Feeling overwhelmed by change in your shared services setup? You’re not alone. Many leaders grapple with the messy reality of transformation—juggling expectations, aligning teams, and driving results. Whether you’re sinking into a new software implementation or shifting organizational structures, the way you handle these transitions can make or break your success.
With over 20 years in the outsourcing and offshoring game, I’ve got a few battle-tested strategies to share. Let’s chat about the key do’s and don’ts of navigating change in shared services, breaking this down into bite-sized pieces that you can digest easily. So grab your coffee and settle in. This is going to be an enjoyable ride!
Do: Communicate Transparently
What is the number one ingredient in the recipe for a successful change initiative? Clear communication.
- Keep your team in the loop. Share the why behind the change.
- Hold regular meetings, even if they’re brief, just to touch base.
- Create an open-door policy—let people know they can come to you with concerns.
Imagine rolling out a new process without giving your team the heads-up. It feels like throwing them into the deep end with no life jacket in sight. Trust me, I’ve seen the chaos spiraling from uncommunicated changes. It’s a mess, and nobody enjoys that ride.
Don’t: Underestimate Cultural Impact
Change isn’t just a procedural shift; it’s an emotional journey.
- Recognize that people have different reactions to change.
- Address fears and uncertainties directly.
- Acknowledge existing culture, and don’t bulldoze over it.
When I led a major transformation project, the culture shock was real for my team. I learned quickly that respecting the existing culture while introducing something new was what led to acceptance. Understand that culture can make or break the success of your shared services transformation.
Do: Lead by Example
Your actions speak louder than words, right? Show your team what embracing change looks like.
- Be the first to try out new processes.
- Share your own learning experiences and challenges.
- Celebrate small wins—recognition goes a long way.
For instance, when introducing a new technological tool, I didn’t just send out an email outlining procedures. I got my hands dirty, demonstrated it in meetings, and asked for feedback. When your team sees you’re in the trenches with them, they’re more likely to engage with the change positively.
Don’t: Ignore Data and Feedback
Assuming changes are working because they look good on paper? Big no-no.
- Utilize performance metrics to track progress.
- Encourage team members to provide feedback at each stage.
- Adapt your strategy based on real-time data.
In one project, we developed a comprehensive metrics dashboard. Using this data, we adjusted our approach continuously. By the end, not only were we ahead of schedule, but we were also running more efficiently than ever before.
Do: Foster Collaboration
Transformation works better when everyone rolls up their sleeves together.
- Form cross-functional teams to tackle challenges.
- Encourage your team to share ideas freely.
- Hold workshops to brainstorm collectively.
Creating an inclusive atmosphere pays off. An old colleague of mine started a bi-weekly idea session where anyone could pitch suggestions for improvements. This led to innovative changes and a sense of ownership among the team. When people feel they have a stake in the change, they’re more likely to support it.
Don’t: Let Fear Freeze Action
Change can create a culture of paralysis if fear takes the wheel.
- Encourage experimentation, even if it means potential failures.
- Share experiences where things went wrong and what you learned.
- Remind your team that fear of failure shouldn’t dictate action.
A client of mine had fears springing from a previous failed project. But by sharing my own failures and how we turned them into learning experiences, we were able to break that ice. Fear is often irrational; calling it out opens doors.
Do: Invest in Training and Resources
New tools and processes mean new skills. Give your team the knowledge needed to succeed.
- Provide training sessions tailored to specific needs.
- Share resources that can help team members become familiar with new systems.
- Encourage mentorship within the team.
One time, we hired an external trainer for a new software rollout. The feedback was overwhelmingly positive, and many team members felt more confident jumping into tasks. People want to learn; it’s up to us to give them the tools to do so.
Don’t: Overlook the Power of Recognition
Change isn’t just about processes and numbers; people are at the heart of everything.
- Recognize contributions, no matter how small.
- Share success stories that inspire others.
- Keep morale high with regular check-ins and celebrations.
During one particularly tough onboarding phase, we threw a small celebration to recognize everyone’s hard work. What started as a simple gesture turned into a rallying point for the team. They felt seen and appreciated, strengthening our collective spirit through the changes.
Embrace the Journey
Transformation isn’t just a box to tick; it’s a journey that redefines your shared services environment. Navigating this change requires hands-on leadership, listening actively, and rallying your team around a shared vision.
Remember, even the best-planned changes can face hurdles. The key is to remain adaptable and focus on fostering an environment where everyone feels supported and engaged. As leaders in shared services, let’s remember that it’s our responsibility to pave the way with authenticity and clarity.
For more insights on navigating shared services, check out THEGBSEDGE blog by Vikrant Aglawe. It’s a treasure trove of knowledge on transformation, innovation, and leadership.
So, what’s the next change you’re tackling? Are you ready to face it with your team? You got this.
