Upjitpal Ghuman

Transforming a shared services workforce in the digital era, while maintaining or even improving service levels, is no small feat. With AI, automation, and advanced analytics reshaping operations, leaders must go beyond simply automating existing tasks. The real opportunity lies in reimagining how work gets done altogether- rethinking processes, roles, and value delivery in ways that weren’t possible before. This session explores how to protect today’s performance while driving exponential shifts in experience, job content, and operating models that define the future of shared services.

Key Takeaways:

• How to maintain, or even elevate, performance indicators during large-scale digital change
• Keep employees confident and future-ready through reskilling, clear communication, and change enablement
• Sequence automation, AI integration, and fundamental process redesign to maximize both short- and long-term benefits
• Move beyond “doing the same work faster” to redefining what work looks like in a digitally enabled shared services model
• Build stakeholder alignment and secure executive and business unit buy-in for a unified transformation vision