Leadership Insights

Ever felt the pressure of choosing between a regional or global delivery model? You’re not alone. Many companies are grappling with this decision as they look toward 2025. With the dynamics of shared services transformation constantly shifting, it’s essential to understand what these models offer and how they impact your operations. I’m Vikrant Aglawe, a shared services expert with over 20 years in the outsourcing and offshoring scene. I’ve witnessed firsthand how the right delivery model can make or break an organization. Trust me, there’s no one-size-fits-all answer. Understanding Your Objectives Before diving into the nitty-gritty, let’s clarify what you’re after. Goals shape the choice between regional and global models. Here’s how to assess your direction: Cost efficiency: Is your main focus keeping expenses low? Service quality: Are you striving for excellence in customer experience? Scalability: Do you need the flexibility to ramp up quickly? Compliance: Are you navigating complex regulations? Your objectives will guide you through the maze of options. With clear goals in mind, the next step is understanding the nuances of each delivery model. Regional Delivery Models: The Close Connection Regional models are often favored by companies looking for close ties to their markets. Here’s why this might be the way to go: Localized expertise: Teams know the local culture and market needs. Quick responses: Being closer means faster service and quicker adjustments. Fewer compliance headaches: Local knowledge helps in navigating regional regulations. Take, for instance, a North American organization wanting to establish operations in Europe. A regional model can facilitate smoother entry, using local talent to connect with customers effectively. Global Delivery Models: The Broad Reach On the flip side, global models offer some serious advantages: Access to a wider talent pool: You can tap into skills irrespective of geography. Standardization: Processes can be streamlined across locations. Cost control: Leveraging cost-effective regions can significantly lower ops expenses. Consider a tech giant launching a global software product. A global delivery model allows them to use diverse teams across continents, ensuring they cater to various customer needs while managing costs effectively. The Balancing Act: Pros and Cons Like anything in life, there are trade-offs. Here’s a quick look at the pros and cons: Regional Pros: Faster decision-making. Stronger relationships with local clients. Higher adaptability to local trends. Regional Cons: Limited access to global talent. Potentially higher costs. Duplication of efforts across regions. Global Pros: Stronger global brand presence. Enhanced experience through diverse teams. Opportunities for innovation through global collaboration. Global Cons: Complex operations management. Challenges in maintaining culture. Communication hurdles due to time zones. Your decision will come down to how well these elements align with your business objectives. Shaping the Future: Addressing Challenges No matter which path you choose, challenges will arise. Here’s how to mitigate some common issues: Cultural integration: When going global, invest in cultural training for teams. Building rapport across cultures fosters collaboration. Technology investment: Use the latest tools to connect teams. This isn’t just about implementation; it’s about ongoing training and adaptation. Client communication: Keep channels open. Regular updates and feedback loops ensure you’re on the right track. Measuring Success: Key Performance Indicators (KPIs) To ensure your model works, monitoring performance is critical. Here are some KPIs to consider: Cost-to-serve ratio: How much are you spending to serve each client? Response time: Track how quickly your teams respond to issues. Customer satisfaction: Use surveys to gauge client happiness and engagement. Employee turnover: High turnover can signal a disconnect in cultural fit. These indicators will help you adjust your strategies in real-time, ensuring you’re continuously aligned with your goals. Future-Proofing Your Delivery Model As we step into 2025, consider these tips for future-proofing your delivery model: Stay adaptable: The business landscape is ever-evolving. Invest in talent: Whether regional or global, the right people are key. Leverage data: Use analytics to drive decisions and strategies. Foster a culture of innovation: Encourage teams to think outside the box. Remember, your objective should always steer your direction. The right delivery model is out there; it’s your job to find it. This journey isn’t just about cutting costs or maximizing efficiency. It’s about creating a model that works for your organization’s unique needs, positioning you for success in 2025 and beyond. Don’t forget to check out THEGBSESGE blog for the latest insights into shared services transformation, innovation, and leadership. You’ll find valuable resources that can help you navigate this challenging landscape. Let’s keep the conversation going and thrive in the shared services space together!

