Teams & Professionals

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.

Let’s talk about something that’s on the minds of many in the shared services industry today. Leadership. If you’re an associate, a senior associate, or even a subject matter expert, you’ve probably felt that nagging pressure to step up. It’s not simply about cranking through tasks; it’s about leading with purpose, understanding, and vision. How do you cultivate the leaders of tomorrow in shared services? How can we all inspire those around us, fostering a culture that promotes shared services transformation and process optimization? Let’s dive into this together. The Foundation of Leadership: Understanding the Landscape Before we tackle strategies, let’s first set the stage. Shared services aren’t just about streamlining operations for cost-cutting; it’s about enhancing value across the board. We’re talking about collaboration, risk management, efficiency, and integrity. When we think of leadership in this context, it’s crucial to recognize that it’s not just reserved for the “big shots.” Every one of us has an opportunity—and a responsibility—to lead in our unique way. Here’s how: Lead by Example: Be the change you want to see. If you want a culture of accountability, demonstrate it. Encourage Open Dialogue: Create a space where questions aren’t just welcomed; they’re encouraged. This builds trust. Celebrate Small Wins: Acknowledge progress, no matter how small. A positive atmosphere breeds success. Empowering Through Learning and Development Think about the skills you’ve picked up along your journey. Were they handed to you, or did you chase them down? Investing in professional growth is a game changer. Whether it’s technical skills or soft skills, when team members feel empowered through knowledge, they start to lead themselves. Consider these critical areas for development: Training Programs: Provide regular workshops. Learning doesn’t stop after onboarding. Mentorship Opportunities: Pair newer associates with experienced pros. Everyone wins when knowledge is shared. Access to Resources: Make tools and resources available for self-paced learning. Fostering a Culture of Innovation Innovation thrives on creativity. But here’s the catch: many folks fear making mistakes. They worry that if they fail, they’ll be judged. As leaders, we need to flip that narrative. Mistakes are part of the process. They’re learning opportunities, not barriers. Here’s how to cultivate that environment: Encourage Experimentation: Allow for trial and error. Promote creativity without the fear of backlash. Recognize Contributions: When someone shares a bold idea, celebrate it—even if it doesn’t pan out. It builds confidence. Develop Cross-functional Teams: Bring different perspectives to the table. Diverse teams often yield the most innovative solutions. Effective Communication: The Heart of Leadership Have you ever been in a situation where you wished someone would just communicate better? We’ve all been there. Poor communication can derail even the best ideas. Effective communication isn’t just about clarity; it’s about connection. Consider these points: Active Listening: Really listen to what your team says. It shows respect and encourages them to share more. Frequent Check-ins: Don’t wait for performance reviews. Regular feedback loops help team members know they’re on the right track. Utilize Technology: Use tools that enhance communication and collaboration. Platforms that keep everyone aligned are critical in shared services. Setting Clear Goals and Expectations You’ve probably heard the saying, “What gets measured, gets done.” This sentiment holds especially true in shared services. Setting clear goals gives your team a target to shoot for. Here’s how to do it: SMART Goals: Ensure your goals are Specific, Measurable, Achievable, Relevant, and Time-bound. Regularly Review Progress: Keep the momentum by checking in on how goals are being met. Adjusting in real-time is powerful. Align Goals with Company Vision: Make sure individual goals tie back to the overarching organizational objectives. It creates a sense of purpose. Building Resilience in Your Team The world of shared services can be unpredictable. Markets change, regulations evolve, and teams feel the pressure. Resilience is vital. Here’s how to develop it: Encourage a Growth Mindset: Promote the idea that skills can be developed with effort. A resilient team views challenges as opportunities. Support Well-being: Offer resources for mental health and stress management. A healthy team is a productive team. Provide Leadership Opportunities: Allow individuals to take charge of initiatives. This builds confidence to navigate uncertainty. Embracing Diversity and Inclusion Now, let’s talk about something crucial: diversity in the workplace. We’ve all heard about the benefits of a diverse team, right? But leading diversity requires genuine commitment and understanding. Here are steps to take: Inclusive Hiring Practices: Aim to create diverse teams right from the recruitment stage. Cultural Awareness Training: Ensure everyone understands and appreciates cultural differences. Champion Diverse Voices: Create platforms where all team members can share their insights and ideas. Tracking and Measuring Leadership Success Finally, how do you know if your leadership strategies actually work? Measurement matters. Without it, you’re just guessing. Here’s how to track your progress: Feedback Surveys: Regularly seek feedback from your team about the leadership dynamics. Performance Metrics: Set KPIs related to team satisfaction and engagement. Are people thriving? Exit Interviews: Understand why people leave. This feedback can be gold in refining leadership practices. Cultivating tomorrow’s leaders in shared services is not just essential; it’s an ongoing journey. It demands consistency, empathy, and a willingness to grow alongside our teams. For leaders aspiring to make a remarkable impact in shared services, embrace these strategies. Foster that environment of innovation, support, and continuous learning. Keep those lines of communication open, and ensure your goals are as dynamic as the industry itself. As we continue to innovate and optimize processes, remember that leadership is a shared journey. It’s about lifting others up to reach their potential, ensuring that the next generation of leaders is ready for the challenges ahead. So, are you ready to take that step? Let’s cultivate the leaders of tomorrow together! For deeper insights into shared services transformation and leadership, check out THEGBSEDGE blog—your go-to resource for strategies to excel in the shared services industry!

