Shared Services Weekly: Design and Innovation in Shared Services

Hi and welcome to our Shared Services Weekly Newsletter!

Innovation is a fickle term. It can be difficult to design, develop and create new ways of working to satisfy multiple stakeholders. This week I want to share a couple of resources to help you design and implement new shared services models, to satisfy the user experience, and to improve upon process with continuous improvement and automation tools.??

Upcoming webinars

In uncertain times, the GBS model has proven to provide stability and resilience. This webinar on September 12 , hosts heads of service delivery from JTI to discuss GBS can even help to innovate during unpredictable times.?

We often use many of the insights provided by the SSON Research and Analytics team. This October 4, they’re hosting a webinar that explores current industry trends with outsourcing, and how it can be implemented into new GSB models.??

For those specifically in the finance space, this webinar on September 15 shares a case study on how TE Connectivity managed the transition migrating their shared services from the US to Costa Rica.?

Alternatively, if you’re in finance and focused on growth and adaptability, this webinar on AP trends , benchmarking and automation will cover AP resiliency and beyond.

Special reports

Design is a crucial component of process success, but sometimes it doesn’t always meet employee needs. Have you considered low-code automation as a way to scale transformation initiatives utilizing citizen developers? This report looks at how organizations should consider the user-experience (UX) when designing processes that require participants with non-technical backgrounds.?

For those looking to improve on existing processes, this report assesses how task mining can enable continuous improvement. Alternatively, this report assesses how important the GBS model is for delivering the Future of Work for both employees and employers.?

Sometimes change is inevitable, and the shared services and GBS model is well-set to weather change brought on by predictable and unpredictable events alike. So, how can we design processes with agility in mind? This report covers the different technologies enabling E2E.??

Podcast highlight of the week

In this episode of SSONext, I sat down with Lori Pon, PMP, LSSGB - an experienced project manager and insurance professional successful in leading major system implementations and multiple business units.

Lori is Director of Claims Strategy & Innovation at AAA Auto Club Group and possesses strong management and leadership skills, with the ability to motivate and develop high-performing employees, solid planning and organizational skills, including the oversight of key technology initiatives and management of profit and loss objectives.

Lori and Jordan dig into:

? The importance on making initiatives more customer centric

? Why “You will never have amazing CX if your EX is lacking.”

? Insurer tech and its benefits to make work agile

? How customer-centricity has influenced the way technology partners are chosen

? How to use customer centric metrics to measure the success of functions

?The benefits of design thinking and great attitude in insurer tech

For the full details on that and a lot more, listen to the episode .

If you like what you’ve heard today, do us a favour, and hit the rating button to give us 5 stars. That way, we’ll be seen in the systems, which will help us keep podcasting!

Til next time,?

Jordan Mullins , Head of Editorial, SSON