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GCCs and skill development: Enhancing India’s competitive advantage in global business services

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Few may be aware that the story of GCCs (global capability centres) began in India in 1985 when Texas Instruments established the first centre to support its US operations. Decades later, almost 50% of the world’s GCCs are in India. Initially, GCCs operated as offshore offices capitalising on the cost advantage by outsourcing IT and routine back-office functions. Thanks to this model, companies could optimise operations by reducing labour costs without compromising their support service quality.

Over the years, GCCs have transitioned from back-office units into centres of excellence, expertise and innovation. As a result, GCC operations are now wholly integrated into the core enterprise strategies of parent entities while driving technological advances, innovation and strategic growth. This marks a paradigm shift, positioning GCCs as key players in the global business universe.

The growing relevance of Indian GCCs can be credited to several global developments. These include ageing populations across geographies, an economic slowdown in large economies, an attempt to de-risk operations via diversification, the swift rise in digitalisation of myriad segments and a shift towards sustainable solutions and green technologies.

Besides, India’s large talent pool of workers, many of whom are tech-savvy and proficient in English, ensures easier collaboration and communication with their multinational partners. Thanks to its vast domestic market and strategic location, a GCC in India allows firms to penetrate the local market while also exploring opportunities for overseas growth and expansion.

As per NASSCOM, more than 1,600 GCCs employ approximately 1.6 million people while generating revenues above $46 billion.These numbers have had a major impact on India’s economy, trade and foreign investments. Recently, some key spheres that have seen strong growth include automotive, semiconductors, retail, healthcare and industrial manufacturing.

Promoting the culture of innovation and upskilling

GCCs function as hubs of innovation and upskilling while enhancing enterprise operations and providing global insights. By leveraging tech tools, GCCs are facilitating seamless knowledge transfer and exchange of information between local and overseas entities, which also ensures the upskilling of local talent.

Rather than being mere service providers, GCCs act as value-added delivery centres. The ongoing transfer of knowledge fosters a fertile ground for continuous learning in the GCC ecosystem, elevating the skills of the local workforce. In turn, this constant knowledge transfer and upskilling of talent propel more innovation and greater market dynamism, boosting business operations.

However, to maintain its position as the leading location for GCCs, the nation must keep leveraging its strengths by increasing the local talent pool, promoting excellent work ethics and ensuring adequate outlays to spur innovation. The talent pipeline can only be sustained via an industry-aligned academic system that prioritises sunrise technologies while streamlining value creation costs.

Realising the significance and contribution of GCCs in the economy and foreign investments, the Centre has been implementing policies to create an enabling ecosystem. For example, the creation of SEZs (special economic zones) and STPIs (Software Technology Parks of India) have been pivotal in providing tax incentives on export revenues to multinational companies. Such measures have been encouraging MNCs to set up talent centres in India.

Current challenges

Nonetheless, new GCCs are facing some challenges in India. Some of these have been highlighted in a recent survey of 255 GCC leaders of firms based in the US and the UK.[2] Commissioned by consulting services provider CaptiveAide, the survey was held in collaboration with the research firm Feedback Insights.

The survey studied new GCC entrants in India to understand their top challenges. Overall, the firms revealed that cultural integration (84%) and regulatory compliance (55%) were the main hurdles.

Consequently, investments had to be made in cultural training programmes, empowering the local leadership and setting up a vibrant compliance framework.

The report said language barriers, cultural nuances and diverse work practices hindered cohesion and collaboration within the organisational ecosystem. Given the robust legal framework in India, the report stated that organisations should prioritise regulatory due diligence by hiring efficient legal resources to manage the complexities of the domestic regulatory landscape.

Measures to create a conducive market environment

Aware of these issues, apart from SEZs and STPIs, the Centre has introduced other supportive policies. For instance, FDI norms have been relaxed so MNCs find it easier to invest or expand GCC operations in India. Additionally, initiatives such as Start-up India, Digital India and Make in India benefit GCCs.

By encouraging start-ups and innovation, Start-up India offers GCCs a dynamic environment to innovate and collaborate. Digital India has improved the digital technology infrastructure that supports GCCs while Make in India promotes the nation as a manufacturing hub, complementing the tech and service segments and improving the entire business ecosystem.

Overall, these initiatives have helped in creating a stable, conducive environment that benefits GCCs. By incentivising MNCs to set up GCCs in the country, these measures could act as a catalyst for global economic advancement while positioning India as the world leader in outsourced business services.


By Rohit Arora, CEO and Co-founder, Biz2X






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ED searches 19 premises of Amazon, Flipkart vendors in FEMA probe

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The Enforcement Directorate Thursday conducted searches against some of the “main vendors” operating on platforms of ecommerce giants Amazon and Flipkart as part of a foreign investment “violation” investigation, official sources said.

A total of 19 premises of these “preferred” vendors located in Delhi, Gurugram and Panchkula (Haryana), Hyderabad (Telangana), and Bengaluru (Karnataka) were covered as part of the action, the sources said.

It is learnt that the ED inspected documents and took copies of some from the premises of about six such vendors who were not named.

