Building a Strong Shared Services Resume

The “great resignation” that dominated headlines this past year shows we are in a time where professionals are focused on their career development more than ever. Employees want to know if they are headed down a career path that best suits their needs and skills, and employers are struggling to give them the tools they need to determine the career progression that works best for them.

This series aims to share the stories and wisdom of successful shared services practitioners. We will explore how they found their way into the space, the key career decisions they had to make, and some lessons they would like to impart to younger generations. If you have any career questions you would like answered, please reach out to Sally via email (sally.fletcher@ssonetwork.com) or connect with her on LinkedIn. 

During the second installation of GBS Career Corner with Sally Fletcher, listeners met Gary Critchley, Senior Vice President of Global Business Services (GBS) for Qatar Airways, who was recently recognized as one of SSONs Top 20 Most-Admired GBS. Gary joined the podcast to discuss lessons from his career in the shared services space which spans over twenty years.

Gary has spent time in both the UK and the Middle East for a variety of well-known brands including Marks and Spencer, National Grid, Pepsi Co and BOC Group, before coming to Qatar Airways. Gary began his career as an accountant, which has contributed to his ability to transform financial functions. He has also proven his value by leading organizations through change, integrating digital strategies and building strong, diverse teams.

During his conversation with Sally, they discussed how to get a leg up in the application process, important leadership lessons, and much more. Some of the key takeaways include:

Impressing in Your Resume

Sally made sure to ask Gary about his advice for any young professional applying for a shared services position, and Gary was gracious enough to provide us with some tips.

First and foremost was crafting an interesting story in your cover letter and resume. To Gary, interesting does not mean “wild and weird” but rather taking the time to craft a compelling story of yourself through strong writing. He adds that it is important to make clear the themes and logic of your career progression in order to help the prospective employer understand why you are applying for the role.

There are also opportunities in your resume to express what makes you a unique applicant. It’s essential to use the resume as an opportunity to further display the diversity of experiences and skills you have gathered in your career.

Gary’s final piece of advice in the job application process is to make sure you appear energetic. Whether that’s through the writing in your cover letter, or how you come across to the person who conducts your interview, showing an energetic side proves to employers that someone can have the relentlessness and toughness needed to make it in shared services.

Taking a leadership position

According to Gary, one of the quickest ways to develop your career is by taking a leadership position within the team you are a part of.

Meaning if there is something unique and interesting going on at your organization, try to be the first person involved. Whether it be delivering company actions, filling out the company survey, or leading a major implementation, be willing to be the person that takes the first step.

“I think this is an ethos or a behavior,” Gary said. “It’s not a particular event but rather a principle that I’ve been trying to instill across my team, because that’s how you get noticed. That’s how you show you're different.”

Gary added that often time teams will compare themselves to others and use that as the rationalization for why they shouldn’t be the first to do something. However, the ones that step up and embrace a challenge are most likely to get recognition. 

Developing problem-solving skills 

When Gary was asked if he had any closing remarks, he provided some advice in the form of an aviation analogy that is useful for shared services professionals at any stage of their career.

“You've got to be able to vary your altitude, and you've got to be able to associate that with risk. Meaning where you see risk.” Gary said. “You've got to be able to drop altitude because, in an aircraft, that's what you do. If you have a problem, try to get back on the ground, but if you don’t, you can keep going up.”

Meaning, there are two things a great shared services professional can do to create a long career for themselves. The first is being able to detect risk. Having this ability comes from the combination of being able to understand KPIs, and other risk/control mechanisms, as well as being able to trust your gut instinct when needed.

Once you detect the risk, you must assess it, and as Gary says, “vary your altitude.” Meaning, rolling your sleeves up and diving into the details surrounding the risk, and working hard until you are able to understand the full picture. When you combine these two facets, you become the type of problem solver who does not shy away from a challenge. 

If you like the audio medium and would like to hear a detailed interview that dives much further into Gary Critchley’s career advice, please listen to Careers Corner with Sally Fletcher on Spotify or Apple Music.