Shared Services Industry Briefing by Kari Ann Tingson
Last January 16, 2019, John Clements had the honor of welcoming Mr. Daniel Rupinta, Global SSC Head of Grace Global Operations Center Philippines, Inc., as a guest speaker for the shared services industry.
The BPO/Shared Services industry is the most dynamic sector in the Philippines now, pioneered by the likes of SPi, Adec Solutions, Andersen Consulting, etc. in the 80’s, followed by call centers. Then Indian providers came in until the emergence of the sub sectors, which are still growing rapidly today. These, in effect, boosted our economy by providing thousands of jobs nationwide. A lot of big companies are part of this dynamic industry, including Accenture, Shell, P&G, and QBE to name a few.
The BPO/Shared Services industry is continuously making its presence known by contributing significantly to the growth of other industries like the food industry, banking, real estate, hotel and transportation, and even start-up companies. It is actually expected to overtake the OFW remittances. Mr. Rupinta shared that our strongest suit may be the voice function, but we are quickly improving in the non-voice and technology-enabled solutions as well. The goal is seamless delivery and basically, to be everywhere. What is notable is how this industry expanded its reach not just in different cities of the Metro but in provinces as well.
Interestingly, places such as Davao, Sta. Rosa, Bacolod, and Iloilo were included in the list of cities that showed exceptional performance in digital services and outsourcing investments by Tholons International, a leading strategic firm for global outsourcing and investments. The BPO/Shared Services industry is being continuously fostered and endorsed by the government to attract foreign investors, not only because we have the best talents who are proficient in English and have a 96.6% literacy rate, but because we are cost competitive, have excellent infrastructure, an established track record, and a 40 million-strong workforce. Furthermore, Filipinos are customer-oriented, highly trainable, and we value commitment and loyalty.
However, just like any other industry, the BPO/Shared Service industry is also facing challenges that they are still trying to overcome, such as recruiting or up-skilling, attrition, engaging different generations in the workforce, digital transformation, and decline in investments.
Nonetheless, this industry will continue to expand and soar high with a bright future ahead. The industry is looking to have more than half a million jobs by 2022 in the countryside. This in effect will boost local economy, lessen unemployment rates, and change lives. This move will give Filipinos a chance for success, and Filipino families a chance to be together instead of exploring jobs outside their hometowns.
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About the author:
Kari Ann is a graduate of St. Paul University- Manila.
