North American State of the Shared Services Market Report 2019

Every year, SSON’s survey highlights significant progression in Shared Services models. The past couple of years have shown a clear trend away from transactional, human-based work towards knowledge-driven activity enabled by data and automation. Yet, and despite the anxiety unleashed by“automation”, this has not translated to obvious job losses. Instead, Shared Services Organizations (SSOs) are developing new competencies and taking on growth without adding headcount, frequently by leveraging new Centers of Expertise (as confirmed by 65% of North American respondents) and expanding into new services and geographies. The consistent, aggressive commitment to productivity improvement (2/3 of North American respondents target >5% improvements) are keeping Shared Services leaders focused on innovative solutions that improve effectiveness, efficiency and performance. Today, that is predominantly achieved by leveraging automation and data analytics.

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