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      Designing a future-ready GBS strategy starts with aligning your operating model to the evolving demands of your business. We work with COOs, CFOs, and Heads of Transformation to build GBS organisations that are digitally enabled, AI-powered, and designed to deliver measurable impact across efficiency, effectiveness, and experience.

      Our approach ensures that every aspect of your GBS model - from governance to service delivery - is built to support agility, resilience, and long-term value creation.

      Marie Chambers
      Marie Chambers

      Partner, Head of UK Global Business Services Advisory

      KPMG in the UK

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      Assessing current operations

      Before designing a modern Global Business Services model that truly delivers, we begin with a deep diagnostic of your current operations. We assess processes, service delivery structures, and the technology landscape to identify opportunities for automation, AI adoption, and the introduction of agentic corporate services.

      We look for duplication, inefficiencies, and governance gaps, benchmarking your current state against leading practice. This helps leadership teams gain visibility into operational efficiency, cost-saving opportunities, reduction of financial and operational risks, and identify the interventions that will accelerate transformation success.

      The result is a clear picture of where your organisation stands today, and a foundation for designing a tailored GBS strategy that aligns with your business objectives and delivers measurable value.

      Our GBS strategy & design solutions

      Insights from the assessment feed directly into the creation of your future-state Global Business Services model. Working closely with your leadership team, we design an operating model that integrates people, processes, and technology to deliver on your business priorities.

      This includes defining the service scope, standardising processes across functions, and establishing governance structures that ensure accountability and consistent service quality. Where outsourced service delivery forms part of the model, our BPO services help you evaluate outsourcing strategies, select the right delivery partners, and negotiate supplier contracts that support long-term operational efficiency.

      We can advise on when to retain functions in-house, when to move to a shared services environment, and when to leverage BPO to drive cost savings, scalability, and service quality. By embedding supplier governance and performance management frameworks into your operating model, we ensure that outsourcing decisions create measurable value across the enterprise.

      We also map functional and regional delivery footprints to maximise efficiency and resilience. From the outset, we embed technology enablement into the design - whether that's ERP integration, automation, advanced analytics, or the use of AI to streamline processes and enhance decision-making - so you have the tools to deliver value from day one.

      Aligning GBS strategy with business objectives

      A GBS model should never be an isolated operational initiative – it should be a direct enabler of your strategic goals. We work with you to map GBS objectives to business priorities such as growth, customer experience, compliance, and cost optimisation.

      Where relevant, we integrate AI and intelligent automation into the strategy so that efficiency gains are coupled with smarter decision-making, improved service quality, and scalable innovation across functions.

      We establish clear KPIs and success metrics so progress can be measured and communicated across the organisation. And because transformation rarely stops at one initiative, we design your model to support wider digital transformation programmes.

      Embedding new ways of working

      A successful transformation requires lasting behavioural change. That means introducing new roles, clarifying accountabilities, and reshaping how functions collaborate within a global operating model.

      We help organisations redefine performance management, governance, and service accountability. As AI and automation become embedded into day-to-day operations, we also support teams in adapting to new workflows and leveraging technology to improve efficiency and insight.

      Where external partners are part of the solution, our business process outsourcing advisory services ensure providers are integrated seamlessly into the new model - so that your teams can focus on value creation while suppliers deliver consistency and efficiency.

      Measuring and sustaining impact

      GBS transformation doesn’t end at go-live. To capture lasting value, organisations must measure, monitor, and refine their GBS model continuously.

      We measure success beyond cost reduction - tracking service quality, user experience, and strategic value. AI-driven analytics and automated reporting provide real-time insights into performance, helping organisations adapt quickly and focus on the areas that matter most. This ensures your GBS function continues to evolve as business priorities change.

      By linking transformation to measurable outcomes, we ensure your organisation not only achieves but sustains its ambitions for global business services.

      Our collaborative approach to GBS strategy & design

      We know that GBS strategy design is most effective when it’s collaborative. That’s why our approach includes:

      • Executive workshops

        To align on priorities and define success

      • Rapid assessment tools

        To generate actionable insights quickly

      • Customised roadmaps

        That detail the design, technology integration, and governance structures

      • Change enablement support

        To prepare your people and processes for transition

      Frequently asked questions about GBS strategy & design

      • How long does it take to design a GBS operating model?

        The timeline depends on the scope and complexity of your organisation. A strategy design project can take anywhere from a few weeks for a single function to several months for a multi-functional, global model. We use a structured approach to ensure quality outcomes without unnecessary delays.

      • Can KPMG design a GBS model for a single function, or does it need to be multi-functional?

        We can design GBS models for both scenarios. Some clients start with a single function, such as Finance or HR, and expand over time. Others opt for a multi-functional model from the outset to maximise efficiency gains.

      • How does KPMG ensure the GBS strategy aligns with our business goals?

        We begin with a thorough assessment of your current operations and strategic objectives. Every element of the GBS design – people, processes, and technology – is mapped directly to your business priorities, ensuring the model supports measurable outcomes such as cost savings, service quality, and agility.

      • What are the most common challenges when transitioning to a GBS model?

        The most common challenges include resistance to change, lack of process standardisation, and misalignment between technology capabilities and business needs. Our structured change enablement approach and governance design help address these challenges from the outset.

      Get in touch

      Read enough? Get in touch with our team and find out why organisations across the UK trust us to make the difference.

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