the 5 signs of a miserable ssc job

https://hu.linkedin.com/in/jamiedaviesbudapest https://hu.linkedin.com/in/jamiedaviesbudapest

23 years in Finance,

Consulting, Coaching, SSC

https://hu.linkedin.com/in/jamiedaviesbudapest https://hu.linkedin.com/in/jamiedaviesbudapest

Computacenter is Europe's leading independent provider of IT infrastructure services, enabling users and their business. We advise organisations on IT strategy, implement the most appropriate technology, optimise its performance, and manage our customers’ infrastructures. •3.1bn Revenue, 10,000+ Employees •Rooted in core European countries with global partner network, Infrastructure Operations Centers and Service Desks across Europe, South Africa and Asia •Captive SSC in Budapest for AP, Collections, AR, 100 Fte after 1 year supporting UK, France, Germany, Belgium

https://hu.linkedin.com/in/jamiedaviesbudapest

The 5 signs of a miserable SSC Job

1. Why this is so important in SSC industry

2. What are the 5 signs and how you can spot

3. What can you start to do about it in your SSC


Engagement Enablement Employee

Effectiveness

Proud, motivated and loyal

Supported to perform at best

Enthusiasm Attitude Passion Quality

Responsibility Talent Retention

Why remove job misery?- 1


Why remove job misery?- 2

Accenture Operations - 2015


Why remove job misery- 3

300,000+ people working in SSC/Outsourcing in CEE region*

* KPMG 2015 data Poland, Hungary, Czech Republic , Romania, Bulgaria

we have the opportunity to affect millions socially

by enabling people to enjoy work more


The 5 signs of a miserable SSC job

1. Anonymity

2. Irrelevance

3. Immeasurability

4. Weaknesses

5. Mistrust

Patrick Lencioni

Marcus Buckingham


The 5 signs

1. Anonymity People cannot be fulfilled in their work if they are not known as human beings

by their immediate line managers.

All human beings need to be understood and feel a sense of belonging in their workplace.

SSC staff can also feel more

disconnected from colleagues compared to traditional in-country

operations making it even more crucial to feel a sense of belonging in the

centre.


“Don’t get too close or friendly

with your employees, they

will take advantage and use it against

you...”

1. Anonymity

Manager


“People are paid to do a specific job, so they

should work hard and what they do in their

own time is their business...”

1. Anonymity

Manager


“My manager doesn’t seem to know me or care about me as a

person, and they change constantly, that’s just how it is these days..”

1. Anonymity

Employee


The 5 signs

2. Irrelevance

Everyone needs to know that their job matters so someone.

If people cannot see a connection between what they do on a day to day basis and the satisfaction of another person, department

or function then they simply cannot find lasting fulfilment.

SSC’s again face greater challenges due to

the continual breakdown of end to end processes into silos. If we simply measure

SSC’s in terms of cost and not business value then this becomes worse.


“I don’t expect them to know or care about the business, they just need

to follow their work instructions and

process...”

2. Irrelevance

Team Leader


“I don’t really know why my work is important or

why it makes a difference, it’s probably not important otherwise it would have been kept

in the country.”

2. Irrelevance

Employee


The 5 signs

3. Immeasurability

Employees need to understand how they are progressing, learning and improving

for themselves. They cannot be fulfilled if their work success simply depends purely

on the opinions of another.

People need to know what is expected of them at work on a regular basis, the time

of the annual appraisal is dead.

SSC Staff need to understand for themselves how they are performing and

to be able to “check-in” with their manager to keep focus and get help.


“It’s difficult when I have to rely on the

Process Manager to tell me or the team how

they we are performing and where they are

making errors.”

3. Immeasurability

Team Leader


“I usually only get told when I make a mistake or upset someone in another department, I can’t really see how I or the team are

improving...”

3. Immeasurability

Employee


The 5 signs

4. Weaknesses

People want to be able to come to work and get the chance to do what

they can do best as often as possible.

If managers and team leaders within SSCs don’t take the time to find out

what energises and engages people at an individual level then the process

becomes the priority and people cannot be fulfilled and importantly

potential talent opportunities can be missed.


“I am here because the money is better than the other industries in this

region, I don’t expect too much from it, just keep my

head down...”

4. Weaknesses

Employee


“I rarely get to use the strengths that I have, I

just get reminded about where I fall short, usually once a year...I will keep

trying”

4. Weaknesses

Employee


The 5 signs

5. Mistrust

Within the team, the team members need to know and trust each other that they are all committed to the same “quality” and “values”. Often the team leader is unable to define their own values and

expectations and this leads to confusion, mistrust, personality conflicts and lack of

consistency from the manager.