The sources said a probe has been initiated by the federal agency under the provisions of the Foreign Exchange Management Act (FEMA) after it received several complaints against the two large ecommerce companies, where it is alleged that they were “violating India’s FDI (foreign direct investment) rules by directly or indirectly influencing the sale price of goods or services and not providing level playing field for all the vendors”.

There was no immediate response from the two ecommerce companies.

Meanwhile, the Confederation of All India Traders (CAIT) welcomed the ED action.

“The CAIT, along with several other trade bodies, has been raising these issues for the past few years. I welcome the Enforcement Directorate’s actions as a step in the right direction,” CAIT Secretary General Praveen Khandelwal said in a statement.

He claimed that the Competition Commission of India (CCI) had also issued “penalty notices” to Amazon and Flipkart, and their “preferred” sellers, for “engaging” in anti-competitive practices that have adversely affected small traders and ‘kirana’ (grocery) stores.

It has been reported in the past that the CCI, which works to ensure fair business practices across sectors in the marketplace, is already looking into alleged anti-competitive ways of ecommerce companies.

The CAIT and mainline mobile retailers’ association AIMRA had also petitioned the CCI sometime back seeking immediate suspension of operations of Flipkart and Amazon as they alleged that the companies engaged in predatory pricing and were burning cash to offer heavy discounts on products.

These practices, in turn, are creating a grey market of mobile phones, causing losses to the exchequer “as players in the grey market evade taxes”, they had said.

Commerce and Industry Minister Piyush Goyal had recently flagged the same concerns as he had questioned Amazon’s announcement of a $1 billion investment in India, saying the US retailer was not doing any great service to the Indian economy but filling up for the losses it had suffered in the country.

He had said in August that their huge losses in India “smells of predatory pricing”, which is not good for the country as it impacts crores of small retailers.

Goyal said e-commerce companies were eating into the small retailers’ high-value, high-margin products that are the only items through which the mom-and-pop stores survive.

The minister had said that with the fast-growing online retailing in the country, “are we going to cause huge social disruption with this massive growth of ecommerce”.

Khandelwal said that the CAIT has urged the CCI and the ED to protect the businesses of small traders.

“In the new Bharat, led by Prime Minister Narendra Modi Ji, no one is above the law. I am hopeful that now the law will take its rightful course and protect the livelihoods of small shopkeepers.

“This government is committed to ensuring that no entity can harm the trading community. In response to multiple complaints filed by the trading community regarding FDI violations and the anti-competitive practices of quick-commerce companies such as Blinkit, Swiggy, and Zepto, we urge both the CCI and the ED to take swift action and prevent any further, irreparable damage to the businesses of small traders,” he said in the statement.





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Irdai proposes to amend regulatory sandbox norms

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Regulator Irdai has proposed to amend the norms related to ‘regulatory sandbox’ by incorporating principle-based approach and further facilitating the adoption of innovative ideas and new concepts across the insurance value chain.

Regulatory sandbox usually refers to live testing of new products or services in a controlled/test regulatory environment for which regulators may or may not permit certain relaxations.

The Insurance Regulatory and Development Authority of India (Irdai) constituted an internal committee to review the Irdai (Regulatory Sandbox) Regulations.

Based on the recommendations of the committee, it has proposed amendments to the regulatory sandbox regulations and seeks comments from the public at large on the proposed amendments.

Issuing an exposure draft on regulatory sandbox regulations, Irdai said the amendment seeks adoption of principle based approach over rule based approach.

The changes to the norms are also aimed to facilitate the introduction of innovative ideas/new concepts across the insurance value chain, Irdai said.

Irdai has invited comments from the stakeholders on ‘Exposure draft – Irdai (Regulatory Sandbox) (Amendment) Regulations, 2024’ by November 25.





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Prodigy Finance secures $310M financing from DFC

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Prodigy Finance, a global higher education finance company, has secured financing of up to $310 million with a funding commitment from the US International Development Finance Corporation (DFC).

This latest financing, building on the previous partnership with DFC, prioritises social impact with a minimum financing threshold of 30% for women and 50% for individuals from low- and lower-middle-income countries, it said in a statement.

“Together, we are empowering a new generation of global leaders to unlock opportunities that shape a brighter future,” said Prodigy Finance Chief Financial Officer Neha Sethi.

The higher education finance company’s borderless lending model allows students to apply for loans based on their future earning potential rather than their current circumstances or credit history.

Since its founding in 2007, the international student lender has enabled over 43,000 postgraduate master’s students to attend top universities, disbursing over $2.3 billion in funding to students from more than 150 countries.

Sonal Kapoor, Global Chief Commercial Officer of Prodigy Finance, told YourStory that India is its core market and has the largest share of its funding.

According to the Prodigy Finance 2022 Impact Report, students reported that the company’s loan helped them to pursue their dream career (91%), achieve success in their personal life (83%), and at least double their salary (74%).

In September, Prodigy Finance launched a $30 million blended finance programme in collaboration with The Standard Bank of South Africa Limited and Allan & Gill Gray Philanthropies.





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