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We Enable Clients to Outperform withOur Passion for Service and Innovation
WNS is a Well-established Global BPO LeaderHistory: British Airways captive, spun-off into a third-partynEmployees: 25,000 serving 200 clientsnNYSE traded (Symbol: WNS) since July 2006. First Indian pure-play BPO to be listedon NYSEnOperational footprint: Costa Rica, India, the Philippines, Poland, Romania, South Africa,Sri Lanka, UK and USn30 delivery centers around the worldn600 business processes from simple transactions to complex analyticsnCrossindustrySolutionsFinance andAccountingContact CenterLegal ServicesTravel andLeisureTelecommunicationsShippingand LogisticsRetail andConsumerPackaged arch and AnalyticsBanking onSupportOur OfferingsTransformationSolutions01
The WNS AdvantageA global BPO partner with a reputation forcomplex multi-process deliveryn0Deliveringover 600 processes across160 countries, including complex processeslike treasury and IFRS compliance0End-to-endprocess capabilities withproven expertise0The firstBPO to be vertically aligned with astrong horizontal focusBig enough to deliver – small enough to respond: The right size for customer intimacyand service excellencen0Nimble operating0Flexibility0The rightmodel catering to clients with 30-2,500 FTEsin offering various pricing and engagement modelsmix of onsite models with offshore supportAbility to deliver superior business value by combining analytics, technologyoptimization, domain and process expertisen0Leveraginga team of 1,500 analytics, 1,100 technology, and 600 qualityinitiative professionals0R&A capabilitiesspan business research, financial and investment research,market research and domain-based analytics and data services02
Key DifferentiatorsVertical ApproachSolutions mapping with the needs and challenges of theindustries we cater toTechnology-enabled BPOOutcome-based transformational solutions supported byproperietary frameworks, process excellence, technologyand cutting-edge analyticsClient-centric ApproachBuilt around WNS’s ‘Client First’ value and committedto client success03
Domain Expertise: Industry-specific Services andCustom Platforms Coupled with Proven DeliveryTravel and LeisureUtilitiesMeter Reading andBillingRevenue RecoverynPassenger RevenueAccountingnnIndustry-specific*nCargo RevenueAccountingnAccount SettlementCustomer ServicenRetail and CPGnRestaurants SalesProcessingnnCost-of-Sales ReviewnReservation SupportnClaims, Premium,PaymentsFiduciary AccountingnSupply Chain andDistributionManagementLost Baggage DeskAgency / DistributionManagementFranchisee AccountingnnnInsuranceActuarial servicesnAuto ClaimsnFraud ManagementPlatforms**nJADE, Verifare WorldTracer, BaggageManagement SystemAP Workbench,Vendor PortalConsult, Implement,Optimize and HostERP SolutionsProClaimPopcon- Claims FraudDetection ToolLeading online travelservices providerLeading utility companyin the United KingdomFortune 500 cosmeticsproducts companyGlobal multi-line insurerHandles 25 businessprocessesn100 percent ofcustomer service, F&Aand related functionsClient Case StudiesnRuns one-third ofclient’s total headcountIntegral to all strategicinitiativesnnIncreased ramp-upmomentum — key toclient’s platformmigrationnSubstantial cost savingsand service-levelenhancementnnn1,400 FTEssupporting Americas,Europe and AsiaHandles key billing andcustomer servicefunctionsnnServicing specializedand business criticalF&A and customerservice processesImproved service levelsand standardizedreporting and MISBuilt a fully variableeconomic model in avolatile environmentSuccessfully integratedover 3,000 newemployees into WNSthrough acquisition ofclient’s globaloperationsnDrove sustained costsavings and createdsubstantialimprovements inbusiness metricsnn*Indicative processes. For complete list visit wns.com** - Includes proprietary applications and IT tools04Created the “largestever” offshoreinsurance sharedservices center globallyn
Domain Expertise: Industry-specific Services andCustom Platforms Coupled with Proven DeliveryWeb-based online casemanagementFortune 100 logistics companyBanking OperationsnLending ServicesnAsset Management andBrokerage ServicesnnInvestment BankingnPlatform to guard against fraudand loan documents digitalprocessingHealthcarePro, ProClaim,e-TranscribennnTop 10 U.S. financial advisorComprehensive processdocumentation created for50 countriesnCountry-based structure to aprocess-based CoE modelnnnBilling cycle time reducedfrom 96 hours to 48 hoursnEfficiency of the airway billmanifestation processimproved by 41percentnManaged an aggressivetransition of 400 staff ineight monthsTransaction-based commercialstructure assuring efficienciesfrom day one 40 percent cost savingsnFull SEC / NASD regulationscompliancenPayers and TPAProvidersPharmaceuticals andLife SciencesDurable Medical EquipmentManufacturersIndustry-specific*Invoice AdjustmentnHealthcarePlatforms**Trip Records and FuelAccountingnBanking andFinancial ServicesTop specialty home medicalequipment supplierRamped up from 0 to 150in five monthsnProcess re-engineering,technology enhancementand modified work planshelped increase collectionsby four percentnAccounts receivable daysreduced by 15 percent;cost reduced by 25 percentnClient Case StudiesShipping and Logistics*Indicative processes. For complete list visit wns.com** - Includes proprietary applications and IT tools05
