Process Competencies

Client Engagement Model

GLT has developed a Collaborative Engagement Model to ensure value-added engagement with its customers. The important elements of the engagement model are as follows:

Project Management

The Project Management Life Cycle (PMLC) covers project initiation, estimation, planning, tracking, and reporting right up to the project closure. Best practices in Project Management are leveraged at all interaction levels with the customer. These include the relationship management, solutions consulting (business and technical) and delivery.

Standards and Procedures

GLT defines and disseminates standards and processes for development, documentation, configuration management, quality assurance and testing. GLT adapts to the HSBC Group policies and standards, and introduces industry best practices to raise the bar on an ongoing basis.

Relationship Management

GLT Relationship Management Unit (RMU) is developed for smooth, effective and prompt co-ordination between the customer and the GLT associates. The RMU has evolved into an interaction framework, where the relationship managers (RMs) act as the single-point-of-contact for all the matters relating to off shoring. They team up with the IT managers on the customer side for implementation of the Right-shoring approach.

Onsite Coordinator (CEM/ONC/ODC)

The Onsite Coordinator is another link between the onsite and offshore teams at specific project and initiative levels. The OSC plays an engineering-cum-management role at a project level. The Onsite Coordinator also provides administrative support to the onsite GLT teams.