Malaysia: Robotics and the New World View of Shared Services

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Malaysia’s Pain Point: Talent Management

Despite Malaysia's popularity as a shared services and outsourcing location, the industry has struggled with attrition, which undermines consistent performance. One of the key challenges for this country, therefore, has been talent management.

The solution may be just around the corner.


Robotic process automation has been speedily making headway as a means of replacing mundane transactional work and freeing up staff for true "careers" based on value adding services. For Malaysia, this may be just the solution it’s been looking for.

While traditional SSO models were (still are) dependent on low-cost FTEs, today’s shared services are rethinking their operating models to include automation-enabled transactional centres led by COE- or specialist-focused services centres that are more closely aligning to customers’ needs. The looming wave of process automation, therefore, addresses two concerns simultaneously: fewer FTEs are required altogether to deliver service (automation scales easily with no additional headcount), and it becomes easier to retain FTEs as there are finally real career paths based on valuable and interesting work.

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