In March 2020, when various countries initiated global lockdown due to the COVID-19 pandemic, Global Capability Centers (GCCs) became active overnight. With a remote working model, the entire community introduced employee benefit plans, such as medical aid supply plans, re-prioritization of deliverables, and employee well-being promotion plans. These plans didn’t only support the employees and their families physically but mentally too.
However, the situation has changed. Now, we’re in the post-pandemic era. With this shift, GCCs’ operating models, roles, and responsibilities have also transformed. From handing end-to-end product advancement to incorporating diverse technology stacks to creating user experience and compliance, GCCs includes all functionalities that make the community a new tech innovation hub.
In this article, you’ll gain in-depth insights into the new GCCs operating model and how it functions after the pandemic by uncovering opportunities in four distinct areas.
Global Capability Centers’ (GCCs’) New Operating Model
The new operating model of GCC will revolve around three key areas: technology enablement, innovation, and enhanced service portfolio. With this focus, when a Community by NASSCOM insights conducted a survey, they concluded:
- 68% of the respondents rated innovation and process excellence as the top-most consideration in their strategy.
- Half and more respondents considered technology enablement as a prime element of their business strategy.
- 95% of GCCs confirmed superior customer service is the driving factor of the GCCs’ digital strategy followed by process smoothening through automation at 89%.
As GCCs enabled their operations to manage recovery, this new operating model allows GCCs to offer employees modified work schedules, that doesn’t follow the traditional nine-hour shift. While enjoying the work flexibility perk, employees get breaks to manage their house chores too. In short, by employing this new model, GCCs don’t only support the employees’ well-being but also focus on managing the company’s infrastructure and creating customer experiences.
GCCs Uncover Opportunities in These Four Areas Post Pandemic
● Remote working
The last two and half years have been dramatic for companies and their GCCs. Because of the corona outbreak, companies and their GCCs incorporated the remote work policy throughout the globe. They also introduced the reimbursement policy for home office equipment, such as furniture, UPS, and mobile allowances. This work transition has entirely transformed companies and their employees’ lives.
According to the CNBC survey report, which was on the transformation of people’s lives post-pandemic, 64% of employees stated they enjoy working from home and 42% of them confirmed that they’re more productive than earlier. Seeing the situation, from Google to Amazon, several companies have extended the work-from-home arrangements. Even a few companies like Hitachi implemented a permanent remote work policy for the majority of their workers.
Besides this, moving to a remote workforce has reduced the requirement for real-estate spaces. This has benefited GCCs in terms of money savings and utilizing it in other areas like investment in cloud-based infrastructure, collaborative tools, information security technologies, and upskilling employees through effective training programs.
● Digitalization stays at the forefront
The pandemic has led to rapid growth in the adoption of digital and self-serve channels.
According to the B2B customer sentiment survey report, the importance of digital channels has become double since the pandemic crisis started. Seeing the growing demand, GCCs took the responsibility to improve their capacities to incorporate innovative digital solutions, such as self-serve channels. Besides this, GCCs decided to manage digital tracking and monitoring of employee activities and usage of distinct applications to support the dispersed workforce.
Global Capability Centers support companies to build unified virtual teams and digital workflows. They encourage companies to implement digital practices, such as dynamic work allocation, digital team huddles, collaboration platforms, and flexible work schedules. With these, Global Capability Centers enable companies to maximize employee engagement, utilization, and productivity and augment customer satisfaction.
● Virtual Talent Management
Developing capabilities to manage talent and bring agility has become quite crucial in today’s post-pandemic era. Understanding the necessity, companies and their Global Capability Centers have decided to incorporate advanced analytics (such as machine learning for talent requirements forecasting and simulation models for future competency prediction). With these capacities, companies can not only attract the workforce but also retain them. They can offer employees advanced courses to polish their skills.
Furthermore, by investing in digital tools, companies can monitor, track and manage the performance of remote working employees across the globe.
● Robust remote infrastructure and facilities
Due to remote working arrangements, 50% of respondents surveyed, especially GCCs in the financial, pharmaceuticals, and healthcare sectors, believe that there can be a high risk of confidential information leakage.
Realizing the situation, GCCs focus on creating a reliable and secure infrastructure that expands their cyber security teams. Moreover, to strengthen the IT infrastructure, they should invest in cloud-based technologies, collaborative tools, such as document sharing, videoconferencing, and lab simulators), and information-security technologies like VPNs, multifactor authentication, secure screen blocks, and desktop virtualization.
What’s Stored in the Future?
With the passage of time, GCCs models, roles, and responsibilities will keep changing. However, the prime focus will remain the same – support recovery caused by uncertainties and offer benefits like improved performance, higher resilience, and increased agility.