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Leadership and track record
Industry Expertise
Execution Capabilities
Transformational and Flexible Client Relationships
Customized Risk Management
Continous Improvement Focus
LEADERSHIP AND TRACK RECORD
Experienced Leadership
Our business leaders are experienced outsourcing industry professionals from global companies. We have an exceptional track record of attracting and retaining senior talent with both global exposure and domain expertise to meet our clients' unique business needs.
Proven Track Record
History of success and high recognition: Growing from a single-client organization to a leading pure-play BPO provider with more than 100 clients, we now have a ten-year record of running critical business operations for global corporations in diverse industries.
We are regularly placed at the top of several industry rankings. These rankings range from top performer in the Indian offshoring industry to best rated human capital development practices globally. Please see "Industry Recognition" for more details.
Superior people and asset management: Advanced job training and a work culture defined by trust and openness make working at WNS a highly rewarding experience for our associates. We know our people are our most important asset and are proud to have the lowest attrition rate of any major player in India's BPO industry.
We also use our assets much more efficiently than our competitors. We have 24x7 operations, including both real-time and off-line work. Efficient asset utilization leads to greater value for our clients.
Most comprehensive range of services: More than 50% of our associates work on end-to-end processes, executing a wide range of simple to complex transactions. Our associates enter, sort and index data, process invoices based on business rules, make payment and underwriting decisions, handle complex travel enquiries, and support our client's office of the CFO on business planning, management information analysis and research initiatives.
INDUSTRY EXPERTISE
We strategically focus on select industries and invest proactively to strengthen our competencies in these segments. Our industry focus has yielded significant dividends in terms of growth and market leadership:
- We are a predominant global player in the offshore travel BPO segment
- We are global leaders in running back-office market research processes
- We are ranked amongst the leading global players in finance and accounting services
Our focus has helped us develop deep domain expertise to become true partners for our clients. Our domain knowledge is also reflected in the wide range of industry-specific, specialized and complex processes we carry out in out focus industries.
EXECUTION CAPABILITIES
Our execution capabilities are second to none. We are distinctive on eight operational dimensions:
Operational infrastructure: We run 24x7 operations across eight locations in India, the UK and Sri Lanka. Our state of the art delivery centers adhere to global security, health and safety standards.
Recruitment: We recruit several hundred associates each month to support programs ranging from complex unscripted customer service calls to simple data entry and indexing processes. Many of our programs require specialized skills or experience such as IATA certification for travel processes, AAPC certification for healthcare processes, management graduates for analytical processes and accountants for finance and accounting processes. Using the highly regarded Predictive Index Framework to match a candidate's profile with the requirements of the role being filled, we have successfully increased employee retention.
Learning and Development: The WNS Learning Academy gives our associates the opportunity to acquire new skills based on their current roles and career paths. Associates complete mandatory training hours that help them acquire diverse skills and improve their personal effectiveness. The WNS Learning Academy also provides direct benefits to our clients by reducing launch cycles, managing resource requirements and delivering high quality performance.
Program management: Using a proprietary methodology for migrating client programs to our centers, we successfully transitioned several hundreds of processes across different clients, service lines, geographies and program sizes. Through a dedicated team of both onshore and offshore project managers, we work with clients to implement programs that balance the need for early transition with the risks of an expeditious migration.
Quality management: More than 350 quality management professionals ensure we meet the highest standards of client service. These roles are integrated with operations and are responsible for rigorously monitoring accuracy, turnaround time and other key metrics. They provide feedback to the operations and identify opportunities for improvement using the Six Sigma framework. As a result, we have successfully increased productivity in the range of 30-60%.
Technology infrastructure: Our proprietary network called WNSnet is a plug-and-play network that offers 99.99% uptime and full redundancy. We have three co-locations in the US and two Points of Presence (PoPs) in the UK. Our technology and telecommunications team is staffed with senior associates with extensive experience in applications, network management and technology operations.
Technology innovation: As we support cutting-edge processes for our clients, there is an increasing need for us to extend our scope to specific technology solutions. Our proprietary platforms facilitate passenger revenue accounting in the travel industry and claims management in the auto insurance and healthcare sectors. We have a dedicated team focused on exploring opportunities for clients to transform their operations through technological innovation.
TRANSFORMATIONAL AND FLEXIBLE CLIENT RELATIONSHIPS
We partner with clients to transform the way they do business. Examples of our success include:
- Annual savings of US$100 million for a European airline using a full range of our support services
- Significant reduction in duplicate payments (more than 60%) and one-time vendors for a retail client for which we run a shared financial center
- Estimated savings of more than US$100 million for a global insurer for which we operate a 1,100-person offshore operation
- Substantial reduction in healthcare claims processing time with minimal costs to the provider network
As the Global Operating Model for services gains momentum, we expect to design and implement complex solutions for our clients that deliver savings early, provide them with the ability to launch new products or services rapidly, augment their highly skilled resources and minimize large-scale investments. We believe this will be achieved through innovative ways in which data is captured, collated, analyzed and disseminated. We currently support private label operations for travel and insurance clients helping them reach the market quickly and enrich their products. Being able to scale rapidly both in quantum and skill sets, we are creating high impact programs for our clients.
