AI's Impact on Global Capability Centers

Q1. Could you start by giving us a brief overview of your professional background, particularly focusing on your expertise in the industry?

I have been active in the Professional Shared Services industry for the past 29 years. I started as a project leader in an internal IT department of an American/Dutch manufacturer in the FMCG space. I became part of a comprehensive outsourcing and rebadge to HP, through which I joined the “provider side” of the industry. Within HP, I executed several roles, starting with large global project management, outsourcing delivery management, and account management. Having gained ample experience in the industry, I moved to Deloitte, taking a leading role in BPO outsourcing advisory in Switzerland, serving both Swiss and international organizations. I then continued my career with Genpact, first as Lead Client Partner and now, for the past five years, leading Global Advisory for all customers in the Manufacturing, Oil and Gas, and Chemicals industry. With my team, I help organizations build up their own Shared Services and GCCs, improve their processes, or automate the same with advanced technology and AI. My team and I do this for all enabling functions, including Finance, Procurement, Supply Chain, HR, and Commercial…