Q: Please elaborate on the functions of GSSC KL.

A: GSSC KL is a strategic partner to the Standard Chartered Group through the provision of a wide range of services from software development to wholesale to consumer banking operations, IT and helpdesk services.

Established in 2001, GSSC KL comprises Scope International Malaysia and IT-365 Malaysia, both wholly-owned subsidiaries of Standard Chartered Plc, UK.

In terms of software development, GSSC KL’s International Software Centre Malaysia (ISCM) supports the group across its global markets. Presently, the Standard Chartered Bank operates in over 70 countries worldwide. ISCM is the largest software development centre in Malaysia.

GSSC KL also supports the group’s wholesale and consumer banking operations across 15 countries in Asia and the Middle East. Through IT-365, we provide IT services, data centre operations, IT security management and service quality services to over 40,000 Standard Chartered staff in Asia.

Q: What are the key challenges for GSSC KL in delivering its services?

A: The Standard Chartered Group is experiencing robust growth globally. The GSSC needs to expand exponentially to support that strong growth. At present, we have a staff strength of 2,200 in GSSC KL. We intend to double that number to 4,000 within two years and achieve 4,500 staff by 2011.

In the second half of this year, GSSC KL will be launching the Scope International Malaysia Academy (SIMA), which will become the nucleus of our talent development initiatives to develop resources for all our IT and banking operations divisions.

We are in discussions with tertiary educations and the Government to offer more ICT training courses. We are also expanding the International Trade programme to include specialisations in forex and money markets, securities services, credit and loan administration, and risk management.

At Standard Chartered, we take people development seriously. Last year alone, GSSC KL invested RM4.8 million in training and development.

Q: Malaysian companies are trying hard to gain a foothold in the global shared services and outsourcing (SSO) market. From your point of view, how are we faring?

A: Malaysian SSO companies have the capability to compete globally. As a relatively new ICT cluster in the country, they need a good branding and marketing strategy to publicise their services in targeted markets better.

Greater awareness is crucial for continued business growth. Besides marketing areas of core expertise, the country itself is a remarkable value proposition for their customers, in terms of the availability of multilingual resources, low cost of doing business, excellent infrastructure and strong Government support.

Q: What would you suggest for Malaysia to grow its SSO industry effectively?

A: Besides branding and marketing their services well, the Malaysian SSO industry needs a steady stream of good talent. Industry-focused courses, developed through collaborations between academia and the private sector, will help ensure a pool of skilled workers for industry. Combined with practical training attachments, industry-relevant modules built into the academic course will guarantee a staff force ready for industry immediately after graduation.

Aligned with this, academic and training courses should equip participants with knowledge and skills for high-value jobs.

Due to in-country population constraints, Malaysia should swiftly make the switch from low-skill jobs such as data-entry and call centre positions to move up the value chain of the SSO business, where returns are much higher.

To further boost the growth of start-ups and foreign investments in the SSO/ICT sector, we could start thinking about declaring the whole of Kuala Lumpur and Petaling Jaya as MSC Cybercities, taking into view the excellent urban infrastructure which is readily available.

Biodata

Arif Siddiqui was promoted as head, GSSC KL from a previous role heading GSSC KL’s International Software Centre.

In his free time, he enjoys cricket, fishing and theatre performances.