation
- Disaster recovery planning for SSCs
- Data backup and restoration protocols
- Workforce resilience in crisis scenarios
- Alternative staffing and surge capacity
- Geopolitical risk assessment
- Regulatory continuity across jurisdictions
- Third-party dependency audits
- Developing a business continuity playbook
Module 14: Financial Management and Cost Transparency - Cost allocation methodologies for shared services
- Chargeback vs showback models
- Pricing strategies for internal customers
- Budgeting for SSC operations
- Tracking ROI over time
- Making cost drivers visible to stakeholders
- Negotiating funding during funding cycles
- Operating within zero-based budgeting environments
- Managing inflation and wage growth impact
- Financial reporting for value demonstration
Module 15: Advanced Integration with GBS and ESM - Differentiating SSC from Global Business Services
- Integrating finance, HR, and IT under one umbrella
- Enterprise service management (ESM) principles
- Service integration and management (SIAM)
- Orchestrating multi-vendor environments
- Shared platforms for unified service delivery
- Aligning KPIs across functions
- Creating one face to the customer
- Establishing GBS leadership structures
- Scaling value beyond transactional efficiency
Module 16: Implementation Roadmap and Practical Application - Developing a 100-day implementation plan
- Securing project sponsorship and resources
- Conducting a detailed process inventory
- Selecting pilot processes for launch
- Setting up the initial SSC team
- Deploying core technologies and tools
- Running parallel operations for validation
- Executing cutover and hypercare support
- Transitioning ongoing support responsibilities
- Migrating additional processes in waves
- Tracking benefits realisation post-launch
- Conducting post-implementation reviews
- Adjusting the operating model based on feedback
- Scaling to additional geographies or functions
- Developing internal audit readiness checklists
- Creating user adoption dashboards
- Documenting lessons learned
- Building a sustainability plan for long-term success
- Establishing feedback loops with service users
- Preparing for external audits and certifications
Module 17: Certification, Career Advancement, and Next Steps - Reviewing all core competencies covered
- Completing the final assessment for certification
- Submitting your Certificate of Completion application
- What happens after certification is awarded
- Leveraging the credential in job applications and promotions
- Adding certification to LinkedIn and professional profiles
- How hiring managers view The Art of Service credentials
- Next steps in your GBS leadership journey
- Accessing alumni resources and templates
- Joining practitioner communities for ongoing growth
- Identifying advanced learning pathways
- Mentoring others in shared services transformation
- Becoming a recognised internal expert
- Presenting your success story to leadership
- Positioning yourself for global mobility
- Using your certification to lead future initiatives
- Maintaining active engagement with updates
- Registering your certification with professional bodies
- Accessing future advanced modules and toolkits
- Receiving exclusive invitations to practitioner roundtables
Module 1: Foundations of Shared Service Centers - Defining shared service centers vs. outsourcing vs. GBS
- Core value drivers of centralised service delivery
- Historical evolution and modern best practices
- Industry benchmarks in cost, quality, and scalability
- Key stakeholders and their expectations
- Global operating models and geographic considerations
- Evaluating organisational readiness for transformation
- Identifying early wins to build momentum
- Common failure patterns and how to avoid them
- Developing a clear vision and strategic intent
Module 2: Strategic Design and Business Case Development - Building a compelling business case for SSC implementation
- Calculating total cost of ownership across models
- Estimating hard and soft savings with precision
- Incorporating risk-adjusted financial modelling
- Defining service scope and boundaries
- Selecting functions for inclusion: Finance, HR, IT, Procurement, Legal
- Phased rollout vs. big bang deployment strategies
- Aligning the SSC strategy with enterprise goals
- Engaging C-suite sponsors with data-driven insights
- Creating a board-ready SSC proposal
Module 3: Organisational Structure and Governance - Designing optimal SSC organisational charts
- Defining roles: SSC Director, Process Owner, Service Manager
- Establishing clear accountability frameworks
- Designing a governance model: Steering Committee, CAB, PMO
- Service level agreement development and negotiation
- Operational level agreements with business units
- Escalation pathways and decision rights
- Centralised vs. federated governance models
- Balancing autonomy with compliance
- Managing dual reporting lines effectively
Module 4: Process Standardisation and Optimisation - Process identification and prioritisation matrix
- Conducting current state process mapping
- Identifying redundancies and bottlenecks
- Applying Lean principles to shared services
- Value stream mapping for end-to-end processes
- Developing standard operating procedures (SOPs)
- Building process libraries and knowledge repositories
- Designing for handoffs and cross-functional integration
- Metrics for process efficiency: cycle time, error rate, rework
- Continuous improvement through Kaizen events
Module 5: Talent Strategy and High-Performance Team Building - Competency frameworks for SSC roles
- Recruitment strategies in low-cost, high-skill locations
- Onboarding design for rapid productivity
- Building a performance-driven culture
- Designing incentive and recognition models
- Creating career progression ladders within the SSC
- Leadership development for SSC managers
- Workforce planning and capacity modelling
- Managing multilingual and multicultural teams
- Reducing turnover through engagement and growth
Module 6: Technology Enablement and System Integration - Selecting the right ERP platform for SSC operations
- System integration patterns: API, SFTP, middleware
- Data synchronisation across business units
- Workflow automation tools and best practices
- Designing role-based access and security protocols
- Low-code automation for process acceleration
- Document management and digitisation strategies
- Electronic signature and audit trail requirements
- AI and RPA readiness assessment
- Building a scalable technology roadmap
Module 7: Change Management and Stakeholder Engagement - Diagnosing resistance across business units
- Building a change coalition with peer leaders
- Developing targeted communication plans
- Managing union and Works Council considerations
- Conducting impact assessments for affected employees
- Transition planning for relocated roles
