The shared service centre (SSC) is a very critical backbone for the entire enterprise. If kept functioning at optimal efficiency, it can help deliver high performance, contribute to major cost reductions and improve governance and compliance for any enterprise. Today, shared services are integral to the leadership team of the enterprises they serve.
In the past few years, shared-service is making its strongest re-emergence as a delivery model for over a decade. Close to 25% of enterprises are heavily re- investing in their shared services operations. This is led by changing expectations of internal customers that itself is being driven by fast pace of business, where cycle time to revenues determines competitiveness and leadership for any enterprise. Today’s business users are constantly moving, always connected and more informed than ever with access to latest tools and technologies to help them function better. Business users want their shared services to deliver SLA’s with better operational analytics capability. They want a more savvy and creative support talent who are able to function flawlessly, with agility and engage better with stakeholders to help them get to the next level.
In the recent past, high performance SSCs are achieving this by leveraging technology in a big way. Given that many of these SSC’s are operating based on a hub and spoke model, they leverage technology to ensure better adherence to process standardization with automated checks and validations, workflows and approvals leading to postings.
