BPM Shifting Gears: Shaping Tomorrow’s Skills and Careers

This report aims to provide an overview of the transformative shifts in the BPM industry and its impact on the emergence of new skills, and the transformation of the job landscape. At the forefront of this transformation is Generative AI, which is revolutionizing how BPM services are delivered across industries. These advancements present challenges in terms of talent acquisition and development. To overcome this, BPM companies must recalibrate their hiring strategies to plan for emerging job roles that require both technical and domain-specific expertise. The report also offers insights and recommendations to help BPM leaders navigate the complex landscape and capitalize on the opportunities that lie ahead.

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Key Findings

BPM industry in India is growing at a steady rate and reached almost $49 Billion in FY24
Export market continues to dominate the Indian BPM industry
BPM organizations are expected to significantly increase their spend on technology over the next 3 years

BPM organizations have transitioned from process management to end-to-end transformation solutions o
Technology integration led by Gen AI is increasing across all functions, with F&A and customer service leading the adoption curve
Transitioning beyond traditional pricing to outcome-based pricing model
Emergence of micro-verticals such as Loan Processing, Claims Processing, Revenue Cycle Management etc.
Platform based services likely to contribute 2-3x in revenue share over the next three years

Contact Centre transformation: Gen AI integration is significantly transforming contact centers enabling enhanced authentication, interactions, and follow-ups across support channels.
Back-Office transformation: Gen AI is rapidly gaining traction across BPM processes with companies leveraging it for greater productivity and cost optimization.

Over the next three years, technology is expected to significantly accelerate the emergence of new job roles across BPM functions
Domain centric job roles are emerging, emphasizing the need for specialized knowledge and skills to address the complex challenges faced across industries

Primary challenges faced by the Indian BPM industry include lack of skilled talent pool
Action items to become ‘Skill Ready’ to navigate transformational changes in the BPM industry include partnering with educational institutions, creating in-house learning platforms and enhancing career development amongst others.

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