Global educational testing leader establishes a world class GCC with Firstsource to glocalize innovation and operations

Overview

A global leader in educational testing and research, wanted to establish a Global Capability Center (GCC) in India. Their goal was to create a talent hub to attract top talent and strengthen their market presence.

Challenges

As the client was looking to expand their operations into strategic growth markets like India, they anticipated several challenges such as:

• Setting up operations from scratch - Location finalization, facility development and talent acquisition would entail considerable risks and time constraints
• Getting the right talent Hiring across such a wide variety of functions and domains required specialized expertise.
• Operational Training and Cultural Integration - Ensuring team readiness required upskilling the hirings on enterprise systems, while ensuring alignment of values and cultural fit

How We Made It Happen

Formed a dedicated GCC task force

• Established a specialized team to manage the entire program, ensuring seamless execution across all phases

Collaborated with stakeholders for alignment

• Partnered with client and Firstsource teams across legal, facilities, infrastructure, talent acquisition and human resources to implement global best practices

Developed a world-class facility

• Built a facility that adheres to the client’s branding, workplace standards and infrastructure requirements by leveraging our existing infrastructure setup

Acquiring and building the right talent

• Worked closely with the client to acquire, onboard and train resources across various niche domain and technological competency requirements.

Facilitated Cohesion and Collaboration across teams

• Created unified systems and replicated programs of Rewards and recognition, continuous feedback, frequent leadership connects to build cohesion and trust among teams.

Aligned Teams with the client’s Culture and Values

• Facilitated internal and external programs to upskill employees across technical qualifications and soft skills and ensured the teams were aligned with client’s work culture, key values and systems
• Fostered next-gen innovation among teams across functions and geographies through ideation sessions and hackathons

Transforming operations to become Scalable and Future ready

• Established a scalable GCC setup that supports critical client’s operations, drives efficiency gains and significant cost savings, enabling transformation programs like Proctoring and Scoring to deliver impactful outcomes.