Change in shared services is like a ship sailing in unpredictable waters.
You’ve got to steer it without capsizing.
I’ve been in the thick of it for over 20 years, and let me tell you—every transformation journey has its share of bumps.
Whether you’re an associate, a process expert, or a super user, the road can feel rocky.
But the right change management strategies can turn the tide.
Understanding the Core of Change Management
At its heart, change management is about people.
We’re all human; we resist change because it shakes our comfort zones.
It’s not just about processes or systems—it’s about how we approach transformations.
Here’s what I’ve learned:
- Engage your team: Get your folks involved early.
When they feel part of the process, they’re more likely to embrace it. - Clear communication: Don’t hide the changes under a veil of corporate jargon.
Be transparent. Tell stories. Use relatable examples. - Training is key: Investing in training isn’t just a checkbox; it’s an investment in your team’s confidence.
Everyone should feel equipped.
Creating a Roadmap for Transformation
A roadmap is essential for any transformation.
Think of it as your GPS—it’ll show you where you’re going and how to get there.
But the real magic happens when you co-create this map with your team.
- Define goals: What does success look like?
Get specific. You’ll need solid metrics to measure progress. - Identify stakeholders: Who needs to be in the loop?
Involve everyone from leadership to front-line workers. - Test and iterate: Keep things flexible.
If something’s not working, tweak it. Don’t be afraid to pivot.
Storytelling: Your Secret Weapon
Here’s a little story from my early days.
I was tasked with leading a major transformation at a global shared services center.
Sounds straightforward, right? Think again.
I remember the day we announced the changes.
You could feel the tension in the air.
Instead of diving into bullet points about what was changing, I shared a story about our past successes.
I painted a picture of what the future could look like.
Suddenly, eyes lit up. People were energized, ready to be part of the journey.
If I had just pushed numbers and stats, it would’ve felt like a cold shower.
Addressing Resistance: Why It Happens
Resistance is natural. We’re wired that way.
Instead of pushing against it, lean into it.
Here’s how:
- Acknowledge fears: Don’t dismiss concerns.
Understand where they come from. This shows you value their input. - Be a listening ear: Create safe spaces for dialogue.
Sometimes, all people need is to feel heard. - Celebrate small wins: Highlighting even the tiniest victories can shift the mindset.
It reminds the team of the progress being made.
Evaluating Progress and Adjusting Strategies
Change doesn’t have a final destination; it’s an ongoing journey.
After rolling out your strategies, take a step back.
Are things working as planned?
If not, adjust course. Here are a few checkpoints:
- Regular check-ins: Keep the lines of communication open.
Monthly or quarterly reviews can help catch issues early. - Feedback loops: Use surveys or informal chats to gauge sentiment.
Don’t forget to act on the feedback! - Repurpose strategies: What has worked before?
Sometimes, it’s about recycling past successes with a fresh twist.
Final Thoughts
Transforming shared services is no walk in the park.
It requires patience, perseverance, and a touch of vulnerability.
But if you focus on effective change management, you’ll not only navigate through but succeed.
Remember, every session you lead, every change you embrace, is an opportunity for growth.
You’re not just changing processes; you’re changing lives.
If you’re looking for more insights, I highly recommend checking out THEGBSEDGE for all things transformation, innovation, and leadership in shared services.
