Why Aligning GBS with your company’s vision is paramount ?

Six Dead-or-Alive Questions

Jay Cheedella
Jay Cheedella
VP of GBS , Hershey’s
Jay cheedella is a GBS leader with over 20+ years of experience. She has worked with major companies like- Molson Coors, MillerCoors, SABMiller. Currently she is leading the Global Business Services as the VP of GBS at Hershey’s.
Caroline Basyn
Sashi Narahari
Founder and CEO
Founder & CEO of HighRadius, a fintech enterprise SaaS leader that provides Autonomous Software for Order to Cash, Treasury & Record to Report. Sashi’s leadership has secured the trust of 200+ Global 2000 companies.

View Podcast Summary

Dead-or-Alive Question #1: In 10 years, do you think BPOs for outsourcing will be dead or alive?
Click to Listen

Answer First: Dead
  • BPOs would be dead in their current form.
  • A lot of companies are opting for the mixed model, having outsourcing as well as insourcing operations.
  • The trend will continue, and companies will look for more value-added services with technical advancements.
  • The companies have moved beyond mere cost efficiency and transactional activities.
  • So, in conclusion, BPOs will not be there in the next ten years.
  • It might morph quite a bit ten years down the line.
  • Dead-or-Alive Question #2: In 10 years, will large, centralized service centers be dead or alive? Especially given the Covid effect of Work From Anywhere?
    Click to Listen

    Answer First: Dead
    • The hybrid working environment has started, and GBS follows the same path.
    • Fifteen years ago, colocating was the way for GBS, but now this paradigm has been broken.
    • Large service centers would not be there, and it would try to optimize their size.
    • Impersonated action would be necessary to generate ideas, but the idea of 1000s of people working in a large office would be dead.
    • Offices like Google might be setting up offices in major cities to encourage work from the office
    • But the mixed model would be omnipresent in the long run.

    Dead-or-Alive Question #3: In the next ten years, do you think RPA in the current form ‘AS IS screen flow automation’ will be dead or alive?
    Click to Listen

    Answer First: Dead
    • RPA would be dead in its current form.
    • RPA was initiated across companies 3-4 years ago.
    • However, the need is for intelligent automation today.
    • Companies want the end to end process automation rather than single process automation.
    • Thus, RPA needs to evolve to be able to survive.

    Dead-or-Alive Question #4: What are your thoughts on AI in GBS. In 10 years, will AI be dead or alive?
    Click to Listen

    Answer First: Alive
    • Many ‘Use Cases’ have shown its incorporation into the corporations.
    • AI has a long way to go, specifically in terms of GBS.
    • Natural language processing, Intelligent automation, and many more things need to be stabilized in GBS before getting to AI.
    • AI will be present ten years from now, but its usage would depend highly on the skillset to adapt it.
    • Savings can measure AI and its benefits in terms of employee productivity.

    Dead-or-Alive Question #5: In 10 years, given the consistent wage inflation, will India be a top choice for service centers?
    Click to Listen

    Answer First: Dead
    • In their current offering of low-cost operations, Centers like India would be dead.
    • With the increase in wages and turnover, it would not be easy to get consistency in employee productivity.
    • In the long run, it is also going to morph.
    • But, it has excellent talent and advanced capabilities like Data Scientists, Data Architects, and Data Engineers.
    • Which provides it with the advantage of adding value to the companies.

    Dead-or-Alive Question #6: Would GBS be dead or alive as an organization?
    Click to Listen

    Answer First: Alive
    • Apart from mere foundational/transactional processing, it fulfills different functions.
    • GBS has undertaken many roles currently, including Supply Chain, Sales, and Marketing.
    • GBS provides a more significant advantage to companies in terms of cost efficiency and helps fast-tracking growth.
    • GBS should be uniquely positioned in a company.
    • Along with providing end to end process view, it should continuously improve for the better.
    • This added advantage inbuilt into its DNA makes it an integral part of the company’s future.

    Jay Cheedella’s advice to you: What’s your advice to other GBS leaders? What’s most important for them to keep their eyes on for success?
    Click to Listen

    Key Points
    • It is crucial to look at the level of employee engagement since employees are the ones who help GBS and the company grow.
    • The focus should be on the mental understanding of employees, and it is necessary to help them upskilling knowledge.
    • Look at the company’s growth plan and strategy and align GBS with the goals to achieve desired outputs.

    Know more about
    The GBS Masterminds

    Corporate Headquarters
    HighRadius Corporation
    Westlake 4 Building (BP Campus)
    200 Westlake Park Blvd.
    8th floor
    Houston, TX 77079
    Available on