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