This training is designed primarily for leaders and managers at various hierarchical levels who work in the Shared Services Centers (SSC) and Business Process Outsourcing (BPO) sectors.
It is suitable for:
• SSC Directors
• Team Managers
• Specialists in transformation, process transition, change management, or HRBP
• All individuals influencing the operational efficiency and functioning of the organization in the context of changes within the SSC/BPO sector.

By the end of the training, you will:
• Understand the uniqueness of change management in SSC/BPO.
• Be able to identify key SSC areas critical for achieving business goals.
• Correlate changes in SSC with the business plan.
• Manage employee turnover as part of the change plan.
• Recognize change triggers related to technological development, business models, automation, locations, ESG, and the labor market.
• Build local change transmission networks.
• Understand the role of stakeholders in SSC change management.
• Identify change management cycles in SSC and integrate project approaches into them.
• Avoid major pitfalls arising from a purely project-based approach to SSC change management.
• Develop a communication plan for changes in SSC.
• Execute two-phase communication between SSC and Core Businesses.
• Align employees during various stages of change.
• Integrate change management into the onboarding process.

DAY I

Module I: Change Management vs. Change Management in SSC
• What are the key differences?
• Which change management practices are applicable in SSC, and which are unnecessary?
• Why is change in SSC/BPO a continuous process?
• Developmental, transitional, and transformational change.

Module II: Planning Change in SSC Considering the Core Business of the Headquarters
• Identifying SSC areas critical for achieving business goals to ensure alignment between business strategy and SSC changes.
• Change initiators: How to align changes originating in SSC with the business OGSM?
• Challenges in planning changes in SSC vs. BPO.
• Employee turnover: Is it an ongoing element of the change plan? How to calculate and reduce turnover?

Module III: Managing Change Triggers in SSC/BPO in the Current Business Environment
• Technological development, business model evolution, and automation.
• Location-related changes (onshore, nearshore, offshore).
• ESG as a change trigger.
• The evolving flexible labor market.

Module IV: Defining Roles in the Change Process in SSC
• „Transmission Change Managers” – how to identify them in a team? When are additional FTEs required?
• Building local transmission networks led by Change Agents in collaboration with the Change Management Team.
• The role of stakeholders in SSC change management – how to select and oversee them?

DAY II

Module V: Difference Between Change Management and Project Management
• The change management cycle in SSC and how to align project management within it.
• Common mistakes and failures stemming from a purely project-based approach – case study discussions.
• Change management as a continuous process.

Module VI: Communicating Change in SSC
• How to build a change communication plan for SSC?
• Creating hands-on solutions.
• Two-phase communication (SSC to Core Businesses and Core Businesses to SSC).
• Phased employee onboarding during change with defined responsibilities.

Module VII: Employee Adaptation to Change in SSC/BPO
• Implementing a policy of openness to change, a constant aspect of SSC operations.
• Integrating change into onboarding – why start from the beginning?
• Recruiting employees with continuous change in mind.

Module VIII: Case Studies and Lessons from SSC/BPO Change Management
• Examples of successes and failures in SSC/BPO change management.
• Q&A session.