Global Business Services and Outsourcing Advisory

KPMG helps operation leaders design and modernize Global Business Services (GBS), Global Capability Centers (GCC), and outsourcing models—powered by AI, built for scale, and focused on enterprise value.

A holistic approach to producing better outcomes

The days of the traditional business delivery model are over. Until recently, business service relationships focused primarily on transactional delivery, fixed service levels, and cost reduction for the back office.

Today, a more holistic delivery model covers the full scope of the organization -- the front, the middle, and the back offices. In this new model, the focus is on shared outcomes, industry specific solutions, continuous improvement and innovation, and business services that impact the entire eco-system of the organization.

Vendors are solution partners. AI-powered tools play a major role in redefining work. Leading global talent is available no matter the geographical location of the organization. Outcomes are about driving overall business growth and value creation, not one-time transactional results.

What operating models fall under GBS?

GBS is the overall framework for business services strategy and implementation. It provides the necessary governance to tie together various elements of legacy shared services, process ownership, GCC and outsourcing to create a suite of services models that address all its challenges and goals.

Agentic GBS – For organizations seeking AI adoption to drive value, this model helps transform the integration of shared services like finance, procurement, human resources and IT.

Key features: An integrated experience that orchestrates value streams across functions, real-time cross-functional collaboration to accelerate decision-making, a personalized end-user experience, enterprise-grade risk management and operational resilience embedded into every workflow, and an agent-human hybrid designed to help deliver maximum value.

Global Capability Center (GCC) – An offshore or near-shore support service model that is fully owned and operated by your company and is focused on long-term goals in areas like IT, finance, engineering, R&D, customer service, and data analytics.

Outsourcing Advisory - Outsourcing is the strategic use of third-party providers to perform services, evolving from a cost-saving tactic to a method for accessing technology-enabled solutions that drive enterprise value. A wide range of services can be outsourced, from back-office functions to specialized processes.

Key benefits: Improved ability to scale, a greater ability to address compliance regulations, a more focused approach to delivery and quality of services, reduced costs, greater consistency and continuity, and improved end-user experiences.

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What is GBS

GBS represent a reimagined, centralized framework for delivering support services across your enterprise. Whether they are delivered on-shore, near-shore, far-shore, or a mixture of some or all, GBS streamlines core front, middle, and back-office services to improve both outcomes and service quality while giving your organization the tools needed to address challenges and scale.

The benefits:

New focus on overall business outcomes, such as customer experience, agility, and growth
Improved service consistency
Greater control over processes
Greater agility to respond to market trends and disruption
End-to-end service delivery framework
More informed decision power

What capabilities define a future-ready GBS model?

AI-First Delivery. AI is playing a transformative role in the future of work. Leveraging AI will help identify new roles, create strategies about how to deliver them, and help manage workflows and service delivery across functions and geographies.

Scalable Capacity. Create flexible capacity using an operational ecosystem of Robotic Process Automation (RPA), vendors, and employees

End-to-end business synergy. Connecting finance, HR, procurement, customer operations, and other parts of your operation together naturally create flexibility to adapt as business needs evolve.

Access to global talent. Finding the perfect business delivery mix can deliver specialist skills, global delivery centers, and domain expertise that may not be available in-house. You’ll also build capacity through embedded teams, training, and knowledge transfer.

Strategic collaboration and co-innovation. Vendors are now trusted transformation partners helping to shape strategies, share risk, and align long-term goals. This can include joint innovation initiatives, shared IP development, products that can be jointly sold to the market, and collaborative roadmap planning.

Robust governance and relationship management. Managed at a senior executive level and ensuring alignment with strategic priorities, KPMG LLP embeds a joint governance model with shared KPIs, strategic steering committees, and transparent performance tracking.

Greater efficiency and cost reduction. While business outcomes are the priority, the centralized nature of GBS, and the introduction of AI-powered automation, also helps reduce operational costs and reduce redundancies while boosting process efficiency.

Why does Global Business Services matter today?

According to SSON Research and Analytics’ 2025 State of the Industry survey, GBS is emerging as the dominant approach to business services delivery for the following reasons:

Business Continuity

GPS is more sustainable than traditional, decentralized, approaches. 93% of respondents say GBS will either continue as is or increase in scope and impact.

Greater Service Scope

GBS organizations are expanding well beyond transactional back-office activities, by providing a wide array of services including IT, analytics, procurement, HR, customer support, and more.

Focused More on Outcomes, not Transactions

Nearly half (49%) of GBS leaders say moving towards core business support is a key focus, up from 29% the previous year. This signals a strategic pivot from transactional activities to those focused more on scale, growth, and value.

GBS is central to driving the enterprise digital agenda: 47% are participating in broader digital infrastructure, and 52% believe Agentic AI is more likely to enable true end-to-end process automation.

How does KPMG help organizations design and implement GBS ?

Designing a future-ready GBS strategy starts with aligning your operating model to the evolving demands of your business. KPMG works with CFOs, CHROs, CIOs, and COOs across the enterprise to build GBS models that are powered by AI and designed to deliver measurable outcomes.

Our team consists of a mix of functional and technology experts who not only understand how to implement GBS, GCC, and outsourcing models, but have deep operational experience in finance, HR, the supply chain, marketing, commercial, and more. They start by conducting a deep diagnostic of your current operations. They assess processes, service delivery structures, and the technology landscape to identify opportunities for how automation and AI adoption can play a critical role in the organization’s vision.

They also target inefficiencies, and governance gaps, benchmarking your current state against leading practice. This helps leadership teams gain visibility into operational efficiency, cost-saving opportunities, reduction of financial and operational risks, and identify the interventions that will accelerate transformation success.

The result is an assessment that presents a clear picture of where your organization stands today, and a blueprint for how work will be performed in the future. The chosen delivery model can span GBS, GCC, or outsourcing, but it can also be a mixture of two or all three.

Either way, the blueprint will detail the design, technology integration, and governance structures that together will represent a tailored GBS strategy that aligns with your business objectives and delivers measurable value. On top of that, we also deliver change enablement support to prepare your people and processes for the transition.

In a recent survey of clients by Source, KPMG was ranked the #1 firm for quality of work and recognized as the leading authority in risk consulting in the US. The firm was also named one of America’s best management consulting firms by Forbes.

1: Source Perceptions of Consulting in the US, 2025
2: Forbes Media LLC, 2025
3: Source Perceptions of Risk Firms in 2024

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