FIVE MINUTES WITH…. RUSSELL TURNER

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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The importance of a strong organisational culture should never be underestimated; with benefits such as enhanced trust and co-operation and better decision making, having the right set of cultural values running through the organisation will be the glue that brings employees together and will ensure that they, and the business, will grow and develop over time.

As one of Yorkshire’s largest independent firms of chartered accountants, auditors and advisors with a heritage that goes back 125 years, Garbutt + Elliott’s success and continued growth is attributable to the quality of the people that make up its team of over 200 staff based in the firm’s Leeds and York offices.

Having placed several key senior appointments with Garbutt + Elliott in recent years, Executive Director Lee Sweeney caught up with Managing Partner Russell Turner to discuss how the importance of ensuring the right cultural fit for the organisation is a significant factor in the decision-making process when it comes to recruitment.

Lee Sweeney:The word ‘culture’ is something which we hear and discuss a lot, but what does it mean to you as an organisation?

Russell Turner: It’s everything to us. We’ve worked extremely hard on identifying and developing our culture and values whilst ensuring they are not just words but very much brought to life. They are integral to everything we believe in and it was important to define our values so they are real and meaningful to us - we want them to represent everything we stand for. For those reasons, our values are straightforward – treat people how you would like to be treated.

Essentially, our culture is about genuinely caring, empowering and encouraging people to be the best they can be – whether this is through our relationships with our clients, our colleagues, business development or our stakeholders. Our values enable us to build consistency and have been hugely influential in the way that we approach our recruitment strategy. It’s so important that we get the right people on board who want to grow, develop, reach their full potential and help our business to prosper.

LS: The interview is such a critical part of the process and almost entirely about weighing up if the candidate is right for you and vice versa?

RT: Absolutely, and in many ways the interview process is primarily about finding the candidate that is the right fit for our business. By the time you have shortlisted a handful of suitable applicants to interview, you’ve invariably ticked most of the boxes relating to their technical expertise and knowledge necessary for the role. Information such as what qualifications do they have, where have they gained experience, what type of clients have they worked with can all be gleaned from the CV and application process – so when you sit down in front of someone, it should be a given that they have the ability and experience to deliver the requirements of the role. What the interview gives you is the opportunity to gain an insight into the type of person they are, if we share the same values and behaviours and do they show they genuinely care?

LS:What are you essentially looking for?

RT: It’s important that not only do we identify those people that share our values, but we create an environment where decisions are made both from the top-down and bottom-up; we want our employees to be confident to express independent thoughts and feel empowered to make decisions with a freedom and flexibility in the way they approach their work. We encourage people to bring our values to life and actively participate in shaping them for the future - our values should continually evolve as our business moves forward. To do this our people must be engaged and believe they can make a difference.

LS: When it comes to recruitment, have you seen a shift in what the role requirements are for working in accountancy and finance?

RT: In a highly competitive market it is essential that our people enjoy where they work and the work they do. Our clients expect the services we offer to be of the highest quality, and rightly so – we pride ourselves on the quality of our work, from a technical perspective, but equally it’s the quality of our people, their attitude and behaviours, that really differentiates us in a crowded market. It has to be about our people; we want our clients to see that we are vibrant, energetic, forward-thinking - passionate professionals who are engaging and can clearly demonstrate that they care about what they do.

LS:You mentioned that others in the organisation need to feel empowered, why this is so important?

RT: As a business grows, it’s so important that there’s a real understanding of the values and that people champion those values, it has to be joined up. At senior level, it is essential that we bring on board key individuals who share our core values and can very quickly get a strong grasp of their role; but we also want people to bring new ideas and alternative approaches as these will enhance our values and benefit our business in the long run. As I mentioned earlier, our values are embedded in the very fabric of everything we do and we continue to work hard to strike the right balance between consistency and empowering our leadership team to implement their own style.

LS: What would you do if faced with a candidate who is a strong match for the requirements of the role but you are not certain that they would be a good fit for the organisation?

RT: There’s a certain amount of bravery involved; a lot of people talk about the importance of finding the right fit in terms of culture and values but this often takes second place if a candidate can demonstrate right technical skill set. Fundamentally, if we have a feeling, that someone doesn’t share our values, we know that they will not be right for us, and vice versa, regardless of their technical skillset.

Staying true to our values has enabled us to celebrate and focus on people’s strengths and what they enjoy doing – in reality, very few people are exceptional at everything and that’s acknowledged at Garbutt + Elliott. For example, someone that performs strongly at business development may not necessarily be the best at process and similarly someone whose strengths can be clearly seen in their understanding of process might not be suited to line management. This provides us with the opportunity to develop and recognise individuals for what they bring our business, tailor their development and progression route accordingly and ensure their contribution is recognised and they achieve their own career goals.

LS:How important is it for candidates to consider the culture of an organisation when looking for a new role?

RT: Employers must work hard to stand out from the crowd if they want to recruit the top talent, and even harder to retain their staff. And much of that comes down to how you make your employees feel every day. The salary, benefits package and career progression must be attractive and competitive, but how you treat people on a day-to-day basis, how you make them feel valued, how you make them part of the decision-making process and how you create an environment in which they feel that they can grow is just as important.

The last 18 months has shown us how working practices can be successfully adapted; the benefits of remote working have been embraced by both employers and employees. With employers being more flexible this opens up a wealth of opportunities for the top talent to seek new career opportunities much further afield, putting greater competitive pressure on employers.

LS: What would be the one piece of advice you would give to a company when they are looking at how they approach shaping and developing their organisational culture?

RT: It never stops! Developing the right culture for a business is more about how you plan the journey rather than focusing on the destination. A strong organisational culture flexes and develops as your business grows, it needs to be energised, supported and continually invested in. In reality, an organisations culture is the culmination of everyone’s individual behaviours – hence why it is so important to get the right people onboard.

Sharp Consultancy specialises in the recruitment and executive search of finance and accountancy professionals within national and regional accountancy practices, owner managed businesses, national and global plcs and leading venture capital and private equity firms. 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.