The talent landscape in emerging nations is changing, and service delivery is transforming along with it Multinational employers are competing for more capable, more discerning talent against “native” companies that are just as attractive Global shared service centers are ready to do more than just take orders; they have perspectives worth listening to

1. Global shared service centers have a voice
Are you listening?

2. Big idea
The talent landscape in emerging nations is changing,
and service delivery is transforming along with it
‒ Multinational employers are competing for more capable,
more discerning talent against “native” companies that are
just as attractive
‒ Global shared service centers are ready to do more than
just take orders; they have perspectives worth listening to
Copyright © 2014 Deloitte Development LLC. All rights reserved.

3. What’s at stake?
Organizations that…
…embrace this change can ask more of their global service
delivery functions, extend their brands, and benefit from two-
way innovation flows
…cling to the old model may end up out of touch with their
target markets, and they may send trained employees into the
arms of competitors
Copyright © 2014 Deloitte Development LLC. All rights reserved.2

4. Transforming how business operates
• Able to tackle more innovation opportunities without
adding headcount
Copyright © 2014 Deloitte Development LLC. All rights reserved.
• Siloes fall away and mass collaboration
ensues when you stop encouraging
competition between your different
centers
• Respect flows in both directions when decisions
are given equal weight
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5. Why act now?
• Less than full participation = opportunity cost in
innovation and value-added activities that it doesn’t
have the capacity to address
• Finding the staff to run service delivery this way means
recruiting them before your competition does
Copyright © 2014 Deloitte Development LLC. All rights reserved.4

6. Lessons from leaders
What to do
 Know what matters to the people who matter
 Commit the time in-market
 Choose the right leadership
What not to do
 Don’t make the relationship one-sided
 Don’t scrimp
 Don’t make cost-effectiveness the focal point
Copyright © 2014 Deloitte Development LLC. All rights reserved.5

7. Closing thoughts
• Incorporate room for growth
• Dive in to learn the landscape
• Be mindful of Federal laws
• Demonstrate sensitivity
Copyright © 2014 Deloitte Development LLC. All rights reserved.6

8. Contact Information
Matt Szuhaj
Director
Deloitte Consulting LLP
San Francisco
+1 415 783 4268
maszuhaj@deloitte.com
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9. Copyright © 2014 Deloitte Development LLC. All rights reserved.
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