The Great Debate: Multi-Tower vs Specialized GBS Every leader in the shared services space knows that the structure of their Global Business Services (GBS) can make or break their operations. You might be sitting there, scratching your head over two compelling strategies: the multi-tower model and the specialized approach. You’ve got deadlines looming, budgets to balance, and team members looking to you for direction. Let’s break this down in a way that feels genuine and human. Understanding the Frameworks Before we get into the nitty-gritty, let’s set the stage. Multi-tower GBS operates like a vast umbrella, housing various functions like finance, HR, IT, and more under one roof. On the flip side, specialized GBS focuses on niche areas, diving deep into specific functions. Think of it as a boutique approach honed in on delivering excellence in one particular area. The Tug-of-War: Multi-Tower vs Specialized Here’s where it gets juicy. Leaders are often torn between these two. Why? Wide-ranging Flexibility: The multi-tower model offers a broad range of services. This can be great for companies looking to centralize operations. Focused Expertise: Specialized GBS allows for deep dives into particular services, often yielding higher quality and efficiency. Cost-Effectiveness: With multi-tower setups, you might see shared resources that can save a few bucks. Specialized services typically demand more investment, but they can pay off in quality. So, what’s the key takeaway? You need to evaluate what your organization needs. Are you looking for breadth or depth? Strategic Choices Matter Let’s talk strategy. Adopting either framework isn’t just about picking a model off a shelf. It’s about aligning it with your organization’s goals. Consider this: If your focus is innovation and agility, a multi-tower approach might suit you. If your organization prioritizes quality and specialized talent, you might want to lean towards specialized GBS. What Happens in Real Life? Take a look at Company X. They were sinking under the weight of disparate services scattered across departments. They chose a multi-tower GBS model, centralizing functions around shared goals. Their teams buzzed with energy and collaboration. Then picture Company Y. They had a growth mindset and zeroed in on their tech team. Opting for a specialized GBS model, they delivered top-notch software solutions and ramped up their competitive edge. Key Questions to Reflect On As you weigh your options, here are some questions that might help refine your thought process: What are your core business objectives? Is scale more important than specialization for your current projects? How do you envision your team’s dynamics? Diving Deeper into Multi-Tower GBS Let’s take a moment to unpack why you might choose the multi-tower route. Benefits of Multi-Tower GBS Comprehensive Service: Centralized resources often result in enhanced service levels. Agility: Quickly pivoting to meet changing needs can be easier when everything’s in one place. Streamlined Processes: Redundancies can be reduced, and clarity can be improved. Challenges to Keep in Mind One Size Doesn’t Fit All: You may end up diluting quality in specialized areas. Complexity: Managing multiple towers requires robust governance structures. Specialized GBS: The Tailored Approach Now, let’s give some love to the specialized GBS framework. Why Go Specialized? Deep Expertise: Teams can hone skills specific to their function, resulting in superior outcomes. Laser Focus: Organizations can dedicate resources specifically to tailored services. Pros and Cons of Specialized GBS Look, it’s not all rainbows and butterflies: Higher Costs: The focus on specialization often requires more financial investment upfront. Limited Scope: You might not have the capacity to address broader needs broadly. Bridging the Gap: Best of Both Worlds If you’re caught in the middle, you’re not alone. Many organizations blend these approaches. This hybrid model taps into the power of both worlds. Use a specialized team for core functions while centralizing support services. Leverage technology for efficiency across various sectors while maintaining expert teams. The Role of Technology Regardless of the path, let’s not overlook technology. Technology innovation plays a vital role in both models. Without it, your vision for a seamless GBS operation can quickly fade. Implementing tools for automation can bridge the divide between multi-tower and specialized frameworks. Think about implementing process optimization tools that enhance function without losing the personal touch. A Human-Centric Approach It’s simple: strategies should put people first. In any GBS model, ask yourself: “How does this affect the team?” Your teams are the heart of your operations. How will they collaborate? What are their concerns? Checking in on these variables can save headaches down the road. Aligning Operations with Goals Ultimately, any leader worth their salt knows that the chosen framework needs to be aligned with organizational goals. No two companies are the same. Customize your approach based on what’s right for you. Boost productivity and quality. Drive cultural change through open communication. Foster collaboration through integrated teams. Measuring Success So, how do you gauge if you nailed it? Establish key performance indicators (KPIs). Customer satisfaction scores. Service delivery times. Employee engagement levels. Conclusion: The Path Ahead Trying to decide between multi-tower vs. specialized GBS isn’t just a business decision; it’s a journey. You want to build something sustainable, relevant, and human-centric. Reflect on your needs, weigh your options, and keep your team in the loop. At the end of the day, when you strike that delicate balance, you’re on your way to achieving operational excellence. Curious to learn more about the shared services landscape? Visit the THEGBSEDGE blog for insights on transformation, innovation, and leadership.

