For workers in the BPO industry, artificial intelligence (AI) and automation are two themes that may seem intimidating. But Christian Lauron, a partner in the advisory practices of SGV, said BPO firms need to adapt to the changes if they want to stay competitive. During a forum called Data Brew, Lauron said that the Philippines, given its pool of young people who are good coders and knowledgeable on financial instruments, could be a strong destination for middle office work. Middle office BPO services have generally included positions such as managing risk, as well as those involved with calculating the profits and losses of a financial services company. Normally, these jobs are handled by groups heading the information technology department. As these roles tend to be very technical, BPO workers have a tendency to stay away.
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Derek Gallimore has been in business for 20 years, outsourcing for over eight years, and has been living in Manila (the heart of global outsourcing) since 2014. Derek is the founder and CEO of Outsource Accelerator, and is regarded as a leading expert on all things outsourcing.
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