Customer Care Executive - Multiple Teams

AI drives convergence of technology and operations talent. BPM providers are bringing domain, technology and operations skills together as AI changes the way teams are built and deployed Task-based roles are giving way to broader jobs that combine domain knowledge, technology and problem-solving skills as companies rethink how work is organised. More than 60 per cent of organisations in India reported a visible shift from task-based roles towards roles requiring problem-solving and creativity, according to a Deloitte report. For business process management (BPM) providers, the change is reshaping how delivery teams are structured, with process, technology and operations capabilities being brought together to work on complex client problems. One such model is the Forward Deployment Unit (FDU), where domain experts, engineers and operations teams work as a single unit across solution design, technology deployment and the management of the process after it goes live. Speaking at the Nasscom BPM Confluence & Awards 2026, Sanjay Kukreja, CTO, eClerx, said a FDU is built around multiple competencies rather than a single specialist. That can include a process or domain expert, an engineer responsible for developing and deploying the technology, and people responsible for testing and evaluation. The model also extends beyond implementation. Kukreja said the team remains involved after a solution goes live, helping manage the transition from design and specifications to ongoing operations. AI Adds To Existing Teams For BPM companies, the FDU model does not necessarily represent an entirely new organisational structure. Instead, AI is adding another capability to teams that already combine process, operations and design expertise. Amit Vohra, CTO, TP, added that the objective in operations is ultimately to move a client's metrics rather than simply deploy a technology solution. "For us, it is making sure that day in and day out, understanding of the problem continues to change and then putting a solution out there that continues to run," he said. An FDU-style structure can combine engineering, analytics, experience and knowledge management with core operations and frontline teams. The model allows technology to remain connected to the people operating the process and receiving its outcomes. Vohra said the underlying approach has existed in some form for years, but the capabilities available to those teams have changed as data, computing power and technology have become more accessible. The broader hiring market reflects that movement towards implementation. A Quess Corp analysis of 3.5 lakh job postings in 2026 estimated India's AI workforce at about 9.2 lakh professionals, of whom 6.63 lakh were in AI-embedded roles rather than core AI roles. The report also found that hiring demand was shifting from experimentation towards deploying, integrating, and scaling AI across business workflows. Operations Managers Learn AI That transition is also changing the role of managers who have traditionally overseen people and processes. Sameer Bapat, COO, Cognizant IOA, said the company uses its own approach rather than necessarily adopting the FDU terminology. Its model brings together three broad areas: domain, technology, and operations. Existing operations talent is being developed through additional technology and AI capabilities. "Our people are great at managing other people and what they may not be able to do is managing AI," Bapat said. That requires a different set of capabilities, including understanding how AI systems perform, monitoring their behaviour and responding when automated processes produce exceptions. The need for this hybrid capability is likely to increase as AI moves further into enterprise workflows. Deloitte's 2026 State of AI in the Enterprise report found that 40 per cent of Indian respondents reported significant or full AI usage across their organisations, compared with about 28 per cent globally. At-scale adoption was particularly strong in strategy and operations, where 56 per cent of respondents reported deployment. Human involvement remains important as AI takes on more process work. Bapat said operations teams must learn from exceptions and use them to improve AI systems, expanding their role beyond running processes to managing how AI performs them. A New Delivery Model The emergence of FDU-style structures therefore reflects a wider change in BPM delivery. As AI takes over more execution, providers need teams that can connect technology with the domain context and operational knowledge required to make those systems work in real-world environments. Kukreja said the teams become particularly valuable when client specifications are changing, multiple systems need to be integrated or sensitive data is involved. He also linked their importance to the industry's movement towards outcome-based models, where providers are increasingly accountable for what a process delivers rather than simply how many people are assigned to it. The result is a talent model in which the boundaries between technology implementation and operations are becoming less distinct. The competitive question for BPM companies is not how many people can execute a process, but how effectively different kinds of talent can work together to redesign, run, and continuously improve that process in an AI-enabled environment. BW Reporters The author is a Trainee Correspondent at BW Businessworld. She is a postgraduate with a passion for research and storytelling. Curious by nature, she enjoys writing and exploring new ideas and perspectives.

eClerx highlights AI-led strategy for its next phase of growth at Investor Day 2026. Published on: 28 Sep 2026, 4:02 am Updated on: 28 Sep 2026, 4:02 am Mumbai, 28th September 2026 - eClerx Services Ltd (ECLERX.NS), a leading provider of AI-powered analytics, digital operations, automation, and business process management services, today announced key highlights from its Investor Day, held earlier this month in Mumbai, India. At the event, eClerx leadership discussed the company's strategy, growth opportunities, and the evolving role of AI in transforming enterprise operations. eClerx outlined its strategic priorities, including cross-selling, strengthening adjacent verticals, and new micro-verticals. "With 13 quarters of sequential growth behind us and new opportunities ahead of us, eClerx today is at an inflection point", said Kapil Jain, MD & CEO of eClerx. "Increasingly we are partnering differently with clients, reimagining how AI is leveraged to drive greater productivity and agility. Over the last few years, we have strengthened our core capabilities and are building scale to turn AI into a meaningful driver of value for our clients." During Investor Day, eClerx leadership discussed the company's strategic priorities and the opportunities ahead across its key markets and industry verticals. Key themes included: The four pillars of eClerx's AI capabilities: eClerx highlighted its approach, combining AI-led operations, client transformation, solution-embedded products, and employee enablement, is powering its operationalized AI capabilities. Demo videos showcased how the agentic capabilities of eClerx's proprietary technologies are making a difference across workflows. Product and capability showcase: Several sessions outlined how eClerx is incorporating AI into its own workflows and offerings, using proprietary platforms such as ComplianceManager, M360, FinOps, and Roboworx CogniFlows to create new ways of delivering impact. Leaders discussed the importance of investments in training, upskilling, and capabilities leadership, and building partnerships with key players in data, technology, and frontier AI. Opportunities for growth across key markets: Leadership highlighted how focused strategies such as cross-sell and growing new adjacent verticals are creating opportunities, emphasizing the headroom across eClerx's core industry segments, including financial services, digital marketing, and media and telecom. The day ended with a presentation on eClerx's financial performance and investments, followed by a Q&A session, where attendees had the opportunity to clarify questions with the company's leaders. Srinivasan Nadadhur, CFO of eClerx said, "We have delivered a strong and consistent performance, supported by healthy demand, resilient client relationships, and disciplined execution. Our focus remains on financial prudence, while scaling growth opportunities and strengthening the operating leverage of the business." To access presentations from leaders at Investor Day, visit here: https://eclerx.com/investor-relations/ About eClerx. eClerx provides AI-powered analytics, digital operations services, automation, and business process management to help clients unlock growth and drive business outcomes. eClerx partners with Fortune 500 enterprises across financial services, telecom, media & entertainment, luxury, retail & fashion, and manufacturing. A publicly listed company, eClerx operates across 17 countries with over 22,000 employees, serving clients globally across the Americas, APAC, and EMEA. Media contact. Prachi Rungta Mahima Banura Shipra Kumari