In 2018, Chicago-based consumer credit reporting agency TransUnion, which has been in business for over five decades, opened its first global capability centre (GCC) in Chennai. Since then, the company has expanded its footprint in other Indian cities including Bengaluru, Pune, and Hyderabad.
“The success of our Chennai centre paved the way for us to expand our GCC network to six centres across three continents,” Debasis Panda, SVP and head, TransUnion GCCs (India, South Africa and Costa Rica), told AIM in a recent interaction.
India GCC is the largest, making up over a quarter of the company’s workforce.
The India centres house 55% of TransUnion’s technology talent, 56% of operations personnel, and 39% of analytics experts.
This network, spanning India, South Africa, and Costa Rica, now employs over 4,000 associates and has become integral to TransUnion’s global operations.
“These centres in India leverage local talent to support and enhance TransUnion’s core capabilities, including technology support, data analytics, business process management, and contact centre operations,” Panda explained.
This strategic location allows TransUnion to expand its time zone and language coverage, facilitating global operations and contributing to economic growth in the regions it operates in.
India Team – Global Hub
India is the hub of TransUnion’s strategy, contributing to its global operations. The India GCCs operate as a microcosm of the enterprise, embedding almost every global function within their operations.
These centres provide specialist capabilities across various domains, including product and platform solutions, data science and analytics, system architecture, intelligent automation, and business process management.
“The GCC India plays a pivotal role in TransUnion’s mission to migrate products and services to the cloud, ultimately transforming our operations by enabling streamlined product delivery and faster innovation,” said Panda.
This shift has streamlined product delivery and faster innovation. The India team’s contributions have been instrumental in several modernisation initiatives.
Recently, the team’s work on the OneTru platform, which leverages TransUnion’s data assets, cloud infrastructure, and AI capabilities, has significantly enhanced the company’s ability to deliver comprehensive and compliant consumer insights.
Another achievement of the team is revamping TransUnion’s solution enablement platform. This platform integrates separate data and analytic assets designed for credit risk, marketing, and fraud prevention into a unified environment.
The India team supports internal infrastructure and development platforms. It allows consistent and secure development, deployment, and management of enterprise applications in a hybrid cloud environment.
Leveraging Talent and Expertise
“India’s strong digital skills and infrastructure support a compelling growth and expansion opportunity for us,” explained Panda.
The Indian talent offers a full stack of capabilities, including technology solutions, data science, and business process management. “This expertise allows TransUnion to provide leading-edge capabilities to our clients and colleagues worldwide,” the spokesperson said.
However, due to a limited talent pool and intense competition in specialised areas like AI and ML, the company has introduced specialised initiatives to bolster hiring efforts and retain top talent.
For example, it has implemented a unique talent-focused operating model and a compelling Employee Value Proposition. This includes specialised training programs and a culture of continuous learning. The company also offers programs that support job mobility within the organisation, aiding career growth.
“Our unique operating model and continuous learning culture help us attract and retain top talent,” said Panda.
It also ensures a competitive advantage in attracting and retaining talent through several initiatives. For example, the ‘University Graduate Program’ develops the employment readiness of graduates, while the ‘TU Connect’ program offers comprehensive learning and problem-solving initiatives.
Employee engagement, health and wellness programs, and CSR initiatives enhance employee satisfaction and retention.
Additionally, a transparent internal career mobility framework promotes internal career opportunities, enabling 25% of associates to advance internally each year. These efforts are supported by a strong Employee Value Proposition, competitive benefits, and a flexible work environment.
Similarly, another core principle of the GCC in India is a focus on diversity, equity, inclusion, and belonging (DEIB). “Our focused efforts have resulted in a 10% increase in diversity ratio since 2018, with our current gender diversity ratio at 31%,” Panda highlighted.
AIM Media House is hosting its flagship GCC summit, MachineCon, in Bengaluru, on June 28, 2024. The event will feature over 100 GCC leaders, including Balaji Narasimhan, head of operations and GCC site leader at TransUnion.
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