We engage with clients at the early stages of their offshoring program to develop an offshore roadmap that best meets the client's objectives. We build flexible client relationships and have experience working on a variety engagement models.
CUSTOMIZED RISK MANAGEMENT
Off-shoring and outsourcing of business processes that were traditionally performed in-house creates a new set of risks that need to be addressed jointly by the client and the service provider. These risks could include loss of key personnel before knowledge transfer is complete to the service providers personnel, inability to meet committed service levels, poor information security and privacy controls, lack of business continuity measures, shortage of trained human resources etc. WNS approach to risk management is to segregate risks that need to be managed by line functions and those that need to be managed centrally. This section deals with risks that are being managed centrally by the Risk Management team at WNS. The Risk Management team is comprised of highly qualified professionals who work with our clients throughout the engagement to develop customized risk-management solutions covering business continuity, information security and compliance with privacy regulations. In addition, this team also manages all infrastructure related risks for WNS delivery centers.
- Information Security: WNS considers information security management to be a risk as well as a market differentiator and hence invests appropriately in implementing strong information security management systems. The information security program at WNS is led by the Chief Information Security Officer ("CISO"), who in turn is assisted by a dedicated team of security professionals. To ensure a minimum baseline standard for information security across the enterprise, WNS has adopted the ISO 27001 information security framework. All WNS delivery centers in India are ISO 27001 certified by a qualified external assessor. The successful outcome of the bi-annual audits conducted by our external assessors, since 2004, lends credibility to the fact that WNS information security management system is robust and consistently implemented. In addition, the Security Administration Team ("SAT") conducts regular internal information security audits which cover, information asset management procedures, IT security, personnel security, physical and environmental security, business continuity, change management, incident management and compliance with contractual obligations. An annual third party penetration test is conducted to ensure that our security perimeter defenses are operating effectively. WNS is also one of the first BPOs in India to achieve compliance with the Payment Card Industry – Data Security Standard v1.1 ("PCI DSS") across the enterprise to ensure that appropriate security measures are implemented to protect cardholder data accessed by our employees.
- Privacy: WNS Risk Management team works closely with our clients privacy officers to understand their privacy obligations to regulators in their respective countries. Wherever recommended by regulation / legislation, WNS enters into data protection agreements, on the basis of model contracts prescribed by the relevant authorities and implements technical and organizational safeguards to ensure privacy of end-customers personal information. More often than not, WNS is not the data controller and follows processing instructions as provided by our clients to ensure compliance with overseas privacy regulations. In addition, WNS Risk Management team develops computer based training ("CBT") programs for sector / country specific privacy regulation / legislation to educate WNS employees on their obligations towards privacy. These CBT programs are followed by tests that help assess the individual’s understanding of the relevant privacy framework.
- Infrastructure Risk Management: Our team of infrastructure risk specialists work closely with the Facilities and Projects teams to identify and shortlist delivery centers across the world that confirm to WNS internal infrastructure risk standards. These standards have been drawn up specifically to enable 24*7 operations by ensuring continued availability of premises through location risk assessment and management techniques, continuity of critical utilities such as power and HVAC through designing and provisioning of diesel / gas based generator sets & uninterrupted power supply units and safety of our premises & people through selection and design of fire alarm systems, access control & CCTV systems. The infrastructure risk specialists key responsibility is to deliver cost-effective and safe delivery centers that contribute in a large way to business continuity.
- Business Continuity Planning: WNS business continuity planning ("BCP") team comprises of personnel that are members of either the Business Continuity Institute, UK or the DRI International, US. This team engages with our clients early in their off-shoring programs during the contracting stage, to understand how processes that are proposed to be outsourced impact the clients business in the event of their discontinuance. This enables clients to take an informed decision whether the "candidate" processes need to be split between 2 or more WNS delivery centers, which provides a high level of redundancy. During transition, the WNS BCP team works closely with off-shore and on-shore process owners to assess continuity requirements and develop appropriate business continuity strategies. These strategies could include partial or complete work transfer to an alternate WNS delivery center, or even transfer of work to the on-shore client location (if possible). The focus of our BCP program is to offer practical and cost-effective solutions to our clients. Our investments and efforts in the area of business continuity have enabled us to render 24*7 service to our clients since inception, in the face of events that range from minor "bandhs", bomb threats to major city-wide disruptions, such as the July 2005 Mumbai floods or the July 2006 Mumbai suburban train serial bomb blasts. more details
CONTINOUS IMPROVEMENT FOCUS
We are committed to improving our client processes through continuous improvement projects designed on the basis of the Six Sigma framework. We are currently running several Six Sigma projects that save between 30-60% for our clients. Six Sigma trained professionals champion these projects in collaboration with the operations teams.
In addition to Six-Sigma-based improvement projects, we regularly seek opportunities to increase process efficiency through redesign and application of technology tools. We work with clients to understand their business drivers, analyze our transactions to generate relevant management information and share it with clients to jointly evaluate new improvement opportunities.
We have transferred several client processes from timeand materials-based billing to transaction-based pricing, which allows them to vary their costs based on volume. We use a proprietary variance tree to monitor productivity across our client programs and encourage our clients to use a similar model for their offshore initiatives. This model focuses on measuring and monitoring the fundamental performance metrics that determine the success of the program and reveal the underlying factors that lead to improved performance levels. |
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