Global Business Services Design for Leading Global Credit Card Company
ScottMadden supported the design of a comprehensive shared services delivery model for a leading global financial services company that included replacing an inefficient global outsourcing framework with a more strategic and cost-effective approach.
Challenge
ScottMadden was engaged to help one of the world’s largest financial service companies design a global shared services delivery model and build a corresponding business case and implementation plan.
Process
- Centralized transactional components while customer-facing components were regionalized
- Made recommendation to dismantle the global outsourcing model that was currently in place
- Analyzed country-specific requirements to determine how many resources would be required in each region to support the future model
Result
- A comprehensive global shared services model was designed that included accounting, accounts payable, and purchasing activities for all countries
- The business case showed a significant internal rate of return, with a four-year payback period
- The new model included an organization redesign that refocused staff to deliver global shared services and allowed distributed resources to focus on more strategic financial tasks
- A five-year strategy was developed that would expand the model to higher-level finance functions with final evolution to a multi-function GBS that would include HR and IT services, as well
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