What is the skillset of future GBS leaders?

I remember like today when I joined Shared Services as a Junior Accountant. I was amazed by corporate life and was curious about processes and interactions, always challenging the status quo, seeking improvements in the process, automations, and overall ways of working. During that time our "best friend" was Visual Basic Automation solution and scripting in ERP so we could automate repetitive processes in Excel and MEC reports.

One of the key milestones at a later stage was the introduction of Robotic Process Automation (RPA). Together with my team, we met with technical experts who presented us with a "Robot" that processed AP invoices, combined different systems, and processed everything automatically.

We were excited about the  upcoming opportunities as hundreds of improvement ideas started to pop into our minds but, at the same time, few people asked themselves a question: 'Does this mean the entire GBS world will be run automatically by robots and we will have no job in the future?'

Here we are...almost 15 years later...and GBS is very much in demand.

If we look at the evolution of GBS, a lot of companies are indeed very advanced with their GBS strategies and thinking. So instead of looking only at quick cost-effective solutions for transactional processes, there is a desire to set up a GBS which will create value for the company through true partnering.

VBA and RPA are standard and companies invest a lot in new technologies and tools to speed up their transformation capabilities.

Apart from huge technology steps, we also see a big change in leadership requirements. A very big part of the GBS world is being run by Millennials and Gen Z and they both require very different leadership skills compared to Baby Boomers and Gen X.

So what does it mean for future GBS leaders?

Our world is changing...faster than we anticipated, and so is the GBS environment. It will not stop and it will be interesting to see how it evolves in the next few years.

Therefore...

Be hungry to learn

'Develop a passion for learning. If you do, you will never cease to grow.'

Anthony J. D'Angelo

What we know today might be outdated in a few months. To stay up to date and up to speed (!) we should always want to learn, explore, and expand our network.

In a conference, someone once told me: 'You run many projects on GBS, you must know everything by now and you are bored at your job...' and my response was very simple: 'Not at all, I am experienced in GBS to a certain degree, but I am learning every single day because I am eager to do so.'

Be humble and admit your mistakes

'Being humble means recognizing that we are not on earth to see how important we can become, but to see how much difference we can make in the lives of others.'

Gordon B. Hinckley

Let's be honest we are all humans and we all make mistakes regardless of what position we have. GBS leaders should create a safe space for their teams to make mistakes as this is also a big part of the learning curve. At the same time, GBS leaders should also be humble enough to admit they are making mistakes, it only creates trust and improves relationships.

So don't be afraid to admit you failed. Don't be afraid to be humble.

Be open-minded to new ideas & change

'The secret of change is to focus all of your energy not on fighting the old, but on building the new.'

Socrates

Change is our new normal. The world is changing and so is GBS. Being open-minded and flexible about change helps us to get out of our comfort zone and explore new opportunities.

Sometimes we will learn how change or new ideas can benefit GBS. But, also, very often we gain experience in how certain things should not be run and this is also very valuable, making us stronger leaders for the future.

Be kind to others

'Good leadership is always human. It takes time and energy. It is hard work. This is why good and kind leadership is so special when we find it.'

Simon Sinek

Being kind to others can make miracles. There is no point in showing the power of a leader and forcing work to be done. By being kind and respectful we will gain a lot of respect and organizations will naturally start following us.

Therefore, keep smiling and be kind - it costs nothing and can change somebody's day.

Be a listener and show empathy

'Most people do not listen with the intent to understand. They listen with an intent to reply.'

Stephen R. Covey

We all have experienced it multiple times. The leader has a vision and wants to enforce it on the team by using power and pretending they are listening, having the response already ready. This creates tension, lack of trust, and demotivation in the team.

Be open to listening to understand. In the end, we hire smart experienced people so that they can share their experience and tell us what to do. Co-created vision is much better perceived by team members as they feel empowered and engaged to change the world jointly with their leader.

Be a partner, not a boss

'Leadership means partnership, cooperation, mentoring, and support. It does not mean dominance. Dominance is tyranny.'

Sadhguru

One of the most amazing aspects we can experience whilst being a leader is seeing how our team and its individuals are growing, developing themselves, and driving agendas on their own. That's one of the best testimonials of a successful leader. It personally keeps me driving and gives me a lot of satisfaction as a leader in the last years of my career running various sizes of teams.

Our role as leaders is to facilitate that by being a partner who is empowering and engaging the team and their individuals. Showing power, enforcing and micromanaging is not something that is going to let the team run in the long term.

Be human, it makes a huge difference.

Want to learn more? Join Aneta this October at Shared Services and Outsourcing Week London. From deep-dive workshops to interactive panel discussions and keynote presentations, this event promises unparalleled insights into optimizing processes, enhancing operational efficiency, and driving sustainable growth. SSOW London is the ultimate platform to propel your organization towards unprecedented success!