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The Shared Services Outsourcing Professional Course (SSO Pro) fills a much needed gap in the skill level of the current shared services talent pool. Given the trend of staff entering shared......

The Shared Services Outsourcing Professional Course (SSO Pro) fills a much needed gap in the skill level of the current shared services talent pool. Given the trend of staff entering shared services from what is generally a purely functional background, many are finding themselves not well-equipped to provide the value-adding, customer-centric services required by today's ever more savvy business customers.

In designing this program, SSON has researched skill requirements and core competencies across a range of functions and industries. We have taken advice from some of the leading practitioners in the global marketplace, and are delighted to offer a comprehensive, monitored online program.

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  • 1. The SSON Shared Services & Outsourcing Professional Training Program SSO Pro fills a much-needed gap in the skill level of the current shared services talent pool. Given the trend of staff entering shared services from what is generally a purely functional background, many are finding themselves not well-equipped to provide the value-adding, customer-centric services required by today’s ever more savvy business customers. In designing this program, SSON has researched skill requirements and core competencies across a range of functions and industries. We have taken advice from some of the leading practitioners in the global marketplace, and are delighted to offer a comprehensive, monitored online program. Course Duration 16 weeks at a comfortable learning pace – with access to modules and learning materials for a full 12 months. I see huge benefit incorporating this programme into the development plans for my team while allowing me to deepen my knowledge in some new areas, too.” Rob O’Toole HR Director DIAGEO Business Services Budapest, Hungary “ COURSE OVERVIEW: COURSE SET UP:
  • 2. BENEFITS AT A GLANCE: An extremely impressive line up of practitioners and consultants, access to this calibre and diverse range of professionals would ordinarily be difficult. Collectively they’ve identified 10 key Shared Services & Outsourcing topics every practitioner should be familiar with. The SSO PRO system utilises Cloud technology, which means all students require is a computer and an internet connection in order to access their learning resources. Materials can be accessed 24/7 from any location around the world. We’re soon to launch a Smart Phone friendly training application. This will enable participants to access the training system on the move, meaning you could complete the course during your commute! An initial skills assessment identifies individual strengths and weaknesses, allowing students to focus more heavily on much needed areas of improvement Access to our practitioner networking messaging system, allowing students to share experiences, best practise and discuss the learning materials and their application. Upon completion all students will receive an accreditation as an SSOP (Shared Services & Outsourcing Practitioner) and are free to place these letters after their name! Shared Services and Outsourcing initiatives are complex and difficult to get right – but add real value to an organization if done correctly. Having been in the industry for some time, its great to see a “one-stop shop” for key learnings being developed.” Sanjay Sridher Executive Director, ServiceFirst, NSW Government, Australia “ Participating Companies Include:
  • 3. Competency and Module Overview: BENCHMARKING CHANGE MANAGEMENT CONTRACTING & NEGOTIATION CUSTOMER AND STAKEHOLDER SERVICE FINANCIAL ACUMEN GOVERNANCE AND COMPLIANCE PROJECT MANAGEMENT QUALITY MANAGEMENT RISK MANAGEMENT TALENT MANAGEMENT
  • 4. BENCHMARKING • What is Benchmarking? • Benchmarking: Shared Services Considerations • Benchmarking: Outsourcing Considerations • Phase 1 - Planning a Project • Phase 2 - Collecting Data • Phase 3 - Analyzing Data • Phase 4 - Applying Lessons • Benchmarking Protocols and Code of Conduct • Advanced Benchmarking Issues • Benchmarking Strategies and Performance Standards CHANGE MANAGEMENT • What is Change Management? • Change and Transition Management: Shared Services Considerations • Change and Transition Management: Outsourcing Considerations • Establishing a Leadership Profile • Communications in Change Management • Dealing with Resistance • Establishing Trust with Stakeholders • Repairing Relationships • Making Change Endure • Change Management Cycle CONTRACTING & NEGOTIATION • Change Control and Management • Contract Close Out and Lessons Learned • Dispute Handling and Resolution • Drafting Guidelines and Considerations • Framing, Strategy and Goals • Monitoring Performance, Tools/Techniques • Negotiation Overview and Objectives • Negotiation Styles • Negotiation Techniques • Outsourcing Considerations • Shared Services Considerations • SOW/SLA Production • Tactics, Tricks and Lessons Learned • Terms and Conditions Overview • What are Contracting and Negotiations
