#mysharedservicesStory - Janet Chapman; Canal & River Trust

Another #mysharedservicesStory this week! This time we spoke to one our of Credit Management Network Chairs, Janet Chapman. Here is what Janet has to say about her experiences

My name is Janet Chapman. I am one of the Credit Management Network Chairs. I started my Shared Services journey back in 2003 when I joined British Waterways, now Canal & River Trust, to create our new Shared Service Centre in Leeds.

Initially we set up the Credit Control and AR processes and then we began migrating the 10 regions into our newly created centre. I've found the work exciting and rewarding from the very beginning. Being customer focused it's a natural fit for me as I enjoy engaging with our key stakeholders around the business. I am very results driven so fit well within this environment of continuous improvement and innovation. I'm a social person and naturally enjoy the people aspects of Shared Services, interacting both within our teams, our partners and our customers.

During the 15 year journey we have achieved many key milestones and overcome many challenges at the Trust, I have a timeline that documents them all but if I had to pick out a few of my personal favourites I would have to say:

  • In March 2018 we achieved our 10th consecutive year of reducing aged debt
  • In March 2017 we were shortlisted at the CICM Credit Awards and made it to the final 6 for Commercial Collections Team of the Year; I also made the final 7 for Credit Professional of the Year - both of these entries included glowing recommendations and comments from our Directors and Chief Exec which was very humbling and rewarding
  • Continuous improvement is very important within any SSC - we became accredited to British Standard ISO 9001:2005 in 2015 and are proud to say that the services we provide meet this stringent standard
  • Implementing modules of SAP: Collections Management; Dispute Management & Payment Plans to ensure our team has great tools at their disposal to enable them to perform at the optimum level
  • Team engagement - it's vital that you work together to create the right environment and our teams consistently score highly in our annual surveys

We were one of the founder members of the SSF UK and I'm very proud to say that. We've been involved on the journey from the start and I've seen the Forums grow over the years. For me as a member attending quarterly meetings I would look forward to:

  •  Learning about key legislative topics for my area
  •  Get real support from others in the group who had experienced similar challenges
  • Go inside member organisation to see first-hand how implementation of processes or products had benefited them
  • Share knowledge and genuinely help each other

Since becoming the chair of the credit management forum in 2015 I've enjoyed playing a key role in communicating with our members to understand their key challenges and to listen to their needs. The forum is here for our members and we have such a great opportunity to collaborate and grow our networks so that we are able to continue to add real value for our members.

It really is in our hands to share knowledge and work together to make all of our Shared Service Teams the very best that they can be and to deliver those vital results for our businesses so come along and get involved in your network!


Thank you Janet for sharing your story!

If you would like to share your story, please contact jessica.behenna@sharedservicesforumuk.com

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