With compliance issues set to increase in complexity in the year ahead, Peter Carroll and Dominic Walters consider the value of shared services centres.
The growth in the number of shared service centres (SSCs) has been an impressive element of Ireland’s foreign direct investment (FDI) performance over the last decade. While many predicted collateral damage to Ireland’s financial services industry in the early days of the banking crisis, with hindsight it now seems clear that any fall-off in confidence was largely a matter of domestic concern as opposed to how external investors viewed Ireland. The shared services sector has gone from strength to strength over the last eight years, and is a textbook example of how a country’s ambition to move up the FDI value chain can pay off. The sector now employs more than 35,000 people, the vast majority of whom work in professional roles servicing global brands.
IDA Ireland has suggested that the sector has further to go in terms of reaching its potential. A steady stream of jobs announcements would seem to confirm this, whether linked to the further expansion of companies already here or the arrival of new business. Meanwhile, a recent IDA Ireland survey found that Ireland punches above its weight globally in terms of the presence of high-end SSCs with 25 per cent of Ireland-based SSCs deemed to be at the highest end of operations compared to an international average of just eight per cent. The value of shared services also ‘hit home’ in Ireland in a meaningful way as Ireland sought to reduce its public services bill, with shared services delivery forming a key element of Government-driven reforms.
Challenges
The shared services model emerged from a recognition by multinational entities that the ‘traditional’ finance function model – where all compliance, transaction processing, and financial reporting activities were managed in-country and jurisdiction-by-jurisdiction – was inefficient and no longer suitable for 21st century business. By bringing these processes together in a centralised hub and eliminating duplication, the route to greater efficiencies and cost savings is relatively obvious. For US corporations looking to Europe and beyond, the appeal of SSCs as a means of addressing the daunting transnational accounting challenges of Europe, India, Middle East and Africa (EIMEA) is also clear. Centralising the domestic finance functions of multiple markets into a single, streamlined operation in Ireland, for example, has huge appeal to corporations that need to move adroitly to capitalise on the opportunities in diverse but lucrative markets.
Finance functions are rarely noted for the ease with which they streamline, however, and the traditional approach – for all the cost and cumbersomeness of managing teams in individual countries – had at least one compelling argument in its favour: the sense that local risk and compliance issues could be managed comprehensively and competently thanks to the team’s immersion in the local reporting environment. While IT has facilitated the move of transaction and financial reporting to centralised back offices, there are many local compliance issues that can prove difficult – if not impossible – to capture within this model.
In the midst of corporate challenges and responsibilities, compliance can be perceived as a box-ticking exercise centred on relatively minor, local issues and far removed from strategic board-level considerations. If compliance issues are not addressed and resolved, however, they can present significant operational risks and limit transformational gains.
BDO uses the phrase ‘the sore toe that causes the giant to stumble’ to characterise such issues, and client CFOs of global organisations continually identify a persistent range of concerns that could precipitate such a stumble. Compliance challenges were identified in four key areas: poor process performance; problems with operational scale; people issues; and market challenges.
Process performance: taking a closer look at the issue of poor process performance, the study identified challenges in terms of a lack of service level agreements (SLAs); fragmented responsibility (i.e. separate reporting lines for tax, finance and legal); and infrequent compliance processes leading to a patchwork of providers and little coordination.
Operational scale: problems identified with operational scale included the huge variety of local regulation; language issues; low transaction volumes, which render the use of a large outsourcer or SSC uneconomic; and the possibility that standardisation through Enterprise Resource Planning (ERP) systems may not be feasible.
People issues: the people issues identified included limited local career progression opportunities for staff; lack of holiday or sickness cover; problems safeguarding local knowledge when key employees leave or retire; and staff retention.
Market challenges: finally, market challenges included finding suitable single service providers for payroll, for example; delivering a rapid response from the finance function on contract wins in new countries; and achieving continuity and coordination with existing structures and systems to help maintain overall corporate performance.
Context
Centralising finance functions is now seen as best practice among global organisations. This intensifies the pressure on finance teams to support other business functions by providing a ready stream of useful data on critical business performance issues.
CFOs in turn find themselves with somewhat competing obligations. On one hand, they must make high-level financial analytics available to those who need them and on the other, ensure an ever-increasing range of reporting issues are duly managed across multiple and expanding markets. These challenges are equally pressing for newer, rapidly growing businesses as they are for established organisations that are sustaining market share.
The CFO’s strategic response is likely to come under scrutiny as other members of the management team expect assurance and, indeed, verification of trouble-free finance functions. In addition, Sarbanes Oxley has created a benchmark for managing financial, regulatory and business support functions, thereby creating an ongoing need for well-documented and controlled processes. In that context, it is clear why compliance is not just about corporate cost-effectiveness and process efficiency. It is also about avoiding disruptive events or even reputational damage, and managing the knock-on consequences of such events for the entity’s corporate image and that of the finance team’s external and internal business partners.