  • 5. CUSTOMER AND STAKEHOLDER SERVICE: • What is Customer Satisfaction? • Shared Services Considerations • Outsourcing Considerations • Communication Skills • Stakeholder Relations Management • Measuring Customer Satisfaction • Re-aligning Service with Business Objectives • Engaging Functions and Forming Teams • Problem Solving FINANCIAL ACUMEN • What is Financial Acumen? • Shared Services Considerations • Outsourcing Considerations • Developing Cost Benefit Analysis • Calculating ROI’s • Total Cost of Ownership • Financial Equivalents in Negotiations • Financial Impacts of Change Orders • Make Versus Buy Decisions • Monitoring Cost GOVERNANCE & COMPLIANCE • What is Governance? • What is Compliance? • Shared Services Considerations in Governance • Shared Services Considerations in Compliance • Outsourcing Considerations in Governance • Outsourcing Considerations in Compliance • Internal and External Audits • Communication Strategies for Governance and Compliance • Key Issues in Sarbanes-Oxley • Maturity Models • Cross-Cultural Considerations • Technology Enablers
  • 6. PROJECT MANAGEMENT • What is Project Management • Shared Services Considerations • Outsourcing Considerations • Initiating • Planning • Executing • Closing • Monitoring and Controls • Process Transformation • Populating the Project Management Toolbox QUALITY MANAGEMENT • What is Quality Management? • Shared Services Considerations • Outsourcing Considerations • Quality Audits • Lean and Six Sigma • Quality Management Standards • Quality Management Toolbox • Quality Measures and Metrics • The Cost of Quality Control • Data Analysis • TQM Elements of Success RISK MANAGEMENT • What is Risk Management? • Shared Services Considerations • Outsourcing Considerations • Managing Project Risk • Using Clarity to Combat Risk • Integrating Third Party Solutions • Mitigating Risk Impact and Probability • Using Portfolios to Combat Risk • Identifying the Party to Manage Risk • Identifying Risk
  • 7. TALENT MANAGEMENT • What is Talent Management? • Shared Services Considerations • Outsourcing Considerations • People Management Issues • Preserving Acquired Expertise • Principal Agency Issues • Recognition and Rewards • Mentoring and Coaching • Skills Assessment, Uplifts and Refresh • Team Formation and Management • Managing the Departing Employee ADVANCED SS AND OUTSOURCING  Benchmarking: Shared Services Considerations  Financial Acumen: Shared Services Considerations  Governance: Shared Services Considerations  Compliance: Shared Services Considerations  Project Management: Shared Services Considerations  Benchmarking: Outsourcing Considerations
  • 8. COURSE CONTRIBUTORS: Roy Barden | Novo Altum Roy Barden leads the Shared Services and Outsourcing Advisory practice for Novo Altum. Roy has spent the last 15 years as a consultant leading change within the support functions of global organizations , helping clients deliver both in-house and outsourced Shared Services. Before joining Novo Altum, Roy led the Global Business services Advisory practice for the Hackett Group. Prior to consultancy, Roy spent 13 years working in the finance functions of multinational firms in the paper and chemical industries based in the UK before becoming CFO of a multi-national speciality chemical firm located in the Netherlands. Deborah Kops | Sourcing Change Deborah Kops learned about the challenges of sourcing change management the hard way by failing. As a result, she is able to deliver results in situations where change is required and the rules must be rewritten. With experience as a corporate managing director, consulting partner and provider, she has a unique perspective on the major challenge to outsourcing and shared services implementation effectively and sustainably changing the way people work in light of the myriad implications of sourcing. As a client, Deborah had end-to-end responsibility for global sourcing implementations at two financial institutions; and as an executive with one of the largest offshore business process outsourcing (BPO) companies, and a founding partner of PricewaterhouseCoopers pioneering outsourcing line of business, Deborah has seen the implications of change management issues from the provider perspective first hand. Rakesh Sangani | Proservartner Rakesh is a strategic advisor, solution architect and implementer of transitions and transformations. With a specialism in BPO, Shared Services and Offshoring, Rakesh has worked with CFOs, FDs and senior client executives in the private sector (including at Ernst & Young, Pitney Bowes, Orange, Barclays and RBS) and the public sector (across Health, Police and Government markets) in improving efficiency, effectiveness, cycle times and profitability. Rakesh is a qualified chartered accountant, holds practitioner status in Prince 2 and MSP and is certified Lean Six Sigma. He was trained by Andersen, Deloitte and Accenture and is now a partner at a social enterprise management consultancy Proservartner providing strategic advice and focusing on operational solutions for leading FTSE 100 and Professional Services firms.
