Mastering KPIs: 14 Essential Metrics to Drive Shared Services Success

In today’s fiercely competitive landscape of shared services and global business services (GBS), measuring and benchmarking performance is no longer optional—it’s a game-changer. Imagine navigating a complex maze without a map. That’s what managing your SSC without key performance indicators (KPIs) is like.

Consider the tale of a leading global business services organization. They faced high attrition, inefficiencies in automation, and challenges in HR management. By focusing on specific KPIs, they transformed their operations and became a benchmark for excellence.

Let’s take a journey through key metrics, highlighting 14 essential KPIs as your guideposts, and illuminating the path to operational excellence. Whether you’re striving to optimize operations, enhance efficiency, or boost overall performance, mastering these metrics will steer you toward success in service delivery.