Shared Services Strategy in Emerging Markets/GCC
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Transcript of Shared Services Strategy in Emerging Markets/GCC
Presentation for
11th GCC Shared Services
Centers and e-Services
Quality Excellence
Conference
29-Jan-2013
ANIRVAN SEN
LinkedIn: ae.linkedin.com/in/anirvansen/
Emerging Markets - Overview
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eServices Quality Excellence Conference
Emerging Markets - Overview
As per Wikipedia: Nations with social or business activity in the process of rapid growth and industrialization
Definition
Categories
Attributes
• Rich in mineral resources (countries in Africa, Latin America, Russia),
• Rich in human resources (China, India, Philippines)
• Rich in financial resources (countries in the Middle-East).
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• Autocracy and/or long deliberation periods
• Archaic regulation…legacy from imperial times
• Limited exposure to MNC culture
• Cultural limbo…traditions vs. western values
• Emotions and collective societal mind-set
• Inconsistency across country infrastructure
• Geo-political situational impact
• Integrity and compliance definition challenges
• Personal interpretation on process standards
• Strong emphasis on relationship management
• Power of position
• Aspirations often monetary based
• Sub-scale volume of transactions
• Preparedness on Regulatory changes
Strategy
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eServices Quality Excellence Conference
Trans-
actional
Accounting, GL
Accnt Payables
Acct Rec.
Payroll
All Other
Knowledge
Based
TAX / VAT Monthly Taxes
Annual Taxes
Fin. Reports
Stat. Books
Stat Returns
Product
Seamless integration with Stat & Tax…
Adaptation: Small mandatory presence
Establish “organization-culture” footprint &
controls
Rigorous on-boarding process
Emphasize on organization values
Aggregation: Sub-scale operations
Consolidate into hubs for key processes
Create cross-functional experts at hubs
Arbitrage: Mature / Value add centers
Achieve economies of scale
Transfer work to LCC
Automate / standardize Processes
Attract, Develop & Retain talent Big 4 skill set… impact on org culture
Special structure to manage critical talent
Accelerate systems consolidation Leverage and implement global standard ERPs
Strong focus on IT infrastructure
Emerging Markets – Model Strategy
Employee Strategy
• Dissonance on benefits
• Lack of clarity on career path
• Work-Life balance importance
• Relationship over merit
Aspirations
Organization Culture
Training
• Transparency on salary variation
• Education on career options
• Balance and set expectations up-front
• Awareness on meritocracy examples
• Presence of autocracy
• Lack of clarity on goals
• Organization values visibility
• Western vs Eastern work culture
• Regular awareness on Organization values
• Manifesto of organization values
• Cultural sensitization of approaches
• Mismatch b/w education and skills
• Lack of attention on behavioral skills
• Unclear requirements for career growth
• Definition consistency on Integrity and compliance
• Comprehensive training schedule
• Highlight importance on behavioral skills
• Demonstrate importance and retribution on compliance
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eServices Quality Excellence Conference
Operations Strategy
• Talent expectation vs. job content
• War for talent
• Cohesiveness of teams
• Job satisfaction
In-house Talent Management
Talent Sourcing
Leadership
• Ensuring right talent in right job
• Acquiring and retaining “Critical” talent
• Setup “Real” job excitement and expectations
• Foster innovation and collaboration
• Long periods on recruitment
• High Attrition
• Lack of standards and discipline
• High cost of personnel
• Creation of shared services
• Acquire competency through outsourcing
• Leaders created to manage staff
• Aggregation of goals up to managers
• Lack of ingenuity
• Create leaders rather than managers
• Assign special set of goals for leaders
• Dedicated special short-term assignments
• Significant focus on behavioral skills
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eServices Quality Excellence Conference
Process Strategy
• Personal interpretation of guidelines
• Ad hoc approach on execution
• Multiple manual touch points
• Manager intervention
Standardization
Measurement
Quality
• Well-written policies
• Demonstrate policy adherence
• Standardization and automation
• Limited performance management
• Emotions vs. factual
• Lack of baseline standards
• Repeat issues
• Implementation of KPIs/Key metrics
• Structure to mitigate under-performance
• High levels of inefficiency
• Dependent on personal effectiveness
• High amount of re-work
• Setup quality/process improvement cells
• Create a culture of continuous improvement
• Leverage global methods like 6-sigma, LEAN
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eServices Quality Excellence Conference
Technology Strategy
• Large nr. of approvals
• Absenteeism of approving authority
• Lack of records for verification
• Lack of reporting mechanism
Automation
Infrastructure
ERP
• Implement workflow tools
• Rationalize approval structures
• Inconsistent Connectivity
• Challenge with outside office hour support
• Lack of discipline with access rights
• Create a separate structure for critical processes
• Infrastructure IT policy and guidelines
• Excel spreadsheet proliferation
• Implemented ERP not effective
• Outside processing possibilities
• Importance of choosing the right ERP
• Leverage Software as services
• Mandate 100% system usage
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eServices Quality Excellence Conference
Questions and Answers
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THANK YOU
ANIRVAN SEN ([email protected])
LinkedIn: ae.linkedin.com/in/anirvansen/
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Anirvan Sen
Industry expert worked in several Fortune 500 companies across the globe. Experience derived from cross-functional roles involving large scale transformation using LEAN six-sigma, Talent Management, Shared Services, IT and Sales. - Ran global delivery model setup for BPO vendors, strategy for shared services in the Middle-East and Africa region and prior to that ran the Quality organization for EMEA operations of Shared Services. He also ran initiatives in China, ASEAN, ANZ, Brazil and US. - Cross-pollinator of ideas and result-oriented. Specializes in successfully leading "cost-neutral" initiatives (ROI: 2-3 years) - Regular speaker, chairperson and panelist at various Shared services, Quality and Technology conferences. Regular contributor to Shared Services publications - Behavioral Skills: Myers-Briggs Type Indicator - E.N.T.J. - Born Leader (Field Marshal) Specialties: • Business Strategy and Transformation; BPO/Shared Services • Project/Program Management Office (PMO), Process Excellence, Change Management • LEAN six sigma (Master Black Belt, certified Black-belt), Theory of Constraints (TOC) • ERP/Technology Implementations: Oracle, Siebel, SmartStream Financial
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