Shifting Role of GCCs in Enterprise Value Creation

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

I’ve spent over 18 years building and transforming Global Capability Centers across industries like retail, CPG, and financial services—focusing on scaling operations from 0 → 1 to 1000+ FTEs, while shifting the narrative from cost arbitrage to enterprise value creation across process, technology, and data.

Q2. What structural shifts are you seeing in how organizations design GCCs to deliver innovation, not just execution?

We’re seeing GCCs evolve from functional silos to platform-led, product-centric organizations, where cross-functional teams own outcomes end-to-end combining process, data, and engineering to drive innovation, not just execution.

Q3. How is the competitive landscape evolving between GCCs, traditional outsourcing providers, and new-age digital service firms?

The lines are blurring, GCCs are insourcing strategic capabilities, outsourcing providers are moving up the value chain, and digital natives are productizing services; the real differentiator now is who owns outcomes, not who executes tasks.

Q4. How are automation, AI, and digital platforms redefining the scope and boundaries of shared services?

Automation and AI are collapsing traditional service layers. What used to be multi-step, multi-team processes are now becoming real-time,…