Managing Shared Services
Shared services remain a hot topic in both the private and public sectors, as organisations struggle to cut costs and drive improvements in efficiency. This standalone report gets into the real nitty-gritty of managing shared services within every type of organisation, examining the lessons learned in the public sector locally and nationally, while also looking at best practice examples of governance, pricing and service level agreements in the private sector. Plus: A look inside a shared service in one of the most sensitive area imaginable: MoD human resources.
Scottish Development International – Lead Sponsor
Scottish Development International (SDI) is the international economic development agency of the Scottish Government.
We are able to provide advice and practical support for companies looking to invest in Scotland. Since 2001 we have significantly increased the level of inward investment into Scotland.
SDI provides a wide range of support services including advice, access to specialist expertise, market information, financial assistance, business location information, investor aftercare and specific services covering each phase of international trade activity.
Scotland is an internationally recognised BPO location with an impressive track record and distinguished pedigree. Some of the largest global and European BPOs are based in Scotland, including Teleperformance, HEROtsc, Response, Stellar, Logica, First Data, Capgemini, Vertex and Sykes Enterprises.
There are over 90,000 people employed in 400 BPOs – one in every 30 employees works in a BPO.
Much of our growth and success can be directly attributed to a flexible, stable and motivated workforce with highly developed skills in a mature sector. Overall 400,000 people are employed within finance and business services of which 359,000 are located within Scotland’s central belt ensuring a steady supply of highly skilled staff for the BPO sector.
Additionally, many global and pan European BPOs are attracted to Scotland due to the wealth of multilingual skills. Current BPO’s and contact centres offer a mix of 26 different languages.
According to recent independent research, the majority of BPO operators in Scotland anticipate a rise in staff numbers over the next two years – testament to the strengths of Scotland in this sector.
WNS (Holdings) Limited (NYSE: WNS), is a leading global business process outsourcing company providing agile and innovative solutions to leading brands across the globe. WNS was founded as British Airways' captive in 1996; and today, we have risen to a leadership position with more than 200 global clients, serviced by over 25,000 professionals across 30 global delivery centres world-wide, including Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, UK and US. We deliver over 600 processes across industry and functional domains.
WNS is the first organization in the outsourcing world to take a vertical approach to delivery, which implies industry-specific solutions for industries, including Banking & Financial services, Consulting & Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping & Logistics, Telecommunications, Travel and Leisure, and Utilities. Our cross-industry solutions include Contact Centre, Finance & Accounting, and Research & Analytics.
We enable clients to outperform with our passion for service and innovation. Deep industry knowledge and expertise, a partnership approach, comprehensive service offerings and a proven track record enable us to deliver business value to many of the world's leading companies. We are passionate about building an organization that is valued by our clients, employees, business partners, investors and the community at large.
THE STANDARD IN AP/AR ANALYSIS
Finder Financials brings new aspects to the traditional analysis of accounts payable and accounts receivable.
We not only look at purely the financial aspects of your AP and AR departments but also at other factors that influence your results.
Finder Financials works together with her clients to meet their KPIs, improve their processes and reduce their financial processing costs.
Finder Financials offers a fully secure way of providing analysis services for her clients. All of our work is custom and can be performed on site. Our clients do not need to export their sensitive data and documents out of their own secure ICT environment, therefore guaranteeing 100% data security.
In addition to our unique services, Finder Financials also offers her client’s fault prevention options. Through the implementation and integration of state-of-the-art software solutions, we allow our client’s to focus on prevention and real-time reporting. Finder Financials carries out all the training needs on location and to a high standard.
Our services include:
- AP/AR Analysis
- Unclaimed Property
- Custom Reports
- Internal Benchmarking
- Master Data Cleansing
- Process Improvement
- AP/AR back-office support
We currently work for a large selection of worldwide clients in all the areas of industry and government.
If you want to find out more about our services, we invite you to contact us.
Serco Global Services is a world leading Business Process Outsourcing (BPO) organisation set up to add value to its customers’ business by helping them deliver ever greater service to their customers. By combining its existing BPO and world class frontline service capabilities with expertise from its recent acquisitions of Intelenet, The Listening Company, Excelior and Vertex’s UK public sector BPO operations, Serco believes it has a unique proposition that sets it apart in the BPO market.
Serco’s global Business Process Outsourcing (BPO) business has over 60,000 employees across over 100 locations, with a presence in 12 countries providing the complete spectrum of business services to customers in the public and private sector around the world.
As a dynamic global service organisation its people have the expertise and intimate knowledge of their customers’ markets as well as best practice processes and technologies to exceed expectations.
Serco has the vision, agility and determination to deliver cutting-edge business process solutions and set ever higher standards in the markets it serves.
Serco is a FTSE 100 international service company, which combines commercial know-how with a deep public service ethos. Around the world, it improves essential services by managing people, processes, technology and assets more effectively. Serco advises policy makers, designs innovative solutions, integrates systems and – most of all – delivers to the public
South Africa has world-class infrastructure, exciting innovation, research and development capabilities and an established manufacturing base, with a sophisticated financial, legal and telecommunications sectors, and a number of global business process outsourcing (BPO) operations are located in the country.
The success of South Africa in attracting leading international BPO investors was recently recognised by the UK NOA National Outsourcing Association, by being awarding the prestigious Overseas Outsourcing location of the Year 2012 to South Africa and further being nominated for the European Outsourcing Association Awards.
