The Resilient GCC - How to reimagine your GCC after the unimaginable?

While the GCC community was affected by the second wave they worked through it with diligence, empathy and proactiveness as they did last year.

In March of 2020 when India was locked down for the next 21 days, Global Capability Centers (GCCs) in the country had to transition to a remote working model overnight. As a part of their business continuity planning most GCCs were well equipped for this transition. However, few were prepared for what came in the second wave, which has not only affected the GCC employees but also their families.

Most of the states, are now back in lockdown, to control an unprecedented surge of infections. Organizations have taken several measures to support their employees, and GCCs have been especially proactive in employee support.

We interacted with the leadership of some of the largest GCCs, to exchange ideas on leading practices and learnings, through primary research and a roundtable discussion. Several GCCs have had between 8% to 15% of their workforce directly or indirectly affected by the second wave. Many employees have recovered and many more are on the road to recovery. Sadly, fatalities and ‘long covid’, have also emerged as a harsh reality of this second wave. Our interactions confirm that the GCC community is dealing with this crisis in a practical and empathetic manner and has taken several measures to deal with this pandemic.

Medical aid extended to employees

From early in the crisis, they operationalized hotlines within the GCCs, to help those in need of ventilators, oxygen cylinders, hospital access, physicians and even meals. Several GCCs also mentioned that their employees, who had returned to smaller cities and towns, were the ones who needed the most support. Some GCCs have even conducted or are planning vaccination drives for their workforce. In the second wave, many organizations have enhanced their insurance policies to include COVID cover. Further, access to emergency funds is also being provided by many GCCs.

Deliverables re-prioritized

With many employees falling sick or being the primary caregivers, there has been an impact on productivity, and this is being monitored closely across centers. Most GCCs have re-prioritized their deliverables to consider the shortage of staff across teams. Some have even reduced administrative burdens to free up employee time. There have been, however, limited instances of Business Continuity plans being exercised, through outsourced service providers or leveraging the Global Business Services (GBS) network. The primary focus is on managing with the resources through cross skilling and increased use of digital enablers. Most of the leadership were in appreciation of the support and understanding, which they received from their global organizations through these hard times.