The Role of Global Business Services in Innovation, Enabling Top-line Business Impact, and Growth in New Markets – a Practitioner’s Perspective

The shared services or global in-house center (GIC) model has undergone significant change in recent years, evolving from low-cost service provider to change agent, and moving from largely an arbitrage play to innovator.

Societe Generale’s Global Solution Centre (SG GSC) is a success story example. The center has evolved over the past five years to become a strategic and value-adding partner for the global bank. Today, SG GSC has full delivery ownership and end-to-end accountability for the services delivered, with a clear focus on driving outcomes. As part of its transformation, SG GSC set up a dedicated innovation Center of Excellence to drive enterprise-wide digital transformation initiatives, leveraged the external innovation ecosystem (by collaborating with start-ups) to resolve enterprise challenges, and contributed to the bank’s top-line growth in new markets.

In this Practitioner Perspective, Everest Group interviews Sunil Shah, Global Head of Societe Generale’s Global Solution Centre for India and Romania. Sunil shares his insights and experience on: SG GSC’s innovation journey and key factors driving its rapid evolution; key successful initiatives and the challenges the team faced along the way; critical success factors and enablers for SG GSC; the center’s role in enabling top-line growth in new markets; and, talent imperatives and future priorities for SG GSC.


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