In today’s complex, fast-paced global economy, efficiency and scalability are key drivers of business success. One of the most effective strategies companies are adopting to achieve operational excellence is through GBS shared services — a model that centralises and standardises support functions across business units and geographies. When executed correctly, Global Business Services (GBS) can transform an organisation’s productivity, enhance collaboration, and reduce costs while enabling innovation and agility.
However, building a high-performing GBS organisation requires more than simply consolidating processes. It involves designing a strategy rooted in technology, governance, talent, and culture. In this blog, we’ll explore the best practices for developing a world-class GBS shared services framework, drawing insights from industry leaders such as Inixia, a global expert in helping enterprises elevate their GBS operations through training, certification, and transformation.
Understanding the GBS Model
Global Business Services (GBS) is an evolved version of traditional shared services. Unlike earlier models that primarily focused on back-office functions like finance or HR, GBS integrates a wide array of business operations — from IT and procurement to analytics, supply chain, and customer service — under a single governance structure.
The goal is not just cost reduction but the creation of a scalable and digitally enabled enterprise that drives strategic value. High-performing GBS organisations leverage advanced technologies such as automation, artificial intelligence, and data analytics to make informed decisions and enhance service delivery across the enterprise.
At its core, GBS shared services represent a holistic approach to enterprise transformation, enabling organisations to become more agile, data-driven, and customer-centric.
1. Establish a Clear Vision and Strategy
Every successful GBS transformation starts with a clear and aligned vision. Leadership must define what GBS means for their organisation — whether it is focused on efficiency, innovation, or delivering strategic insights.
A roadmap should outline short-term goals (like cost savings and process standardisation) and long-term objectives (such as innovation enablement and customer experience). According to Inixia’s framework, a well-defined GBS strategy is one that balances global scalability with local flexibility, allowing teams to adapt to market nuances without losing efficiency.
The vision should be communicated consistently throughout the organisation to ensure alignment at all levels — from executives to frontline employees.
2. Governance and Structure: The Backbone of GBS
A robust governance framework ensures consistency, accountability, and transparency across GBS operations. Strong governance defines clear ownership of processes, establishes key performance indicators (KPIs), and fosters collaboration between corporate leadership and GBS leaders.
An effective governance model includes:
- Global Process Ownership (GPOs): Dedicated leaders responsible for end-to-end process excellence.
- Standard Operating Models: Frameworks that align business units with shared service goals.
- Performance Dashboards: Data-driven tools that track KPIs such as service quality, turnaround time, and customer satisfaction.
As Inixia emphasises, governance is not just about control—it’s about empowerment. The right governance enables decision-making at the right level, ensuring agility while maintaining compliance.
3. Build a Strong Talent and Leadership Pipeline
People remain the cornerstone of any successful GBS shared services organisation. To build a sustainable model, companies must invest in developing a skilled and motivated workforce that can adapt to evolving technologies and business priorities.
The most successful organisations treat GBS as a talent hub rather than a cost center. They provide employees with growth opportunities through upskilling, leadership development, and cross-functional exposure.
Training programs, such as those offered by Inixia, focus on equipping leaders with essential GBS capabilities—ranging from strategic thinking and process optimisation to digital transformation management. A strong emphasis on learning culture ensures that teams remain innovative, engaged, and capable of driving continuous improvement.
4. Embrace Digital Transformation
In the modern business landscape, digital technologies are the backbone of high-performing GBS operations. Automation tools, artificial intelligence (AI), and advanced analytics enable teams to streamline workflows, reduce manual errors, and gain actionable insights.
For instance, robotic process automation (RPA) can handle repetitive tasks like data entry and reconciliation, freeing human employees to focus on higher-value work such as analysis and problem-solving. Similarly, AI-powered analytics provide real-time visibility into business performance, helping leaders make data-informed decisions.
As Inixia highlights, digital transformation in GBS is not just about deploying technology—it’s about integrating technology strategically to enhance business outcomes. A well-defined digital roadmap helps align automation initiatives with overall business goals, ensuring sustainable results.
5. Customer-Centric Service Delivery
The success of any GBS shared services organisation depends on how effectively it serves internal customers—employees, departments, and business units. High-performing GBS models operate like internal service providers, with a strong focus on customer experience.
To achieve this, companies should:
- Establish Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to measure satisfaction.
- Implement feedback mechanisms to continuously improve service delivery.
- Use data analytics to anticipate customer needs and deliver proactive support.
A customer-first mindset ensures that GBS evolves beyond transactional operations to become a trusted business partner that drives innovation and value.
6. Performance Measurement and Continuous Improvement
Monitoring performance is essential for sustaining operational excellence. GBS organisations should establish comprehensive performance management systems that measure efficiency, effectiveness, and satisfaction.
Metrics may include:
- Operational KPIs: Cost savings, productivity, and cycle time reductions.
- Customer KPIs: Service satisfaction and responsiveness.
- Innovation KPIs: Process improvements and automation adoption rates.
Regular performance reviews, benchmarking, and external audits help identify improvement opportunities. Inixia recommends adopting a culture of continuous improvement through frameworks like Lean Six Sigma to maintain momentum and adaptability.
7. Collaboration and Integration Across Business Units
A key factor in GBS’s success is its ability to collaborate seamlessly with different parts of the organisation. Rather than functioning as a separate entity, GBS should integrate deeply with core business functions to co-create value.
The GBS business model thrives when there is mutual trust and alignment between GBS teams and corporate stakeholders. Regular communication, shared objectives, and joint innovation projects strengthen this partnership.
By aligning GBS outcomes with enterprise strategy, companies ensure that shared services are not merely transactional centres but strategic enablers driving growth, innovation, and competitiveness.
Conclusion
The journey toward building a high-performing GBS shared services organisation is not just about operational consolidation—it’s about strategic transformation. By combining strong governance, digital innovation, skilled talent, and a customer-centric mindset, businesses can unlock the full potential of GBS as a driver of efficiency and value.