With the advantage of the traditional model noted, it could not be recommended that best practice would be to ‘turn back the clock’ and embrace an inefficient and outdated approach. Globalisation is here to stay and IT has permanently changed how we do business – a view bolstered by the premise that ‘lean business is good business’. Whatever the challenges of managing complinace, the solution must involve a continuous path to efficiency and effectiveness by the finance function.
Base Erosion and Profit Shifting
With 2016 set to be the year in which implementation of the OECD’s Base Erosion and Profit Shifting (BEPS) Action Plan gains momentum, a range of tax issues will bring a new urgency to this agenda.
By the end of 2015, the OECD and G20 countries will have completed an action plan, which sets out an implementation package for country-by-country reporting in 2016 in addition to a government-to-government information exchange mechanism in 2017. Seen as the clearest commitment yet by the international community to address base erosion and profit shifting, the action plan means we are likely to see a comprehensive framework of tax compliance coordinated on a level not seen before. Individual countries will be able to challenge corporates and enjoy unprecedented political backing as they do so.
International tax advisors have already identified a clear behavioural shift by tax authorities in many areas, and BEPS will present a new challenge that can only reaffirm the need for local compliance to be foregrounded within the strategic framework of CFOs and their teams.
Options
As responses are planned, they will – in many cases – attempt to build on the strategies that companies already employ, evolving and developing their strengths and, hopefully, minimising their weaknesses. With this in mind, it is worth assessing the four possible approaches to compliance.
In-house and in-country: this is the traditional model, noted earlier, in which finance functions are kept side-by-side with business activity. Each country is responsible for its own compliance, with no visibility at the centre of the organisation. This approach is increasingly unpopular due to cost, lack of centralised oversight and weaknesses in terms of adding value.
Country cluster: this approach can suit organisations with a large business footprint in different but ‘associated’ countries. In this model, local knowledge is provided under the control of the local entity. However, it usually requires a strong business reason to justify the combining of countries – for example, language, geography or common key customers. On the down-side, it is perceived by finance professionals as having limited career progression opportunities and so, gives rise to high staff turnover.
Centralised outsourcing, central delivery: this involves bringing expertise into one hub or automating local processes to run from a processing centre. It can be seen as the ‘classic’ SSC model, and is cost-effective for larger countries where economies of scale apply. However, the volumes associated with smaller countries produce challenges in creating roles to support processes. Consideration must be given to the hub location to ensure it has the ability to attract and retain talent from diverse regions. In addition, people management and knowledge retention require ongoing attention. The issue of local knowledge creates a perennial challenge for this model, particularly when it comes to interpreting legislation and dealing with its interpretation by local authorities. The location of the compliance team outside the jurisdiction can also make authority audits highly disruptive.
Centralised outsourcing and local delivery: this is an ‘alternative’ SSC model that employs local experts under service level agreements (SLAs). Local knowledge is therefore constantly available while global visibility on local compliance is also available as necessary. This approach works efficiently provided the service provider has depth of coverage in each geographical location; the finance team sources a central coordination resource; and there is a clear escalation protocol to deal with issues in the reporting process.
Conclusion
Constant vigilance is required if CFOs and their finance teams are to protect their business from the risk of non-compliance. Technological advances, as exemplified by the development of SSCs, have helped solved some of the key challenges but as in any business activity, people and their expertise remain an integral part of the solution.
Clear responsibilities and strong relationships between an organisation’s internal teams – critically those in finance, tax and legal – are the first step. Given the increasing range and depth of knowledge required to successfully address compliance, however, further relationships with trusted external service providers are also likely to be required if risk is to be successfully mitigated.
The rapid evolution of the BEPS Action Plan will bring these issues into sharp focus in the year ahead, particularly in the area of tax compliance. CFOs will be expected to bring an understanding of these challenges to the boardroom and ensure the importance of compliance is understood and reflected in actions throughout the organisation.
A strategic and effective response is likely to encompass the following key principles:
Clear division of responsibility between in-house finance, tax and legal functions;
Clear SLAs between finance, tax and legal functions where possible;
Engagement with internal and external service providers to review and examine existing processes and facilitate process enhancement where possible;
The appointment of internal champions to drive change;
Assessment of the ability of web-based tools to track compliance and effectiveness;
A high-level review of SLAs with outsourcing partners and external service providers to establish if they are fit for current and future purpose;
Encouragement of service enhancement initiatives to reduce compliance risk; and
Adoption of a common framework for providers, ensuring the selection of service providers with the international reach and scope that matches that of the business.
Shared services are here to stay and have a huge amount to offer global organisations as they plan their growth in EIMEA in the years ahead. The best service offerings, however, will be those that anticipate the challenges and issues facing the business and evolve accordingly. Open, honest and informed conversations with all stakeholders will therefore be critical to success.
Peter Carroll is Partner of Business Outsourcing & Support Services at BDO Ireland.
Dominic Walters is a Director within the Global Outsourcing team at BDO UK.