How to Reintegrate Furloughed Employees

From Leading Shared Services to Supporting SEND Families – Meet Samantha Ryan

When it comes to shared service management, Samantha knows her stuff.With a career built on navigating fast-paced change, leading high-performing teams, and staying two steps ahead of the next big thing in business ops, she’s seen (and solved) it all. But Sam’s talents don’t stop at spreadsheets and strategy—she’s also the author of SEND Help!, a heartfelt and practical guide for parents navigating the world of Special Educational Needs.In this Q&A, Liam O'Flaherty sat down with Samantha to chat about the reality of leadership in shared services—what it takes to thrive, what’s changing fast (spoiler alert: AI is knocking at the door), and why staying human in the digital age might just be the most powerful skill of all.Whether you're eyeing your first step into a shared services role or already deep in the trenches, Samantha’s insights are refreshingly honest, full of warmth, and packed with practical takeaways. Let's dive in.What do you think future leaders should prioritise or focus on most in order to successfully make themselves appointable as a shared service manager?I think it’s less about ticking off qualifications and more about showing you can actually lead people through mess and change. You need to be someone who stays calm under pressure, communicates clearly, and isn’t afraid to get stuck in. If you’re the kind of person who sees a knot and wants to untangle it, you’re probably halfway there already. When leading a shared services team, you need to have one eye on how your operation is running right now and the other eye on what’s coming down the pipeline - the next new technology or shared services operating strategy. Curiosity is key to ensuring you always stay abreast of emerging technology and ways of working.What are both the best and the most challenging aspects of being a shared service manager of a fast paced business?The best bit is the variety - you’re never bored. You get to fix things, improve how stuff works, and genuinely help people. I have always found great joy in my work and being of service to others, whether that’s leading a shared service team, a purchase to pay department or as a global process owner. The hardest part? There’s always something going on. Priorities change quickly, and you have to juggle a lot without dropping the ball. It can be exhausting some days, but also really rewarding when you get it rightWhat are your opinions about the relationship between a shared service manager and the CFO and CEO? What is critically important in building a successful partnership and providing the right support to the CEO/CFO?Trust is everything. They need to know you’ve got the detail covered, that you’ll flag issues early, and that you’re not sugar-coating anything. It’s also about understanding what keeps them up at night and making sure the shared service function isn’t adding to that. You’ve got to be steady, honest, and clear with no fluff.What new key skills or attributes do you think the next generation of shared service managers are going to need to develop?Flexibility and digital confidence. Things move quickly now, and you’ve got to be open to learning new systems, new ways of working, and even letting go of old ways that aren’t cutting it anymore. People skills still matter too, probably more than ever. This current generation expect a work/life balance and flexibility – neither of which are bad things. So, ensuring you understand the needs of your team and the culture of your workforce is essential.Are new technologies like Artificial Intelligence having much of an impact on your role as shared service manager yet? What impact do you think they will have over the next few years?Absolutely, AI has arrived. The key is to understand it, leverage it and not be afraid. AI can be really useful to shared service teams. Some of the repetitive stuff is getting automated, which is a win if it means teams can focus on the work that really needs a human brain. Over time, I think we’ll lean on AI more and more. It’ll still need people who understand the bigger picture and can spot when something doesn’t feel right. Shared Service leaders need to embrace AI and make it work effectively for their business.Is it possible to maintain a reasonable work life balance at shared service manager Level or do you have to accept that there will be personal sacrifices in order to progress to that level?Honestly? There are busy seasons and tough patches where balance goes out the window. But I do think it’s possible overall, you just have to be clear with yourself (and others) about what’s non-negotiable. I’ve learned not to feel guilty about switching off, because you can’t pour from an empty cup.Away from core knowledge, what personality traits have been critical to your success as a shared service manager? Are these natural or have you worked on developing them?Patience, humour, and the ability to stay calm when things get chaotic. Some of that’s just who I am, but I’ve definitely had to work on things like not taking things personally and learning to pick my battles. It’s a people-heavy role, so you need thick skin, but also empathy. What is the one single best piece of advice you were given early in your career that still holds true today?“Don’t wait to feel ready - just start” and “dress for the job you want, not the job you’ve got” (I actually think I first heard that on a Jennifer Aniston movie years ago!). I’ve learned that you grow into roles, not the other way round. Don’t wait to be asked to step forward in your role. Go that extra mile. Say yes, even if your voice trembles as you say it. Most people are winging it to some degree anyway. In ConclusionSamanthas’s approach to leadership is the kind we all wish we worked with—real, grounded, and refreshingly human. From embracing AI to keeping empathy at the centre of decision-making, she reminds us that successful leadership isn’t about having all the answers—it’s about staying curious, stepping up, and staying calm when things get chaotic.Whether you're at the start of your shared services journey or eyeing your next big promotion, there’s something in Samantha’s story for everyone. And if you’re juggling a demanding role with life outside of work (who isn’t?), her reflections on balance, boundaries and being brave even when you’re not 100% ready hit just the right note.If you want to explore more of Samantha’s world beyond shared services, check out her brilliant book SEND Help!—a thoughtful, empowering guide for parents supporting children with Special Educational Needs. Because just like in business, when we work together, support each other, and lead with heart, amazing things happen.Looking for your next career move in finance or accountancy? At Sharp Consultancy, our expertise lies in matching your potential with the perfect temporary, interim, or permanent position. With a well-established presence in Leeds and Sheffield, our seasoned team of consultants extends their services across Yorkshire and beyond. Don't wait for opportunity to knock, reach out to us TODAYand let's chart your career path together.