- Creating transparency through service portals
- Feedback loops and continuous listening mechanisms
- Training plans for users and requestors
- Measuring change adoption and sentiment
Module 8: Performance Measurement and KPI Frameworks - Designing a balanced scorecard for the SSC
- Defining leading and lagging indicators
- Operational KPIs: First Time Right, SLA adherence
- Financial KPIs: Cost per transaction, FTE ratio
- Customer experience metrics: CSAT, NPS
- Employee productivity and utilisation rates
- Dashboard design for leadership consumption
- Benchmarking against industry peers
- Monthly performance reviews and reporting rhythms
- KPI ownership and accountability
Module 9: Quality Assurance and Compliance Excellence - Designing a quality assurance framework
- Sampling strategies for transaction reviews
- Root cause analysis for recurring errors
- Corrective action and preventive action (CAPA) planning
- Audit preparation and documentation standards
- GDPR, SOX, and regional compliance alignment
- Internal controls within SSC processes
- Segregation of duties in centralised models
- Legal and regulatory filing obligations
- Maintaining certification readiness at all times
Module 10: Service Delivery and Customer Experience - Designing a service catalog with clear offerings
- Service request intake and triage design
- Self-service portal implementation
- Chatbot integration for Tier 1 support
- Service desk operating models
- Managing peak demand and overflow
- Customer journey mapping for service interactions
- Personalising service without sacrificing efficiency
- Handling complex escalations professionally
- Building trust through consistency and transparency
Module 11: Scalability and Global Expansion - Designing modular processes for replication
- Multi-country rollout planning
- Localisation vs standardisation trade-offs
- Cultural adaptation in process design
- Establishing satellite centers or hubs
- Time zone management for 24/7 coverage
- Languages, currencies, and tax implications
- Global payroll integrations and variances
- Consolidating multiple SSCs into a GBS model
- Strategic sourcing across global locations
Module 12: Innovation and Continuous Transformation - Embedding a culture of innovation in the SSC
- Idea management and employee suggestion systems
- Leveraging data analytics for predictive insights
- Identifying automation opportunities
- Piloting new technologies with low risk
- Building an innovation backlog
- Measuring the impact of transformation initiatives
- Partnering with digital transformation offices
- Future-proofing the SSC for emerging trends
- Transitioning from cost centre to value creator
Module 13: Risk Management and Business Continuity - Risk assessment for centralised operations
- Single point of failure mitigation
- Disaster recovery planning for SSCs
- Data backup and restoration protocols
- Workforce resilience in crisis scenarios
- Alternative staffing and surge capacity
- Geopolitical risk assessment
- Regulatory continuity across jurisdictions
- Third-party dependency audits
- Developing a business continuity playbook
Module 14: Financial Management and Cost Transparency - Cost allocation methodologies for shared services
- Chargeback vs showback models
- Pricing strategies for internal customers
- Budgeting for SSC operations
- Tracking ROI over time
- Making cost drivers visible to stakeholders
- Negotiating funding during funding cycles
- Operating within zero-based budgeting environments
- Managing inflation and wage growth impact
- Financial reporting for value demonstration
Module 15: Advanced Integration with GBS and ESM - Differentiating SSC from Global Business Services
- Integrating finance, HR, and IT under one umbrella
- Enterprise service management (ESM) principles
- Service integration and management (SIAM)
- Orchestrating multi-vendor environments
- Shared platforms for unified service delivery
- Aligning KPIs across functions
- Creating one face to the customer
- Establishing GBS leadership structures
- Scaling value beyond transactional efficiency
Module 16: Implementation Roadmap and Practical Application - Developing a 100-day implementation plan
- Securing project sponsorship and resources
- Conducting a detailed process inventory
- Selecting pilot processes for launch
- Setting up the initial SSC team
- Deploying core technologies and tools
- Running parallel operations for validation
- Executing cutover and hypercare support
- Transitioning ongoing support responsibilities
- Migrating additional processes in waves
- Tracking benefits realisation post-launch
- Conducting post-implementation reviews
- Adjusting the operating model based on feedback
- Scaling to additional geographies or functions
- Developing internal audit readiness checklists
- Creating user adoption dashboards
- Documenting lessons learned
- Building a sustainability plan for long-term success
- Establishing feedback loops with service users
- Preparing for external audits and certifications
Module 17: Certification, Career Advancement, and Next Steps - Reviewing all core competencies covered
- Completing the final assessment for certification
- Submitting your Certificate of Completion application
- What happens after certification is awarded
- Leveraging the credential in job applications and promotions
- Adding certification to LinkedIn and professional profiles
- How hiring managers view The Art of Service credentials
- Next steps in your GBS leadership journey
- Accessing alumni resources and templates
- Joining practitioner communities for ongoing growth
- Identifying advanced learning pathways
- Mentoring others in shared services transformation
- Becoming a recognised internal expert
- Presenting your success story to leadership
- Positioning yourself for global mobility
- Using your certification to lead future initiatives
- Maintaining active engagement with updates
- Registering your certification with professional bodies
- Accessing future advanced modules and toolkits
- Receiving exclusive invitations to practitioner roundtables
- Building a compelling business case for SSC implementation
- Calculating total cost of ownership across models
- Estimating hard and soft savings with precision
- Incorporating risk-adjusted financial modelling
- Defining service scope and boundaries
- Selecting functions for inclusion: Finance, HR, IT, Procurement, Legal
- Phased rollout vs. big bang deployment strategies
- Aligning the SSC strategy with enterprise goals
- Engaging C-suite sponsors with data-driven insights
- Creating a board-ready SSC proposal
Module 3: Organisational Structure and Governance - Designing optimal SSC organisational charts
- Defining roles: SSC Director, Process Owner, Service Manager
- Establishing clear accountability frameworks
- Designing a governance model: Steering Committee, CAB, PMO
- Service level agreement development and negotiation
