In 2018, when Satya Nadella, CEO of Microsoft, championed the company’s shift toward agile leadership, the transformation reverberated globally. Microsoft transitioned from a rigid, hierarchical structure to one raising voice for collaboration and adaptability, becoming a case study in agility.
Microsoft’s story mirrors a quiet change sweeping through India's Global Capability Centers. Once dubbed "back offices," these centers employed thousands in routine support roles. Today, they're breeding grounds for patents, product innovations, and strategic initiatives that shape their parent companies' global direction.
The numbers back this transformation. A recent study shows that 50% of global product development at Fortune 500 companies now flows through Indian GCCs.
Why the Shift? The Need for Agility
Traditionally, GCCs operated with rigid hierarchies and centralized control, designed to ensure compliance and efficiency. While effective for repetitive tasks, this model stifled innovation and adaptability—qualities that modern businesses demand. The following factors have driven the evolution:
Infosys exemplifies this transformation. By integrating agile practices, the company decentralized decision-making. The company launched a Google Cloud Center of Excellence at its Bengaluru campus to promote enterprise AI innovation. This center aims to co-create solutions in areas such as contact center AI, software development lifecycle, and application modernization, leveraging Infosys Topaz AI capabilities and Google Cloud's generative AI technology.
HSBC’s GCC in Pune transitioned to an agile model. The center’s adoption of DevOps reduced product deployment cycles, while cross-team partnerships improved fraud detection algorithms. The center’s unique approach to integrating modern and legacy technologies has garnered industry recognition, including:
Microsoft’s Hyderabad-based GCC shifted from traditional hierarchy to a pod-based structure. Small, independent teams now handle projects end-to-end, from conception to delivery. This restructuring reduced software rollout delays, allowing the center to contribute significantly to the global Azure platform’s growth.
While agility offers numerous benefits, implementing it in GCCs is not without hurdles:
GCCs like Wipro in Bengaluru invest heavily in upskilling leaders. The company offers structured learning pathways for Wipro’s managers at different levels. The Level 1 program assists new managers in transitioning from individual contributor roles to leadership positions, focusing on essential leadership skills. The Level 2 program is designed for seasoned managers, enabling them to adapt and evolve in their roles, contributing to a more dynamic Wipro. These programs include virtual instructor-led trainings (VILTs), reflection sessions, group activities, simulation-based learning, assessments, and leadership connects.
Tata Consultancy Services (TCS) has implemented various collaboration tools to enhance communication and project management across its Global Capability Centers (GCCs). For instance, TCS's Smart Meetings solution integrates Microsoft Teams as the primary collaboration platform, automating the full cycle of meetings. This approach has enabled an average of 30% savings over conventional systems and helped reduce device acquisition costs.
GCCs are leveraging KPIs tailored to agile workflows. For instance, Cognizant’s GCC in Hyderabad tracks metrics like sprint velocity and release frequency, ensuring teams remain aligned with organizational goals.
Coromandel International’s GCC in Hyderabad introduced monthly reverse mentoring sessions, where younger employees train senior executives on emerging trends and technologies. This initiative improved digital adoption rates within a year.
The evolution of leadership in GCCs is far from over. As businesses increasingly rely on these centers for innovation and strategic value, agility will remain a cornerstone. Future trends include:
To sum it up, India’s GCCs are redefining global business by adopting agile leadership. Decentralization and innovation are driving real change, making these centers primary players in shaping the future. The message to leaders is simple: adapt quickly, and never fall behind!
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