Santosh Bijur

Global capability centers (GCCs) in India are rapidly growing in number and size as multi-national firms want to break the barriers of value from vendor outsourcing. Investing in employee teams enables ownership mindset, cultural integration, access to vibrant talent, and building technology power. The result, only if done well, is tons of innovation with real business outcomes. Fortunate to have had the opportunity, over the last 10+ years, to lead the GCCs of AT&T (from 2023), Verizon (2012-16), and Lumen (2019-23) through fulfilling journeys to scale the size, operating model maturity, and resulting value. GCCs of all shapes and sizes follow a predictable lifecycle and while each journey is unique, a fundamental cultural transformation is needed along the same four pillars - (1) business outcomes & customer experience, (2) agile operation, (3) technology innovation, and (4) people development. Adding, entity governance and influencing global stakeholders then sets up a path to lasting success. Absolutely love to network, to learn from, guide, and support each other as the GCC universe continues to expand.