- Operational level agreements with business units
- Escalation pathways and decision rights
- Centralised vs. federated governance models
- Balancing autonomy with compliance
- Managing dual reporting lines effectively
Module 4: Process Standardisation and Optimisation - Process identification and prioritisation matrix
- Conducting current state process mapping
- Identifying redundancies and bottlenecks
- Applying Lean principles to shared services
- Value stream mapping for end-to-end processes
- Developing standard operating procedures (SOPs)
- Building process libraries and knowledge repositories
- Designing for handoffs and cross-functional integration
- Metrics for process efficiency: cycle time, error rate, rework
- Continuous improvement through Kaizen events
Module 5: Talent Strategy and High-Performance Team Building - Competency frameworks for SSC roles
- Recruitment strategies in low-cost, high-skill locations
- Onboarding design for rapid productivity
- Building a performance-driven culture
- Designing incentive and recognition models
- Creating career progression ladders within the SSC
- Leadership development for SSC managers
- Workforce planning and capacity modelling
- Managing multilingual and multicultural teams
- Reducing turnover through engagement and growth
Module 6: Technology Enablement and System Integration - Selecting the right ERP platform for SSC operations
- System integration patterns: API, SFTP, middleware
- Data synchronisation across business units
- Workflow automation tools and best practices
- Designing role-based access and security protocols
- Low-code automation for process acceleration
- Document management and digitisation strategies
- Electronic signature and audit trail requirements
- AI and RPA readiness assessment
- Building a scalable technology roadmap
Module 7: Change Management and Stakeholder Engagement - Diagnosing resistance across business units
- Building a change coalition with peer leaders
- Developing targeted communication plans
- Managing union and Works Council considerations
- Conducting impact assessments for affected employees
- Transition planning for relocated roles
- Creating transparency through service portals
- Feedback loops and continuous listening mechanisms
- Training plans for users and requestors
- Measuring change adoption and sentiment
Module 8: Performance Measurement and KPI Frameworks - Designing a balanced scorecard for the SSC
- Defining leading and lagging indicators
- Operational KPIs: First Time Right, SLA adherence
- Financial KPIs: Cost per transaction, FTE ratio
- Customer experience metrics: CSAT, NPS
- Employee productivity and utilisation rates
- Dashboard design for leadership consumption
- Benchmarking against industry peers
- Monthly performance reviews and reporting rhythms
- KPI ownership and accountability
Module 9: Quality Assurance and Compliance Excellence - Designing a quality assurance framework
- Sampling strategies for transaction reviews
- Root cause analysis for recurring errors
- Corrective action and preventive action (CAPA) planning
- Audit preparation and documentation standards
- GDPR, SOX, and regional compliance alignment
- Internal controls within SSC processes
- Segregation of duties in centralised models
- Legal and regulatory filing obligations
- Maintaining certification readiness at all times
Module 10: Service Delivery and Customer Experience - Designing a service catalog with clear offerings
- Service request intake and triage design
- Self-service portal implementation
- Chatbot integration for Tier 1 support
- Service desk operating models
- Managing peak demand and overflow
- Customer journey mapping for service interactions
- Personalising service without sacrificing efficiency
- Handling complex escalations professionally
- Building trust through consistency and transparency
Module 11: Scalability and Global Expansion - Designing modular processes for replication
- Multi-country rollout planning
- Localisation vs standardisation trade-offs
- Cultural adaptation in process design
- Establishing satellite centers or hubs
- Time zone management for 24/7 coverage
- Languages, currencies, and tax implications
- Global payroll integrations and variances
- Consolidating multiple SSCs into a GBS model
- Strategic sourcing across global locations
Module 12: Innovation and Continuous Transformation - Embedding a culture of innovation in the SSC
- Idea management and employee suggestion systems
- Leveraging data analytics for predictive insights
- Identifying automation opportunities
- Piloting new technologies with low risk
- Building an innovation backlog
- Measuring the impact of transformation initiatives
- Partnering with digital transformation offices
- Future-proofing the SSC for emerging trends
- Transitioning from cost centre to value creator
Module 13: Risk Management and Business Continuity - Risk assessment for centralised operations
- Single point of failure mitigation
- Disaster recovery planning for SSCs
- Data backup and restoration protocols
- Workforce resilience in crisis scenarios
- Alternative staffing and surge capacity
- Geopolitical risk assessment
- Regulatory continuity across jurisdictions
- Third-party dependency audits
- Developing a business continuity playbook
Module 14: Financial Management and Cost Transparency - Cost allocation methodologies for shared services
- Chargeback vs showback models
- Pricing strategies for internal customers
- Budgeting for SSC operations
- Tracking ROI over time
- Making cost drivers visible to stakeholders
- Negotiating funding during funding cycles
- Operating within zero-based budgeting environments
- Managing inflation and wage growth impact
- Financial reporting for value demonstration
Module 15: Advanced Integration with GBS and ESM - Differentiating SSC from Global Business Services
- Integrating finance, HR, and IT under one umbrella
- Enterprise service management (ESM) principles
- Service integration and management (SIAM)
- Orchestrating multi-vendor environments
- Shared platforms for unified service delivery
- Aligning KPIs across functions
- Creating one face to the customer
- Establishing GBS leadership structures
- Scaling value beyond transactional efficiency
Module 16: Implementation Roadmap and Practical Application - Developing a 100-day implementation plan
- Securing project sponsorship and resources
- Conducting a detailed process inventory
- Selecting pilot processes for launch
- Setting up the initial SSC team
- Deploying core technologies and tools
- Running parallel operations for validation
- Executing cutover and hypercare support
- Transitioning ongoing support responsibilities
- Migrating additional processes in waves
- Tracking benefits realisation post-launch
- Conducting post-implementation reviews
- Adjusting the operating model based on feedback
- Scaling to additional geographies or functions
