talent demand rise in bpo/ites sales, qc and customer...

HY-II 2016 17

HALF-YEARLY RECRUITMENT REPORT-II

INDIA’S BPO/ITeS industry saw sluggish hiring in Jan-Jun 2016, witnessing a drop of 1 per cent in this period. The IT-BPM sector continued to be one of the largest

employers in the country directly employing nearly 3.5 million professionals, adding over 2,30,000 employees, according to NASSCOM. The domestic IT-BPM market is rapidly approaching the USD 50 billion mark, says the NASSCOM report. Opportunities are thus available for professionals across various specialisations and experience level with middle level hiring witnessing maximum talent demand. Professionals with skills in project management, quality control, voice and blended processes, financial, risk and credit analysis are in huge demand. In FY2016, NASSCOM expects the industry to add revenues of USD 20 billion to the existing industry revenue of USD 146 billion. Export revenues for FY2016 is projected to grow from 12 to 14 per cent and reach USD 110-112 billion. Domestic revenues (including ecommerce) for the same period may grow at a rate of 15-17 per cent and is expected to reach USD 55-57 billion during the year.

Talent demand rise in BPO/ITeS sales, QC and customer support

Market average and demand

110

100

90

80

70

86

79

92

83

Jan 16 Jun 16

Demand

Market Average

n Demand continues to be high for sales and business development roles at senior level

n Voice and blended process professionals saw increased demand at junior level

n Opportunities in analytics, operations and quality control on rise in the sector

n BPM sector is looking for biotech and finance-linked profiles at the middle level

n Metros were the best-performing locations for mid-level professionals, Tier II had jobs at entry level

KEY TAKEAWAYS

BPO/ITeS

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n Voice process had maximum job share; demand was up by 10%

n Demand for specialists in blended process was up by 8%

n Technical process roles saw 4% drop in demand; was 5% up in Jul-Dec 2015

n Demand up by 20% for back office profiles; job share was negligible

n Corporate sales saw 6% rise; non-voice process saw 5% rise

n Customer service/tele-calling had maximum job share, demand dropped by 1%

n Quality process/control profile saw 8% rise in demand in Jan-Jun 2016

n Accounting & finance with 8% job share posted 1% rise in demand

n Hiring in sales/BD was stable; was up by 25% in Jul-Dec 2015

n IT/telecom professionals posted 1% drop though job share was 7%

n FUNCTIONAL AREAHiring for quality control

n Despite maximum job share, demand dropped across metros

n Among tier II locations, Lucknow topped demand with 25% rise in demand

n Gujarat (except Ahmedabad and Vadodara) saw 15% rise in talent demand

n Despite negligible job share, Uttarakhand saw nearly 29% rise in demand

n International locations saw 6% drop; saw over 30% rise in Jul-Dec 2015

n TOP LOCATIONSOpportunities in Tier II locations

Share of jobs in top locations

Delhi-NCR

Bengaluru

Mumbai

Hyderabad

Pune

Others

30%

14%

14%

8%

8%

26%

n AREA OF SPECIALISATIONDemand up for voice processes

Share of jobs in area of specialisation

12%

Voice Process Both BPO

Type

Any Process Both BPO Type

Non-Voice Process

Both BPO Type

Voice Process International

BPO Type

Any Process International

BPO Type

Others

8%6%

5%5%

64%

Share of jobs in top functional areas

8% BFSI

7% IT/Telecom

6% Administration

18% Others

53% Customer

Service

8% Accounting

SIMILAR to Jul-Dec 2015 trend, the BPO/ITeS sector saw hiked demand for support roles with customer support role being the most in-demand during Jan-Jun 2016 period. Specialists in voice and

blended (voice and other communication channels) processes continued to see increased demand at junior level. Demand also grew for voice process roles for international BPOs in this time frame. Quality control, business management professionals and consultants saw substantial rise. Talent demand was up in content writing and front office roles. Demand for banking, insurance and financial services functions in ITeS companies saw significant rise too, just like Jul-Dec 2015. Small cities ruled the hiring scene in this period. Demand was sluggish in metros and international locations which saw increased talent demand in Jul-Dec 2015.