The factors contributing to that success are:
Skilled English-speaking talent in scale, sustainable cost competitiveness and incentives to benefit investors
- Savings of 50% plus on a steady-state operating basis from UK Tier-2 locations
- Salaries and real estate costs have remained more or less flat since 2010
- Up to 20% reduction in operating costs resulted from BPS incentives (~GBP 3.5 per FTE)
- BPS incentives of ~ GBP 13 million committed for offshore jobs created in 2011
Fast paced industry momentum
- 14,000 existing offshore jobs, 18% growth year-on-year between 2010-12
- Clear successes in serving the UK market with recent marquee wins and spate of inbound M&A activity
- Western Cape ( ~50% share of offshore jobs) followed by Gauteng and KZN key BPO locations
Business friendly enabling environment
- Robust telecom infrastructure with rapidly decreasing telecommunication costs (90% reduction since 2003)
- Monyetla talent development program generating pool of industry employable talent; 4,500 learners employed
South Africa is an internationally recognised BPO location and hosts some of the largest global BPO service providers, which includes Teleperformance, Aegis, Genpact, Serco, Fusion, Merchants, IBM, GlobalTeleSales, CSC, Accenture and WNS. Additionally to this, the current BPO clients sourcing services from South Africa range from the likes of British Gas, Shell, ASDA, Amazon.com, Old Mutual, Cap Quest, Swiss and Virgin Mobile.
Northern Ireland is now a well established location for shared services and outsourcing with proven expertise across a range of functions including finance and accounting, human resources, marketing, legal services and IT support. Global companies are attracted to Northern Ireland primarily because of its pool of well-educated people who have a professional attitude and strong work ethic. Universities and further education colleges are responsive to business, creating over 4,000 graduates annually with skills, competency and acumen in business relevant areas. High levels of collaboration between industry, academia and government mean that the development of talent continues to be a priority. In addition to financial assistance, a range of tailored and flexible government-funded support measures are in place to ensure that companies can access the skills they need in the region, both at set up and for future expansion.
The availability of skilled people is complemented by competitive costs, favourable macro-environment, sophisticated infrastructure and an existing cluster of inward investors. Companies who have discovered the benefits of setting up in Northern Ireland include Allen & Overy, Capita, Caterpillar, and Terex.
Manchester has a proven track record as a centre of excellence for business services and a low risk location for Business Process Outsourcing
The city region’s scalability and international connectivity along with next generation digital infrastructure and up to 30% cost reductions compared to London, guarantees operational efficiencies. That’s why over 30 shared service operations including SPX and Etihad Airways’ European Headquarters are here, in addition to service providers like Aegis, Steria, LBM, Capita and Serco all having offices here.
MIDAS works closely with businesses to secure significant levels of new investment and employment for city region and provides free, confidential support including:
- Comprehensive commercial property solutions
- Relocation advice, research support and business case development
- Recruitment and training support
- Introductions to professional networking organisations
- Post-investment PR and marketing support
We have a reputation for understanding diverse business needs and help to remove any barriers for companies looking to locate or expand within Greater Manchester
For more information on how MIDAS can support your organisation, please contact us on +44 (0)161 875 2239.
Shared Services Forum UK – your VIP invitation.
Join the UK’s number one Shared Services not-for-profit community today and you’ll be in excellent company. Our members include Rolls-Royce plc, The Co-operative Group, Bupa Health and Wellbeing, Enterprise Plc and Canal & River Trust to name but a few.
Your annual membership fee is inclusive of all events ranging from our Annual Conference and Leaders’ Meetings and Lunches through to Practitioner Network meetings focused on Lean, Purchase to Pay, Helpdesk, Payroll, Credit Control, HR and the Public Sector, to our Summer Social at the races. Plus, you can take advantage of as many website log-in’s for the members’ only area of our website as you wish as well as limitless inspiration for you and your team. We’ll support you with knowledge-sharing, benchmarking, thought-leadership as well as access to over thirty events during the year, a vast online library of presentations and hundreds of new contacts.
Visit www.sharedservicesforumuk.com or call 0800 334 5031 today to find out more. Plus, if you are a senior SSC leader register at email@example.com and you’ll get a complimentary invitation to attend one of this year’s Leaders Meetings. Past speakers include Sir Ranulph Fiennes, Michael Portillo and Roger Black MBE as well as a host of SSC experts.
ReadSoft is leading global provider of software solutions for Document Process Automation. With over 7,000 customers worldwide, ReadSoft has expert experience with SAP, Oracle, Microsoft, and Enterprise Capture business lines. ReadSoft delivers large-scale document automation solutions to some of the world’s largest corporates, Shared Service Centers and Business Process Outsourcers.
With a focus on BPOs’ specific requirements, our solutions enable you to:
- Quickly and easily integrate new services and technologies
- Quickly set up or modify processes and customers through an easy-to-use graphical interface
- Seamlessly integrate existing technologies into the solution
- Employ best-in-breed technology, including various capture technologies within a single process
- Constantly monitor your production performance in real time, making sure you meet or even exceed Service Level Agreements
- Scale your costs per document
ReadSoft solutions cater to health care, banking and insurance industries, among others, and automate a range of processes; from Human Resources to Finance and Accounting.
Since it was established in 1991, ReadSoft has grown to become a worldwide group with operations in 17 countries on six continents and a network of local and global partners. The headquarters are located in Helsingborg, Sweden, and the ReadSoft stock is traded on the NASDAQ OMX Stockholm’s Small Cap list.