How To Future-Proof GBS: From Cost Center to Value Creator

For years, Global Business Services (GBS) has been seen primarily as a cost-saving engine—but that’s changing. Forward-thinking GBS leaders are shifting the narrative from efficiency to business impact. 📈

🔹 The Shift: Efficiency ➡️ Value Creation
Traditional GBS models focus on reducing operational costs, streamlining processes, and consolidating services. But the next frontier is about:
✅ Driving business insights with data analytics
✅ Leveraging automation & AI for higher-value work
✅ Evolving into an advisory powerhouse for enterprise decision-making

💡 The Challenge: Some Factors Are Out of Your Control
The push for digital transformation, evolving business demands, and rapid technological advancements are external forces shaping GBS. While these changes may be outside your control, one critical success factor is fully within your influence: Talent & Capabilities.

🚀 The Missing Link: Talent & Capabilities
Most GBS transformations focus on technology and process optimization—but often overlook the need for new skills and mindsets to truly drive value. Without the right talent, GBS risks becoming a digitally enabled cost center rather than a true business partner.

🔹 Key Capability Gaps:
🧠 Data & digital fluency—Teams need to interpret analytics, not just process transactions.
🔍 Consultative mindset—GBS professionals must evolve into problem-solvers and advisors.
🌍 Business influence—Success hinges on strong stakeholder engagement and storytelling.
🎯 Agility & innovation—A shift from rigid processes to adaptive, value-driven work.

🔑 Bridging the Talent Gap – The One Factor You CAN Control
While you may not be able to dictate technology investments or shifting business priorities, you CAN build the talent and capabilities needed to thrive in this new landscape.
✔ Upskilling & reskilling—Invest in digital, analytical, and strategic training.
✔ New career pathways—Blend operational, technology, and advisory roles.
✔ Cross-functional mobility—Enable GBS talent to rotate into business units.
✔ On-demand expertise—Leverage Talent-as-a-Service models for specialized skills.

🎯 The Payoff
A value-driven GBS model doesn’t just support the business—it accelerates growth, innovation, and competitiveness. And while technology and business demands may shift, ensuring your team has the right skills is always within your control.

After all, isn’t developing and empowering talent not just a GBS leader’s responsibility, but also their greatest legacy?