- Developing internal audit readiness checklists
- Creating user adoption dashboards
- Documenting lessons learned
- Building a sustainability plan for long-term success
- Establishing feedback loops with service users
- Preparing for external audits and certifications
Module 17: Certification, Career Advancement, and Next Steps - Reviewing all core competencies covered
- Completing the final assessment for certification
- Submitting your Certificate of Completion application
- What happens after certification is awarded
- Leveraging the credential in job applications and promotions
- Adding certification to LinkedIn and professional profiles
- How hiring managers view The Art of Service credentials
- Next steps in your GBS leadership journey
- Accessing alumni resources and templates
- Joining practitioner communities for ongoing growth
- Identifying advanced learning pathways
- Mentoring others in shared services transformation
- Becoming a recognised internal expert
- Presenting your success story to leadership
- Positioning yourself for global mobility
- Using your certification to lead future initiatives
- Maintaining active engagement with updates
- Registering your certification with professional bodies
- Accessing future advanced modules and toolkits
- Receiving exclusive invitations to practitioner roundtables
- Process identification and prioritisation matrix
- Conducting current state process mapping
- Identifying redundancies and bottlenecks
- Applying Lean principles to shared services
- Value stream mapping for end-to-end processes
- Developing standard operating procedures (SOPs)
- Building process libraries and knowledge repositories
- Designing for handoffs and cross-functional integration
- Metrics for process efficiency: cycle time, error rate, rework
- Continuous improvement through Kaizen events
Module 5: Talent Strategy and High-Performance Team Building - Competency frameworks for SSC roles
- Recruitment strategies in low-cost, high-skill locations
- Onboarding design for rapid productivity
- Building a performance-driven culture
- Designing incentive and recognition models
- Creating career progression ladders within the SSC
- Leadership development for SSC managers
- Workforce planning and capacity modelling
- Managing multilingual and multicultural teams
- Reducing turnover through engagement and growth
Module 6: Technology Enablement and System Integration - Selecting the right ERP platform for SSC operations
- System integration patterns: API, SFTP, middleware
- Data synchronisation across business units
- Workflow automation tools and best practices
- Designing role-based access and security protocols
- Low-code automation for process acceleration
- Document management and digitisation strategies
- Electronic signature and audit trail requirements
- AI and RPA readiness assessment
- Building a scalable technology roadmap
Module 7: Change Management and Stakeholder Engagement - Diagnosing resistance across business units
- Building a change coalition with peer leaders
- Developing targeted communication plans
- Managing union and Works Council considerations
- Conducting impact assessments for affected employees
- Transition planning for relocated roles
- Creating transparency through service portals
- Feedback loops and continuous listening mechanisms
- Training plans for users and requestors
- Measuring change adoption and sentiment
Module 8: Performance Measurement and KPI Frameworks - Designing a balanced scorecard for the SSC
- Defining leading and lagging indicators
- Operational KPIs: First Time Right, SLA adherence
- Financial KPIs: Cost per transaction, FTE ratio
- Customer experience metrics: CSAT, NPS
- Employee productivity and utilisation rates
- Dashboard design for leadership consumption
- Benchmarking against industry peers
- Monthly performance reviews and reporting rhythms
- KPI ownership and accountability
Module 9: Quality Assurance and Compliance Excellence - Designing a quality assurance framework
- Sampling strategies for transaction reviews
- Root cause analysis for recurring errors
- Corrective action and preventive action (CAPA) planning
- Audit preparation and documentation standards
- GDPR, SOX, and regional compliance alignment
- Internal controls within SSC processes
- Segregation of duties in centralised models
- Legal and regulatory filing obligations
- Maintaining certification readiness at all times
Module 10: Service Delivery and Customer Experience - Designing a service catalog with clear offerings
- Service request intake and triage design
- Self-service portal implementation
- Chatbot integration for Tier 1 support
- Service desk operating models
- Managing peak demand and overflow
- Customer journey mapping for service interactions
- Personalising service without sacrificing efficiency
- Handling complex escalations professionally
- Building trust through consistency and transparency
Module 11: Scalability and Global Expansion - Designing modular processes for replication
- Multi-country rollout planning
- Localisation vs standardisation trade-offs
- Cultural adaptation in process design
- Establishing satellite centers or hubs
- Time zone management for 24/7 coverage
- Languages, currencies, and tax implications
- Global payroll integrations and variances
- Consolidating multiple SSCs into a GBS model
- Strategic sourcing across global locations
Module 12: Innovation and Continuous Transformation - Embedding a culture of innovation in the SSC
- Idea management and employee suggestion systems
- Leveraging data analytics for predictive insights
- Identifying automation opportunities
- Piloting new technologies with low risk
- Building an innovation backlog
- Measuring the impact of transformation initiatives
- Partnering with digital transformation offices
- Future-proofing the SSC for emerging trends
- Transitioning from cost centre to value creator
Module 13: Risk Management and Business Continuity - Risk assessment for centralised operations
- Single point of failure mitigation
- Disaster recovery planning for SSCs
- Data backup and restoration protocols
- Workforce resilience in crisis scenarios
- Alternative staffing and surge capacity
- Geopolitical risk assessment
- Regulatory continuity across jurisdictions
- Third-party dependency audits
- Developing a business continuity playbook
Module 14: Financial Management and Cost Transparency - Cost allocation methodologies for shared services
- Chargeback vs showback models
- Pricing strategies for internal customers
- Budgeting for SSC operations
- Tracking ROI over time
- Making cost drivers visible to stakeholders
- Negotiating funding during funding cycles
- Operating within zero-based budgeting environments
- Managing inflation and wage growth impact
- Financial reporting for value demonstration
Module 15: Advanced Integration with GBS and ESM - Differentiating SSC from Global Business Services
