Global Capability Centres (GCCs), also known as Global In-House Centers (GICs), are offshore units of multinational corporations that operate across the globe. These centers provide a diverse range of essential support services, including IT, finance, human resources, and analytics, to their parent organizations. While initially established for back-office processes, GCCs have evolved significantly and now handle complex line items across the organization's value chain. As centers of operational excellence, product development, and innovation, they have become the ideal partner for any organization that seeks to remain competitive in today's dynamic business environment. Partnering with GCCs will provide access to their expertise and help your organization thrive.

What is GCC?

Multinational corporations have established offshore units known as Global Capability Centers (GCCs). These centers perform strategic functions by leveraging specialized talent, cost arbitrage, and operational efficiencies across multiple locations worldwide. The primary objective of these centers is to ensure the smooth functioning of the parent company. It is important to note that the GCCs are not merely cost-saving measures; they play an essential role in performing key jobs. Their specialized expertise and commitment to quality work make them an indispensable component of any multinational corporation's operations.

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Core functions of GCCs

  • GCC covers all aspects of application development, maintenance, and support, as well as infrastructure management.
  • It enables successful digital transformations by leveraging cutting-edge technologies such as AI, machine learning, cloud computing, and blockchain.
  • GCCs drive progress through cutting-edge research and innovation.
  • GCCs constantly push the boundaries of what is possible to create new and groundbreaking solutions.
  • With expertise and resources, GCCs help organizations stay ahead of the curve and drive advancements in technology and intellectual property.
  • GCC handles back-office processes such as finance, HR, procurement, and customer support.
  • It also analyzes data to drive business growth, ensure compliance, and mitigate risks associated with global operations.

These core functions collectively enable GCCs to support the strategic objectives of the organization, drive innovation, enhance operational efficiency, and deliver value across various business functions.

Benefits of establishing a GCC in your organization

GCCs play a crucial role in the success of an organization by providing a diverse range of services, including IT, research and development, analytics, finance, customer support, and more. GCCs operate as an integral part of the parent company, upholding the same high standards, processes, and goals. By partnering with GCCs, companies can leverage their expertise and resources to gain a competitive edge in the market and drive innovation.

GCCs play a pivotal role in driving business growth at a global level. These centers expertly facilitate technological advancements, upskill the workforce, and lead transformative business processes. As a result, GCCs are crucial to the success of companies worldwide. Their expertise, innovative solutions, and commitment to excellence enable organizations to achieve their goals and maintain a competitive edge.

Access global talent

GCCs provide organizations with a unique opportunity to access a diverse talent pool with specialized skills and expertise. By leveraging cultural diversity for innovation, organizations can tap into regional talent markets to drive business success. Consider GCCs as a strategic solution to meet your business needs and unlock the full potential of your organization.


GCCs present an optimal solution for companies seeking to enhance their operational efficiency while simultaneously reducing costs. The adoption of cost-effective locations and operational efficiencies facilitates the standardization of practices and the streamlining of processes, leading to a reduction in overheads and significant cost savings.

Driving innovation

GCCs are instrumental in driving the exploration, development, and application of advanced technologies and solutions. They create an environment that encourages originality, experimentation, and collaboration, resulting in innovative outcomes. With their emphasis on innovation and cooperation, GCCs are an ideal choice for those seeking to push the boundaries of technology and shape the future.

Operational excellence

GCCs play a crucial role in enhancing operational excellence. By implementing best practices, robust processes, and quality standards, they ensure that every aspect of the business runs seamlessly. GCCs focus on continuous improvement, automation, and efficiency gains across all business functions, thereby enabling organizations to achieve their objectives and set new benchmarks.

Supporting strategic initiatives

GCCs play a pivotal role in supporting strategic initiatives such as digital transformation, market expansion, and product development by aligning closely with the organization's business objectives. They contribute significantly to achieving strategic goals, thereby enabling organizations to stay ahead of the curve and gain a competitive edge in the market.

