Sunday Dec 15, 2024
Sunday Dec 15, 2024
Thursday, 17 January 2013 00:18 - - {{hitsCtrl.values.hits}}
‘Intellectual Capital: Optimising Performance in SSCs,’ a thought leadership forum will be held on 18 January from 8:30 a.m. to 12:30 p.m., at the Dukes Court, Cinnamon Lakeside in order to shed new light on Shared Service Centres (SSCs), as companies seek new ways to fight the rising operational cost and increased competition that is the new norm in the global marketplace.
Sri Lanka too is seeing the effects of this development, with several local and international organisations availing themselves of the opportunity to deliver both improved customer service and significant cost savings by reconfiguring their processes.
Organised by CIMA, in collaboration with SLASSCOM and Loughborough University, the forum aims to combat the dearth of available information on shared services, facilitating the sharing of experiences and the benchmarking of best practice crucial to enriching the knowledge base needed to capitalise on the potential of the industry.
Ian Herbert, Director of the Centre for Global Sourcing and Services, Loughborough University will deliberate on the recent CIMA-CGMA report by Loughborough University which explores the latest trends in performance management in the industry and the need for combining management through numbers and managing through people.
The second stage of the session will involve an intensive look at best practices and requirements for development from industry experts with hands-on knowledge of the local and global issues that shared service centres are confronted by.
In keeping with the focus of the report, Dushan Soza, Managing Director, WNS, will provide an overview of the shared services industry in Sri Lanka, with a focus on recruiting and retaining talent, while Dr. Arul Sivagananathan, Managing Director of Hayleys BPO and Shared Services will examine the tools and metrics used in managing performance in the field.
Discussing the human resource capacity challenges in Sri Lankan SSCs, Ghanshyam Das Khandelwal, Head of Service Delivery, HSBC Securities Operations, will provide insights into how best these challenges could be overcome, including current best practice and strategies for the future.
Ian Herbert will then set the local issues in a global context, exploring how Sri Lanka at a country level might dispel perceptions that offshoring is about transactional work and that labour inflation will soon mitigate present cost advantages. He will also unveil a professional qualification for shared services being developed by CIMA and Loughborough University, suggesting how it can help companies offer staff longer-term opportunities that compete with careers in audit firms and other vocations.
Tying it all together, the organisers expect that the group discussion sessions will facilitate the sharing of expertise amongst participants, and help achieve the national agenda for growth in the SSC/BPO space. To contribute your views and expertise and participate in the forum, please contact Jennifer Gnaniah on [email protected].
