• Trevor Lattin

Case Study: Global Fortune 1000, creation of Finance Shared Service Center




Global Fortune 100 Client was transitioning a major business to their Finance Shared Services Center (SSC) and required assistance:

  • Creating a shared services mission

  • Branding the culture around the vision

  • Defining leadership cospecies and training, and

  • Developing an overall communications roll-out strategy.

Our team partnered with the Client’s management team to design and implement a Change management program focused on employee communication, training and recognition. We conducted numerous sessions with senior leaderships to develop the change management deployment plan.


Additional project activities included:


  • Reviewed roles / titles, skills / competencies, contracts, total compensation with the local CFOs and department heads

  • Created a diagnostic tool and curriculum to help departments identify and address gaps (technical), industry, interpersonal, etc. between current state of vision.

  • Developed a recognition strategy (which connected customer expectations to process metrics to individual performance appraisals)

Additionally, to ensure the initiative’s long–term success, our team:

  • Designed and facilitated department Train-the-Trainer sessions

  • Assisted with the transition and management of the support vendor

  • Keep the project on track and on budget

  • Designed comprehensive suite of customer service training modules (leadership development, skills training, performance management, selection and orientation, conducting effective meetings, communication, rewards, and recognition)

  • Conducting pre– and post–training sessions and individually modelled each course’s content to ensure needs of specific departments were addressed.

Our project team unitized a variety of delivery methods (e.g., classrooms – based instruction; online education; Train-the-trainer programs) carried out over two -year period. We engaged a broad range of tools and techniques, including role-play, hands-on educating, and videos.


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