Risk management and compliance

GCCs are an essential component of organizational risk management. They ensure compliance with regulatory requirements, data security, and privacy standards and implement governance frameworks, internal controls, and risk mitigation strategies. By leveraging the expertise of GCCs, organizations can confidently manage their risks and safeguard their sensitive information.

Global collaboration and integration

GCCs are a powerful tool for promoting seamless collaboration and integration across global teams, business units, and geographies. They foster cross-functional collaboration, facilitate knowledge sharing, and promote the adoption of best practices. GCCs provide a competitive advantage that can help elevate your organization and drive success.

Agility and scalability

GCCs provide organizations with the agility and scalability they need to stay competitive in today's fast-paced business environment. By leveraging GCCs, businesses can quickly respond to market dynamics, evolving customer needs, and emerging opportunities. GCCs offer flexible resource allocation, rapid deployment of solutions, and scalable operations, enabling organizations to achieve operational efficiency and cost-effectiveness. With GCCs, companies can unlock unprecedented growth and success while ensuring a seamless and consistent customer experience.

Key factors to consider when setting up a GCC

Strategic alignment

It is imperative to ensure that the objectives of the GCC are aligned with the organization's long-term goals and vision. This alignment plays a critical role in securing support and resources from senior leadership and stakeholders. Therefore, it is recommended that this alignment be prioritized to meet the organization's overall objectives effectively.

Feasibility check

Undertake a comprehensive feasibility study to gauge the feasibility of establishing a GCC. This study should include an in-depth evaluation of various factors, including but not limited to market demand, cost-effectiveness, regulatory compliance, and potential risks. The outcome of this study will enable us to make an informed decision on the viability of the proposed endeavor.

Talent acquisition and development

Craft a holistic talent strategy that encompasses the recruitment of proficient professionals, the provision of continuous training and development avenues, and the cultivation of a culture that values perpetual learning and progress.

Build a robust business case

To successfully secure funding and gain buy-in from key stakeholders, it is essential to develop a comprehensive business case that highlights the benefits, costs, return on investment (ROI) projections, and strategic value of the GCC. Therefore, it is recommended that a professional and detailed business case be created that accurately reflects the value of the GCC to the organization, stakeholders, and clients.

Governance and compliance

To ensure compliance with legal and regulatory requirements, it is essential to establish clear governance structures, policies, and processes. In addition, it is recommended that robust risk management practices be implemented to mitigate potential risks and ensure effective business continuity. By following these measures, you can ensure the highest level of integrity and professionalism in the operations.

Develop a detailed roadmap

Develop a comprehensive roadmap that outlines the phased implementation of the GCC. The roadmap should include timelines, milestones, resource allocation, and key deliverables. The purpose of this roadmap is to serve as a guide for the execution of the implementation process and to monitor progress effectively.

Collaboration and communication

In order to facilitate a culture of collaboration and open communication within the organization, it is recommended that you implement digital collaboration tools and platforms. These tools will enable seamless knowledge sharing and improved communication across the organization.

Risk management and continuity

It is imperative to establish protocols for business continuity, disaster recovery, and crisis management to identify potential risks and minimize disruptions to operations. By developing contingency plans, your organization can be better prepared to navigate unforeseen events and ensure the safety of your employees, clients, and stakeholders. It is recommended that these protocols be reviewed and updated periodically to ensure they remain relevant and effective.

Performance metrics and KPIs

It is essential to establish and monitor clear performance metrics and Key Performance Indicators (KPIs) that are aligned with the objectives of the GCC. This will enable data-driven decision-making, facilitate the identification of areas that require improvement, and allow for the tracking of progress made toward achieving set targets.

Change management and stakeholder engagement

It is crucial to implement effective change management strategies to successfully manage transitions, overcome resistance to change, and ensure stakeholder engagement and support throughout the implementation and evolution of GCC. This will help to ensure a smooth and seamless transition while also addressing any concerns or challenges that may arise along the way. By prioritizing stakeholder engagement and support, you can ensure that everyone involved in the process feels heard, valued, and supported, which will ultimately lead to a more successful outcome.