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Furlough. Just over 12 months ago it was a term that very few people would have been aware of but for the past year it is has been a lifeline for businesses – and employees – as organisations navigate the impact of COVID-19.

People will have been placed under very different circumstances over the past year; there will be those who have been furloughed for the duration, some who may have working on a flexible-furlough basis and others who have remained in full employment for the duration.

As many businesses now look to how they transition from this temporary measure to a post-furlough operation, we take you through some of the key considerations when looking to reintegrate employees back into the workplace.

Start the communication around returning to work early to give your team time to prepare and make any necessary arrangements for childcare etc. Make the conversation a two-way process and invite employees to share any concerns they have about returning and what additional support may be required.
Look at what processes you have in place to manage other long-term absences such as parental level or sickness. Consider offering employees a phased return as they adjust to coming back to work – some may have been furloughed for over a year and will need to time to get back up to speed.
Consider how different employees will be feeling. It is likely that you will have a mix of furloughed, flexibly-furloughed and non-furloughed employees, all of whom will have very different experiences and feelings about the past 12 months. Furloughed employees may feel isolated, frustrated to have not been a work and even guilty that colleagues have had to essentially cover for them. Those that have been at work could be resentful that they have had to deal with increased workloads in extremely anxious circumstances. Look at ways you can help everyone understand what the other has been through to ease any potential tensions.
Working remotely, meetings via Zoom and accessing work-based systems in a different way will be second nature to many by now, but for those who are returning to work for the first time, it will be to a very different workplace than the one that they left. Take time to guide those returning through the processes and adjust to a new way of working. Try to think back to those early weeks and don’t assume they will get to grips with everything right way.
It can be easy to lose touch with people - especially if you are not yet returning to the office or workplace – so schedule regular catch-up meetings to check in with returning members of the team and quickly address any concerns or problems.
Define clear goals and expectations for returning employees and identify any skills gaps which need to be addressed. Understand what aspects of their role they may not be able to undertake straightaway and allow a reasonable time for them to adjust and get back up to speed. Consider what training will be needed as either a refresher or in relation to newly implemented systems that have been put in place during their time out of the workplace.
Take some time to run through any key business updates; have people left the business, who is responsible for which areas of the business, have any key clients key or come on board?
If an employee’s return to work coincides with a return to the workplace, are there any adjustments needed around start and finish times, are they reliant upon public transport, what additional safety measures will need to be put in place?
It is possible that there may have been some staffing changes over the past 12 months – how have the team dynamics potentially changed? Has there been any shift in responsibilities and reporting lines, is work being handled by a different person or team now, how will introductions to new team members be handled?
Consider how future lockdowns will be handled and clearly communicate what steps have been put in place to handle staff – or members of their families - needing to isolate.

Sharp Consultancy specialises in the recruitment of temporary, interim and permanent finance and accountancy professionals. With offices in Leeds and Sheffield our highly experienced team of consultants recruit for positions throughout Yorkshire and beyond. CONTACT US today to find out more.

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