- Integrating finance, HR, and IT under one umbrella
- Enterprise service management (ESM) principles
- Service integration and management (SIAM)
- Orchestrating multi-vendor environments
- Shared platforms for unified service delivery
- Aligning KPIs across functions
- Creating one face to the customer
- Establishing GBS leadership structures
- Scaling value beyond transactional efficiency
Module 16: Implementation Roadmap and Practical Application - Developing a 100-day implementation plan
- Securing project sponsorship and resources
- Conducting a detailed process inventory
- Selecting pilot processes for launch
- Setting up the initial SSC team
- Deploying core technologies and tools
- Running parallel operations for validation
- Executing cutover and hypercare support
- Transitioning ongoing support responsibilities
- Migrating additional processes in waves
- Tracking benefits realisation post-launch
- Conducting post-implementation reviews
- Adjusting the operating model based on feedback
- Scaling to additional geographies or functions
- Developing internal audit readiness checklists
- Creating user adoption dashboards
- Documenting lessons learned
- Building a sustainability plan for long-term success
- Establishing feedback loops with service users
- Preparing for external audits and certifications
Module 17: Certification, Career Advancement, and Next Steps - Reviewing all core competencies covered
- Completing the final assessment for certification
- Submitting your Certificate of Completion application
- What happens after certification is awarded
- Leveraging the credential in job applications and promotions
- Adding certification to LinkedIn and professional profiles
- How hiring managers view The Art of Service credentials
- Next steps in your GBS leadership journey
- Accessing alumni resources and templates
- Joining practitioner communities for ongoing growth
- Identifying advanced learning pathways
- Mentoring others in shared services transformation
- Becoming a recognised internal expert
- Presenting your success story to leadership
- Positioning yourself for global mobility
- Using your certification to lead future initiatives
- Maintaining active engagement with updates
- Registering your certification with professional bodies
- Accessing future advanced modules and toolkits
- Receiving exclusive invitations to practitioner roundtables
- Selecting the right ERP platform for SSC operations
- System integration patterns: API, SFTP, middleware
- Data synchronisation across business units
- Workflow automation tools and best practices
- Designing role-based access and security protocols
- Low-code automation for process acceleration
- Document management and digitisation strategies
- Electronic signature and audit trail requirements
- AI and RPA readiness assessment
- Building a scalable technology roadmap
Module 7: Change Management and Stakeholder Engagement - Diagnosing resistance across business units
- Building a change coalition with peer leaders
- Developing targeted communication plans
- Managing union and Works Council considerations
- Conducting impact assessments for affected employees
- Transition planning for relocated roles
- Creating transparency through service portals
- Feedback loops and continuous listening mechanisms
- Training plans for users and requestors
- Measuring change adoption and sentiment
Module 8: Performance Measurement and KPI Frameworks - Designing a balanced scorecard for the SSC
- Defining leading and lagging indicators
- Operational KPIs: First Time Right, SLA adherence
- Financial KPIs: Cost per transaction, FTE ratio
- Customer experience metrics: CSAT, NPS
- Employee productivity and utilisation rates
- Dashboard design for leadership consumption
- Benchmarking against industry peers
- Monthly performance reviews and reporting rhythms
- KPI ownership and accountability
Module 9: Quality Assurance and Compliance Excellence - Designing a quality assurance framework
- Sampling strategies for transaction reviews
- Root cause analysis for recurring errors
- Corrective action and preventive action (CAPA) planning
- Audit preparation and documentation standards
- GDPR, SOX, and regional compliance alignment
- Internal controls within SSC processes
- Segregation of duties in centralised models
- Legal and regulatory filing obligations
- Maintaining certification readiness at all times
Module 10: Service Delivery and Customer Experience - Designing a service catalog with clear offerings
- Service request intake and triage design
- Self-service portal implementation
- Chatbot integration for Tier 1 support
- Service desk operating models
- Managing peak demand and overflow
- Customer journey mapping for service interactions
- Personalising service without sacrificing efficiency
- Handling complex escalations professionally
- Building trust through consistency and transparency
Module 11: Scalability and Global Expansion - Designing modular processes for replication
- Multi-country rollout planning
- Localisation vs standardisation trade-offs
- Cultural adaptation in process design
- Establishing satellite centers or hubs
- Time zone management for 24/7 coverage
- Languages, currencies, and tax implications
- Global payroll integrations and variances
- Consolidating multiple SSCs into a GBS model
- Strategic sourcing across global locations
Module 12: Innovation and Continuous Transformation - Embedding a culture of innovation in the SSC
- Idea management and employee suggestion systems
- Leveraging data analytics for predictive insights
- Identifying automation opportunities
- Piloting new technologies with low risk
- Building an innovation backlog
- Measuring the impact of transformation initiatives
- Partnering with digital transformation offices
- Future-proofing the SSC for emerging trends
- Transitioning from cost centre to value creator
Module 13: Risk Management and Business Continuity - Risk assessment for centralised operations
- Single point of failure mitigation
- Disaster recovery planning for SSCs
- Data backup and restoration protocols
- Workforce resilience in crisis scenarios
- Alternative staffing and surge capacity
- Geopolitical risk assessment
- Regulatory continuity across jurisdictions
- Third-party dependency audits
- Developing a business continuity playbook
Module 14: Financial Management and Cost Transparency - Cost allocation methodologies for shared services
- Chargeback vs showback models
- Pricing strategies for internal customers
- Budgeting for SSC operations
- Tracking ROI over time
- Making cost drivers visible to stakeholders
- Negotiating funding during funding cycles
- Operating within zero-based budgeting environments
- Managing inflation and wage growth impact
- Financial reporting for value demonstration
Module 15: Advanced Integration with GBS and ESM - Differentiating SSC from Global Business Services
