Development in demographics are causing a reduction in workforce globally, digitisation is a powerful enabler of globalisation. The two combined are driving Shared Service Centres from a wage-arbitrage reason to a competitive advantage: enabling continuity of business and a much larger pool of highly educated talent. These developments require a different approach with Shared Services Centres, they will be an integral, seamless and continuous part of operations attractive for talent and considered a business partner with integrated targets vs SLAs. 

• Challenges: demographics & digitisation
• Opportunities: Shared Service Center as a commercial asset
• Forge partnerships: from SLA to shared KPI
• Celonis: integration, execution and performance management