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.
