Project Management

Shared Services Center | SSC | BPO

Project by Trajano Leme Filho | September 2018 - June 2020

Project Management Approaches
Project performance measures
Resource management
Change management practices
Risk management practices

Functional Responsibilities
Time Management
Quality Management
Communications Management
Scope Management
Risk Management
Integration Management
Stakeholder Management
Cost Management
Resource Management

Project Characteristics
This project involved offshore/remote teams

Roles: Project Manager, Team Lead, PMO, Team Member
Team Size: 16
Budget: $1 million to $10 million
Duration: 1-2 years
Industry: Manufacturing

Project Objective
Design a new HR, Finance and Operations operating model for the South Latam countries, delivering: a) effectiveness and efficiency of back office activities increase, b) free resources to act as a true Business Partner, c) ensure agile, flexible and innovative response to new Business needs, d) become a light organization with focus on value creation, easily expandable in services provided.

The project "what" was a Shared Services Center implementation.

Project Description
Implementation of a Shared Services Center, in South Latam countries, agregating back office activities to a BPO service provider. The main levers of the project were gain Scale Efficiency thru standardization plus an optimized span control, have an innovative Demand management to promote self-service solutions, be Data-driven in order to create an enviroment that gathers information properly and support fact-based decisions and finally works with automation mindset.

Products / Technologies
Robotization; UiPath; chatbot; PowerBI; cloud solutions; Citrix; Service Now; Workflow tools

Lessons Learned
Transparent communication in the very begining of the Project is key;
Company's Culture immersion to the BPO team is an essential precondition;
Change management is crucial in the project, to overcome any resistance;
IT Infrastructure: connectivity tests, fast track to grant access, etc is a point of attention.

Project Wins


"One never needs their humor as much as when they argue with a fool."

- Chinese Proverb