Setting the Stage: Why Data Analytics Matters for GBS Leaders Are you, as a GBS leader, feeling overwhelmed by data? You’re not alone. In a world swimming in metrics, stories, and numbers, it’s easy to feel paralyzed by the enormity of it all. But here’s the kicker: data analytics is not just about crunching numbers. It’s your roadmap for making smarter decisions, optimizing processes, and ultimately, leading your team to success. For more than 20 years in the outsourcing and offshoring industry, I’ve had my share of data overload. But I learned that embracing data analytics transformed my approach to shared services management entirely. Understanding Data Analytics in Shared Services Data analytics in the context of GBS centers isn’t just some fancy buzzword. It’s about using data to understand the past, manage the present, and anticipate the future. Here’s what you need to know: Types of Data: Understand the difference between structured data (like numbers and dates) and unstructured data (think emails or social media interactions). Each tells its own story. Sources of Data: Your data might come from internal systems (like ERP or CRM) or from external tools (customer feedback or market research). Data Quality: Garbage in, garbage out. Ensure your data is clean and reliable; otherwise, you’re making decisions on shaky ground. How to Harness Data Analytics Effectively So, how do you harness this data analytics potential as a GBS leader? Let’s break it down: Define Your Goals: Before diving into data, clarify what you want to achieve. Whether it’s improving process efficiencies or enhancing customer experience, keep your eyes on the prize. Select the Right Tools: Not every tool is made equal. Choose analytics platforms that fit your needs, whether it’s Tableau, Power BI, or something else that tears through data like a hot knife through butter. Build a Data-Driven Culture: Encourage team members to embrace data in their decision-making processes. It’s not just the tech team’s gig; everyone should be on board. Train Your Team: Equip your team with the skills needed to interpret data correctly. Workshops or courses can demystify analytics for many. Start Small: Don’t go smashing everything at once. Take incremental steps to build your analytics capabilities—like running a pilot project before a full-scale rollout. Real-Life Applications of Data Analytics in GBS Picture this: you were running a shared services operation across multiple regions. One area hit the ground running, while another was lagging behind. What gives? By digging into your analytics, you discover that the team in one location benefits from better training and access to tools speed up their work. Now, imagine applying those same best practices to boost performance across the board. That’s the magic of data analytics. Turning Insights into Action Data without action is just numbers on a screen. Start taking steps to apply those insights. Here’s how: Develop Actionable Plans: Insights should lead to concrete action—whether it’s to streamline processes, allocate resources differently, or improve team training programs. Communicate Clearly: Share insights with your team in a relatable way. Don’t throw out jargon—keep it straightforward and meaningful. Measure Outcomes: After implementing changes based on data insights, measure the impact. What are the results? Have you truly improved? Embracing a Strategic Mindset Now, let’s be real. Not every insight will lead to golden results. You might fail at times—and that’s cool. Embracing a growth mindset is vital. Learn from what didn’t work and pivot. This adaptability can be your secret weapon in driving successful shared services transformation. Wrapping It Up: The Path Forward Data analytics can feel overwhelming for many GBS leaders. But remember, it’s all about perspective. By harnessing the power of data analytics effectively, you pave the way to not only refining processes but also enhancing the experience for your team and customers alike. Want to stay updated on more insights and strategies? Check out THEGBSEDGE, where you can find more amazing content on shared services transformation, innovation, and leadership. You’re not alone; you’ve got a whole community of GBS leaders who are navigating the same waters. Together, let’s harness data analytics to shape the future of shared services!