JUNIOR LEVEL[ BPO/ITeS ]

Core skills in demand today in the ITeS/BPO industry are industry expertise, knowledge of technology, using disruptive ideas and the ability to develop solutions that aid the business achieve the desired results.

Anthony Joseph,Global HR Head, Hinduja Global Solutions (HGS)

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n Customer support with max job share saw 30% rise in demand

n Back office professionals claimed 3% job share, demand was up by 30%

n Financial analyst had 15% rise; saw over 30% rise in demand in Jul-Dec 2015

n Demand for specialists in banking-general grew by 8%

n Demand for operations roles grew by 4% in Jan-Jun 2016

n BFSI profiles had maximum job share; demand up by over 30%

n Biotechnology also reported over 30% rise in demand; job share was 4%

n Quality/process control saw 30% rise; demand was up by 4% in Jul-Dec 2015

n Business management, consultants saw 26% rise in demand

n With 2% job share, demand for HR profiles grew by 30% in Jan-Jun 2016

n FUNCTIONAL AREABiotech, finance profiles sought

n Metros accounted for over 60% of total job share; demand up by over 30%

n Like Jul-Dec 2015, Hyderabad saw over 30% rise in demand

n International locations posted 29% rise in demand; job share was 7%

n Ahmedabad witnessed 23% rise and Lucknow saw 10% rise in demand

n With 2% job share Chhattisgarh posted 18% rise in demand in Jan-Jun 2016

n TOP LOCATIONSMetros top job hub

n AREA OF SPECIALISATIONDemand for customer support


Hyderabad

Delhi-NCR

Pune

Bengaluru

Chennai

Others

12%

9%

6%

5%

5%

63%


5%

Customer Support

Back Office

Financial Analysis

Banking General

Other Banking/Insurance

Others

3%2%

2%2%

87%


8% Logistics

6% IT/Telecom

5% Engineering

54% Others

15% BFSI

12% Sales/BD

THE opportunities for job seekers at middle level in the BPO/ITeS continued to expand in Jan-Jun 2016. With growing focus across various segments, the talent demand was high in biotechnology,

BFSI, IT and telecom verticals. Quality process/control saw high demand for talent at middle level. Demand was also high for marketing and logistics professionals in the BPO/ITeS sector in Jan-Jun 2016. Specialists in banking (general), financial analysts were in demand. Customer support and back office skills were also sought at middle level. Talent demand at middle level was high in metros and big cities, similar to the trend in Jul-Dec 2015 period. Delhi-NCR, Mumbai and Bengaluru each posted over 30 per cent rise in talent demand. International locations also reported significant rise in demand for mid-level professionals.

MIDDLE LEVEL[ BPO/ITeS ]

Businesses are scaling up rapidly, there is a slew of entrepreneurial activity on

the back of technological innovation. Hence technologies such as Big Data and

Predictive Analytics are in relentless demand which boost job growth.

Paramjit Anand,Executive Director, Acreaty Management

Consultant Pvt. Ltd.

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n Business/systems analysts clocked highest job share; demand was up by 20%

n Project leads/managers posted maximum (over 30%) rise in demand

n Risk/credit/economic analysts saw 30% demand rise; job share being miniscule

n Demand for finance-linked specialisations peaked in Feb 2016 (20%)

