Read how Hexaware built a scalable global capability center (GCC) that reduced contractor costs by 83% while enabling faster, high-quality delivery across core technology functions.
Client
US-based mid-market financial services provider focused on non-prime lending
The client is a US-based, mid-market financial solutions provider focused on serving non-prime consumers through tech-driven credit solutions. It leverages advanced data analytics and machine learning (ML) to deliver responsible and accessible financial products at scale.
With a strong push towards innovation and expansion, the company aimed to grow its bank partnerships, differentiate its offering, and support long-term business scalability.
Challenge
Transitioning from outsourced delivery to a scalable in-house global model
The organization had previously relied on an Eastern European outsourcing strategy that delivered high-quality talent but had become increasingly unsustainable due to rising costs and limited scalability.
The leadership set out to build a more cost-effective, scalable delivery structure while ensuring stronger alignment with the company’s culture and long-term strategic goals.
India emerged as a viable destination, but the organization lacked the on-ground expertise to set up and operationalize a global capability center (GCC)—including talent acquisition, infrastructure setup, and compliance. This led to the need for a strategic partner to accelerate the transition while minimizing execution risks.
Solution
Designing and operationalizing a GCC with a structured BOT approach
Hexaware and SMC Squared implemented a structured build-operate-transfer (BOT) model spanning three years to establish the GCC. We designed a comprehensive resource roadmap and a tiered pricing model to reduce contractor expenses while improving quality and speed of delivery. By using recruit-to-fit talent for specific technical capabilities, we helped the organization meet savings goals across IT.
Key elements of our solution
- Phased capability build-out roadmap
- Targeted talent acquisition strategy
- Scalable operating model
- Fully managed GCC setup
Timeline
- Year 1: Establishing a strong foundation in application development, infrastructure, technical operations, automation, data engineering and analytics, and access management through the recruitment of high-tech talent.
- Year 2: Expanding into data science and predictive analytics, mobile applications, and customer solutions, and maturing DevOps capabilities to increase agility and support business growth.
- Year 3: Extending capabilities across enterprise data and analytics, DevOps, and business services support, including HR and finance.
The client’s GCC was created using an all-inclusive, transparent cost structure with no hidden costs, covering network hardware, laptops, office space, and a full support team for recruiting, HR, finance, and IT.
We also designed and built a 14,391 sq. ft., branded office environment to support 144 employees in India with the same brand identity as the client’s US offices. This dedicated workspace and employee and skill development programs helped improve the quality of work.
Within a short period, the GCC built a strong, collaborative relationship with its US stakeholders and positively impacted business outcomes by leveraging cutting-edge technology, tools, and processes.
Hexaware’s collaboration with the client on data analytics continues to drive significant advancements in technology, product development, and employee engagement, solidifying our client’s position as a leader in innovation.
Benefits
Measurable impact across cost, quality, and operational efficiency
- 83% reduction in contractor costs
- 65% improvement in the quality of work
- Zero upfront investment required to establish GCC operations
- Faster capability scale-up across technology and business functions
- Improved alignment between global teams and business outcomes
Summary
BOT GCC that delivers outcomes—not just capacity
Many GCCs are operational but not optimized for measurable impact. Hexaware’s partnership with a US-based mid-market financial services provider highlights how a structured, execution-led model and cost-reduction strategy can deliver efficiency, improve quality, and lay a foundation for long-term growth.
Through a BOT GCC model, we helped the client build a cost-effective, scalable in-house delivery structure, with a GCC in India that delivered an 83% cost reduction and a 65% improvement in work quality, with zero upfront investment.
Build a GCC that delivers real outcomes—not just capacity. Hexaware’s BOT-led model helps you reduce costs, scale faster, and operationalize a high-performance global capability center.
Learn more about our GCC models by visiting our GCC page.
Disclaimer: This content was originally posted on/has been sourced from SMC Squared (now a part of Hexaware).
