Malaysia's US$7B GBS sector pivots to AI-driven redesign
What happened
Malaysia's Global Business Services (GBS) sector is entering a new phase as artificial intelligence reshapes finance and business operations. The industry now comprises around 750 companies, with revenue on track to reach roughly US$7 billion (RM28 billion).
AI is accelerating the evolution of GBS from cost-saving shared-service centres into broader operating models. The challenge for organisations is moving beyond deploying new tools to redesigning processes, roles, and operating models for measurable business value.
Why it matters
Malaysia's GBS workforce has grown from about 20,000 professionals in the early 2000s to more than 150,000 today. The sector has created 36,600 new high-value jobs since 2021 alone.
This positions Malaysia among the top three GBS locations globally, said Chang Te Sheng, head of digital at AGOS Asia. The industry must redesign workflows and upskill talent, not simply adopt new technology, to sustain the shift from cost savings to enterprise value.
The summit focus
The AGOS GBS Summit 2026 returns for its ninth edition on Sept 10 at the Sheraton Petaling Jaya Hotel. The theme is "Rethink. Redesign. Rewire. — GBS for Humans and AI Tomorrow."
The full-day summit will bring together more than 300 delegates and over 10 international GBS, finance, and technology leaders for panel discussions and peer roundtables. It is organised by AGOS Asia and supported by ACCA, ICAEW, and AICPA & CIMA.
Key themes and tracks
The programme is structured around three tracks: Process, People, and Technology. These examine what drives AI transformation, how to build human capability within AI-ready teams, and how GBS leaders should evaluate AI tools in areas including return on investment, data privacy, and cybersecurity.
The "Rethink, Redesign, Rewire" framework involves auditing operational structures and governance, establishing a process-first foundation before automation, and aligning roles for human-AI collaboration.
Regional context and speakers
The shift is happening across GBS hubs in Singapore, Indonesia, and Vietnam, said Chang. The 2026 speaker lineup includes senior leaders from AstraZeneca, Shell Malaysia, McKinsey & Company, Dutch Lady Milk Industries, L'Oréal, Warner Music, IBM, BASF, and Novartis.
"AI is moving quickly, but the organisations that will get it right are those that keep human judgement at the centre of how they adopt and apply it," said Rafidah Jumal, vice-president of Transformation, Digital & Controls at Shell Malaysia.
Impact on Malaysia
Malaysia's GBS sector is a key pillar of its digital economy, and this summit underscores its regional leadership. The event expects delegates from GBS and shared-services leadership, finance, and transformation functions from Malaysia and Singapore.
"Across the region, finance teams are moving from talking about AI to deploying it," said Bruno Calo Fernandez, head of Global Financial Services APAC at AstraZeneca. A practitioner-led summit is an ideal forum for sharing lessons.