Service Adoption in GBS – Focus on Human Resources (HR) Services

Global Business Services (GBS) organizations are increasingly delivering HR services that go beyond basic transactions, helping enterprises address rising demands for innovation, cost efficiency, and workforce transformation. This report analyzes how HR delivery is evolving within GBS, supported by advances in digital platforms, automation, and standardized governance models. Despite HR’s historically lower adoption levels in GBS compared to functions such as finance and IT, its role is becoming more strategic. Organizations are establishing centers of excellence to scale value-added activities such as talent acquisition, employee learning, and analytics-driven workforce planning.

The report details adoption maturity across key HR subprocesses, highlighting where enterprises are expanding offshore and nearshore delivery capabilities. It also explores sourcing models, with a mix of in-house and third-party approaches used based on process sensitivity and complexities. As HR functions transform, mature GBS centers are emerging as enterprise enablers – leveraging AI, predictive analytics, and digital learning ecosystems to improve employee experience and workforce agility. Enterprise and GBS leaders can use this research to identify opportunities for optimization, benchmark maturity, and guide future HR service evolution.