Key takeaway
A strong operating model design should connect objective, process scope, current state, gaps, maturity, location, workforce, sourcing, governance, KPIs, and roadmap.
Foundation
- Confirm the business objective and leadership ambition.
- Define finance and procurement towers in scope.
- Baseline countries, volumes, FTE, systems, cycle times, exceptions, controls, and reporting.
- Agree the current-state pain points and maturity baseline.
Design decisions
- Define retained accountability and global process ownership.
- Select delivery model: GBS, GCC, shared services, outsourcing, BOT, or hybrid.
- Assess location fit using talent, cost, risk, language, time zone, leadership depth, and scale.
- Design sourcing route, governance forums, approval matrix, KPI library, and reporting cadence.
Implementation readiness
- Plan workforce movement, redeployment, reskilling, rebadging, hiring, and transition dependencies.
- Define KT, business readiness, service readiness, cutover, and hypercare.
- Identify S2P Human / AI / Agent use cases with control requirements.
- Create 90-day and 180-day roadmaps.