Do you think GBS leaders should act like entrepreneurs and take their services externally? How do you measure the success of GBS?
In today’s podcast episode, we are joined by Jodi Dudley, Head of GBS at MassMutual (previously at Ford), as she shares her insights on transforming Global Business Services (GBS) and thriving in today's dynamic GBS landscape.
She also shares her thoughts on game-changing strategies such as hybrid operating models, skipping SLAs, and leapfrogging maturity curves that can revolutionize one’s organization for long-term success.
💡 Get Jodi’s Perspective on:
Focusing on internal transformation first [01:34]
The future of GBS: thinking beyond maturity models [02:19]
Skipping SLAs and going right to business outcomes [03:35]
Attracting and retaining top talent by making your centers destinations [05:54]
The BPO industry's future hinges on digital capability [08:39]
Advice to a GBS leader listening to this podcast [12:17]
GBS: logic versus emotion [13:49]
✒ Quotes
"I skip over the SLAs. Go right to outcomes. Maturity models are not linear; you can always leapfrog that and go immediately to four."
"I think GBS leaders do themselves a disservice by saying it has to look like this. I think it can look like a lot of different things."
🎙 Episode resources
💌 If you enjoyed this episode, then please either:
Check out The GBS Masterminds Podcast
Subscribe, rate, & review on Apple Podcasts
Follow on Spotify
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