The Certificate in global business services is a blended program consisting of five online modules and three days of workshops which cover the fundamental skills needed to work successfully in a GBS organisation.

This course is beneficial to individuals who may be considering entering the GBS industry as well as professionals already in the GBS industry.

The online course will take approximately 30 hours to complete and must be completed within a six month period - the online assessment can be taken as many times as necessary within this duration.

Key learning outcomes and skills

  • understand the historical context of GBS
  • understand process design measurement and control
  • gain knowledge of performance fundamentals and optimisation
  • understand finance and accounting processes for GBS.

Course outline

Module A (introduction to global business services)

  • the history of shared services, outsourcing and GBS industry
  • why businesses use global business services
  • typical organizational models
  • the process typically found in global business services and key decision factors
  • the key skills and success factors in a GBS organization.

Module B (process design, measurement and control)

  • understanding the process value chain
  • process mapping, SOPs and knowledge transfer
  • governance and process controls
  • process measurement: KPIs and benchmarking
  • current industry trends
  • relationship management: understanding the customer, cultural awareness, communication and behavior
  • the role of technology in global business services
  • understanding compliance and regulation.

Module C (performance fundamentals)

  • relationship management: understanding the customer, cultural awareness, communication and behavior
  • the role of technology in global business services
  • understanding compliance and regulation.

Module D (performance optimisation)

  • change management, project management and process improvement
  • personal development, career planning, learning and development.

Module E (introduction to finance and accounting workstreams)

  • order to cash
  • purchase to pay
  • record to report
  • other processes (financial planning and analysis, controlling, payroll, taxation, treasury, supply chain accounting).

Who should attend 

  • professionals currently working in a GBS
  • graduates and students keen to explore opportunities in a GBS
  • individuals whose organization either promote or interact with GBSs
  • anyone new to GBS.

Speakers

Tony Ong 

Tony has over 30 years finance and operational experience and held notable positions such as regional CFO (Logica Asia) and country CFO (Hewlett-Packard Malaysia).

He has overseen the setup and running of a successful business process outsourcing company and lead/supported the operations of shared service organizations in Dell computers, Logica Asia and Hewlett Packard.

During his involvement in multiple startups such as Netcel360/Vsource, Tony learned to utilize coaching as a powerful tool in building dynamic teams.

In Dell Computers Malaysia, Tony was awarded the CEO's award for outstanding achievement for transforming their finance function.

Boonsiri Somchit

With over 30 years experience in various multinationals, Boon has been credited with setting up and expanding AMD's shared services organization in Malaysia from a cost center to a global business service center.

In 2014, Boon won the National Award for Management Accountants Malaysia (NAFMA) for outstanding contribution to business performance.

During her time in AMD, she spearheaded the asia regional leadership team coaching program.

Currently she is the advisor to the Penang Women's Development Corporation, Outsourcing Malaysia, Tunku Abdul Rahman University College and the National University of Malaysia.

Boon is also the author of the best-selling leadership book, When the Chicken Dies, Everyone Cries.