Are you tired of feeling stuck in your global business services (GBS) operations? Wondering how to turn your shared services center into a powerhouse of efficiency and resilience? You’re not alone. Many professionals in the shared services industry face these challenges every day. Let’s break down some actionable strategies that can help you transform your GBS operations for the better. Understanding Resilience in GBS When I think about resilience in GBS, I think about the ability to adapt to change while maintaining productivity. This doesn’t just mean having a backup plan; it means embedding flexibility into the DNA of your operations. Imagine your team not just handling disruptions, but thriving through them. It’s all about preparing for the unexpected and turning challenges into opportunities. The Backbone: Strong Leadership Having strong leadership is crucial for resilient GBS operations. Without leaders who can inspire and guide, teams tend to flounder. Encourage Open Dialogue: Create an environment where team members feel safe voicing their concerns and ideas. Set Clear Objectives: Everyone should know what success looks like and how they fit into the bigger picture. Foster a Culture of Continuous Improvement: Encourage teams to experiment and learn from failures. I once worked with a GBS team that revamped its leadership approach to focus on collective decision-making. The transformation was unreal—team engagement skyrocketed, and they quickly innovated solutions for operational issues. Embracing Technology You can’t ignore the role of technology in crafting resilient GBS operations. In recent years, tech has become the bedrock helping organizations automate, streamline, and identify bottlenecks in processes. Consider deploying: Automation Tools: Automate repetitive tasks to free up your team for higher-level work. Data Analytics: Use data to drive insights into your operations. Cloud Solutions: Ensure business continuity and remote access for your team members. When I first integrated automation into a finance shared service center, the speed and accuracy of transactions improved significantly. The morale boost in the team was palpable—they felt empowered to engage in more impactful work. Process Optimization: The Heart of Resilient Operations Process optimization isn’t just a buzzword; it’s essential for resilient GBS operations. We need to continuously streamline processes to remove inefficiencies. Here’s how: Lean Thinking: Adopt lean principles to minimize waste. Value Stream Mapping: Visualize and analyze steps in your workflow to find bottlenecks. Standard Operating Procedures (SOPs): Create clear SOPs that can be adapted as needed. In one project, we used value stream mapping and uncovered areas in our finance process that were causing delays. By making simple adjustments, we cut processing time by over 30%. Investing in People and Culture Your people are your greatest asset. Investing in them isn’t just nice to have; it’s essential for a resilient GBS center. Training Programs: Provide ongoing training for skills development. Diverse Teams: Build a diverse workforce to encourage varied perspectives. Wellness Initiatives: Support mental and physical wellness to keep your team engaged. After introducing wellness programs at my last center, we saw a drastic decrease in burnout rates and an increase in overall productivity. Who knew a little yoga could lead to better financial compliance? Nurturing Customer Experience A resilient GBS doesn’t just focus on internal operations; it also prioritizes the customer experience. Your stakeholders need to feel valued, especially when things get tough. Feedback Loops: Regularly collect and act on feedback. Personalization: Tailor your services to meet the specific needs of your clients. Transparency: Keep channels open for clear communication, especially in crisis situations. I remember working with a client who faced a significant disruption. Because we had already established a transparent feedback loop, their team felt informed and engaged, leading to stronger collaboration in overcoming challenges. Connecting with Industry Insights Staying connected with insights from industry leaders can dramatically influence your resilience. Reading up on shared services trends allows you to pivot when necessary. I highly recommend checking out the THEGBSEDGE blog. It’s packed with insights on transformation, innovation, and leadership in the shared services industry. Measuring Success You can’t manage what you don’t measure. Keep an eye on the metrics that matter. Service Level Agreements (SLAs): Ensure you’re hitting your targets. Customer Satisfaction Surveys: Track how happy your clients are. Employee Engagement Scores: Measure morale and engagement. At one point, a shift in focus towards measuring these metrics led us to discover hidden areas for improvement. It’s amazing what you’ll find when you take stock. Final Thoughts Crafting resilient GBS operations is an ongoing journey. It requires a commitment to adapting, improving, and, most importantly, understanding the people you serve. Whether you’re facing routine challenges or significant shifts, embedding resilience in your operations can set you apart. So go ahead and implement these strategies. Your organization—and your team—will thank you for it. And don’t forget to keep the conversation alive. Visit THEGBSEDGE blog for inspiration and insights that can propel your shared services journey forward.

