So, SSCs. Yeah, they’re not just cranking out payroll and invoices anymore. That’s old news. Now, they’re like… these hubs for innovation. Gateways to bigger stuff—technology, talent, transformation. Sounds like buzzwords, I know, but stick with me. Leaders in shared services? They’ve got this golden opportunity to break out of the back-office stereotype. Crazy, right? A department once about cost-cutting now driving strategy? Wild.
Think of it this way. SSCs used to be like, I don’t know, air traffic control for transactional stuff. You know, routing planes—basic, routine. But now? It’s more like they’re piloting entirely new routes. Leveraging tech, analytics, and talent in ways that actually push businesses forward.
So how do you take an SSC and turn it into a strategic powerhouse? Honestly, it’s about rethinking what they are. Oh, and embracing that bigger role, even if it feels a little uncomfortable. It’s like shifting from being the quiet genius in the corner to leading the brainstorming session. Same skills, bigger stage.
Rethink the Role: Support to Strategy
SSCs—originally, they were these efficiency machines, right? Payroll, HR, finance. Standardize, centralize, save money. That’s it. But now? Look, Deloitte says 70% of SSCs are focusing on value-added stuff. Data analytics, improving customer experience, redesigning processes. Kind of mind-blowing, honestly.
Picture this: an SSC as a lighthouse. Not just keeping the lights on but actually steering the ship through stormy waters—regulations, market chaos, all that. Using tech like AI, automation, whatever’s next, they’re spotting opportunities nobody else can see. That’s the shift.
Three Pillars of Innovation in SSCs
Let’s break it down. Three things, super simple: tech, talent, transformation. Miss one, and the whole thing collapses.
1. Tech as a Launchpad
AI, RPA, analytics—this stuff isn’t optional. It’s the baseline now. Automate the grunt work, free up your team to do the smart stuff.
Example? A consumer goods company—no names, but you’d know them—used predictive analytics to fix inventory. Result? Fewer stockouts, fewer wasted products. Win-win.
The move? Start small. Automate something mind-numbing, like invoice processing. Then level up. Use NLP to mine customer feedback or blockchain for supply chains.
2. Talent: The Real Differentiator
Technology’s great, sure, but without people? Forget it. SSCs are morphing into Centers of Excellence, where you’ve got this crazy mix of skills driving change. Think digital transformation experts, data geeks, design thinkers. It’s like a talent mashup.
A global bank I heard about—totally transformed their SSC by upskilling in machine learning. Suddenly, they weren’t just handling internal workflows. They were building solutions customers noticed. That’s a leap.
Actionable tip? Train your people. Doesn’t have to be fancy. Start with agile basics, maybe dabble in machine learning.
3. Transform Processes: Stop Doing Things the Old Way
It’s not just tech and people—it’s how you work. Agile, design thinking, lean—you name it. It’s about stepping back and asking, “Why are we doing it this way?” Then tearing it apart if needed.
For example, a retailer’s SSC—I think it was procurement-to-pay—ran design-thinking workshops. Got everyone involved, from suppliers to end-users. Result? Payments sped up by 30%, and supplier relationships? Way better.
The takeaway? Map your processes. Find the pain points. Then get rid of them. Easier said than done, sure, but worth it.
Real-Life Inspiration: Companies Getting It Right
Want proof? Look at these giants:
- Microsoft turned its SSCs into AI-powered brains. No more reactive work—now they’re predicting trends.
- Unilever slashed financial reporting time by 60% with RPA. They used the freed-up resources to focus on sustainability goals.
- Siemens made their SSCs analytics hubs, which fed insights directly into product development. Imagine leveraging shared services for R&D.
Where Do You Start?
Here’s the playbook, more or less:
- Vision: What do you want your SSC to actually do? Efficiency? Innovation? Both? Set that first.
- Tech: Automate the boring stuff. Invest in tools that help you think ahead, not just react.
- People: Upskill your team, encourage collaboration, and reward the heck out of experimentation.
- Track Progress: Celebrate wins, even small ones. Nothing builds momentum like success stories.
So yeah, SSCs are in this weird but exciting spot. They’re no longer just about saving a buck. They’re driving growth, strategy—big moves. The only question? Are you ready to push them there?
