Unveiling Excellence: The Evolution of Global Business Services

In the ever-changing landscape of business operations, one model stands out as a beacon of innovation and value addition: Global Business Services (GBS). Since its inception, GBS has undergone a remarkable transformation, transitioning from a cost-cutting initiative to a pivotal element in executing organizational transformations. The World’s Best GBS Award, launched by SSON Research & Analytics (SSON R&A), serves as a testament to this evolution, recognizing outstanding GBS entities that redefine shared services beyond mere process efficiencies.

At SSON R&A, we’ve had an incredible time reviewing and naming the top five GBS Organizations:

• Winner: Allianz Services
• Runner-Up: Tesco Business Solutions
• Top Five: Allianz Services, ArcelorMittal Business Center of Excellence, Siemens Global Business Services, SLB Global Business Services, Tesco Business Solutions

What makes these organizations stand out?

1. Redefining Purpose: In response to market upheavals, GBS has shifted its purpose, embracing a broader strategic role. No longer confined to back-office functions, leading GBS organizations now spearhead transformational agendas, aligning closely with executive leadership and customer needs. This evolution is evident in their expansive scope and business-specific services, setting a new benchmark for value creation.
   
   
2. Earning Stripes: The journey to excellence in GBS begins with earning organizational trust. Rather than relying solely on mandates, successful GBS entities identify and address genuine business needs.
   
   
3. Innovation at the Core: GBS is no longer confined to traditional transactional processes but extends its reach into the middle and front offices, offering bespoke solutions that resonate with the enterprise.
   
   
4. Harnessing the Power of AI: As technology advances, GBS leads the charge in adopting AI solutions to streamline operations.
   
   
5. Nurturing Talent: GBS organizations recognize the importance of talent development and retention. By offering diverse career progression opportunities and attracting top-tier talent, GBS becomes a magnet for innovation and excellence, driving both internal growth and cross-functional collaboration.
   
   
6. Breaking New Ground: Leading GBS entities are not afraid to push boundaries, whether by establishing in-house consulting arms or venturing into external service markets. This boldness fosters resilience and fosters a culture of continuous improvement, propelling GBS into new frontiers.
   
   
7. Becoming the Partner of Choice: The maturity of modern GBS is evident in its collaborative approach to performance evaluation. Moving beyond traditional SLAs, GBS now shares accountability for business outcomes, fostering mutual trust and partnership with stakeholders.

The winner of the World’s Best GBS Award 2024: Allianz Services

Allianz Services prioritizes people as their main asset, fostering a positive workplace culture and achieving recognition as a Great Place to Work across its global delivery centers. With a commitment to gender equality and a focus on intellectual arbitrage over labor arbitrage, the company ensures its highly skilled workforce is continuously developed across various segments.

A truly special visit to Allianz Services in Trivandrum

During my recent visit to one of Allianz Services’ global delivery centers in Trivandrum, I witnessed firsthand how Allianz Services emphasizes talent development, career progression, and innovation, positioning itself as a leading contributor to the success of the Allianz Group while maintaining a superior customer experience and compassionate service culture. The team welcomed me with one of the greatest hospitality experiences I have ever received. I had the opportunity to see all the various operations in action, meet the amazing people behind Allianz Services’ success - including doctors, pilots and ship captains - and join in the World’s Best GBS Celebration, complete with an unveiling of the award plaque (it was huge!), a delicious cake, and a visit from the CEO, Dr. Turan Sahin. It was a special day never to be forgotten.

An Analysis of High-Performance

With 68% of shared services organizations already committed to the GBS model (and more planning to shift that way) the question on everyone's lips is: what makes GBS so effective? How is its performance different? In a word: it's about Value-add.

Join SSON R&A’s upcoming webinar on May 28th to learn exactly what is meant by "value-add" and how well today's GBS are meeting their potential. We introduce the foundation of a performance-oriented GBS model and share data insights from the "World's Best GBS" award applications and subsequent report – including performance quadrants reflecting how well today's GBS are performing across 4 key categories:

• Service Delivery Model & Strategic Alignment
• Model Maturity & Scope
• Adoption & Impact of Automation
• Retention & Skilling of Talent

How to Apply for the 2025 World’s Best GBS Award

The journey of GBS from a cost-saving mechanism to a strategic enabler of organizational transformation is nothing short of remarkable. By embracing innovation, nurturing talent, and fostering collaborative partnerships, leading GBS entities continue to redefine the boundaries of excellence in shared services. As the business landscape evolves, GBS stands poised to lead the way, driving value and innovation across industries.

The 2025 World’s Best GBS Study welcomes all GBS globally to apply, and is open to applications later this summer. You may apply here. The winner will be announced and celebrated at all of SSON’s 2025 flagship events: Shared Services and Outsourcing Weeks in North America, Europe, and Asia.