half-yearly report-i 2016 hiring - timesjobs.comcontent.timesjobs.com/docs/bpo_iteshyi2016.pdf ·...

HY-I 2016 1

HALF-YEARLY RECRUITMENT REPORT-I

HiRiNG TRENDS & PROJECTIONS

2016

HALF-YEARLY REPORT-i 2016

HY-I 2016 2


IndIa’s BPO/ITes industry saw stable hiring in 2015, seeing a 2 per cent growth between July and december. India is the world’s largest IT outsourcing destination, accounting for nearly 67 per cent of the $124-130 billion market. The outsourcing industry in the country employs about 10 million people and its

revenues may touch $225 billion by 2020, according to nassCOM. diverse opportunities are available in ITes/BPO/BPM companies for professionals with different specialisations. Financial, business and system analysis and technical processes are seeking greater volume of professionals. Today, the BPO/ITes industry is helping other sectors such as IT and consulting to secure a toehold in new businesses. Professionals have huge scope for career growth. However, one must work towards acquiring more knowledge, certification or higher qualifications in six sigma, Lean and PMP certifications. Metros were the top job hubs in BPO/ITes, especially for middle and senior-level professionals in Jul-dec 2015. Entry-level candidates were in demand in tier II and tier III locations.

KEY TAKEAWAYSn demand was high for financial, business analysts at middle and senior level

n Blended process and telemarketing professionals saw increased demand at junior level

n Opportunities grow in content, marketing, operations, quality control, electronic data processing

n sales professionals continued to witness high demand at senior level in Jul-dec 2015

n Metros were the best-performing locations with an average 30% rise in demand

Analysts, technology and finance-linked profiles grow in demand

BPO/ITeS

MArKET AvErAgE dEMAnd And induSTrY dEMAnd

85

Jun 15 Dec 15

BPO /ITeS

Market average

110.00

101.25

92.50

83.75

75.00

94

83

85

Base year Dec 2010 = 100

HY-I 2016 3


n Voice process had maximum job share; demand was up by 1%

n demand for specialists in blended process was up by 10%

n Technical process roles saw 5% rise in demand though job share was miniscule

n Telemarketing specialists witnessed 9% rise in demand at junior level

n demand up by 23% for back office profiles; corporate sales saw 30% rise

n Customer service/tele calling had maximum job share but demand was stable

n sales/Bd saw 25% rise in demand with 3% job share in Jul-dec 2015

n Talent demand in quality control rose by over 30% despite low job share

n Engineers witnessed 10% rise in demand; had fallen 9% in Jan-Jun 2015

n Marketing and advertising profile saw 8% rise in demand at junior level

n FunCTiOnAL ArEAJobs in support roles

n despite maximum job share, demand dropped across metros

n International locations continued to report over 30% rise in demand

n delhi nCR saw stable hiring; demand fell by 6% in Jan-Jun 2015

n among tier II locations, Chandigarh topped demand with 8% rise

n despite small job share, Uttar Pradesh saw over 30% rise in demand

n TOP LOCATiOnSOpportunities abroad

Share of jobs in top locations

Delhi NCR

Bengaluru

Mumbai

Hyderabad

Pune

Others

36%

13%

13%

7%

7%

24%

n ArEA OF SPECiALiSATiOndemand up for blended process

Share of jobs in area of specialisation

8%

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

5%5%

5%5%

72%

Share of jobs in top functional areas

6% IT/telecom

6% Administration

6% BFSI

16% Others

58% Customer

service

8% Accounting

UnLIkE the trend in Jan-Jun 2015 when the industry saw increased demand for core engineering roles, Jul-dec 2015 witnessed rise in demand for sales, marketing and quality/process

control professionals. specialists in voice, technical and blended (voice and other communication channels) processes were sought at junior level. demand also grew for telemarketing professionals. demand for customer service/tele calling was largely stable during the last six months of 2015. It peaked in september 2015, registering a 23 per cent jump. Banking, insurance and financial services functions in ITes companies saw a significant rise in demand, followed by IT/telecom and sales/business development. Metros ruled the hiring scene in ITes/BPO industry in Jul-dec 2015. International locations saw increased talent demand at senior and junior/entry level.

