Your progress in career is directly proportionate to the skills you possess!
Course Content
Shared Services Overview
- Globalization, Outsourcing & Offshoring
- Evolution of Business Captives
- Definitions, Characteristics & Benefits
- SSCs/Hybrid/BPOs/Captives/Third Party
- Rebranding: Global In-House & Capability Centers
GIC-GCC Landscape
- History of Captives in India
- Geographical Spread & Prime Locations
- GIC Statistics, Employment & Industry Impact
- Domestic Market Vs. 100% EOU
- Success Factors & Growth Story
- Skills-Knowledge Clusters
Perspectives on GCC Setup
- Vision & Business Case for GCC
- Site Selection – Location Analysis
- Setting up Infrastructure & Facilities
- Best Practices for Implementation
- Compliance, Legal & Regulatory Requirements
- Investment Cycles & Taxes
Understanding of the fundamentals of the operating model and its awareness within the workforce plays a huge role in the success of the GCC organization, so we focus on it first.
Course Content
Industry Verticals & Functions
- Verticals: BFSI, Healthcare, Retail, Industrial
- Verticals: Manufacturing, Energy, Retail, Telecom
- Primary Functions: Finance, HR, Technology
- Secondary Functions: Legal, SCM, Procurement, Engineering
- Consulting, Research & High-Tech
Operating Models
- Opt-in Models Vs. Mandatory Participation
- Service Scope & Scale of Operations
- Organization-wide Reach out
- Sourcing Mix: In-House & Outsourcing
- Core Focus: Centralization & Standardization
Organization & Governance
- People, Process & Technology Enablement
- Organizational Strategy & Service Management
- Accountability & Establishing GPOs
- Governance Framework, Roles & Responsibilities
- Reporting Structure: Functional, Divisional & Matrix
- Customer Relationship Management
- Change Management
Live interactive classes with customized courses offered on a group and individual basis
Course Content
Service Delivery & Operations Management
- Setting Evaluation Parameters & Criteria
- SLAs, KPIs & Meaningful Metrics
- Performance Management
- Efficiency: New Work Absorbed Vs. FTE Reduction
- Linking Productivity to Business Impact
Costs Structures in GIC
- How GICs Charge for Services
- Maintaining Costs
- Service Pricing Methods
- Quantifying Arbitrage related Savings
Global Business Services (GBS)
- Why GBS?
- How it’s different from Shared Services?
- Siloed SSC & Multi-function GBS
- GBS Implementation & Transition
Digital Disruption & New Skills
- Automation Investments & Potential Savings
- Identifying Use Cases for RPA & Cognitive Computing
- Deploying AI beyond Customer Support
- Analytics: Generating Insights from ‘Big Data’
- Cyber Security
In-person coaching for the GCC leadership teams delivered by industry veterans
Course Content
Challenges & GIC Monetization
- Value Proposition & Competitiveness
- Current Challenges
- Implications on GIC Structure & Staffing
- Limitations of Offshore GIC Model
- Business Viability & Sustainability
- GIC as a Commercial Asset
- Sale out to Third Party Providers
- Prominent GIC Divestitures in India
Optimization & New Opportunities
- SSC-GIC Health Checks
- Benchmarking against Peer Standards
- Changing expectations of Parent Enterprise
- Creating Service Differentiators
- Getting Stakeholders On-board
- Ecosystem Collaboration
- Networking with other GICs
- Engaging with Startups
Next Generation GIC/GCC Model
- Maturity Models & GIC Aspirations
- Trends, Recent Developments & Future Outlook
- Business Transformation to Digital Services
- Emerging Skills & Talent Availability
- Capitalizing on Innovation Potential
- Turning into Global CoEs
- Roadmap towards Profitability
- Operate as Independent Business