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The Evolving Role of Shared Services

This is a Q&A with Mick Crowder, Board Director at Shared Services Forum UK Limited and Head of Shared Services at Canal & River Trust, in conversation with Ben Hartfield, Director of Operations, Certified GBS Professionals at The Hackett Group. In this in-depth discussion, Mick Crowder discusses his role managing all shared service operations at the Canal & River Trust and how the organization is using the latest technology and processes to deliver efficient and effective business administration and service delivery.

Specific topics covered include:

  • How rising customer expectations have driven changes in shared services
  • Talent management considerations and challenges in shared services
  • Creating a distinct culture and characteristics within a shared services group
  • How the organization expects to benefit from the Certified GBS Professionals training program


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