Editor's note: Welcome to "Ask the Expert" where each week, a member of the SSON Global Advisory Board answers a common question in the shared services/GBS space. If you have a question you'd like to ask the advisory board, let us know by emailing info@ssonetwork.com.
One of the biggest challenges facing GBS organizations is embracing digital transformation and technology adoption, especially Artificial Intelligence (AI). AI can create easier work for organizations by streamlining processes, reducing costs, and improving efficiency. However, there can be hesitation from leadership because of uncertainty about the return on investment, data privacy and security concerns. Not to mention the increasing demand for AI experts creating a shortage of qualified candidates.
Another challenge for GBS organizations is proving the value of investing in shared services, rather than using a traditional decentralized approach with separate departments and business units. To highlight the value, GBS are faced with ongoing pressure to optimize processes and reduce expenses, while also maintaining or improving service quality. This creates a unique challenge for constant process improvement to optimize operational efficiency.
Ensuring data security and compliance with regulations, especially in global operations, is an ongoing challenge. Shared services handle sensitive financial, HR and consumer data, which puts them at higher risk for data breaches and regulatory penalties. Embracing best-in-class cybersecurity measures and staying updated on evolving data protection laws remains critical for GBS.
Lastly, attracting talent for GBS can also be challenging, but it’s imperative to continue growing and showcasing the value of shared services. This is why at Mars, we prioritize being an inclusive employer for all, and take an Associate-first approach to our business. People are the backbone of Mars, helping us to grow our business over the last century and in the years to come. Creating an environment where everyone feels appreciated for their work and empowered to grow in their career is an effective way to attract and retain top talent across the shared services industry.