A new report reveals that AI and automation are transforming India’s global capability centres, reducing routine roles in finance, procurement, and customer support while driving growth in digital and AI-focused positions.
Artificial intelligence and automation are reshaping non-tech jobs inside India’s global capability centres, with routine work in finance, procurement, customer support and basic analytics under the greatest pressure, according to a Quess Corp report. The shift reflects a wider redesign of how multinational companies use their India operations, as centres move away from repetitive processing and towards work that needs specialist judgement, digital tools and closer business oversight.
The report, titled “GCC 2.0: The Rise of Digital Business Functions”, said procurement suffered the steepest drop, with demand for roles such as senior analyst, purchase-to-pay specialist, buyer and procurement coordinator falling by 41.7% in 2025 from a year earlier. Analytics positions tracked in the study declined 37.9%, customer support roles fell 34.5% and finance and risk jobs were down 32.8%, as companies pushed more tasks into automation and centralised sourcing and service models.
Quess Corp said the decline in routine work was being driven by automation, centralisation and the reorganisation of operating models around digital tools. The company said transactional procurement is increasingly being handled through automated systems and strategic sourcing structures, while customer service is moving towards self-service, conversational systems and digitally supported operations. Even content review, account management and sales management roles showed weaker demand, underlining how software is now absorbing tasks that once sat firmly with junior staff.
Yet the broader market for non-tech GCC hiring is still expanding. Quess Corp said demand reached 339,200 roles in 2025, up 49.2% from 2024, with the second quarter of 2026 running 13.8% higher than a year earlier, even though hiring slipped 15.2% from the first quarter. Nearly two in five business operations postings and one in two analytics postings now require digital platforms, analytics or AI tools, suggesting that the centre of gravity is shifting rather than shrinking.
The report expects that trend to continue through 2026 to 2028, with growth likely to concentrate in global process ownership, programme management, operating-model change, automation and service governance. In customer support, the next wave of hiring is expected to focus on customer experience, service analytics and complex case handling. Quess Corp also pointed to emerging roles linked to AI adoption, including AI change management, responsible AI adviser and AI governance analyst. Bengaluru remained the largest hub for non-tech GCC demand in 2025, but Mumbai, Pune and Hyderabad grew faster, while tier-one cities still accounted for about 77% of demand, according to the report.
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