Indian BPM Companies Must Rethink Hiring Strategies, Prioritize the Right Skills, Says Indeed-NASSCOM Joint Report
Transformation of the BPM Sector in India
Delhi: NASSCOM, in collaboration with Indeed, has released a joint report titled “BPM Shifting Gears: Shaping Tomorrow’s Skills and Careers”, highlighting the evolving job landscape in India’s BPM (Business Process Management) sector. The report emphasizes the need for BPM organizations to focus on specialized skills, redefine job roles, and move beyond routine tasks to address complex, strategic challenges. The BPM sector is undergoing rapid transformation, driven by technological advancements, changing client expectations, and new engagement models.
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Growth and Technological Integration in the BPM Industry
India’s BPM sector has seen consistent growth, generating $48.8 billion in revenue as of FY2024. However, the industry is shifting from traditional process management to offering end-to-end transformation solutions. The report highlights the integration of advanced technologies, especially Generative AI, across various functions like finance, accounting, and customer service, which is driving productivity and cost optimization.
Nearly 45% of BPM companies plan to allocate over 12% of their revenue to technology. This investment is expected to grow, with an 8x increase in the number of companies spending above 20% on technology in the next three years. The report also identifies specialized micro-verticals such as loan processing, claims processing, and revenue cycle management as key areas of growth.
Emergence of New Job Roles and Specialized Skills
Over the next three years, technology is expected to accelerate the creation of new job roles within the BPM sector. Emerging roles include:
- Data Scientist Analyst and AI Strategy Director in finance
- HR Data Scientist and Chatbot HR Specialist in human resources
- AI Conversation Designer and Virtual Assistant Trainer in customer services
Existing roles are also evolving, necessitating upskilling in areas like Generative AI, data analytics, and soft skills through certifications and training. Additionally, domain-specific roles, such as loan processing specialist and claims specialist, are gaining prominence, requiring specialized certifications lasting 2-12 months.
Industry Insights from Leaders
Commenting on the report, Sashi Kumar, Head of Sales at Indeed India, said, “The BPM sector in India is rapidly evolving due to the rise of AI and cutting-edge technologies. As automation replaces routine tasks, the demand for specialized roles that require advanced skills in Gen AI, analytics, and process optimization is growing. The future of work will revolve around deep domain expertise, blending technical skills with industry knowledge.”
Harita Gupta, Chair of the NASSCOM BPM Council, added, “India’s BPM sector is transitioning from traditional process management to delivering transformative, tech-driven solutions. Emerging technologies, particularly GenAI, are reshaping the industry and creating new opportunities. BPM organizations must invest in continuous learning and upskilling programs to stay ahead in this rapidly changing landscape.”
Addressing Talent Shortages and Key Challenges
Despite technology adoption driving growth, talent shortages remain a significant challenge for BPM organizations. Nearly 4 out of 5 companies report a widening gap between the demand for skilled professionals and available talent. The report highlights the following challenges:
- 47% of organizations cite a lack of adequately skilled candidates due to rapid technological advancements.
- 45% face data and cybersecurity challenges, particularly with implementing DPDPA (Data Protection and Digital Privacy Act) and dealing with global IT outages.
- 43% are struggling with high attrition rates (25%-30%), which affect operations and client relationships.
- 39% report margin pressures due to intense competition in the BPM industry.
Preparing for the Future: Strategies for the BPM Industry
To overcome these challenges, the BPM industry must adopt several key strategies:
- Partnering with academia to develop specialized programs aligned with industry trends and emerging technologies.
- Building in-house learning platforms offering courses in AI, data analytics, and cross-functional skills.
- Establishing clear career pathways that provide specialization opportunities and mentoring for industry certifications.
- Emphasizing analytical skills among new hires, with a focus on candidates proficient in data interpretation and visualization.
Government support is also essential, with updated academic curricula that incorporate digital skills, Generative AI, and domain-specific knowledge to meet the evolving demands of the industry.
Bridging the Talent Gap
The NASSCOM-Indeed report highlights the critical need for BPM organizations in India to rethink their hiring strategies and prioritize skills that will shape the future of the industry. By investing in upskilling programs, fostering a culture of innovation, and partnering with academia, the BPM sector can successfully navigate the transformative changes ahead and continue to thrive in a tech-driven economy.
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