Challenge
Advancing GBO skills to advance the business
The company's global business operations set out to unlock competitive advantage and growth from its operating model. But the GBO needed to run like a business – faster, more agile, and more efficient in how it served customers, suppliers, and employees.
But there were barriers. New hires were taking too long to become operationally competent within GBO towers. And the company lacked a structured framework for training, upskilling, and reskilling, which slowed workforce mobility and growth.
It pushed for more. The goal was to futureproof its workforce by cultivating trilingual skills across functional, professional, and digital areas. To make this happen, it had to embed continuous learning into workflows and encourage leaders and subject matter experts (SMEs) to actively drive skill-building. And it turned to Genpact to radically rethink its GBO learning framework.
Solution
A high-impact learning model to build agility and expertise
We partnered with the drinks company to deliver a tailored, data-driven learning solution using Genome, Genpact's cloud-based learning platform that defines roles, maps skills, and drives continuous learning to transform employees' learning journey.
Our work began with a talent maturity assessment using our Genome capability maturity model. This comprehensive review included skills inventory, benchmarking, and gap analysis, helping us identify critical capability requirements.
Using a human-centered design approach to learning transformation, we defined over 40 essential skill sets, spanning functional expertise, digital literacy, and relationship management to enable well-rounded competency growth. We then integrated them into more than 20 custom learning plans aligned with the organization's goals.
To make learning stick, we created personalized learning pathways. These pathways flowed seamlessly into employees' daily work, blending real-world applications with adaptive, engaging content. Our Genome operating model guided the implementation of flexible technology solutions for smooth delivery and operational excellence.
We also built a collective intelligence model that transformed how knowledge flowed within the company's GBO. By uniting service owners, business SMEs, and knowledge and community managers, it broke through organizational silos, enabling the seamless flow of expertise, driving collaboration and a strong culture of shared ownership.
By embedding reusable content assets and robust knowledge management systems into daily workflows, we laid the foundation for a learning ecosystem that met the company's immediate challenges and delivered long-term agility.
Impact
Learning faster and deeper
The company aimed to fast-track GBO workforce readiness and boost operational efficiency. With Genome, we delivered value by:
Creating more than 39,000 learning hours – triple the previous year – for over 1,400 learners
Enabling learners to complete more than 1,150 immersive learning journeys and deepening their expertise
Rapidly upskilling over 100 graduate hires, creating a highly capable, agile, and resilient workforce
By rethinking the GBO's approach to upskilling and onboarding, we didn't just improve learning – we reshaped the culture as employees embraced continuous learning. The GBO became a powerhouse of innovation, equipped with cutting-edge skills, aligned with strategic priorities, and ready to lead the way into the future.
This is what happens when you turn learning into action and progress.