Shared Service Center (SSC) Course

Shared Service Center (SSC) Course

March 23, 24, 25 and 26, 2026 (2 PM to 6 PM)

Challenges and Benefits of Implementing a Shared Service Center (SSC)

Online – Live Streaming – Using the ZOOM Web Conferencing App

Shared Service Centers (SSCs) have established themselves as a proven solution for increasing operational efficiency while reducing costs. The idea is to identify activities that are repeated in various parts of the organization (generally in a non-uniform or non-standardized way) and bring them together in a single location (the "center") where they will use more sophisticated or effective processes and technologies, and achieve economies of scale.

Typically, the Service Center will bring together the business support activities (the back office), the administrative functions that have spread throughout the company as the business has expanded in volume or geographic coverage.

The larger and more diversified an organization, the greater the potential for centralization and transformation of processes, but this is not a solution exclusive to large companies: with the advancement of connectivity technologies and the growth of outsourcing services in all areas, it is possible to think of creative solutions where different companies associate themselves, transferring people and resources to create a common service center that represents a "lower cost" for each of the participants.

In practice, Shared Service Centers are part of a larger transformation of the Value Chains of various industries, where there is a redistribution of business processes among its participants, in pursuit of greater productivity and competitiveness to face the dynamic and innovative globalized market.

The management model that supports the Service Center concept is multidisciplinary, meaning that its managers and operators need to be trained in disciplines involving process management, information technology management and use, costing and economics, performance-based management (considering indicators and people management), and customer relationship management.

All these disciplines are greatly impacted by and influence the corporate culture in which they are embedded. When correctly applied in a continuous improvement process for products and services, this process transcends the physical boundaries of the Shared Services Center (SSC) and propels businesses towards new levels of development.

Objectives of the CSC course

Our goal is to encourage participants to reflect on what is transforming the management and operation of a Shared Services Center into a strategic function.

The course was developed to balance modern concepts, models, and tools for the strategic management of a Shared Services Center, such as:

• Core management skills as a competitive differentiator for a company's operations;
• To become familiar with the various systems and practices available to help leaders transform their activities, products, and services offered to the corporation;
• To encourage professionals to align their activities with the strategic actions of organizations, in the face of current operational management challenges;
• To provide participants with the tools to develop relationship, leadership, and communication skills, generating sustainable value for employees, clients, influencers, and society.

The program creates opportunities for personal growth through experiences of values, attitudes, and leadership skills in people and organizations, as well as within the Shared Services Center itself, through reflection on its current service levels.

Target Audience

This course is designed for professionals from all fields who are leaders and seek to deepen or acquire new skills and abilities to perform their activities supported by modern people management tools, seeking innovations that bring value to the business.

Syllabus for Shared Services Center (SSC)

The CSC and the current environment

How Shared Services Enable Organizations to Achieve Their Strategic Objectives

CSC – What is it and why do it?

• Definition of Shared Services
• Drivers for Change

The 4 fundamental elements of the CSC

• Elements of the service center
• The customer and the service center
• Organizational Model
• • Comparison of Organizational Models
• • Defining the pros and cons of different governance models
• • CSC and the Corporation
• • What does a CSC Governance model look like?
• • Roadmap for the Operational Model Development
• • Operational Model of a Shared Service Center – 3 levels of maturity
• • Internal Organization
• Service Model
• • Service architecture
• Operating Model
• • Process modeling
  • Process management
  • Process Management Models
  • User Support Process
  • Operational Model
• Technological Model
• • The current IT environment of corporations
• • Types of Systemic Technology

Designing a Shared Services Center

• Planning and Vision
• Starting the creation of a CSC
• The Business Case – Technical and Economic Feasibility Study
• • Objectives of a Business Case
• • Business case – Products

Methodological Approach for CSC

• Location and Design of the Environment
• • Location – Points of Analysis
• • Facilities
• Processes and Controls
• • Processes: Standardization, Flexibility, and Control
  • • Process redesign
  • • Analysis of gaps and adherence to processes
• Implementation Strategy (by Process, Big Bang, Pilot)
• Customer Relationship Management
• • Customer Relationship Management
  • Performance Level Agreement (SLA and SLO)
  • How to develop the metrics to compose the SLA
  • The Service Catalog
  • Performance Management
• Change Management
• • Change Management: The Challenge of Change
• • Why Lead Change?
• • The Process of Change in Human Beings: The Survival Instinct
• • Leadership Alignment / Identifying Influencers and Preparing for Change Readiness
• • 8 Steps to Change
• • Business Communication
• Training
• • Why train?
• • Training Strategy – Training List

Project Organization – Roles and Responsibilities

Final Considerations

• The Evolution of Shared Services Centers
• CSC – Vision for the Future

Workload: 16 hours

Instructor

Carlos Magalhães

• Specialist in Shared Service Centers (SSC);
• Relationship with more than 186 Service Centers in Brazil and Latin America;
• MBA in General Administration and Strategy from FGV GVpec;
• Specialization in Network Management and Telecommunications Services – Telecommunications Research;
• Postgraduate degree in Administration from the Vanzolini Foundation – USP;
• Bachelor's degree in Mechanical Technology from the Faculty of Technology of São Paulo – FATEC – UNESP.
• Key Clients / Projects: Involvement in over 90 corporate projects at leading companies in their respective sectors, incorporating and contributing experience in management and results.
• Some of our featured clients include: Albrás; Villares Metals; CSN; InPev; Clariant; Randon; Bosch; Silvio Santos Group; Votorantim Group; Imagem Group; Marquise Group; Edson Queiroz Group; Boehringer Ingelheim do Brasil; Marítima Seguros S/A; Porto Seguro; UNIMED Ribeirão; Medial Saúde; Itaú Bank; ABN-Real Bank; Veolia Group; São Camilo Hospital; Albert Einstein Israelite Hospital; Santa Casa de Porto Alegre; Syrian-Lebanese Hospital; VARIG and FRB-Par; CCR – Companhia de Concessões Rodoviárias; Camargo Correia; Andrade Gutierrez; Telemar; Embratel; GVT; São Camilo University Center; University of São Paulo; Methodist University; Marist Institute of Education.

Important Information

Dates: March 23, 24, 25 and 26, 2026

Hours: 2 PM to 6 PM

Investment: R$ 2,450. Special offer for registrations paid until March 9, 2026: R$ 2,250. This price includes the course, materials, and electronic certificate.

Format: Online Transmission – The course will be broadcast live and students can watch it on a computer with internet access. Students will be able to interact with the instructor, making comments and asking questions during the course.

Finished the training and still have some questions?After completing the training, students will have 30 days to resolve their questions with the instructor via email.

This training can also be conducted in-company, either in person or online.

For more information about the Shared Services Center (SSC) course, contact us by phone at (11) 3230-2714 or access the link: https://bit.ly/BCN_CSC_P