Key takeaway
A GBS/GCC move is not just a location or process decision. It changes roles, reporting lines, skills, approvals, service ownership, and employee experience.
Common risks
- Knowledge loss during transition.
- Employee resistance or unclear career paths.
- Service disruption during cutover.
- Tool access delays and control failures.
- Legal or consultation issues in impacted countries.
What good transition planning includes
- People impact assessment by process, country, role, and employee group.
- Options for retain, move, redeploy, reskill, rebadge, relocate, hire, contract, or exit planning.
- Role architecture for leadership, process ownership, delivery, controls, data, technology, automation, vendor management, and change.
- KT factory covering SOPs, exception logs, controls, access maps, shadowing, reverse shadowing, parallel run, and sign-off.
Readiness before go-live
- Business users trained and escalation routes communicated.
- SOPs complete, access granted, controls tested, reports ready, and backup support available.
- Cutover plan, open-item migration, issue tracker, daily hypercare standup, and stabilization criteria agreed.