Ahead of this year’s Shared Services and Outsourcing Week Europe Autumn 2023, we spoke exclusively to Bobby Abraham, Global VP – Architecture, Change & Transformation, AstraZeneca, about his greatest shared services and GBS challenges, the shift towards people and culture in shared services, and the industry knowledge drain.

What have been your greatest challenges over the last 12 months within shared services & GBS?

"In terms of the future trajectory of the shared services industry, there is a notable opportunity to undertake complex transformation and change, which the industry does well. Over the last five years or so, there has been a massive knowledge drain. People leave the business or you're relying on third-party providers or the ‘Big Four’ to build out a lot of capacity and capability. As we think about the future, it's about how large enterprises create internal capacity and capability to drive change management, which largely resides in GBS, as a global capability within shared services. I think this mixed with the influence of the future of work, are certainly some of the key opportunities. Corporate transformation is around how you reimagine corporate functions, which is largely enabled by AI. I've been having fun with Chat GPT. What's the influence of this in being able to write very intelligent, insightful financial reports for CEOs, CFOs, and sales leaders around the world? I think those are opportunities, but also challenges. Companies need to consider if they have the internal capacity and capability. Enterprises are building this in-house capacity and capability for the future."

How do you see shared services and GBS evolving in the coming years?

"Five years ago, the focus would have been Robotic Process Automation. However, I think the shift now is towards people and culture. Having experienced three industries in the last 15 years, 70% of the real debate and challenge within shared services and GBS is about people and culture. This is demonstrated here in terms of the people you meet and the conversations. Secondly, depending on the industry you represent, I would say 20% is the core of the business and 10% is technology. I think GBS as an organisation within shared services has now matured. Being able to receive and share valuable knowledge, while also learning from colleagues in the industry, is one of the greatest benefits."

What advice/words of wisdom would you give to someone who is just starting their shared services and GBS journey?

"I would emphasise the importance of mentoring colleagues while focusing on broadening horizons and developing expertise in process skills, architecture, and data. These foundational skills should then be complemented with effective stakeholder management, transitioning from a manager to a true leader. This industry offers opportunities for developing T-shaped skills, which involve both breadth and depth. I would urge my younger self to start practising this approach early, treating it as an investment in personal growth, much like starting early and delving deeply into the financial market."

EUROPE’S NO.1 SHARED SERVICES & GBS EVENT - THE AUTUMN EDITION

16 - 18 October 2023 | Novotel London West, London, United Kingdom

As GBS and Shared Services continue to grapple with the pace of change, industry leaders have taken great steps in refining shared services business model, nurturing key capabilities, and preserving value through efficiency, productivity and resilience. In the meantime, new questions and challenges continue to emerge: What are the other value levers can we pull to deliver value in new ways? Is the GPO model finally sticking and delivering the end-to-end transformation promise? How will ChatGPT contribute towards the efforts of building intelligent GBS and shared services? How are we adjusting our people strategies and building the workforce of the future? Will BPOs play a bigger role in delivering transformation in 2023 and 2024?

The Shared Services & Outsourcing Week Europe Autumn 2023 agenda is developed around these key focuses and looking to explore and provide answers to these pertinent questions.

As the second touch point for the European GBS and Shared Services industry following the Lisbon Event in May, featuring 60+ speakers representing the best of the best in the community, this is a not-to-miss opportunity to get together with the industry leaders and get your finger on the pulse of the key trends and most recent transformation stories from the industry.

View the 2023 agenda here!

For more free content visit our library.