D
Dexterity | Catalyst
GLOBAL SHARED SERVICE CENTRE
L O C AT I O N S : A C O M P A R AT I V E A N A LY S I S
Global shared service centre locations – where’s best?
T
he global shared services industry remains
strong. Growing at 17%-30%, around 75,000
new shared services centres (SSCs) globally
are expected to be established by 2022. Firms investing
in SSCs achieved around 20%-30% cost reduction (a
key motivator for establishing an SSC).
As an industry with higher-than-average attrition
rates, access to a wide talent pool is critical to location
strategies for global shared services. Arguably, the SSC
sector is relatively immature in terms of employee
engagement and retention, with a demotivated
workforce often presenting critical talent challenges.
THE AMERICAS
Mexico City, Mexico, is the ideal
location for establishment of
a shared services operation in
The Americas. Its current and
potential talent resources, coupled
with low operating costs, well-
developed digital infrastructure and
strategic location, ensure it has the
capability to support the shared
services industry.
Global comparative data has shown that Asian cities,
including Beijing and Manila, have some of the highest
numbers of available professionals across the entire
SSC remit – a fact that has undoubtedly influenced
the attraction of global shared service centres to the
region. This reliance on vast numbers of available
resources is, however, likely to be revolutionised by
the continued introduction and adoption of intelligent
automation and robotic process automation in the
industry. This will not only streamline processes and
operations, but also potentially reduce the number of
resources needed to operate an SSC.
CENTRAL AND EASTERN
EUROPE
Bucharest, Romania, was
identified as the top location in
Central and Eastern Europe.
It has one of the biggest current
and potential talent resources
among the cities.
ASIA
India is the best location to support shared
service operations in Asia, with Delhi,
Chennai and Hyderabad being the top
cities. The shared services industry in the
country is fairly mature, supporting large
operations globally. Its low operation
costs and high availability of skilled talent,
especially English-speaking professionals,
place India in the global shared
services landscape.
To read the full report, visit bit.ly/ams-gssc_report
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