Empowering Your Workforce: The Key to a Future-Ready Global Business Services (GBS) Model

In today's fast-paced, tech-driven world, businesses must constantly evolve to stay ahead. A crucial element of this evolution? Upskilling employees. In Global Business Services (GBS)—where centralized functions like finance, HR, IT, and customer service streamline operations—having a workforce equipped with the right skills is the difference between simply cutting costs and driving true business transformation. 

As GBS models become more integrated and technology-driven, the demand for employees who can navigate digital tools, analyze data, and collaborate across global teams is greater than ever. The solution? A strategic upskilling approach that ensures your workforce isn’t just keeping up but leading the charge. 

Why Upskilling Is Critical in a Modern GBS Model 

GBS isn’t just about efficiency—it’s about agility and innovation. A recent Deloitte report found that 61% of businesses have implemented or plan to implement a GBS model within the next two years. With emerging technologies like AI, robotic process automation (RPA), and data analytics reshaping operations, companies need employees who can harness these tools effectively. 

GBS professionals must go beyond traditional job functions. They must think strategically, manage cross-functional projects, and use technology to drive continuous improvements. Without the right skills, businesses risk falling behind in a world that demands adaptability and innovation. 

The Essential Skills for a Future-Ready GBS Workforce 

Upskilling in GBS isn’t a one-size-fits-all approach. It requires a combination of technical expertise, business acumen, and interpersonal skills to create a well-rounded, future-proof workforce. 

1. Digital & Technical Proficiency 

Technology is the backbone of modern GBS. Employees need to master: 

Data Analytics – Informed decision-making drives profitability. A McKinsey study found that data-driven organizations are 23x more likely to acquire customers and 19x more likely to be profitable. GBS teams must analyze data to optimize processes and improve service quality. 

Robotic Process Automation (RPA) – Automating routine tasks boosts efficiency and reduces errors. The RPA market is expected to grow from $1.5 billion in 2020 to $13.8 billion by 2030 (Grand View Research), making RPA literacy a critical skill. 

Cloud Computing – With 94% of businesses using cloud services (RightScale), employees must be adept at leveraging cloud platforms for collaboration, storage, and security. 

2. Business & Functional Knowledge 

Cross-functional understanding is vital in GBS, where multiple business units rely on shared services. Key skills include: 

Financial Acumen – Optimizing costs and improving financial efficiency are core GBS objectives. Employees must be able to assess budgets, identify inefficiencies, and drive cost savings. 

Service Management – 60% of businesses consider customer experience a key differentiator (PwC). Employees need expertise in service delivery, ensuring seamless operations and stakeholder satisfaction. 

3. Soft Skills & Collaboration 

GBS professionals often work across time zones and cultures. Soft skills are essential for smooth collaboration and problem-solving. 

Communication – Miscommunication can derail projects. One-third of project failures are due to poor communication (PMI), making clear and concise interactions a must-have skill. 

Problem-Solving – Innovation thrives on critical thinking. The World Economic Forum ranks problem-solving as one of the most in-demand skills for the future. 

Leadership & Teamwork – Strong teams drive success. Engaged teams show 21% greater profitability (Gallup), highlighting the importance of leadership and collaboration in GBS. 

4. Customer-Centric Mindset 

GBS is ultimately about delivering value. Employees must prioritize stakeholder experience, both internally and externally. 80% of customers say a company’s service experience is as important as its products (Salesforce), making a customer-first approach critical to GBS success. 

How to Build a Strong Upskilling Strategy 

Recognizing the need for upskilling is just the beginning. The key is implementing an effective strategy that ensures long-term success. 

1. Identify Skills Gaps 

Start by assessing where your workforce stands. Use skills assessments, surveys, and performance reviews to determine strengths and areas for improvement. A study by the National Center on the Educational Quality of the Workforce found that identifying skill gaps early can reduce turnover by 28%—a win for both employees and business performance. 

2. Offer Targeted Training Programs 

A successful upskilling initiative blends online learning, certifications, and hands-on experience: 

Online Learning Platforms – Platforms like LinkedIn Learning and Coursera offer courses tailored to technical and soft skills. Companies using learning management systems for upskilling see a 24% increase in employee engagement (Brandon Hall Group). 

Certifications & Workshops – Formal training in RPA, data analytics, and cloud computing adds credibility and ensures practical application. 

On-the-Job Training – Learning by doing remains one of the most effective methods. Encourage employees to apply new skills in real-time projects. 

3. Foster a Culture of Continuous Learning 

Make learning a daily habit. 94% of employees say they would stay at a company that invests in their career development (LinkedIn 2020 Workplace Learning Report). Promote peer learning, encourage self-paced development, and provide access to industry events. 

4. Leverage Mentorship & Peer Learning 

Pairing employees with experienced mentors accelerates learning. Studies show that mentorship programs improve job performance for 72% of employees (ASTD). Creating a knowledge-sharing culture strengthens teams and fosters growth. 

5. Measure & Adapt 

A successful upskilling program is data-driven. Track employee progress, measure business impact, and continuously refine training initiatives. Companies that track learning outcomes are 34% more likely to see improved business performance (Center for Talent Reporting). 

Final Thoughts: Investing in Upskilling for Long-Term Success 

The modern GBS model is about more than efficiency—it’s about creating a workforce that drives innovation, collaboration, and business growth. By investing in digital expertise, cross-functional knowledge, soft skills, and a customer-first approach, organizations can future-proof their workforce and maximize GBS success. 

Empowering your workforce with the right skills today will ensure your GBS model not only adapts to change but sets the benchmark for success in the future. To hear more insights from our SSO Network please join us for our CX and Service Excellence Virtual Summit.