Ever find yourself wondering how to drive more engagement within your team? How to foster a culture around the services you provide in your Global Business Services (GBS) environment? You’re not alone. Every professional in the shared services industry has felt the pain of getting the team on board and informed about what we do, how we do it, and why it matters. Let’s talk about internal marketing for GBS services. It’s not just a buzzword. It’s about creating a narrative around your services that resonates with every team member—from associates to super users of operational and financial systems. The secret sauce? Making it relatable, actionable, and downright exciting. What is Internal Marketing? Internal marketing is all about how we can position our GBS offerings within our organization. It’s the art of communicating effectively about what we do, how we add value, and why every role matters. Think of it as the bridge between your GBS operations and the rest of the company. Here are the pillars you should build your internal marketing strategy on: Clarity: Everyone should know what GBS is and our services. Simplify complex processes and showcase them with interactive tools or presentations. Connection: Create stories. People connect with stories, not bullet points. Share how your services impact the organization positively. Engagement: Encourage team involvement. Use surveys or workshops to get feedback and ideas from your peers. Recognition: Celebrate your team’s wins, however small. Shout it out in newsletters or during team meetings. Why is Internal Marketing Crucial for GBS Services? Why bother with internal marketing? Because success is a team sport, and every player needs to know the game plan. If your teams aren’t engaged, you’re missing out on invaluable input and innovative ideas. Here’s what effective internal marketing can do: Increased Collaboration: When everyone is on the same page, collaboration flourishes. Transparency breeds trust, and trust builds teamwork. Better Understanding: Internal marketing demystifies the purpose and function of GBS, helping everyone understand how their roles contribute to the larger vision. Enhanced Employee Satisfaction: When team members know what they’re a part of, they feel valued. A valued employee is typically a productive one. Boosted Efficiency: Clarity around processes and communication channels helps in reducing redundancies. This means the organization runs smoother. How to Maximize Internal Marketing Here’s how you can take your internal marketing efforts to the next level: 1. Craft a Compelling Narrative Start telling stories about your GBS journey. Maybe it was a major transformation initiative or the implementation of a new tool. Share these stories in team meetings, newsletters, or via digital screens around the office. 2. Utilize Visual Communication People remember visuals. Create infographics or videos that illustrate your processes and results. Host engaging webinars or workshops where people can ask questions and provide feedback. 3. Lead by Example As leaders, it’s our job to embody the message we’re sharing. Show enthusiasm about the services we provide. Be the champion for the mission. When you show that you believe in the cause, others will, too. 4. Foster a Sense of Community Encourage informal interactions among team members—think social events, team-building activities, or even coffee break chats. This builds rapport and makes information sharing more natural. 5. Continuous Improvement Feedback Loop Internal marketing is not a one-and-done task. Create mechanisms for regular feedback. Maybe it’s a monthly pulse check or an open forum for ideas and suggestions. This way, you’re constantly refining your strategy based on what your team needs. Real-World Example of Internal Marketing in Action Let me share a quick story about a financial services company where I worked. They struggled with employee buy-in for their shared services model. We decided to launch internal marketing campaigns that showcased success stories from various departments. We shared anecdotes around how one division reduced processing time by 25% through GBS. Not only did it excite employees, but it also encouraged other departments to participate in change initiatives. Measuring Success How do you know if your internal marketing strategy is working? Track engagement regularly. Use KPIs like: Team Participation Rates in Events and Workshops Feedback Quality from Surveys Collaboration Metrics between Departments Employee Satisfaction Scores related to GBS Awareness If numbers aren’t where you want them, don’t sweat it. Use that as data to refine your strategy further. Sometimes it takes a few tries to hit the sweet spot. Final Thoughts: Make Internal Marketing a Habit In the end, internal marketing for GBS services is all about weaving a coherent story across your organization. You’ve got to humanize it, make it relatable, and inject a sense of purpose behind what we do. Incorporate these strategies, and not only will you see engagement soar but you’ll also create an environment of excitement and innovation. So, why wait? Start thinking about how best to communicate your GBS value today. Trust me, in the long run, you’ll see the difference it makes. Remember to check out THEGBSEDGE for the best insights in the Shared Services Industry and share your success stories. Let’s keep learning from each other!