  • 9. COURSE CONTRIBUTORS: Jane Smith | LiSimba Consulting Services Jane E. Smith is the founder and President of LiSimba Consulting Services, Inc. LiSimba’s work centers on “Building Cross Border, Cross Cultural Relationships for International Business Success”. She is an attorney whose undergraduate work includes a year at the University of Madrid, Spain, Facultad de Filosofia Y Letras. She read ancient history and philosophy at Wycliffe Hall, the WEST Course, Oxford University, and holds an M.ED from the University of Texas at Denton. She has worked globally, in the European Union, much of the Spanish speaking world as well as in many of the Asian nations. Rochelle Hood | Harris Corporation Rochelle Hood serves as a Project Manager in the Global Shared Services group of Harris Corporation. Rochelle joined Harris in July 2007, during the initiation of the Business Operations Department, with a concentrated focus on process improvements. She has led and served as a mentor for projects supporting Asset Management, Payroll, Time and Labor, Accounts Payable, Global Assignee/Expatriate (ExPat) and Travel Reimbursement. Rochelle is a member of the American Business Women’s Association and serves on the Board of Directors of the Project Management Institute Space Coast Chapter. She is a program development contributor for the Shared Services and Outsourcing Network certification program. Jeff Jacobson | Pitney Bowes Jeff Jacobson is currently Vice President of Finance/General Manager for Global Accounting Operations for Pitney Bowes. He has responsibility for driving accounting and transactional finance functions to a shared services model to facilitate peak operating performance and increase productivity. This model strives to create centers of excellence benefiting shareholders, customers and employees. Before joining Pitney Bowes, Jeff was Chief Financial Officer for Tullis Dickerson, a private equity firm specializing in biotechnology and life sciences. Earlier roles were CFO at Usertech, Inc., a division of Ceridian Corp., and CFO/Group Controller at Invensys, Inc. Jeff began his career as a consultant at Accenture.
  • 10. COURSE CONTRIBUTORS: Mike Power | London School of Economics Mike Power retired from the Procter & Gamble Company in February 2003 after a 31 year career which took him to all parts of the world. Mike was born in West London but he and his family have lived, at various times in that career, in Newcastle, London, Cincinnati, Frankfurt, Paris and Kobe. While in P&G, Mike had a long career in the Finance function. He is a former Vice-President and International Comptroller of the Company, was Vice-President of Finance in Asia and had broad Finance experience in North America, as well as Eastern, Central and Western Europe. In the latter part of his career, Mike was President of P&G’s Global Business Services operation and a member of P&G’s Global Leadership Council (GLC). Tom Larkin | Soláthair Management Consulting Tom Larkin is a Senior Global Executive with over 23 years of experience in international P&L/general management, strategic sourcing, organizational design, lean manufacturing, strategic planning and business development. Tom has designed and implemented supply chain, strategic sourcing and outsourcing organizational structures for Fortune 100 companies. He is currently the Owner and CEO of Soláthair Management Consulting, LLC based in the New York area where he is responsible for the development of global supply chain strategies and processes as well as the mentoring of senior executives on Best-In-Class business practices. Phil Searle | Chazey Partners Phil Searle is the Founder and Managing Director of Chazey Partners, which provides expert business advisory services in Finance, Shared Services, Business Process Outsourcing and Technology. Phil is on the Editorial Board for Shared Services News (a publication of the Shared Services & Outsourcing Network) and is an Advisory Board Member of SharedXpertise. He is also a regular speaker, judge and chairperson at various Finance, Shared Services and Technology events around the globe. He has written a number of articles on these subjects, including for Shared Services News, SharedXpertise, CIMA and Finance Director Europe.
  • 11. COURSE CONTRIBUTORS: Gary Critchley | Marks and Spencer Gary is Head of Business Services at Marks and Spencer’s Business Service Centre based in Manchester. The centre is responsible for the delivery of business and finance processes across a £9bn procure to pay cycle, £10bn sales to cash cycle, and a £5.5bn record to report cycle. Gary also has responsibility for data integrity across these business cycles. Gary qualified as a management accountant at the BOC Group whilst working in a variety of corporate roles including Supply Management, Tax and Group Reporting before moving into commercial roles in Logistics and Process Gas Solutions. Gary moved into Shared Services in 2002, joining Marks and Spencer in April 2006. His role is now heavily focused on the implementation of SAP retail aligning business data and best practice across, buying, stock, pricing and finance work-streams globally. Wayne L. Kost is an internationally accomplished lecturer, consultant, and quality management expert. He has taught and consulted in the field of Quality Management-Six Sigma, Business Process Improvement and Organizational Transformation in 27 countries. Over the past 30 years, Wayne has focused on helping organizations in both the public and private sectors analyze and improve quality, business performance and increase both profitability and customer satisfaction. He has made presentations to and consulted with over 10,000 senior executives helping them to prepare for organizational change and lead business performance improvement efforts. Wayne Kost | Global Performance Partners
  • 12. Standard Rates: Single Student: $999 USD Book a Group to Save: 25-49 Students: $799 USD per person 50-99 Students: $699 USD per person 100+ Students: $599 USD per person All Students Will Automatically Receive: •16 week course •1 year full access to modules and learning materials •Dedicated course point of contact for enquiries •10% Additional discounts to SSON events and conferences •1 year Basic Membership to SSONetwork.com COURSE OFFERS: Contact Us: Tel: +44 (0)20 7368 1316 Email: SSOPro@ssonetwork.com Website: www.ssonetwork.com/ssopro