- Integrating finance, HR, and IT under one umbrella
- Enterprise service management (ESM) principles
- Service integration and management (SIAM)
- Orchestrating multi-vendor environments
- Shared platforms for unified service delivery
- Aligning KPIs across functions
- Creating one face to the customer
- Establishing GBS leadership structures
- Scaling value beyond transactional efficiency
Module 16: Implementation Roadmap and Practical Application - Developing a 100-day implementation plan
- Securing project sponsorship and resources
- Conducting a detailed process inventory
- Selecting pilot processes for launch
- Setting up the initial SSC team
- Deploying core technologies and tools
- Running parallel operations for validation
- Executing cutover and hypercare support
- Transitioning ongoing support responsibilities
- Migrating additional processes in waves
- Tracking benefits realisation post-launch
- Conducting post-implementation reviews
- Adjusting the operating model based on feedback
- Scaling to additional geographies or functions
- Developing internal audit readiness checklists
- Creating user adoption dashboards
- Documenting lessons learned
- Building a sustainability plan for long-term success
- Establishing feedback loops with service users
- Preparing for external audits and certifications
Module 17: Certification, Career Advancement, and Next Steps - Reviewing all core competencies covered
- Completing the final assessment for certification
- Submitting your Certificate of Completion application
- What happens after certification is awarded
- Leveraging the credential in job applications and promotions
- Adding certification to LinkedIn and professional profiles
- How hiring managers view The Art of Service credentials
- Next steps in your GBS leadership journey
- Accessing alumni resources and templates
- Joining practitioner communities for ongoing growth
- Identifying advanced learning pathways
- Mentoring others in shared services transformation
- Becoming a recognised internal expert
- Presenting your success story to leadership
- Positioning yourself for global mobility
- Using your certification to lead future initiatives
- Maintaining active engagement with updates
- Registering your certification with professional bodies
- Accessing future advanced modules and toolkits
- Receiving exclusive invitations to practitioner roundtables
- Designing a balanced scorecard for the SSC
- Defining leading and lagging indicators
- Operational KPIs: First Time Right, SLA adherence
- Financial KPIs: Cost per transaction, FTE ratio
- Customer experience metrics: CSAT, NPS
- Employee productivity and utilisation rates
- Dashboard design for leadership consumption
- Benchmarking against industry peers
- Monthly performance reviews and reporting rhythms
- KPI ownership and accountability
Module 9: Quality Assurance and Compliance Excellence - Designing a quality assurance framework
- Sampling strategies for transaction reviews
- Root cause analysis for recurring errors
- Corrective action and preventive action (CAPA) planning
- Audit preparation and documentation standards
- GDPR, SOX, and regional compliance alignment
- Internal controls within SSC processes
- Segregation of duties in centralised models
- Legal and regulatory filing obligations
- Maintaining certification readiness at all times
Module 10: Service Delivery and Customer Experience - Designing a service catalog with clear offerings
- Service request intake and triage design
- Self-service portal implementation
- Chatbot integration for Tier 1 support
- Service desk operating models
- Managing peak demand and overflow
- Customer journey mapping for service interactions
- Personalising service without sacrificing efficiency
- Handling complex escalations professionally
- Building trust through consistency and transparency
Module 11: Scalability and Global Expansion - Designing modular processes for replication
- Multi-country rollout planning
- Localisation vs standardisation trade-offs
- Cultural adaptation in process design
- Establishing satellite centers or hubs
- Time zone management for 24/7 coverage
- Languages, currencies, and tax implications
- Global payroll integrations and variances
- Consolidating multiple SSCs into a GBS model
- Strategic sourcing across global locations
Module 12: Innovation and Continuous Transformation - Embedding a culture of innovation in the SSC
- Idea management and employee suggestion systems
- Leveraging data analytics for predictive insights
- Identifying automation opportunities
- Piloting new technologies with low risk
- Building an innovation backlog
- Measuring the impact of transformation initiatives
- Partnering with digital transformation offices
- Future-proofing the SSC for emerging trends
- Transitioning from cost centre to value creator
Module 13: Risk Management and Business Continuity - Risk assessment for centralised operations
- Single point of failure mitigation
- Disaster recovery planning for SSCs
- Data backup and restoration protocols
- Workforce resilience in crisis scenarios
- Alternative staffing and surge capacity
- Geopolitical risk assessment
- Regulatory continuity across jurisdictions
- Third-party dependency audits
- Developing a business continuity playbook
Module 14: Financial Management and Cost Transparency - Cost allocation methodologies for shared services
- Chargeback vs showback models
- Pricing strategies for internal customers
- Budgeting for SSC operations
- Tracking ROI over time
- Making cost drivers visible to stakeholders
- Negotiating funding during funding cycles
- Operating within zero-based budgeting environments
- Managing inflation and wage growth impact
- Financial reporting for value demonstration
Module 15: Advanced Integration with GBS and ESM - Differentiating SSC from Global Business Services
- Integrating finance, HR, and IT under one umbrella
- Enterprise service management (ESM) principles
- Service integration and management (SIAM)
- Orchestrating multi-vendor environments
- Shared platforms for unified service delivery
- Aligning KPIs across functions
- Creating one face to the customer
- Establishing GBS leadership structures
- Scaling value beyond transactional efficiency
Module 16: Implementation Roadmap and Practical Application - Developing a 100-day implementation plan
- Securing project sponsorship and resources
- Conducting a detailed process inventory
- Selecting pilot processes for launch
- Setting up the initial SSC team
- Deploying core technologies and tools
- Running parallel operations for validation
- Executing cutover and hypercare support
- Transitioning ongoing support responsibilities
- Migrating additional processes in waves
- Tracking benefits realisation post-launch
- Conducting post-implementation reviews
- Adjusting the operating model based on feedback
- Scaling to additional geographies or functions
