In this session, we will present a study conducted in collaboration with FDC - Fundação Dom Cabral, delving into the evolution of GBS organizations, where maintaining efficiency, specialization, and innovation is both paramount and challenging. The research focuses on the relationship between psychological safety, proactive employee behavior and GBS maturity level, along with the internal factors that shape them. Through a mixed-method approach, we surveyed 176 respondents from diverse organizations and conducted interviews with 18 executives from different GBSs.

Throughout this session, we will explore key insights and strategies to enhance Shared Services maturity. We'll discuss how psychological safety influences GBS development, the impact of span of control and seniority, the necessity for ambidexterity within teams, fostering innovation, communication strategies, and more.