(SSC) Shared Service Centers

The shared services sector in Colombia is a growing sector that represents an important contribution to the country's economy. In 2022, represented 1.5% of Colombia's GDP, generating more than 100,000 direct jobs.

Its most relevant subsectors are:

• Finance and accounting: represents 60% of the sector's value added and includes functions such as accounting, finance, taxes, and treasury.
• Human resources: represents 20% of the sector's value added and includes functions such as recruitment, selection, training, and compensation.
• Customer service: represents 20% of the sector's value added and includes functions such as customer service, technical support, and telemarketing.

The shared services sector in Colombia faces a number of challenges, such as competition from neighboring countries, the lack of qualified talent, and the need for infrastructure investment. However, the sector also has a number of opportunities, such as the growth of the Colombian economy, the expansion of the middle class, and the development of the information and communications technology (ICT) industry.

The Colombian government is promoting the development of the shared services sector through policies and programs, such as the National Development Plan 2023-2030. The National Development Plan aims to increase the participation of the shared services sector in the GDP to 2% by 2030.

Interlaken® has a proven track record in the sector:

• From 2015 to 2018, we managed the Shared Services Center of AIG General Insurance (Currently SBS Seguros Colombia)
• From 2013 to 2023, we were members of the Board of Directors of the Colombian Association of BPO (BPrO).
• From 2017 to 2019, we were appointed Vice President Member of the SENA Sectoral Table (BPO/ KPO/ ITO).
• In 2018, the Shared Services Center of Banco de Bogotá (Nexa BPO / Grupo Aval) participated in one of our CMW Change Management Workshops, as part of the deep transformation processes they were facing.
• From 2020 to the present, we have been accompanying PGD Publicis Global Delivery LATAM in the Design and Deployment of its Power Skills Academy, with programs such as TOF® Talents of the Future, ALS® Advanced Leadership School, and EDP® Executive Development Program, in Colombia, Costa Rica, and Argentina

We invite you to take a look at our Success Stories, which will give you a broader perspective of how we can help your organization.