Epicenter of Excellence

Centralizing APAC Operations: Building a Center of Excellence in Malaysia

With the mission to centralize operations across nine countries in the APAC region, the project involved numerous moving parts. The original coding team established by my predecessor in Vietnam was no longer fit for purpose, prompting a strategic decision to relocate the hub to Malaysia. Leveraging Malaysia’s multilingual advantages, we centralized coding, software development, reporting, and quality control for GfK’s Asia operations in this new location.

I took charge of this initiative, starting with the establishment of a reliable site office and assembling a skilled team in Malaysia. From conducting interviews and hiring all 42 employees to selecting the office space and overseeing its setup, I successfully completed the entire process within just three months.

The next phase involved transitioning personnel responsibilities and processes—a complex endeavor that required meticulous planning to ensure seamless and uninterrupted business operations.

The establishment of the Center of Excellence not only met the business’s efficiency expectations but also became a visible blueprint for future operational hubs within the organization. The success of this initiative paved the way for further efficiencies, including the expansion of outsourced processes to enhance operational performance.