Reskilling for Digital Roles: The Key to GBS Transformation in Malaysia

How GBS Leaders Can Future-Proof Talent and Drive Operational Excellence 

As Global Business Services (GBS) continue to shift from transactional support to strategic value creation, one challenge remains at the heart of every transformation.

How do we upskill our GBS workforce for the digital era? 

For companies running or planning to establish GBS hubs in Malaysia, reskilling is no longer optional—it’s the foundation of long-term success. 

Why Reskilling Matters in Today’s GBS Environment 

Digital transformation is redefining roles across Finance, HR, Procurement, and IT. 

GBS leaders are expected to deliver faster, smarter, and more personalized services—with technology and talent working hand in hand. 

Here’s what’s driving this shift: 

• Rapid adoption of automation and AI copilots 

• Demand for real-time analytics in decision-making 

• Rising expectations for digital employee experience 

• A global shortage of digital-ready GBS professionals 

Bottom Line: Many GBS centers in Malaysia already have the people—they just need the right digital skills mix. 

The Emerging Digital Roles in GBS 

Reskilling in GBS is about aligning your talent with new digital capabilities—not just technical tools. 

Here are six high-demand roles shaping the future of GBS: 

Role	Key Focus
Citizen Developer	RPA, Power Platform, UiPath
Process Intelligence Analyst	Power BI, Tableau, Celonis
Digital HR Business Partner	Employee experience, HR tech enablement
Procurement Intelligence Lead	Spend analytics, ESG, supplier risk
AI Copilot Trainer	Prompt engineering for GenAI tools
Change & Adoption Specialist	Driving user adoption of digital tools

These roles don’t always require new hires—they can often be developed through strategic internal upskilling. 

Malaysia’s Advantage: Local Talent with Global Potential 

Malaysia remains a preferred GBS location in Asia due to: 

• A strong multilingual, multicultural workforce 

• The presence of global GBS hubs (KL, Penang, Cyberjaya) 

• Public-private upskilling initiatives (e.g. MDEC Digital Up, HRD Corp) 

But even in mature hubs, many organizations lack a structured reskilling roadmap—leaving them vulnerable to talent stagnation and transformation delays. 

Getting Started: First Steps for GBS Leaders New to Reskilling 

If you're unsure where to begin, here are three practical starting points to launch your digital reskilling journey in Malaysia: 

1. Map Role Evolution – Identify how traditional roles are changing due to automation, analytics, and AI. Focus on functions like Finance, HR, and Procurement. 

2. Run a Skills Gap Assessment – Use simple diagnostic tools or surveys to assess your team's current digital competencies. 

3. Start with Pilot Programs – Introduce microlearning paths, tool sandboxes, and peer coaching groups to build momentum. 

Organizations that embed reskilling into their operating model—not as a one-off L&D initiative—see better performance, higher engagement, and improved retention. 

Real-World Examples of Reskilling in GBS 

Here are examples of how organizations are embracing digital reskilling across their GBS functions: 

1. Finance GBS: Microsoft Reskills Finance Professionals for Analytics 

Microsoft, in collaboration with EY, undertook an AI-led transformation of its finance organization. Through the introduction of AI copilots like Replay AI and Finance Launch AI, Microsoft reskilled its finance professionals to focus on Power BI analytics, scenario modeling, and strategic storytelling. 

Reskilling Focus: 

• Power BI and self-service analytics 

• Predictive modeling and what-if analysis 

• Natural language AI assistants for finance users 

Outcomes: 

• Eliminated hundreds of manual reports 

• Reduced reconciliation cycle time by ~50% 

• Reduced manual tax-preparation workload by ~70% 

Sources: 🔗 EY Case Study on Microsoft Finance Transformation 🔗 Microsoft Learn – Power Platform in Global Finance 

2. HR GBS: Unilever Reskills Workforce for Operational Excellence in Digital GBS 

Unilever's latest digital transformation journey places significant emphasis on upskilling talent within its GBS organization, especially in HR operations. The company has introduced intelligent automation, process mining, and advanced analytics as core components of its transformation strategy. HR teams are being reskilled to leverage these tools for enhanced employee experience and service delivery. 

Reskilling Focus: 

• Intelligent automation and process optimization 

• Digital HR operations using analytics and integrated platforms 

• Continuous improvement and agile service delivery models 

Outcomes: 

• Faster turnaround for HR service requests 

• Streamlined employee lifecycle processes 

• Greater alignment of HR services with business strategy 

Source: 🔗 Unilever – How Unilever’s Digital Transformation Is Driving Operational Excellence (2025)  

3. Procurement GBS: Schneider Electric’s Citizen Developer Program 

Schneider Electric launched a global citizen developer program using SnapLogic, training non-technical GBS staff to build integrations and automate procurement workflows. 

Reskilling Focus: 

• Low-code/no-code development 

• Workflow automation 

• Decentralized innovation through business users 

Outcomes: 

• 60+ automations created by citizen developers 

• Over 10,000 hours of annual time savings 

Source: 🔗 SnapLogic Case Study – Schneider Electric 

AGOS Asia: Reskilling Partner for GBS in Malaysia 

At AGOS Asia, we support GBS leaders in Malaysia through tailored reskilling programs and digital capability assessments. 

Our solutions include: 

1. Digital Talent Readiness Tool Evaluate workforce readiness for roles in automation, data, and AI 

2. Function-Specific Upskilling Roadmaps Custom learning pathways for Finance, HR, Procurement, and IT 

3. Hands-On Workshops & Tool Labs Practical sessions on process automation, and citizen development 

4. Integrated Reskilling with Transformation Strategy Align L&D with GBS operating model, KPIs, and transformation timelines 

Best Practices for Reskilling Your GBS Workforce 

From a GBS consulting perspective, reskilling programs succeed when they’re embedded into operating models—not treated as side projects. 

Here’s what works: 

1. Role Redefinition: Start by mapping how job roles need to evolve

2. Microlearning & Certifications: Use bite-sized learning pathways tied to real outcomes (e.g., Microsoft, UiPath, PMI)

3. Digital Labs & Sandboxes: Let employees test automation or analytics tools in low-risk environments

4. Communities of Practice: Encourage internal peer coaching and cross-functional sharing

5. Leadership Buy-In: Leaders must champion digital growth, not just sign off on L&D budgets 

Final Thoughts 

Digital transformation isn’t just about new technology—it’s about enabling your people to evolve alongside it. 

If your GBS or Shared Services center is aiming to improve process excellence, reduce dependencies on manual work, and elevate user experience, then reskilling for digital roles must be a core strategy. 

Ready to build your GBS workforce of the future? 

Visit www.agosasia.com 📩 Or reach out to schedule a digital reskilling consultation with our GBS transformation consultants.