What key areas are you looking to invest in over the next 18 months, and why?

Thank you. Yeah, so you may know in Japanese tobacco, we just finished the implementation of the GBS. It took us the last three years, and now we are about to move more to harmonization automation journey. We actually have started already at the beginning of the year. So, where we invest is in process management, process improvement, all the automation techniques, improving our user experience with ServiceNow, creating more interfaces. So, a lot of very exciting things. We also invested in invoice booking automation and many other things. So, really, really a lot going on in our investment portfolio, in our list of the projects to bring us what we call to the GBS 2.0, so the next level.

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

So, we already did a big step evolution of the operating model during the pandemic because we were pushed to work from home. Now, we can master that thing to master the hybrid model, how we do remotely, how we keep that evolution going. And as well, I see GBS is more and more playing than all of doing something beyond traditional HR or finance. Like in our case, we do as well legal, marketing, sales, supply chain support. So many GBS organizations expanding to support multiple functions in the company. As well, many GBS organizations are and will be playing a bigger role in digitalization, automation, and work hand in hand with it.

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

I think learning from others is the one. It's definitely many things have been done. Coming to conferences like this, working with your peers, connecting, learning from other people's mistakes, it's a perfect way to not do it yourself. And remember, it's a people business. All we do actually is working with people, our customers, our people, our employees. We don't produce any tangible thing; it's a service, right? So, don't forget it's all about the people and relationships and the ways of working together.

What are some of the key takeaways or insights you've gained from the panel discussions, roundtables or workshops at SSOW Europe 2023 so far?

Yeah, there have been a lot of inspiring sessions and making me think like, "Oh, maybe we should use this type of automation," or "We should try to do some solutions." It was very good conversations on talent as well. I enjoy personally the most other companies sharing the journey, their learnings, what worked, what hasn't worked. Comparing to my previous answer, right, to learn from others, not do my own mistakes. So, definitely the story of Tesco, how they went on the journey to be the best GBS. Talent conversations, change management, very interesting topics, how important it is when you implement anything new and on the daily basis. So, so far, very good, and I enjoy as well outside the room networking sessions.

If you enjoyed this interview, don't miss the opportunity to explore the agenda for Shared Services & Outsourcing Week Europe 2024 here! This event promises exclusive insights unavailable elsewhere, guiding you towards success on your shared services and GBS journey.