Making a Career in Outsourcing

Outsourcing as an industry is rapidly coming of age. The February 2005 issue of Harvard Business Review noted the following for Outsourcing: "Outsourcing has become strategic - yet many executives remain unprepared. A new era of capability sourcing will trigger organizational redesign and a new set of managerial skills." The number of companies providing outsourcing services is increasing rapidly, methodologies and procedures are maturing fast, and more and more people are hopping on to the outsourcing bandwagon.

An important fallout of this maturing of the industry is that one can now consider making a career in outsourcing seriously. While call centre or operational jobs are available aplenty, not many middle level managers or highly qualified people from the more traditional banking, accounting or other industries are willing to take them up. Part of this is because outsourcing is often considered synonymous with call centers, due to early growth and publicity in that area. However, changes in the industry are opening doors for everyone. Consider these significant changes, and how they are throwing up new opportunities.

Expansion of the range of services provided

Outsourcing is not limited to call centers or medical transcription anymore. As the industry matures, the value of services provided is also increasing. Now, there are companies doing equity research, hedge fund accounting, advance scientific research, and many more specialized activities. For example, Intel and GE are doing high end scientific research, JPMorgan and Morgan Stanley are involved in Equity research, McKinsey is sourcing consulting support - the examples are numerous and increasing every day. Now one can work for the best names and the area of choice, thanks to outsourcing.

Demand for Specialization

As companies expand both in employee strength and range of services provides, they need experts in various fields. Some of the highly specialized career options now available are:

Transition managers - these are experts in Project Management. The role of transition managers is to help migration of the function from overseas locations to the offshore location. This involves understanding the existing process, determining the best migration methodology and overseeing the migration project.

Relationship Managers - This is typically a middle/ senior management role in any outsourcing company. These managers are the single point of contact for the client, and their responsibilities sometimes span across teams and departments.

Six Sigma and Process Re-engineering experts - One of the most significant non-cost benefits of outsourcing is the opportunity to re-engineer the process - thereby improving the process and/ or deriving further cost saves. By undertaking various projects, Six Sigma and Process re-engineering experts play the key role in this.

Quality and metrics experts - The most effective way to control any operational activity is to measure it on various parameters. Most outsourcing companies take this very seriously. They have sophisticated measuring, metrics and reporting functions that enable the management and client to track performance accurately. Quality and metrics experts typically have a statistics background, or have considerable expertise in the operational area.

Risk and Business Continuity Planning (BCP) experts - Outsourcing an operation is also an effective way to reduce business continuity risks. However, outsourcing companies also have to manage their own business continuity risks, as clients want to ensure continuity of operations. People involved in the Operational risk and BCP areas play this role. They create, test and manage detailed plans to ensure continuity of operations in the event of a disaster.

Training and development experts - The single most important element in a successful migration is the training of people who will be performing the function from the offshore location. On-going training is also very important to ensure service quality. Training and development experts wear many hats - oversee the process training, train on soft skills like communication, team work, team leadership, etc.

Administration experts - Running an outsourcing centre isn't just about hiring employees and buying PC's. It takes a complex logistical and administrative department to keep it running. This is because the demands of an office of an outsourcing company are very different - transportation arrangements for night shift, 24 hour cafeteria, frequent travel arrangements, and many ad-hoc tasks. An administration expert takes care of these things, and it can be a rewarding experience for someone with background and interest in this area.

Skills required for these Career Options:

Outsourcing is a rapidly expanding industry, and it offers several exciting opportunities. And with the various services being outsourced now, choices are no longer limited to customer support - one can choose the industry and field of choice to work in. As the industry matures, there will also be ample opportunity of growth, and to play a management role in an outsourcing company. The time to take the leap is now!

Useful Links in BPO Industry

India on the fast track - Indian BPO Industry

The Reliability of Indian BPO Industry, Indian BPO Industry

 HR Outsourcing in India, Outsourcing HR To India

BPO Industry as a Career Option