Interview: Emma Taylor, the Global Delivery Hub Lead

Emma Taylor has joined bancon as the Global Delivery Hub Lead, and brings over a decade of experience in large-scale digital transformation programmes, specifically across the financial sector. With a background in technology, business management consultancy, and delivery leadership, she has worked extensively with major global banks, often overseeing complex tech upgrades and data migrations. Now at bancon, she plays a pivotal role as part of the global leadership team, leading the India-based Global Delivery Hub. We spoke with her to find out more.

Tell us about your background and how you got into Financial Services and Delivery?

My interest in financial services really started while I was at University studying Economics. I knew I wanted to build my career in the sector, and began as a management consultant, initially working on digital transformation projects. I had a short stint in the public sector, but I quickly realised my passion was in financial services and tech change.

From there, I worked across a number of consulting roles, but things really clicked when I took on a delivery manager role at a large global bank. That’s where I built the delivery skillset and found that it suited my strengths really well. Over the years, I’ve worked across Open Banking, Payments, Data Migrations, and IT Operating Models - most of which are large, complex programmes.

A big part of my experience has been leading delivery and testing teams across India, Poland, and the UK. I’ve learned how to align delivery standards and team capabilities with what clients actually need and that combination of transformation leadership and global team management has really prepared me for my role here at bancon.

Tell us more about your current role at bancon.

I lead bancon’s Global Delivery Hub (GDH) which is based in India, and I’m part of the global leadership team. There are a few different sides to my role, but the one I enjoy most is the people side. I’ve always loved the human element of consulting, so it was important for me to take on a role where I could continue that.

Day-to-day, I manage the internal team, everything from HR matters and performance reviews to supporting people with career development. I’m also building out the operational structure that allows the team to work cohesively and to a high standard.

I’m client-facing too, which I really enjoy. I work closely with clients to understand what they need, and then make sure we’re putting together the right team to meet those needs. Internally, I help deploy that talent across our global programmes and support the leadership team during pitch discussions - especially where the GDH can add real value.

Finally, I focus on maintaining and continuously improving our delivery standards. We’re big on upskilling, whether that’s formal SAP certifications, online learning, or knowledge-sharing sessions via our internal ‘meet the expert’ sessions.

How do clients typically engage with the Global Delivery Hub?

There’s no one-size-fits-all approach, that flexibility is one of our strengths. All engagements start with our local bancon teams in the UK, Germany, or South Africa. From there, they loop in the GDH. What’s different about our model is that I’m involved from day one, alongside the local teams and the client, so I can understand exactly what’s needed.

We act as ‘one team’ and that’s key. We listen to what the client wants and build project teams based on skills, availability, scale, and budgets - not just where someone’s located. India gives us access to a huge pool of talent so naturally it’s a great way to scale fast, without compromising on delivery quality thanks to our seasoned workforce and focus on learning, training and self-development.

And we’re not just using the Hub as a typical offshore resource pool. Our India team shares accountability for delivery, which avoids the usual pitfalls you see in other offshore models. Everyone involved has ownership, which really improves outcomes.

What sets the Global Delivery Hub apart from offshore models at other companies?

Quite a lot, actually! Here are a few big ones:

1. Competencies – Every Global Competency Lead has a counterpart in India. This helps us manage skills consistently, tackle capacity gaps, and ensure everyone keeps learning and developing. It also ensures our India based colleagues can specialise and master a business area in the same way our on-site delivery team can – increasing the quality of outcomes delivered while also providing colleagues with a career pathway that goes beyond only mastering the technology.

2. Central delivery and people management – The Hub is run centrally from Europe, where most of our delivery income is generated. That means it’s fully integrated with delivery across the business, not siloed or treated separately. It helps us focus on outcomes, not locations.

3. Involvement from start to finish – Our teams aren’t just handed tasks. They’re involved in deal initiation, delivery, and aftercare. That alignment with local teams means smoother collaboration and better use of talent.

4. Leadership visibility – Even though India doesn’t manage its own clients directly, the Hub has full representation in global leadership discussions. That means we help shape strategy and make sure our delivery centre evolves with the wider business.

What’s next for the Global Delivery Hub?

We’re focused on growing in a few key areas. One priority is scaling the team across our core capabilities: Payments, Core Banking, Lending, and Finance, so we can meet increasing client demand and build deeper expertise in these domains.

We’re also working to expand our 24/7 delivery model. With teams operating across different time zones, we have the opportunity to offer true round-the-clock delivery and managed service support, which is a real advantage for global programmes.

Another big focus is tapping into new markets, particularly in the APAC region. Thanks to time zone alignment, we’re aiming to provide fully India-based delivery for clients there, either directly or through our partners. All of this ties back to our goal of continuing to evolve the GDH into a high-performing, globally integrated engine for bancon’s delivery success.

Finally, what attracted you to the role at bancon?

Honestly, it was the culture. I’m a real people person, so joining a ‘people-first’ organisation appealed to me. The team here is friendly, driven, and genuinely supportive, it’s got that small-company feel but with global reach.

I love that I get to help shape and grow the GDH. The company is scaling fast, and that means there’s room for the whole team to grow. Since I joined, my role has already expanded. I’ve had the chance to be involved in contract negotiations, HR policies, and benefits, which I wouldn’t have touched in a larger organisation.

I’m accountable for the decisions I make, and I enjoy that sense of ownership and entrepreneurial freedom. And above all, I get to support our people to thrive and do their best work - and that’s the most rewarding part of all.

Find out more about the Global Delivery Hub.