Cross-industry Solutions and Custom PlatformsCoupled with Proven DeliveryCross-industry Specific*Contact CenterFinance and AccountingCustomer ServicenLoyalty Program ManagementnB2B and B2C CollectionnCustomer Complaint ResolutionnMarketing and Sales ms**Market ResearchnCorporate FunctionsnSupply Chain FinancenIndustry-specific AccountingnDomain-based AnalyticsData ServicesBusiness ServicesHosted technology platform forContact CenterProcurement BPO tool Platformto guard against fraud, and loandocuments digital processingDomain-based analytics toolsand simulatorsLeading North Americantravel agencyGlobal air delivery and freightservices providerLeading insurer selling auto andhome insurance products througha network of independent agentsand brokersRamped to 1,000 staff innine months and commencedlive operations in less than80 daysnClient Case StudiesBusiness and FinancialResearchnOrder-to-CashnUSD 10 Million savingwithin year onenReduced AHT by 20 percentnIncrease in call volumeshandled per agentby 76 percentnIncrease in sale conversionby 50 percentn*Indicative processes. For complete list visit wns.com** - Includes proprietary applications and IT tools06Research and AnalyticsManage a huge volume of over11 Million airway bills perannum, or approximately50,000 transactions per daywith an accuracy of over99.7 percentnImproved the turnaround timefor billing of consignmentsfrom 96 hours to 48 hoursnReduced unapplied cash fromover eight percent toconsistently lower thantwo percentnRamped up from 0 to 150 infive monthsnProcess re-engineering,technology enhancement andmodified work plans helpedincrease collections byfour percentnAccounts receivable daysreduced by 15 percent;cost reduced by 25 percentn
Domain Expertise: Complemented by IndustryExperts and Recognized for ExcellenceBPO LeadershipDomain LeadershipWNS ranked among top 100in the 6th Annual GS100list in three categories:BPO Excellence award for Useof Technology for OperationalExcellence (2011)§Top Global Mid-tierBPO Vendors;BPO Excellence award forSocial Change Agent (2011)Recipient of the Golden PeacockInnovative Product / ServiceAward (2011) for WNS AnalyticsDecision Engine (WADESM)§Top FAO Vendors§Top Industry-specific BPOVendorsRecipient of Best New BPOLocator Of The Year (2010)by Business ProcessAssociation of Philippines(BPAP)Recipient of Best NewOutsourced Services Awardby SSON (2010)Other AwardsPositioned as an IndustryLeader in Magic Quadrant *for Comprehensive Financeand Accounting (F&A) BPO byGartner (June 2011 and 2012)Recipient of the Golden PeacockNational Quality Award for OverallBusiness Excellence and QualityStandards (2011)WNS Recognized at the 'GlobalProcess Excellence Awards 2011'by IQPC for 'Best ProcessImprovement Program’Recognized as Top Five FAO Market StarPerformer (2011) by EverestWNS Recognized with the CISO100 Awards 2011Best 20 Leaders by Industry focus:Retail and Consumer Goods - IAOP2010 Global Outsourcing 100Industry-specificMulti-year Winner IAOP 2010Global Outsourcing 100Best 20 Leaders by Industry focus:Financial Services (Insurance) IAOP 2010 Global Outsourcing 100Top 10 BPO Companiesto Work for - BusinessToday (2011)* Gartner, Inc. 'Magic Quadrant for Comprehensive Finance and Accounting BPO, Global' by Cathy Tornbohm, 29 June 2011The Magic Quadrant is copyrighted 2011 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for thatmarketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as aresearch tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.Banking & Financial Services - Certified professionals in FINRA, public accounts, underwriting and theindustry-recognized, SAS programmingInsurance Services - Resources with AICPCU (IIA) / IF-1 of CII / CPA / CFP & AAPC certificationsTravel and Leisure - IATA / UFTA certified resourcesFinance and Accounting - CA / CIMA / CPA qualified resources; global partnership with CIMALegal Services - Over 400 skilled lawyers, legal graduates, paralegals and case handlersKnowledge Process Outsourcing - 1,500 Analysts – Highly qualified resources with advanced degrees suchas MBA, CA, PhD (Stats)Other - Domain-based Universities, an initiative by WNS Learning AcademyProfessionals at Work07
