Engagement briefing
The Shared Services Promise
Eighteen months after HR and Finance moved into a shared services centre, business units rate it 41% and have rebuilt shadow teams. The centre's director wants customer-service training for all agents.
Our business units say the centre is slow and unhelpful, and satisfaction is at 41%. My agents need to understand they serve internal customers. I'd like a customer-service excellence programme for all 120 agents.
From Ayman Al-Mutlaq, Director, Shared Services Centre
Organisation: Thuraya Holding
- Sector
- Diversified holding group
- Size
- 9,000 employees across six business units
Eighteen months ago the group centralised HR and Finance transactions into a shared services centre, promising a 25% cost reduction. Business units kept their own HR and Finance policies.
Strategic priorities
- Reduce HR and Finance cost by 25%
- Standardise group processes ahead of new acquisitions
- Free business units to focus on growth
Who you can interview
Ayman Al-Mutlaq
Director, Shared Services Centre
Tariq Al-Ghanem
Group Chief Financial Officer
Sara Al-Qassim
General Manager, Industrial Business Unit
Faisal Al-Juhani
HR Business Partner, Retail Business Unit
Rana Al-Saif
Group Chief Information Officer
Shared Services Agents
Focus group: 8 tier 1 and tier 2 agents