SSON's Top Tips for Preparing Your Workforce for the Digital Age

Digital advancements are continuously evolving the future of work (FOW), particularly in areas such as finance and digital transformation. Having a skilled, future-ready workforce is key to the longevity of an SSC’s success.  

Organizations looking to set up an SSC should not only look at skillsets to accommodate their center today but also consider services that may be added 2-3 years down the line. Essentially, organizations should cultivate a workforce that remains competitive today and in the future. 

Leadership

A future-ready workforce begins with strong leadership. There are a range of skills modern SSC leaders should possess, including:  

1. Digital Fluency 

A future-ready GBS leader is a visionary who can guide the center through ongoing changes in the business landscape. In the digital age, SSC leadership should have strong digital literacy and fluency to remain informed about tools and trends. Data analytics, automation tools, and advanced technology such as AI mean embracing digital transformation is a necessity, and leadership should reflect this.  

2. Enterprise-Centric 

Deborah Kops, Principal and Co-founder at Sourcing Change, identified younger leaders’ stronger alignment with the enterprise. Rather than viewing GBS leadership as “external vanguards of a GBS movement as their predecessors did”, modern leadership needs to be more focused on enterprise agendas.  

3. Agile 

With business models constantly evolving, as well as an ever-changing business landscape, leaders should be agile, adapting to changes in the market, regulatory landscape, and organizational needs.

Recruitment

When hiring for a future-ready SSC, organizations should look for candidates with both technical expertise and soft skills that promote adaptability such as:  

1. Digital and Analytical Skills 

Roles in finance, IT, HR, and data analysis increasingly demand technical skills. Prioritizing candidates with experience in digital tools, data analysis, and automation prepares the SSC for tech-driven advancements. 

According to the 2024 State of the Industry Report, organizations are particularly prioritizing problem-solving, process design/ continuous improvement, and data management/ analytics. These skills reflect the increasing focus on technological adoption to optimize processes.  

2. Adaptability and Learning Mindset 

Seek candidates who demonstrate a willingness to learn and embrace change. Employees with growth mindsets are better equipped to handle the evolving demands of digital transformation and can be key in supporting continuous improvement initiatives.  

3. Alignment with Long-Term Needs

Recruit not only for current needs but for future growth areas, such as AI integration, cybersecurity, or advanced data analytics. Proactively sourcing talent with versatile skills prepares the SSC for expansion into new services. 

Training & Development

Futureproofing the workforce also involves continuous upskilling and creating a learning culture. Effective training and development programs should include: 

1. Digital Training 

Regular upskilling in digital tools, like RPA, AI, and advanced analytics, ensures employees can leverage these tools to enhance SSC services. 

2. Leadership Development Programs 

Investing in future leaders is essential. Programs that build strategic, cross-functional, and change management skills prepare employees to take on leadership roles within the SSC. 

3. Customized Career Pathways 

Clear, personalized career development tracks aligned with organizational goals motivate employees to grow within the SSC, increasing retention and ensuring that critical skills are retained in-house. 

4. Soft Skills Development

Training in communication, critical thinking, and problem-solving helps employees adapt to new challenges and work more effectively in cross-functional teams. By developing future-ready leadership, recruiting adaptable talent, and fostering continuous skill development, SSCs can build resilient teams prepared to drive digital transformation and add value to the wider enterprise over the long term.

To gain more insights from our SSO Network, please join us for our upcoming HR Transformation and Automation Virtual Summit.