Building a Workforce of the Future – Upskilling/Reskilling in Global In-house Centers

Global In-house Centers (GICs) have evolved as powerful value creators, driving innovation and catalyzing their parent enterprises’ priorities. However, the rapid advancement of the enterprise’s digital agenda is transforming the GIC operating and delivery model. Consequently, the skills and competencies required by GICs to deliver services are also changing rapidly. In addition to the need for different skills in the future, the talent challenges for GICs will intensify with increasing automation of the existing services portfolio. As a result, GICs face the dual risks of a large existing workforce with multiple skills that are likely to become redundant, while struggling to find external talent with the skills required for the future.

Upskilling/reskilling of existing talent is an important lever that GICs can use to address these challenges. In this research, we surveyed senior leaders from 80+ GICs across leading offshore/nearshore locations to gather perspectives on nature of skills/competencies needed for the future, and the roles GICs can play to help address these changing skill requirements