British Council - Shared Services Centre

In 2010 British Council implemented a business transformation program to increase the efficiency and quality of business services it provides in support of its global operations. As a result, a Shared Services Centre was created for backend support in Noida, India. The subsidiary thus created initially provided IT and F&A services and further added a domestic contact centre and on-screen marking services. The aim was to evolve SSC to become a recognised, strategic partner with countries/regions and operating departments by consolidating dispersed support service centres globally into one single Shared Services Centre with specialist teams in HQ and regions to focus on strategy, governance, external and internal reporting, business analysis among other things. Over the last 13 years of its existence, the service deliveries from SSC to its customers have stabilised and the centre has enhanced the scope of service delivery. Beyond providing stabilised services, the capabilities have been developed in the centre to support large projects and programmes being run by British Council offices worldwide. SSC has matured its service delivery and is successfully managing on-going services.