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Shared Services

Efficient, productive and value-add shared services

Shared Services is the model for how to create efficiency and productivity improvements within an organization. However, many shared services groups struggle to fully realize the promised benefits of the model due to challenges from alignment of resources around key goals to misunderstanding complexity of the tasks at hand. We help these groups analyze the issues they are facing and implement plans to add value in areas such as:

  • Payroll and employee services, human resources (HR)
  • Finance and related activities
  • Facilities management
  • Information technology (IT)

Optimizing a shared services organization requires careful understanding of the organization’s readiness to accept change. Because shared services are so deeply intertwined in the company structure, careful planning must be done to ensure changes are effective and accepted by the entire organization.


We begin with a careful review, during which time we strive to understand how the organization operates and find opportunities for improvement. Some areas we may analyze include:

Facilities Management – physical space, lease arrangements and capacity utilization

  • Review of current lease space holdings and facility rationalization studies
  • Market assessments
  • Understanding capacity utilization
  • Analysis of maintenance and operational costs
  • Review of Service Level Agreements (SLA’s) with business units
  • Alternative Cost analysis

Finance and related services

  • Analysis of Organizational Structure and Design in the financial departments with attention to spans of control and reporting responsibilities
  • Utilization of current systems in order to expedite routine reporting and month end close
  • Analysis of duplicate or redundant systems or procedures that have been put in place for exceptions rather than normal operating procedures
  • Lean office assessment

Accounts Payable

  • Evaluation of current processes and review of policies and procedures
  • Analysis of quality control
  • Understanding impact of business unit behavior on AP processing quality
  • Analysis of activity and labor productivity/rationalization
  • Analysis of backlog and problem resolution
  • Assessment of key performance indicators (KPI’s)

Information Technology (IT) Help Desk and Site Support

  • Evaluation of site criteria: is the Help Desk organized properly to meet the worldwide need?
  • Rationalization of Outsource versus In-house
  • Service level measurement


“The work you have done has put us in a great position to expand the footprint of Shared Services”
- Global Head of Shared Services

For a recent project in a payroll and employee services group, results include:

  • Developed and implemented a new set of comprehensive metrics that accurately reflected the workload
  • Improved SLA performance by 16% in the first month of new reporting
  • Reduced Past Dues by over 80%
  • Reduced dropped calls by over 60%

Related Information


Project Director


Sean is an executive with more than 17 years of experience in operational management, process improvement, cost reduction, revenue enhancement and consulting in multiple industries, including mining. He has participated in several operational engagements in the mining sector worldwide.

Project Leader

Financial Services

North America

Brandon is a senior project leader and consultant with more than 12 years of experience in helping financial services firms maximize revenue and control costs through continuous improvement. He specializes in implementing efficiency, service and quality process enhancements in Fortune 500 companies by utilizing Lean and Six Sigma principles.

Project Director

Working Capital

Hamid has over 20 years of experience as a management consultant. He has a wealth of experience in process and operational improvements, corporate strategic planning, development and deployment, global sourcing, supply chain management as well as working capital improvement experience (A/R, A/P, Contract & Vendor Management, Inventory, MRO/Materials & Supplies).

Project Leader

Sales, Marketing & Consumer Products

North America

Bill is a senior project leader with more than 20 years of hands-on experience in assisting multinational companies by deploying his expertise in Lean Six Sigma and Business Process Management tools, tactics and strategies. He has deep expertise in sales and marketing improvement, supply chain optimization, fixed-cost reduction, channel management, total production management, balanced scorecards and post-merger integration.

Project Leader

Oil & Gas

North America

Tom is a senior project leader with over 25 years of international management consulting experience in the oil and gas, utilities, manufacturing, financial services, telecommunications, media and aerospace industries. He has served Fortune 500 and Global 2000 companies in 15 countries across North America, EMEA and Asia.