Operations Excellence to Support Growth

Background & the Client Challenge

Global Shares is an award-winning and fast-growing FinTech, providing equity-compensation management solutions to some of the best-known companies in the world.

But that growth, achieved in a relatively short time, had also created operational challenges, which were beginning to show. Global Shares was concerned that certain processes were not working as well as they needed to, which meant too many manual interventions and resulted in inefficiencies and potential loss of productivity.

The management team also understood that these are exactly the kind of issues that degrade the customer experience, damage reputations and, ultimately, undermine efficient service delivery. Something they wanted to avoid.

So, they asked the question, “How can we work better?” and brought in 3SIXTY to help find the answer and implement the solution.

What We Did

Together we agreed that 3SIXTY would initially focus on Global Shares’ payments business. “3SIXTY’s ability to add value to the process became very obvious very quickly” according to Stuart Sloan who, as Chief Process Officer, led the project for Global Shares.

“We needed someone to come in, engage effectively with the team, quickly understand the processes and, ultimately, make those processes better,” he explains.

Part of the challenge at Global Shares was that it is a surprisingly complex business and so, although the problems it faced were becoming obvious, the causes were not.

“3SIXTY brought the project-management approach we were looking for,” explains Stuart. “It was not just a question of procedural improvements but technological improvement also. 3SIXTY helped us identify where we were seeing failures, understand why these failures were occurring and put appropriate remedies in place.”

For Stuart, the results of the project are clear – as are the benefits of 3SIXTY’s analytical and empirical thinking. “3SIXTY’s data-driven approach helped us understand precisely where the problems were,” he explains. “They also helped redesign processes which were improvements on the way certain tasks had previously been done.”


As a result of this process improvement project, Global Shares was able to:

  • Understand precisely the cause of their challenges
  • Resolve underlying operational issues
  • Put appropriate remedies in place
  • Improve operational efficiencies in their payments business
  • Maintain excellent customer relationships

Brian O’Brien

Partner & Head Of
Growth Strategies

Get in touch to find out how 3SIXTY can help your business deliver its full growth potential.