Organization & Governance

What are the reason for the adoption of the GSSC in your organisation? Who is responsible for your GSSC? What services do you GSSC offer to your organization What was your approach to the implementation of the shared service in your branches? What are the significant changes observe in your functional units after the adoption of GSSC? Are there significant change in the number of employees working in the branches since the adoption of GSSC compare to when the operations were independent? Are there any payments made for services offered by the GSSC to the branches? How is this payment determined? Does your organization make use of Performance measures? Is the balanced scorecard employed in your organization? How does reward and compensation influence staffs in your branch?
How is shared services organized and managed across all the branches? How do you managed and organized shared services within your branch?

what are the means to drive efficient service delivery between the GSSC and the business units in your organisation? How does SLAs govern the relationship between the SSC and the other business units? How often do you monitor the effectiveness of the GSSCs? What are the influence of global process efficiencies and standardization across the GSSCs?

SCOPE To what extent has the GSSC expanded outside of traditional back office functions? How is your shared service connected to other sectors within the UBA group? What extent is your shared service compared to other banks in the industry? What is the role of CBN in the GSSC adoption? what are the products being consider to be added to the shared service around managing data and driving internal business regardless of functions?

Operations What are the impact the GSSC in the high quality service delivery of in the local branches? What influence does the GSSC have in your operational cost? Is there an opportunity for the GSSCs to move from an execution to a management-based role in internal controls to broaden the organization? What is the possibility of building enabling technologies to improve the customer experience? How do you measure the success of your GSSC? What do you need to continue on the basics such as timeliness of response and cost

containment? what are the challenges associated with attracting and retaining talent within the GSSC?

Journey and Value On the overall, how fast is UBA achieving the benefits of Shared serviced regardless of the order of implementation across functions and branches? Where is the GSSC predominant within the organisation? What do you reguire to realize and maintain organisation's intended benefits? Even though shared service is a mature concept, what will be the next generation focus and vision in making your GSSC better?

Location As a African largest bank in terms of branch network where is your GSSC head office located? What was your location selection process compare to the earlier adopters of the concept in the industry? how does labor factors drive your location selection for SSCs? How does cost contributed to the location selection?