- Developing internal audit readiness checklists
- Creating user adoption dashboards
- Documenting lessons learned
- Building a sustainability plan for long-term success
- Establishing feedback loops with service users
- Preparing for external audits and certifications
Module 17: Certification, Career Advancement, and Next Steps - Reviewing all core competencies covered
- Completing the final assessment for certification
- Submitting your Certificate of Completion application
- What happens after certification is awarded
- Leveraging the credential in job applications and promotions
- Adding certification to LinkedIn and professional profiles
- How hiring managers view The Art of Service credentials
- Next steps in your GBS leadership journey
- Accessing alumni resources and templates
- Joining practitioner communities for ongoing growth
- Identifying advanced learning pathways
- Mentoring others in shared services transformation
- Becoming a recognised internal expert
- Presenting your success story to leadership
- Positioning yourself for global mobility
- Using your certification to lead future initiatives
- Maintaining active engagement with updates
- Registering your certification with professional bodies
- Accessing future advanced modules and toolkits
- Receiving exclusive invitations to practitioner roundtables
- Designing a service catalog with clear offerings
- Service request intake and triage design
- Self-service portal implementation
- Chatbot integration for Tier 1 support
- Service desk operating models
- Managing peak demand and overflow
- Customer journey mapping for service interactions
- Personalising service without sacrificing efficiency
- Handling complex escalations professionally
- Building trust through consistency and transparency
Module 11: Scalability and Global Expansion - Designing modular processes for replication
- Multi-country rollout planning
- Localisation vs standardisation trade-offs
- Cultural adaptation in process design
- Establishing satellite centers or hubs
- Time zone management for 24/7 coverage
- Languages, currencies, and tax implications
- Global payroll integrations and variances
- Consolidating multiple SSCs into a GBS model
- Strategic sourcing across global locations
Module 12: Innovation and Continuous Transformation - Embedding a culture of innovation in the SSC
- Idea management and employee suggestion systems
- Leveraging data analytics for predictive insights
- Identifying automation opportunities
- Piloting new technologies with low risk
- Building an innovation backlog
- Measuring the impact of transformation initiatives
- Partnering with digital transformation offices
- Future-proofing the SSC for emerging trends
- Transitioning from cost centre to value creator
Module 13: Risk Management and Business Continuity - Risk assessment for centralised operations
- Single point of failure mitigation
- Disaster recovery planning for SSCs
- Data backup and restoration protocols
- Workforce resilience in crisis scenarios
- Alternative staffing and surge capacity
- Geopolitical risk assessment
- Regulatory continuity across jurisdictions
- Third-party dependency audits
- Developing a business continuity playbook
Module 14: Financial Management and Cost Transparency - Cost allocation methodologies for shared services
- Chargeback vs showback models
- Pricing strategies for internal customers
- Budgeting for SSC operations
- Tracking ROI over time
- Making cost drivers visible to stakeholders
- Negotiating funding during funding cycles
- Operating within zero-based budgeting environments
- Managing inflation and wage growth impact
- Financial reporting for value demonstration
Module 15: Advanced Integration with GBS and ESM - Differentiating SSC from Global Business Services
- Integrating finance, HR, and IT under one umbrella
- Enterprise service management (ESM) principles
- Service integration and management (SIAM)
- Orchestrating multi-vendor environments
- Shared platforms for unified service delivery
- Aligning KPIs across functions
- Creating one face to the customer
- Establishing GBS leadership structures
- Scaling value beyond transactional efficiency
Module 16: Implementation Roadmap and Practical Application - Developing a 100-day implementation plan
- Securing project sponsorship and resources
- Conducting a detailed process inventory
- Selecting pilot processes for launch
- Setting up the initial SSC team
- Deploying core technologies and tools
- Running parallel operations for validation
- Executing cutover and hypercare support
- Transitioning ongoing support responsibilities
- Migrating additional processes in waves
- Tracking benefits realisation post-launch
- Conducting post-implementation reviews
- Adjusting the operating model based on feedback
- Scaling to additional geographies or functions
- Developing internal audit readiness checklists
- Creating user adoption dashboards
- Documenting lessons learned
- Building a sustainability plan for long-term success
- Establishing feedback loops with service users
- Preparing for external audits and certifications
Module 17: Certification, Career Advancement, and Next Steps - Reviewing all core competencies covered
- Completing the final assessment for certification
- Submitting your Certificate of Completion application
- What happens after certification is awarded
- Leveraging the credential in job applications and promotions
- Adding certification to LinkedIn and professional profiles
- How hiring managers view The Art of Service credentials
- Next steps in your GBS leadership journey
- Accessing alumni resources and templates
- Joining practitioner communities for ongoing growth
- Identifying advanced learning pathways
- Mentoring others in shared services transformation
- Becoming a recognised internal expert
- Presenting your success story to leadership
- Positioning yourself for global mobility
- Using your certification to lead future initiatives
- Maintaining active engagement with updates
- Registering your certification with professional bodies
- Accessing future advanced modules and toolkits
- Receiving exclusive invitations to practitioner roundtables
- Embedding a culture of innovation in the SSC
- Idea management and employee suggestion systems
- Leveraging data analytics for predictive insights
- Identifying automation opportunities
- Piloting new technologies with low risk
- Building an innovation backlog
- Measuring the impact of transformation initiatives
- Partnering with digital transformation offices
- Future-proofing the SSC for emerging trends
- Transitioning from cost centre to value creator
Module 13: Risk Management and Business Continuity - Risk assessment for centralised operations
- Single point of failure mitigation
- Disaster recovery planning for SSCs
- Data backup and restoration protocols
- Workforce resilience in crisis scenarios
- Alternative staffing and surge capacity
