This document discusses the evolution of shared services and centers of excellence within an organization. It outlines different maturity models for shared services including moving from simple to complex operations, from resource-level to process-level to product-level ownership, and from providing information to having influence. The document advocates for shared services to optimize efficiency, focus on value over volume, take ownership of processes and products, act as strategic partners providing solutions rather than just services, and drive innovation.

1. Shared Service
Foundation
24Nov2017

2. “Transformation in shared
services”

3. – what do we do
• We help people live their best lives
• Insurance
• Asset management
• Retirement income

4. Evolution of a GIC
• Models
• Scale
• Shared service
• Center of excellence
• High value
• Innovation center

5. Dimensions of maturity
• Significance: Frills  High impact  Strategic
• Complexity: Simple  Complex
• Ownership: Resource level  Process level 
Product level
• Decision making: Information  Involvement 
Influence
• Value: Arbitrage  Talent  Bottom line 
Top line

6. • Setup-stabilize-optimize [Efficiency]
• Value over volume
• Ownership [Resource level  Process level 
Product level]
• Leadership [internal focus]
• Create ecosystem of roles
• Services  Solutions [service provider 
strategic partner]
• Innovation
The journey: the path we chose

7. Value quantification

8. • Pause… to think
• Be bold… take risk
• Sift through the clutter… to simplify
• Build skills proactively… use non-traditional
approaches
• Influence
It is important to…

9. Gap between demand and supply is a business
opportunity

10. Thank you!