Advisory - GCC Build & Transfer - CX Horizon Services

The offering

GCC Build & Transfer.

A time-bound engagement structured to end in client ownership of a fully operational capability center in the Philippines. CX Horizon Services stands up the entity structure, systems, workspace, and team, runs the operation to stability, and transfers people, IP, and operations to the client’s own legal structure. The people who build the capability are the people who run it.

Who it’s for

Organizations that want:

Long-term operational independence, not permanent reliance on a BPO or EOR partner.
A dedicated capability center under their own brand, controls, and governance.
A structured path to owning the team without building the offshore setup function in-house.
Speed to first hire without the compliance risk of doing it themselves.

Delivery methodology

Five stages, mandate to running operation.

A single accountable program takes the center from mandate to a client-owned operation across every function. Timelines shown are indicative and are refined during Align.

01 · Align

Scope and mobilize the program.

~2–3 weeks

Scope and end-state confirmation workshops across operations and enabling functions. Success criteria and KPIs. Ownership and entity decision. Governance, RACI, and risk baseline.

OutputsEngagement charter · Scope baseline · Governance model · Integrated program plan.

02 · Design

Blueprint the operating model.

~4–6 weeks

Target operating model and org design for every function. Process design across operations, HR, finance, IT, procurement, and facilities. Systems architecture. Policy suite. Controls framework. Site, IT, and telephony design. Hiring plan. Entity and PEZA path.

OutputsDesign blueprints · Org structure and JDs · Systems and infrastructure design · Policy and controls pack.

03 · Build

Stand up the environment and team.

~3–5 months

Entity registration. Site fit-out. Network, compute, and telephony deployment. ERP and application configuration. Recruit and onboard department leads, then teams. SOP creation and end-to-end training across every function.

OutputsLive environment · Staffed teams · Configured systems · SOPs and training complete.

04 · Operationalize

Ramp to steady-state performance.

~1–3 months

Go-live. Ramp to steady state. SLA, quality, and productivity stabilization across every function. Controls assurance and audit readiness. Hypercare and issue resolution.

OutputsStable operation at SLA · Controls signed off · Readiness certified for transfer.

05 · Transfer

Hand over to client ownership.

Program-defined

Knowledge, process, and IP handover. Entity and employment transfer. Department leads transition into permanent GCC function heads. Post-transfer support and stabilization.

OutputsRunning operation under client ownership · Retained leadership · Defined support plan.

The differentiator

The people who build the capability are the people who run it.

For every function, CX Horizon Services hires a department lead who builds the capability during implementation and transitions into the ongoing GCC head of that function at transfer. Institutional knowledge does not walk out the door at handover.

Operations & Service Delivery

Builds: Process design, ramp, SLAs, MIS
Operates as: Head of Operations

Human Resources

Builds: HR operating model, policies, ER
Operates as: Head of HR

Finance & Accounting

Builds: R2R, P2P, O2C, controls, FP&A
Operates as: Head of Finance

Information Technology

Builds: Infrastructure, network, service desk
Operates as: Head of IT

Systems (Oracle HCM & ERP)

Builds: Application config, integrations
Operates as: Head of Systems

Procurement

Builds: Sourcing, vendor onboarding, P2P
Operates as: Head of Procurement

Facilities

Builds: Site fit-out, physical security
Operates as: Head of Facilities

Information Security

Builds: Controls, audits, incident response
Operates as: Head of InfoSec

Workforce Management

Builds: Forecasting, scheduling, real-time
Operates as: Head of WFM

Training & Quality

Builds: Curriculum, certification, QA
Operates as: Head of Training & Quality

Payroll & Benefits

Builds: Gross-to-net, statutory, benefits
Operates as: Payroll & Benefits Manager

Talent Acquisition

Builds: Sourcing, hiring ramp, onboarding
Operates as: Head of Talent Acquisition

Documentation and SOPs

Everything the receiving entity needs to run.

Implementation and design documentation

Target operating model and org design across every function
Entity, PEZA/BOI, and registration plan
Workspace, IT infrastructure, and telephony design
Systems architecture and integration map (HRIS, ERP, ITSM)
Function-by-function process designs
Job descriptions and role matrices
Hiring and ramp plan; workforce plan
Compensation and benefits framework
Policy suite and employee handbook (DOLE-compliant)
Controls matrix, RACI, and governance charter
Risk register; business continuity and DR plan
Reporting and dashboard specifications
Transfer and handover plan; readiness checklist

Operating playbooks and SOPs, by department

Operations: process SOPs, quality/QA, escalation, MIS and reporting
Human Resources: hire-to-retire, employee relations, on/offboarding
Payroll & Benefits: gross-to-net run-book, statutory calendar, benefits admin
Finance & Accounting: R2R, P2P, O2C, FP&A, treasury, intercompany
Information Technology: service desk, access management, infrastructure and change, telephony
Procurement: sourcing, vendor onboarding, PO-to-invoice, contracts
Facilities: workspace ops, physical security, health and safety, BCP
Information Security: access control, incident response, audit and compliance
Workforce Management: forecasting, scheduling, real-time management
Training & Quality: curriculum, certification, calibration, QA framework

Scope boundary

What CX Horizon delivers, and what sits with external counsel.

Delivered by CX Horizon Services

Operating model, org design, and process architecture
Systems, infrastructure, and telephony deployment
Site selection, fit-out, and physical security
Recruitment, hiring ramp, and department leadership
SOPs, policy suite, and controls framework
Program management across all five stages
Interim employment structure until entity is operational
Knowledge, process, IP, and employment transfer

Coordinated with external counsel and specialists

Entity incorporation in the Philippines
PEZA / BOI registration and incentive filings
Philippine labor law and DOLE compliance opinion
Tax structuring and cross-border tax advice
Regulated-industry licensing where applicable

CX Horizon Services works alongside the client’s chosen legal, tax, and PEZA counsel. Referrals to specialist counsel are available on request.

Build your Philippines capability center. Own it when it’s ready.