DEVELOPING AND POSITIONINGTHE INTERNAL ROFESSIONALISM
OF SHARED SERVICES
Charles Reis, ASSA PresidentSSON Shared Services Conference
MelbourneApril 2011
Australasian Shared Services Association
• Established in 2000 to benchmark common business processes between organisations
• Included many of Australia & New Zealand’s largest organisations
• Developed ‘Better Practice’ Forums to share improvement initiatives
• In 2011, ASSA is re-positioning itself to promote the shared services profession, foster networking and provide a targeted training and development program for Managers/Leaders
• ASSA is the peak body moving the reputation of shared services out of the back-office
Strategic Intent
ASSA supports the growth of Shared Services professionals by being a leading source of knowledge and facilitator of its practical application
Our vision is to deliver shared services experience, insight and innovation
What is shared services ….. Really?
• Shared Services is a mechanism for transforming organisational:– Culture– Policies– Processes– Governance
• Shared Services in every organisation has been established with a licence to reform
• Are we using that licence wisely?
Common Myths
Shared Services is sometimes perceived as:• Transactional• Non value-adding • Low strategic importance• Last chance for poor performers
Next Generation
Shared Services should be perceived as:• Transformational• Value accretive • Strategically aligned• Capable
The Challenge• Performance builds credibility, so begin by ensuring
delivery on every promise. • Take stock of your strengths and develop a specific
engagement strategy• Improve visibility by:
– Conducting internal road-shows– Involving your internal communications
professional to showcase successes• Language defines what we do – choose wisely and
don’t dumb-it down• Actively pursue medium-term opportunities for shared
services that will move you up the value chain
The Journey – there is more to do
Transactional
Administrative
Technical
Expertise
Work ThemesTransactional: Hands-on processingAdministrative: Develop/improve proceduresTechnical: operational best practice, provide adviceExpertise: Knowledge experts, influencing policyAvoid being stuck here
Levels of Work – where do you fit?
Creating vision, leading the mission. Future of business. Shared Services among several responsibilities.
5-10 years5
Strategic development & growth of Shared Services. New opportunities.
2-5 years4
Planning & delivery focus. Designs & owns systems for service delivery.
1-2 years3
Diagnostic focus. First managerial role, usually team leader/supervisor
Next 3 months2
Operator roles. Direct action in immediate situation. Front-line.
Today’s work1
Complexity in Shared ServicesTime frame of thinkingLevel
Adapted from Executive Leadership by E Jacques & S Clement (1994)
Hard Truth• Performance alone is not enough, so learn to
understand the internal optics • Be aware and listen to the critics – they shape
mythologies but can be authentic advocates• Demonstrate wider knowledge by briefing your
senior executives on trends in shared services• Hire clever, talented people with good internal
reputation who can be your champions• If a team is seen as having no further capability to
do more, so to is the leader. Rebuild fast!
What to think about
• Improve your own internal knowledge about the growth and re-invention challenges of your organisation and align your shared services strategy
• Most company information flows through shared services, so look for the value-add
• What keeps your boss awake at night? If you’re not sure, find out!
• Plan your group’s move to the next stage of process complexity
• If image, perceptions or reputation are an issue, undertake a diagnostic and deal with the root cause
Final Thoughts to help your career
• Shared Services is an emerging profession• We are the sanctioned agents of
transformation and efficiency• We range across our organisations and know
more about the business than most people• We should be proud of what we deliver• Join ASSA and help build the professionalism
of this enriching career choice
For further information go to www.assa.net.au
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