Human-Led, AI-Enabled GCCs

Category: Future of Work Date: August 2025 Reading Time: 6 min Sources: EY India GCC Pulse Survey 2025, World Economic Forum Future of Jobs Report 2025

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The Human-AI Balance

The conversation about AI in the workplace often swings between extremes: AI will replace jobs, or AI will augment everything. The reality for GCCs is more nuanced—and more interesting.

What the Research Shows

The World Economic Forum's Future of Jobs Report 2025 projects 78 million new jobs globally by 2030, while acknowledging significant workforce transformation. The question is not whether AI replaces humans, but how human and AI capabilities combine.

In GCCs specifically:

• 81% are upskilling internal teams on GenAI (EY GCC Pulse 2025)

• 71% prioritise reskilling as a strategic focus

• Attrition is declining: 13% (2023) → 11% (2024) → 9% (2025)

  The declining attrition suggests that GCCs are successfully integrating AI without triggering the job insecurity that might drive talent away.

  The Human Advantage

  AI is extraordinary at:

• Processing large volumes of structured data

• Pattern recognition in defined domains

• Generating content within parameters

• Automating routine decisions

  Humans remain essential for:

• Judgment in ambiguous situations

• Understanding context and nuance

• Building relationships and trust

• Ethical decision-making

• Creative problem definition

  What This Means for GCC Leaders

  Reskilling Is Not Optional

  81% of GCCs are actively upskilling on GenAI. If your organisation is not, you are falling behind.

  Role Evolution

  Existing roles are transforming, not disappearing:

• Software Developer → AI Software Engineer

• Data Scientist → ML/AI Specialist

• Business Analyst → AI Product Analyst

• IT Operations → AIOps Engineer

  New Roles Are Emerging

  - Prompt Engineering

• Gen AI Product Design

• AI Bias Expert

• AI Trainers

• AI Operations Managers

  The GCC Forum Perspective

  GCC Forum's "Talent → Training → Trust" framework addresses the human side of AI adoption:

• Developing talent that works effectively with AI

• Building leadership for AI-native operations

• Creating cultures that embrace continuous learning

  The future GCC is neither fully automated nor unchanged by AI. It is human-led and AI-enabled.

  Questions for Leaders

  1. What is your reskilling strategy for existing employees?

2. How are roles evolving in your GCC? 3. What new capabilities do you need to build? 4. How are you developing AI leadership? 5. What does human-AI collaboration look like in your functions?

Contact us to discuss talent strategy for the AI era.