Global Services Industry urges national action to safeguard Jamaica’s competitive edge

The Global Services Association of Jamaica (GSAJ) is urging bold national action to strengthen Jamaica’s competitiveness in the global services market, warning that increasing international competition has contributed to the loss of approximately 15,000 jobs since the sector’s post-COVID peak, as major global companies shifted operations to more competitive and favourable locations.

Speaking recently at an industry forum, Wayne Sinclair, President of GSAJ, said the sector, which employed more than 60,000 Jamaicans at its post-pandemic peak, has experienced a significant contraction despite remaining one of the country’s largest export industries. He noted that many of the jobs lost were among top-tier global companies that have relocated work to jurisdictions offering stronger incentives, sustained international marketing and enhanced competitiveness.

Despite these challenges, Sinclair said Jamaica remains well-positioned to reclaim its leadership in the nearshore market through a coordinated national strategy focused on skills development, productivity, innovation and stronger public-private collaboration.

Speaking at the same forum, Gloria Henry, JP, Director and former President of GSAJ, said Jamaica’s Global Services Sector has evolved far beyond traditional call centres to become one of the country’s most important export industries, generating more than US$1 billion annually, creating career opportunities for thousands of Jamaicans and supporting a wide network of local businesses, including transportation, telecommunications, security, catering, facilities management and other business support services.

“The time has come for Jamaica to invest strategically in the future skills our people need to compete globally,” Henry said. “We can no longer rely solely on being an English-speaking, nearshore destination. If we are serious about building a digital economy, we must prepare our people with the skills to compete, innovate and succeed.”

Henry noted that the private sector has invested more than 1.2 million square feet in purpose-built facilities across Jamaica, demonstrating long-term confidence in the country’s potential. She said that as technological change accelerates and global competition intensifies, Jamaica must reposition itself to compete in higher-value, technology-enabled services.

She renewed the Association’s call for the establishment of a National Future Skills Academy to equip Jamaicans with advanced digital, technical and language skills needed to support the next generation of global services, logistics and the wider digital economy.

Supporting the Association’s call, Yoni Epstein, CD, Founder and CEO of Itel and also a GSAJ Director, said Jamaica must once again become more visible in the international marketplace.

“We need to start selling Jamaica again,” Epstein said. “We’re still a leader in the nearshore region, but we’re no longer as visible in the markets as our competitors. Countries are investing aggressively in marketing, skills development and incentives, and Jamaica must do the same if we are to protect our investments and grow this industry.”

Epstein noted that while artificial intelligence is reshaping the global services landscape, Jamaica’s immediate priorities must be improving productivity, expanding workforce skills and restoring the country’s visibility as a preferred nearshore destination. He stressed that stronger ministerial engagement and sustained international promotion are essential if Jamaica is to compete effectively with countries that are investing heavily to attract new business.

Both industry leaders emphasized that protecting the Global Services Sector is about far more than preserving jobs. It is about safeguarding one of Jamaica’s most important export industries, protecting billions of dollars in private investment and preparing the country’s workforce for the future.

“This industry has shaped thousands of careers, transferred global knowledge and technology to Jamaica, and created opportunities for young people entering the workforce,” Henry said. “The countries that will lead the future are those that invest in their people. Jamaica has the talent. Now we must make the investment to secure the next generation of growth.”

GSAJ is calling for stronger collaboration between government, industry and educational institutions to expand international marketing, accelerate workforce development and position Jamaica as the Caribbean’s premier destination for high-value global services and digital innovation. The Association believes that with bold national action, Jamaica can reverse recent job losses, protect existing investments, attract new opportunities and create the next generation of careers in the global services sector.