Editor's note: Welcome to "Ask the Expert" where each week, a member of the SSON Global Advisory Board answers a common question in the shared services/GBS space. If you have a question you'd like to ask the advisory board, let us know by emailing info@ssonetwork.com.
1. The old saying - “People don’t quit companies or roles, they quit bosses” – is very much true in our world of GBS. It is so important to have good leadership and management skills right across your GBS organization. Not just empathetic leadership at the top who understand the world of GBS and Service Delivery and the importance of the people and talent in that equation - but smart middle managers and team leads in your centres who can drive motivation and enthusiasm within their own teams. It is so important that our managers, are adequately equipped with the right tools and capabilities to support their associates. I have often seen good young talent promoted through the ranks, because of their technical capabilities, but have been forgotten about when it comes to leadership and management training, which is such a critical ‘soft’ skill, and end up struggling. Leadership development is key in GBS.
2. Meaningful work. If you can create meaningful and exciting work for your GBS employees, then they are less likely to look for a job hop. Make life exciting for them! Create that UX/CX/EX experience for them! Given them access to new tools and technology. Let them drive transformation and automation efforts. Involve them in Continuous Improvement projects. Everyone wants to be excited and get out of bed each day for an exciting and motivating challenge – as opposed to just repetitive transaction processing - so lets be sure we are always focused on creating meaningful work for our teams.
3. Culture and Purpose - by focusing on creating a real sense of purpose for your GBS org and ting it into a great, fun and rewarding culture, why would anyone want to leave that? Make it fun. Make it engagement. Think of branding. Think of engagement activities to get your GBS associated excited about your GBS and Company brand. Create that energy and passion and excitement that we all want to feel as part of our GBS Culture.
