Leadership Challenge for SSC/BPO Managers

This training is designed for middle-level and senior managers in Shared Services Centres (SSC), Centre of Excellence (COEs), BPO  and Global Business Services (GBS) organizations who are responsible for leading teams, driving operational success, and navigating strategic challenges.

Whether you’re leading a team in a rapidly changing environment, managing geographically dispersed employees, or striving to balance cost efficiency with value creation, this workshop will provide you with the practical tools and insights you need to excel.

Learning Objectives:

After completing the workshop, participants will:

• Develop actionable strategies for balancing cost efficiency with value creation.
• Learn how to align GBS culture with corporate values in a way that resonates with employees and motivates them daily.
• Gain insights into talent management and retention in competitive labor markets.
• Master the art of managing difficult conversations, including employee terminations, with empathy and professionalism.
• Create personal leadership development plans principles, fostering continuous growth and adaptability.

These outcomes will equip managers to lead their teams more effectively, foster a strong sense of purpose within their organizations, and ensure long-term success in the evolving GBS landscape.

Day 1: Strategic Leadership Challenges for GBS Managers

1. Overview of Current GBS Landscape in Poland/ CE Europe
   • What are the key trends in the GBS sector, and how do they impact management strategies?
   • How can managers balance cost-saving efforts with adding strategic value?
   • What is the role of GBS leaders in the current job market, especially regarding attrition and retention?
2. Role Definition: European GBS vs. Offshore Locations
   • How can GBS centers in higher-cost European locations justify their value?
   • Which functions should remain in Europe versus being offshored, and what are the strategic considerations?
   • How does risk, quality, and compliance factor into process allocation decisions?
3. GBS Stakeholder Management
   • How can managers balance the often-conflicting expectations of corporate leadership, clients, and local teams?
   • What skills are essential to influence decision-making and showcase GBS’s strategic value?
4. Aligning Shared Services with Corporate Strategy (Mission, Vision, Culture)
   • How can managers make corporate mission, vision, and values feel relevant to GBS employees?
   • What role does GBS culture play in fostering employee engagement and differentiation?

Day 2: Operational Challenges

1. Talent Management and Retention
   • What are the main challenges in attracting and retaining talent within GBS?
   • How can managers build a team culture that aligns with both GBS and corporate values?
   • What should GBS managers include in their Employee Value Proposition to attract and retain talent?
2. Managing Employee Terminations with Empathy and Professionalism
   • How can managers handle terminations with care to minimize negative impacts?
   • What communication strategies help maintain trust and morale during restructuring?
3. Facilitator’s Tips and Group Discussion
   • Participants choose topics for deeper exploration, such as year-end reviews, cross-cultural dynamics, continuous improvement, managing remote teams etc.
4. What Got You Here – Won’t Get You There
   • Reflect on personal leadership habits that may hinder future growth, inspired by Marshall  Goldsmith’s principles.
   • What steps can managers take to identify and overcome limiting habits?
   • How can feedback drive continuous improvement in leadership?