n Corporate sales and channel sales posted 15% rise in demand

n Chandigarh had maximum job share; demand dropped by 20%

n International locations saw over 30% rise; had second highest job share

n Chennai with 4% job share reported stable talent demand

n Delhi-NCR and Bengaluru posted 20% drop in demand

n Pune saw over 30% drop in demand; reported over 30% rise in Jul-Dec 2015

n FUNCTIONAL AREADemand for IT and BFSI roles

n Metros retained max job share with over 30% rise in demand

n Pune with 9% job share too reported over 30% rise in demand

n Despite negligible job share, Chandigarh posted 21% rise in demand

n Among tier II locations, Ahmedabad remained the hot job hub

n International locations claimed 8% job share and 30% rise in demand

n TOP LOCATIONSDemand up in international locations


Chandigarh

International

Lucknow

Chennai

Indore

Others

25%

13%

9%

4%

2%

47%

n AREA OF SPECIALISATIONProject managers in demand


7%

System Analysis

EDP/MIS

Other Finance

Project Leader

Risk/Credit

Others

5%3%

3%1%

81%


2% Logistics

2% Accounting

1% Marketing

62% Others

30% Sales/BD

3% Administration

UNLIKE the trend in Jul-Dec 2015, demand dropped across functions at senior level in the BPO/ITeS sector, except for sales and business development which posted over 30 per cent rise

in demand in Jan-Jun 2016. Finance-linked senior roles which were in demand during Jul-Dec 2015 posted drop in Jan-Jun 2016. IT/telecom profile, which had maximum job share in Jul-Dec 2015, witnessed drop in job share as well as in demand which fell by 20 per cent. Most jobs were posted for sales/business development profiles. Project leader/manager and risk, credit and economic analysts posted significant rise in demand. Channel and corporate sales professionals were also sought at senior level. International locations posted maximum rise in talent demand. None of the metros posted rise in demand for senior professionals in Jan-Jun 2016.

SENIOR LEVEL[ BPO/ITeS ]

The focus has shifted towards niche areas of expertise. Senior level talent today are more experienced and have a thorough understanding of the industry giving them a slight advantage over the freshers.

Manuel D’Souza,Chief Human Resources Officer, Intelenet® Global Services

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Digital technologies will continue to define the ITeS sector and revenue from this is likely to have a 23 per cent share by 2020 and 38 per cent by 2025”

Game changers of 2016n Having a strong ‘employer’ brand and clearly communicating the ‘employee value proposition’ has become a priority for organisations over the last few years. This trend will gather further momentum. n Use of digital channels will increase substantially as organisations leverage dedicated recruitment websites and use social media to showcase work culture. n Usage of new digital assets as mobile apps and gamification tools to build the recruitment pipeline will see an uptake. n From internal standpoint, employee referral program will become a key source of attracting the ‘right’ talent for all fast growing organisations. n Internal recruitment has emerged as an important channel for companies and is likely to become significant further.

Skills in demandEntry level: Excellent communication skills (written & verbal), digital and social

media awareness, presence of mind, ability to think quick, cultural awareness.Middle level: Team management, people skills, domain and product knowledge, sensitivity in dealing with diverse set of people.Senior level: Leadership skills, business and functional expertise.

Role of technology in HR n Organisations are embracing digital technologies to transform all business functions and HR is no exception. n Technology has helped in meeting continuous training requirements of the organisations and made the learning tools more sophisticated to cater to individual training needs. The multimedia approach, interactive modules and gamification have significant potential to strengthen the learning and development backbone of the organisations. n People drive our businesses and pragmatic organisations are investing in HR analytics to source, train and retain talent. HR analytics not only helps in linking workforce utilisation to the top business and strategic goals but also helps in identifying drivers of employee satisfaction and planning effective training initiatives.

Emerging skillsDexterity with basic technology tools whether its business productivity tools, social media monitoring and dashboards, understanding of basic programming, is important in the IT-BPM sector. The key is to be able to navigate the business world effectively and improve productivity by using appropriate technology tools. Additionally, ability to interact with internal and external stakeholders from across various geographies with the appropriate cultural context is definitely an advantage for those seeking a career in the IT-BPM industry.

Compensation trendsEntry level: Rs 2-3.5 lakhsMiddle level: Rs 5-15 lakhsSenior level: Rs 20 lakhs and upwards

Future outlookAccording to the industry reports by 2020, India’s IT-BPM sector total revenue is projected to reach USD 200-225 and between USD 350-400 billion by 2025. The IT-ITeS sector has been one of the largest employers in India and will probably continue to be so in the near future.

Digital and social media awareness will drive demand at entry level

BPO/ITeS INTERVIEW Nina Nair VP & HRD Head (India & Latin America), [24]7 Inc.

talent demand rise in bpo/ites sales, qc and customer...

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