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Team Leader Academy for SSC

You work in one of the most dynamically developing sectors of the economy, which generates thousands of new jobs every year.
Even the difficult times of the pandemic did not stop its growth and development.
Among the existing ones, there are only new, different challenges - incl. new work models, new operating models or digital transformation. We are fully ready to help you meet them.
Specialists working in SSC teams now need leaders - effective and dynamic managers who can combine team management skills with the operational goals and needs of the business client.
The SSC Team Leader Academy program is a training cycle that is unique on the Polish market and has already been attended by several hundred SSC team leaders. We have trained both leading shared service centers and smaller organizations - centers that employ several thousand employees and centers that employ several dozen people. We know the needs and we have a perfect understanding of training needs.
The SSC Team Leader Academy program is tailored individually to the needs of your organization. It may include any combined modules from the following thematic blocks, which our trainers can be conducted in both Polish and English.

  • For whom?
  • Objectives and advantages
  • Programme
  • Contact
  • Download course programme in PDF

For whom?

Development programme dedicated to:
  • SSC/GBS/BPO team leaders and managers who have recently been promoted to a new role,
  • SSC/GBS/BPO team leaders and managers who have already gained experience in their role, but still need to structure and expand their knowledge and competences
  • specialists working in SSC teams for whom the organization has planned a development path
  • HR specialists and managers working at Shared Services Centres.

Objectives and advantages

As a Participant you will learn:
  • how to identify the factors that may hinder the realization of the goals set by an SSC team
  • how through your actions you should build engagement, impact employee performance and manage emotions
  • how to plan efficient induction of a new employee to an SSC team
  • how to prevent staff turnover in an SSC team though planning and creating attractive development paths for specialists
  • how to work out and effectively implement improvements in an SSC team using thinking tools
  • how to manage performance of services provided by your SSC team and how to build and monitor SSC customer experience
  • which available project management methodologies may support you in process streamlining and better work organization in an SSC team
  • how to set specific, measurable goals for each of the processes along with specific KPI’s for an SSC team.


BLOCK 1 - People Management
  • Change management in the structure of the SSC team
  • Communication, delegating tasks, providing feedback
  • Building employee involvement in the SSC team
  • Process and process work in the SSC team, diagnosing dysfunctions
  • Polish labor law for expats
  • Rotation and migration of SSC employees
  • Remote management of the work of the SSC team and hybrid work
  • Digital leadership in the SSC transformation process
BLOCK 2 - Operational Efficiency of the SSC Team
  • Project management and project methodologies for the leader of the SSC team
  • Mapping, measuring processes in the SSC, measuring efficiency
  • Transition of processes to SSC
  • Digital transformation in SSC
  • Models of service delivery in the SSC, management of the effectiveness of the services provided
  • Customer Experience Management at SSC
  • Agile SSC, or how to use the agile methodology in the management of a service center
  • Robotization of processes in the SSC
E-mail the Course Co-ordinator


The course co-ordinator:

Monika Kacprzykowska | tel. +48 789 407 575 |