An Insight into the Management Levels within the Indian IT-BPM Industry

The Indian IT-BPM industry is the global nerve centre for IT-BPM services. The world has come to recognize the potential of India in not only being a successful player in this industry, but also its leader.

The Indian IT-BPM industry did not attain this position easily. Today India stands at the peak of the global IT-BPM industry because of an organized approach, management and utilisation of talent in a proper manner for obtaining the desired result.

It is a fact that talented and committed individuals are the backbone of any industry. But to attract talented individuals towards this industry for long term means to be able to provide them stable and attractive career prospects.

So, how does the Indian IT-BPM industry work in terms of management? What are the levels of management in the Indian IT-BPM industry? Let us find out here.

Levels of Management

Levels of Management in the Indian IT-BPM Industry

The Indian IT-BPM industry is an organised sector. Across the industry there are three levels of management. They are:

  1. Entry Level
  2. Middle Level
  3. Leadership Level

Each level has its well-defined and unique job-roles. Unique job-roles can be defined as a set of functions that can be grouped together to create a unique employment opportunity in a sector or organisation.

1. Entry-level Job Roles

An entry-level job role can be expressed as the first step to a career in the IT–BPM industry. It is the first level of employment in an organisation. The entry-level job roles generally require candidates who possess an experience of 0-2 years.

The main aim of an entry-level job is to provide the candidate an understanding and basic knowledge of the occupation. The entry-level job-role also provides a chance to learn and gain experience. This level acts as the stepping stone to reach the middle-level management.

In recent times there has been a growing interest among candidates to enter the IT-BPM industry through entry-level job roles. This is mainly because of the trend of domain and vertical specialisation across the IT–BPM industry.

Entry-level Job Roles in the BPM Sub-sector

Entry-level job roles in the BPM sub-sector is open to people belonging to almost all occupations. Most of the entry-level job roles have a requirement for basic qualification of graduation in any field – science, commerce or arts. A graduate from any stream of study can be employed in almost all job roles under the entry-level, including:

  • Associate – Customer Care (Non-voice)
  • Associate – Learning,
  • Associate CRM,
  • Associate – DTP
  • Associate – HRO, and so on.

2. Middle-level Job Roles

A middle-level job role can be expressed as the first step to a management career in the IT–BPM industry. The middle-level comprises of first level supervisors to managers who manage supervisors. Sometimes the middle-level also includes managers of managers. The people forming the middle-level of management are responsible for completing and executing the objectives set out by the top management level.

The employees working in the middle-level have the responsibility of helping and motivating the entry-level employees to carry out their job-responsibilities or attain the business objectives. They act as a link between the top level and entry level by providing suggestions and feedback to both the levels.

Middle-level Job Roles in the BPM Sub-sector

Middle-level job roles in the BPM sub-sector can be marked out as technical and specialist roles that require thorough knowledge and experience. The job roles under the middle-level include process experts or specialists, first-level supervisors such as team leaders, and also employees in the managerial sphere with definite occupational specialisations.

Middle-level management generally has the maximum number of job roles. Job roles in this level require candidates who possess a work-experience of 2-10 years. In large organisations, the middle-level of management is again divided into multiple layers for better performance and execution of duties.

3. Leadership-level Job Roles

A leadership-level job role can be expressed as one of the top-level job roles in the BPM industry. The job roles under the top level include occupation leads as well as Assistant Vice-President (AVP), Vice President (VP), and Senior Vice-President (SVP) level roles.

The employees working at the top-level of management are responsible for establishing the objectives, policies, and plans of the organisation. They formulate long-term plans and strategies, objectives and goals of the organisation and several other important decisions related to the functioning of the organisation.  They also share the responsibility for mobilising resources.

The top-level management of an organisation are the people who have the final authority in the organisation. They are directly responsible to the major stakeholders.

Leadership-level Job Roles in the BPM Sub-sector

Leadership-level job roles in the BPM sub-sector can be marked out as head of department roles such as Head of Analytics, Head of F&A, Head of Research, etc. The job-roles under the leadership-level of management also includes AVP, VP and SVP level roles like AVP/VP/SVP HRO, AVP/VP/SVP collections, AVP/VP/SVP customer care, etc.

Leadership-level job roles require a candidate to have managerial and strategic decision-making abilities. It also requires expertise and domain knowledge of the industry. Employees working in an organisation may climb up the ranks to reach the leadership-level or may move from one organisation to another to reach the top level.

Sometimes an employee from outside the industry may also join an organisation at the top level of management. Job roles under the leadership-level generally require a candidate to have an experience of more than 10 years.




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