JuniOr LEvEL[ BPO/iTeS ]

The industry has emerged as one of the largest private sector employers in India with a workforce of over 3.1 million. Career opportunities are limitless, be it operations, training, recruiting, HR, workforce management, account management, IT or analytics.

rajiv Ahuja,SVP-Operations, Convergys India, China & Malaysia

HY-I 2016 4


n Financial analysts reported over 30% rise in demand; job share was 3%

n Back office professionals claimed 2% job share, demand was up by 30%

n Customer support saw 30% rise in demand; was 11% up in Jan-Jun 2015

n demand for operations roles was stable; grew by 7% in Jan-Jun 2015

n Quality assurance posted 28% rise in demand in Jul-dec 2015

n BFsI profile had maximum job share; demand was up by over 30%

n IT/telecom, with second-highest job share, too reported over 30% rise

n Quality/process control saw 4% rise; demand was up by 19% in Jan-Jun 2015

n Tech writers saw 8% rise in demand, reported 30% rise in Jan-Jun 2015

n With 8% job share, demand for customer service profile fell by 3%

n FunCTiOnAL ArEAFinancial and tech profiles sought

n delhi nCR and Mumbai had maximum job share, demand up by over 30%

n Like Jan-Jun 2015, Bengaluru and Hyderabad saw over 30% rise in demand

n Pune witnessed 23% rise and Chennai saw a 21% rise in Jul-dec 2015

n among states, Uttar Pradesh saw 9% rise in demand; job share was negligible

n International locations posted 17% rise in demand; job share was 4%

n TOP LOCATiOnSMetros seek experience

n ArEA OF SPECiALiSATiOnFinancial analysts in demand


Delhi NCR

Mumbai

Bengaluru

Pune

Hyderabad

Others

16%

16%

13%

8%

8%

39%


3%

Financial analysis

Back office

Customer support

Banking general

Other banking/Insurance

Others

2%2%

2%1%

90%


12% Sales/BD

8% Cust. service

5% Quality control

32% Others

22% BFSI

21% IT/telecom

THE BPO/ITes industry today offers services to global businesses across multiple industries such as banking & financial services, healthcare, insurance, retail and travel & hospitality. Thus, there

are huge opportunities for job seekers. With BFsI and analytics verticals growing, jobs opportunities in analytics and big data crunching and data mining are expected to rise, especially at middle level. Financial analysts and system analysts are in great demand. among support functions, sales/business development saw significant a rise in demand. Content writers also emerged as a sought-after profile in the industry. Talent demand at middle level was high in metros and big cities with delhi nCR and Mumbai topping the charts. delhi nCR was the best performing location during the Jan-Jun 2015 period with over 30 per cent rise in talent demand.

MiddLE LEvEL[ BPO/iTeS ]

Apart from the necessary technical skills, a candidate should be proactive

and intelligent, agile and credible. Leadership skills, managing day-to-day challenges, sense of responsibility and

the willingness to take risks are also desired.

Anupam Jauhari,Vice President & Global Head (HR), Infogain

HY-I 2016 5


n Business/systems analysts had highest job share; demand was up by over 30%

n Project leads/managers too posted over 30% rise in demand in Jul-dec 2015

n Corporate planning and strategy posted 25% rise in demand at top level

n demand for EdP and MIs specialisation peaked in aug and Oct (30%)

n Risk/credit/economic analyst saw 30% rise in demand; job share was miniscule

n IT/telecom accounted for the maximum job share; demand rose by over 30%

n Banking, insurance, financial services also saw over 30% rise in demand

n Business management and consultants posted 20% rise in demand

n demand for sales profiles grew over 30%; was 22% up in Jan-Jun 2015

n after seeing increased demand since July 2014, HR profile witnessed 1% drop

n FunCTiOnAL ArEAdemand for iT and BFSi roles

n Metros retained maximum 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 LOCATiOnSMetros calling experienced staff


Delhi NCR

Mumbai

Bengaluru

Chennai

Pune

Others

17%

15%

11%

9%

9%

39%

n ArEA OF SPECiALiSATiOnBusiness analysts in demand


6%

System analysis

Project leader

Other finance

EDP/MIS

Risk/credit

Others

6%2%

2%1%

83%


10% Sales/BD

6% Top mgt

5% Cust. service

37% Others

23% IT/telecom

19% BFSI

sIMILaR to the trend in Jan-Jun 2015, demand continued to rise for finance-linked roles at senior level, including banking, insurance, finance and accounting and also for IT/telecom-related profiles.