- Geopolitical risk assessment
- Regulatory continuity across jurisdictions
- Third-party dependency audits
- Developing a business continuity playbook
Module 14: Financial Management and Cost Transparency - Cost allocation methodologies for shared services
- Chargeback vs showback models
- Pricing strategies for internal customers
- Budgeting for SSC operations
- Tracking ROI over time
- Making cost drivers visible to stakeholders
- Negotiating funding during funding cycles
- Operating within zero-based budgeting environments
- Managing inflation and wage growth impact
- Financial reporting for value demonstration
Module 15: Advanced Integration with GBS and ESM - Differentiating SSC from Global Business Services
- Integrating finance, HR, and IT under one umbrella
- Enterprise service management (ESM) principles
- Service integration and management (SIAM)
- Orchestrating multi-vendor environments
- Shared platforms for unified service delivery
- Aligning KPIs across functions
- Creating one face to the customer
- Establishing GBS leadership structures
- Scaling value beyond transactional efficiency
Module 16: Implementation Roadmap and Practical Application - Developing a 100-day implementation plan
- Securing project sponsorship and resources
- Conducting a detailed process inventory
- Selecting pilot processes for launch
- Setting up the initial SSC team
- Deploying core technologies and tools
- Running parallel operations for validation
- Executing cutover and hypercare support
- Transitioning ongoing support responsibilities
- Migrating additional processes in waves
- Tracking benefits realisation post-launch
- Conducting post-implementation reviews
- Adjusting the operating model based on feedback
- Scaling to additional geographies or functions
- Developing internal audit readiness checklists
- Creating user adoption dashboards
- Documenting lessons learned
- Building a sustainability plan for long-term success
- Establishing feedback loops with service users
- Preparing for external audits and certifications
Module 17: Certification, Career Advancement, and Next Steps - Reviewing all core competencies covered
- Completing the final assessment for certification
- Submitting your Certificate of Completion application
- What happens after certification is awarded
- Leveraging the credential in job applications and promotions
- Adding certification to LinkedIn and professional profiles
- How hiring managers view The Art of Service credentials
- Next steps in your GBS leadership journey
- Accessing alumni resources and templates
- Joining practitioner communities for ongoing growth
- Identifying advanced learning pathways
- Mentoring others in shared services transformation
- Becoming a recognised internal expert
- Presenting your success story to leadership
- Positioning yourself for global mobility
- Using your certification to lead future initiatives
- Maintaining active engagement with updates
- Registering your certification with professional bodies
- Accessing future advanced modules and toolkits
- Receiving exclusive invitations to practitioner roundtables
- Cost allocation methodologies for shared services
- Chargeback vs showback models
- Pricing strategies for internal customers
- Budgeting for SSC operations
- Tracking ROI over time
- Making cost drivers visible to stakeholders
- Negotiating funding during funding cycles
- Operating within zero-based budgeting environments
- Managing inflation and wage growth impact
- Financial reporting for value demonstration
Module 15: Advanced Integration with GBS and ESM - Differentiating SSC from Global Business Services
- Integrating finance, HR, and IT under one umbrella
- Enterprise service management (ESM) principles
- Service integration and management (SIAM)
- Orchestrating multi-vendor environments
- Shared platforms for unified service delivery
- Aligning KPIs across functions
- Creating one face to the customer
- Establishing GBS leadership structures
- Scaling value beyond transactional efficiency
Module 16: Implementation Roadmap and Practical Application - Developing a 100-day implementation plan
- Securing project sponsorship and resources
- Conducting a detailed process inventory
- Selecting pilot processes for launch
- Setting up the initial SSC team
- Deploying core technologies and tools
- Running parallel operations for validation
- Executing cutover and hypercare support
- Transitioning ongoing support responsibilities
- Migrating additional processes in waves
- Tracking benefits realisation post-launch
- Conducting post-implementation reviews
- Adjusting the operating model based on feedback
- Scaling to additional geographies or functions
- Developing internal audit readiness checklists
- Creating user adoption dashboards
- Documenting lessons learned
- Building a sustainability plan for long-term success
- Establishing feedback loops with service users
- Preparing for external audits and certifications
Module 17: Certification, Career Advancement, and Next Steps - Reviewing all core competencies covered
- Completing the final assessment for certification
- Submitting your Certificate of Completion application
- What happens after certification is awarded
- Leveraging the credential in job applications and promotions
- Adding certification to LinkedIn and professional profiles
- How hiring managers view The Art of Service credentials
- Next steps in your GBS leadership journey
- Accessing alumni resources and templates
- Joining practitioner communities for ongoing growth
- Identifying advanced learning pathways
- Mentoring others in shared services transformation
- Becoming a recognised internal expert
- Presenting your success story to leadership
- Positioning yourself for global mobility
- Using your certification to lead future initiatives
- Maintaining active engagement with updates
- Registering your certification with professional bodies
- Accessing future advanced modules and toolkits
- Receiving exclusive invitations to practitioner roundtables
- Developing a 100-day implementation plan
- Securing project sponsorship and resources
- Conducting a detailed process inventory
- Selecting pilot processes for launch
- Setting up the initial SSC team
- Deploying core technologies and tools
- Running parallel operations for validation
- Executing cutover and hypercare support
- Transitioning ongoing support responsibilities
- Migrating additional processes in waves
- Tracking benefits realisation post-launch
- Conducting post-implementation reviews
- Adjusting the operating model based on feedback
- Scaling to additional geographies or functions
- Developing internal audit readiness checklists
- Creating user adoption dashboards
- Documenting lessons learned
- Building a sustainability plan for long-term success
- Establishing feedback loops with service users
- Preparing for external audits and certifications