VP of Kimberly-Clark Business Services with 25+ years of diverse experience in the Shared Services space across organizations like Mondelez, Xerox, GE and Fidelity. Richard has designed, built and successfully managed several Global Business Services.
CEO and Founder of HighRadius, a Fintech enterprise SaaS company which leverages AI-based Autonomous Systems to help companies automate Accounts Receivable and Treasury. Sashi’s leadership has secured the trust of 200+ Global 2000 companies.
Podcast Summary: Six Million Dollar Questions every GBS Leader wants to Know
Million Dollar Question #1: Over the years in your career, you have set up shared services, both as a Captive Centre, as well as outsourced to a third party vendor, which one is better?
There’s no right or wrong answer, but there’s probably a best answer for your company depending on two variables:
Speed: How fast you want to go and realise savings and the benefits of getting there.
Culture: The cultural acceptance threshold of your organization
Prefer a hybrid model, and therefore, over the years developed a Pyramid Model with five levels:
Level 1 or Transactional Services: Services that have largely been commoditized and can be done anywhere in the world.
Level 2 or Issue Resolution: If in processing the transaction, something goes wrong, it needs a little bit of extra work.
Level 3 or Issue escalation: It can be language or location sensitive, needs to be closer to the stakeholders or business partners that you’re serving.
Level 4 or Process management: Managing the sending process and the network of delivery centres that you’ve set up.
Level 5 or Governance: Never outsource this. Not engineering the higher levels of the Pyramid is one of the biggest mistakes many companies make.
Million Dollar Question #5: If I am running SAP, and want to optimise the process. Should I just use SAP, or you go for a best in class offering maybe like a Coupa or Blackline, so your thoughts on that.
Both complement each other.
We need to integrate ERP core with digital core to get the data consolidated in a structured way to run our company better.
You need to find a sweet spot of a simple technology landscape
The receivables space is one of the areas where we generate the greatest amount of value to the top and bottom line