Customer service/tele calling profile, which claimed the top position with 38 per cent job share in Jan-Jun 2015, witnessed a drop in job share as well as in demand which fell by 3 per cent. Most of the jobs were posted for business/systems analysts and project leads in Jul-dec 2015. Operations, customer care roles witnessed a significant rise in demand. Channel sales specialisation was also sought at senior level. delhi nCR, Mumbai, Bengaluru, Chennai and Pune accounted for over 60 per cent of total jobs for senior roles. On an average, these locations reported nearly 30 per cent rise in demand for senior-level professionals during Jul-dec 2015.

SEniOr LEvEL[ BPO/iTeS ]

Senior-level professionals with a deep understanding of packages like Calypso, Pega and TIBCO will have a competitive edge over their counterparts in the today’s competitive jobs market. These packages are widely used on a large scale in the financial services sector.

Faisal Husain,Co-founder and CEO, Synechron

HY-I 2016 6


recruitment game-changers The use of social media for employer branding and targeted talent acquisition coupled with the uses of technology for evaluating candidates will completely transform the hiring processes in 2016 and beyond. Engaging with candidates online, remote interviews via video conferencing and the use of analytics in hiring parameters will be the key aspects of an organisation’s hiring strategy in the coming years. Focus will grow on passive candidates and technology-enabled tools and channels will provide the needed assistance in tapping into this talent pool.

in-demand skillsThe business process services (BPs) industry has seen a major shift in the customer expectations and thereby in its business construct as well. The emerging trend is to add significant value or significant direct business impact beyond cost arbitrage by combining technology, business processes and analytics. Therefore, a significant number of transactional tasks are likely to get automated. There will be

an increased demand for operational and functional expertise. at junior levels, there would be an element of fungibility across industries and processes, as they mature and acquire specific skills. subject matter expertise, strong operational knowledge and technology would be the key differentiators at the middle and

senior levels in the BPs sector.

role of technology in HrThe human resource function has been significantly impacted by the

advent of technology, especially in the area of recruitment. The uses of

cloud, technology, automation and data

analytics are going to be the key game-changers in HR as a whole and specifically, in recruitment. Investments in technology to increase agility and enhance candidate experience will gain ground in the times ahead. Though technology has made recruiting more efficient, professionals with skills to manage the new-age hiring tools and practices are the need of the hour.

Emerging skills for freshersCritical skill sets in the BPs sector include domain knowledge, a flair for technology and analytical ability to draw inferences and take appropriate decisions. While at the entry level the industry would still continue to hire mostly graduates from all areas, at the lateral level, specific industry and domain knowledge are important. For example, at entry level, the BPs sector would need commerce graduates for financial services process. However, it is more likely to laterally hire subject matter experts with relevant industry experience for a role that demands utility specialists in the ‘kYC settlement’ space.

Compensation trends in 2016The appraisal trends in the industry are going to be very progressive one which would primarily focus on objective setting, development plan and future plans. There would be continuous feedback mechanism instead of the traditional annual appraisal approach. Compensation will also be linked more to competencies, niche skills and their criticality to business.

Salary meter (average range) n Junior: Rs 3 lakh per annumn Middle: Rs 8 lakh-14 lakh per annumn senior: Rs 14 lakh+ per annum

Mix of technology, business acumen and analytics required in future hires

BPO/iTeS inTErviEW Putul Mathur General Manager-Human Resources, Wipro BPS

At junior level, there would be an element of fungibility. Subject matter expertise, strong operational knowledge and technology would be the key differentiators at the middle and senior levels.”

HY-I 2016 7


half-yearly report-i 2016 hiring - timesjobs.comcontent.timesjobs.com/docs/bpo_iteshyi2016.pdf ·...

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