Running a Global Business Services (GBS) operation is like being a chef in a constantly evolving kitchen. There’s pressure to deliver dishes—quality services—while experimenting with the latest culinary techniques. And let’s be honest, sometimes the heat can get overwhelming. Strategic decision-making? It’s the secret sauce that keeps the whole operation from getting burnt out and ensures we’re serving up the best to clients. In GBS, we face countless decisions daily. Should we automate that process? Is outsourcing the right move? What technology should we invest in for maximum efficiency? The stakes are high. Drawing from my two decades in this industry, I’ve learned that a solid framework can turn these challenges into opportunities. Let’s get into it. Creating a Strategic Decision-Making Framework So, where do we start? First off, let’s break down what a strategic decision-making framework should look like in GBS. Understand Your Goals: Get clear on what success looks like for your operation. Are you aiming for efficiency? Customer satisfaction? Profitability? Gather Data: Data is our best friend. Look at past performance metrics, customer feedback, and industry trends to guide your decisions. Engage Stakeholders: Involve team members from different levels. Their insights can provide perspectives you might overlook. Evaluate Alternatives: Don’t rush to a decision. Lay out all your options and weigh their pros and cons. Make Your Move: Choose your path and act. But don’t forget to document the decision-making process! Monitor the Outcomes: After implementing the decision, keep an eye on the outcomes. Are you achieving your goals? Adjust if necessary. Real-Life Examples of Effective Decision-Making in GBS Let’s get real for a second. It’s one thing to talk theory; it’s another to see it in action. I remember a time when we tackled a major process improvement project. We were facing delays in service delivery and team burnout. The leadership team met and realized we had to decide whether to invest in new technology or ramp up our hiring. With the framework in place: We defined our goal: Reduce service delivery time. We gathered data from our operation metrics over the past six months. Stakeholders across teams chimed in, providing valuable insights. Ultimately, we decided on a hybrid approach—using automation for repetitive tasks while training existing staff for more complex tasks. The result? We slashed delivery times and increased team satisfaction. Success didn’t just happen; we had a game plan. Overcoming Challenges in Decision-Making Even with a solid framework, challenges will come knocking. Here’s how to deal with a few common roadblocks: Data Overload: Too much information can be paralyzing. Focus on the most relevant data-related to your goals. Resistance to Change: Not everyone loves change. Communicate why the decision is vital and how it benefits the team. Time Constraints: GBS environments move fast. Set clear deadlines for decision-making phases to keep the ball rolling. Every decision has its consequences. Tackling these challenges begins with knowing your process, having open lines of communication, and remembering why you’re doing this. Leveraging Technology in Strategic Decision-Making In today’s world, not using technology in decision-making is like going back to the stone age. Tech is a game-changer. From analytics tools that sift through data to AI-powered platforms that forecast trends, technology provides insights that can make or break a decision. For instance, tools that automate data collection can free up your team’s time, allow for real-time analysis, and help you make quicker, informed choices. But remember, technology is just that—a tool. Don’t let it replace critical thinking. Use it to enhance your framework and decisions. The Power of Feedback Loops After a decision is made, what happens next? This part often gets overlooked. Feedback loops are your key to continuous improvement. Establish regular check-ins to measure the impact of your decision. Ask: Is this working? What did we miss? How can we improve this for next time? Using feedback as a learning mechanism will position your team to thrive. It turns every decision into a stepping stone rather than a dead end. Building a Decision-Making Culture Last, but definitely not least—our culture impacts how we make decisions. Encourage a culture where team members feel safe sharing their thoughts and insights without judgment. It’s about fostering an environment where everyone’s voice matters, no matter their title. When your team buys into the culture of decision-making, you’ll get a wealth of perspectives that enrich outcomes. Look beyond the surface; encourage deep conversations. The best decisions often come from unexpected places. Wrap-Up: Embrace & Evolve with Confidence Decision-making in GBS doesn’t have to be daunting. With the right framework and mindset, you can navigate the complexities with confidence. Trust your instincts, lean on your framework, and be ready to adapt. Every decision, whether successful or not, is an opportunity for learning and growth. So, the next time you find yourself standing before a tricky decision, remember: you’ve got the tools, the insights, and a community cheering you on. If you’re looking for more thought leadership on shared services transformation and crafting a brilliant strategy, check out THEGBSEDGE blog. It’s a goldmine of insights that can push your GBS operations to the next level, all curated by yours truly, Vikrant Aglawe.