Without trust, the team cannot hold each other accountable openly and the result is

gossiping, moaning leading to toxic energy.


“I know some of the team don’t get along

well but as long as they do their work I don’t

expect them to be best friends...”

5. Mistrust

Team Leader


“Some of the team members are just

unbearable, they are just negative and

complaining but always behind the backs of others, I really can’t

stand it here...”

5. Mistrust

Employee


“We don’t share the same idea about what quality work looks like,

it’s so frustrating that the manager just let’s them

get away with it.”

5. Mistrust

Employee


Consider the principle that your key enabler is the people

management capability of your middle managers and front line

team leaders


“Just because you are a great accountant, it does not mean you will be a great manager of

accountants...”


An unspoken reality of many new SSC team leads / managers

“My team expect me to have all the answers” “The company values expertise not people skills”

“I sometime feel incompetent and am afraid to say when I don’t know, it’s better to cover up”

Not Knowing: The Art of Turning Uncertainty into Opportunity


So what can local managers and team leaders do?


An

on

ymit

y

Irre

leva

nce

Imm

eas

ura

bili

ty

We

akn

esse

s

Tru

st

Know Me as a

person not just a worker

•People cannot be fulfilled if they are not known and do not feel a sense of belonging. All human

beings need to be understood and appreciated for their unique qualities by someone in authority


An

on

ymit

y

Irre

leva

nce

Imm

eas

ura

bili

ty

We

akn

esse

s

Tru

st

Show Me why our work matters and

who to

Everyone needs to know why their job matters, whether its in GL, collections, AP

whatever. You have to help people see the connection between what they do and the

impact on the organisation, on other people and even to the team leader.


An

on

ymit

y

Irre

leva

nce

Imm

eas

ura

bili

ty

We

akn

esse

s

Tru

st

Focus Me

on results & improving

myself

Employees need to be able to gauge their own level of

performance and how they are improving

Do you know what is expected of me at work?


An

on

ymit

y

Irre

leva

nce

Imm

eas

ura

bili

ty

We

akn

esse

s

Tru

st

Use Me for my

strengths each day

Help me find out what I am good at and what gives me energy and drive and give me the chance to do that, if

not all day, then once a day.


An

on

ymit

y

Irre

leva

nce

Imm

eas

ura

bili

ty

We

akn

esse

s

Tru

st

Surround Me with

people with same values

Are my colleagues committed to “quality” – and do we know what quality and work

values mean to us?


What can you do? Know

Me as a person not just a

worker

Show Me why our work

matters and who to

Focus Me


myself

Use Me for my

strengths each day

Surround Me with people with same

values

•Emotional intelligence and 6 leadership styles (or equivalent) training and coaching •Team Leader Action learning

1


•Emotional intelligence and 6 leadership styles training and coaching •Action learning

Leadership & Engagement

Interpersonal Connection

Self-Management

Self-Awareness

1


•Emotional intelligence and 6 leadership styles training and coaching •Action learning

1

Agnes Molnar, DE Collections Team Leader


What can you do Know


worker


matters and who to

Focus Me


myself

Use Me for my

strengths each day


values


•Re-think how effective your performance management, 1:1 processes & workforce planning methodology is

1

2


KPIs definition across all roles

• Every individual should have delivery based and shared team measures made clear to them

Weekly 1:1 Check-In &

Team Huddle

• Loved

• Hated

• Need and Help

• Performance

• Strengths

• Priorities

Quarterly Formal 1:1

with TL

• KPI and objectives

• One to one feedback

• Worked well/ not well

• Ideas

• Development plan

Quarterly Evaluation by

TL

• Performance evaluation

• Promotion readiness

• Leaver Risk

• Motivation

Team Engagement

Survey

• Communication

• Values

• Team Leader evaluation

Annual review

• Generated from quarterly reviews

• Behaviours

• Pay finalisation

•Integrated performance management, workforce planning methodology 2




worker


matters and who to

Focus Me


myself

Use Me for my

strengths each day


values

Business Model You



1

3

2


Business model you

3


COMPANY (Country)

SSC (or O2C)

FUNCTION (e.g. AP)

INDIVIDUAL CANVAS

Business model you

3




worker


matters and who to

Focus Me


myself

Use Me for my

strengths each day


values

Business Model You


Strengths profiling


Leader defined vision and “Quality” definition published Continuous Improvement methodology

Career Pathways / ACCA / CIMA

1

3

2

4


Strengths profile

Stand Out weekly 1:1 check-in tool for Teams 4


Know Me as a person not just a worker

Show Me why our work matters and who to

Focus Me on results & improving myself

Use Me

for my strengths each day

Surround Me with people with same values

the 5 signs of a miserable ssc job

Leadership & Management