Why is India a chosen location for GCCs

India has bloomed into a center for innovation and research & development, gaining well-deserved recognition in recent years. With its well-established reputation as a hub for outsourcing and offshoring, particularly in the technology sector, global companies are increasingly looking to India to drive the next stage of their business growth. The rapidly evolving services sector in India is leading the country towards the forefront of tech-driven innovation, and the future looks brighter than ever before.

India's unique blend of talent, cost-effectiveness, and supportive government policies have made it the preferred destination for global companies looking to establish their innovation hubs. From technology to engineering and consulting, these companies are spreading their roots across India, bringing together the best minds and fostering an environment of growth and collaboration.

India's history of outsourcing and offshoring has paved the way for the country to emerge as a hub for innovation and research & development. The rapid evolution of the services sector in India is propelling the country towards tech-driven innovation. GCCs have become key nodes for transformation, business strategies, and new technologies, empowering organizations to be agile in a highly dynamic environment.

GCCs have become the backbone of transformation, business strategies, and new technologies - essential for organizations to remain agile in a highly dynamic environment. India has become home to over 1,800 of these centers, empowering over 1.3 million people and providing high-quality employment opportunities. GCCs in sectors like technology, engineering, consulting, and many more have cemented India's position as an innovation hub. These centers have played a remarkable role in India's economic growth and contributed significantly to the country's GDP.

Exploring GCCs in India

Cities such as Bengaluru, Hyderabad, Delhi NCR, Mumbai, Pune, and Chennai are highly desirable locations for establishing a global capability center in India. These cities offer robust infrastructure, a vast pool of talented individuals, and a supportive ecosystem that can help your business flourish. Over 55% of the GCC stock in India is concentrated in Bengaluru and Hyderabad.

Source: JLL

According to the EY Report ‘Future of GCCs in India - a vision 2030’, the domestic GCC market is expected to reach an impressive value of $110 billion by 2030. India is already a well-established hub for technology and services, and it is anticipated that by 2030, it will have approximately 2400 GCCs, with the possibility of this number increasing to 2550. These projections indicate significant potential for growth in the near future, which presents exciting opportunities for businesses to capitalize on.

The success of GCCs in India can be attributed to a combination of factors that make the country an attractive destination for multinational companies.

  • India has a wealth of highly skilled professionals in various industries, such as technology, engineering, finance, and customer service. Their exceptional proficiency makes them a highly sought-after resource for businesses seeking to excel in their respective domains.
  • India's GCCs are cost-efficient due to lower labor costs, favorable exchange rates, and government incentives. This makes India a competitive choice for cost optimization.
  • Indian professionals are renowned for their strong work ethic, dedication, and high-quality work, ensuring GCCs in India exceed performance standards and succeed.
  • Indian cities like Bangalore, Hyderabad, and Pune offer tech parks, business centers, and robust connectivity for GCCs to operate seamlessly and grow.
  • India's cultural affinity with the West and English proficiency enhance GCC operations. Effective communication and collaboration with global teams and clients lead to increased efficiency and effectiveness.
  • GCCs in India are highly flexible and scalable, enabling companies to adapt quickly to changing market dynamics. This agility is a significant advantage in today's competitive business landscape.

The way ahead

India has emerged as a highly sought-after location for multinational companies to establish GCCs. The country boasts a wealth of talent, cost-efficient solutions, advanced infrastructure, and a supportive ecosystem, making it a global business hub. The success of GCCs in India is a testament to the country's growth and development as a top business destination. By establishing GCCs in India, companies can leverage these strengths while also contributing to the country's economic growth.

GCCs are the driving force behind operational excellence, innovation, and competitiveness for modern businesses. By embracing the incredible potential of GCCs and focusing on key success factors, companies can unlock limitless opportunities for growth and success on a global scale. With a proven track record of transformative impact, GCCs empower organizations to achieve their business goals, lead innovation, and outperform the competition.

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About the author

Shyamala Rajan

Manager – Content Strategy,

Torry Harris Integration Solutions