Global Footprint: Optimal Rightshoring SolutionsBacked by a Global, Multi-process, Multi-lingual CapabilityRight Balance of Onsite and Offshore ModelsOnsite: Consulting, Transformation, Domain Expertise, Critical ProcessesnOffshore: Volumes, Process Continuity, BCP, Low-cost, talent poolnRomaniaWell-established BPOfootprint in Romania.Partnership with CIMA forF&A talent development;Multi-lingual capabilities;Offer full BCP capability,including ‘hot seat’ solutionwith 12-24 hours serviceresumption lead-time08Sri LankaFirst Indian BPO to set upFAO; Regarded by theSri Lankan government andthe industry as a thoughtleader; Vast pool of talent;World-class infrastructure;Tier 2 cities available withdeveloped infrastructure andvarious governmentincentivesCosta RicaThe PhilippinesThe India AdvantageHuge pool of hardworking,well-educated Spanishspeaking workforce; Skilledlabor of 2 Million ;Availability of Finance andAccounting, CustomerService, HR and IT skill sets;Low attrition rate;Availability of QualityManagement & ITprofessionalsManila is the Center ofExcellence for contact centerand back-office serviceswith over 1,100 employeesdelivering to clients fromvarious industries;Employee base with theexperience of large,complex andtransformational programsIndia is the hub foroffshoring, owing to its vasttalent pool and highly skilledlabor. 600 processes arehandled out of India byover 18,000 professionals
Non-linear Engagement Models: Win-winModels That Empower Our Clients to OutperformDirect third-party nnnnnPricing ModelsControl StructuresDeal ModelsCaptivenBudgetFully ownednJVnThird-party BPOnBOTnFTE-basedUTPOutcome-basedFixed variableVirtual captivesnBest-in-class combination of engagement and pricing modelsensure sustainable profitability and growth for clientsExperience SpeaksAcquired Costa Rica-based BPO assets of a CPG and distribution companynMajority joint venture with existing BPO player in the PhilippinesnGlobal insurance leader sought dedicated center in Sri Lanka with BOTnDelivering a robust, scalable and cost-effective back-office for a leading U.S.brokerage housenConsultative offshoring for a leading North American airline for its revenue recoveryand accounting processesn09
Transformation Solutions:Outcome-based ‘Focused’ ApproachOperational ExcellenceCompetitive IntelligenceCost / Value OptimizationActionableInsightsCustomer DelightRisk ManagementSales EffectivenessWNS’s Areas of FocusSustainable Business Change – Architect a transformation vision / roadmap thatincorporates organizational change and enables the realization of sustainablebusiness outcomesnOperational Transformation – Substantially improve client’s business outcomes bydriving operational excellence and achieve step-change business strategies leveraging:n0Lower cost,global operating models0Process re-engineering,0Domain andbenchmarking and best practicestechnology innovationsActionable Insights – Leveraging WNS’s strength in Analytics to enable actionableinsights that drive direct business impactn10
Transformation Solutions: Supported by ProprietaryTools, Process Excellence and Cutting-edge AnalyticsOur Transformation ToolkitEnable: Withthe right tools& solutionsRe-engineer:With SixSigma andLeanOptimize:WithproprietaryWNS toolsAutomate:Within-house toolsWNS Solution SetsControl: With afocus on businessmetrics and atighter complianceregimeOperating DashboardsLeADEnABLEActionable BIDeLIVERJADE, VerifareLeverages Cutting-edge AnalyticsTechniques: Bayesian, Predictive Modeling, Non-linear Optimizations, ClusterAnalysis, CHAID AnalysisnTools: SAS, Enterprise Miner, Prophet, DCS Glean, Crystal ReportsnMulti-lingual capabilitiesn1,500 analysts and researchers world-wide. 70 percent of analysts are MBAs, CAs,engineers and statisticiansnExperience with 40 global clientsnFirst BPO Provider to set up KPO CoE ModelnTo create formidable transformational solutions11
Partnership Approach: Built around WNS’s‘Client First’ Value and Committed to Client SuccessContact CenterEngagement modelsnLocational flexibilitynPricing and dealStructuringnExtend theEnterpriseNimbleSize-agnostic(30-2,500 FTEs)nSimple escalationcommunicationstructuresnPartner in the client’sstrategic initiativesDedicated teamsnCustomized learningprogramsnnnAdapting to the culturenReplicating theshop floornGovernance, risk andcompliancemechanismsnAlign withBusiness GoalsDedicated seniorleadership teamValue InnovationPrograms (VIP)nTransparency andvisibilitynContinuous evaluationof client benefits andre-engineeringnIn-house developed platforms for: Data extraction, real-time monitoring oftransition and operations life cycle, real-time monitoring of the operations floor,in-house developed hosted dashboards,Web-based case management tool to track request life cycle12
Sustainable Profitability with Our ApproachQuality is the foundation on which we are able tooffer sustainable growth and profitabilityto our clientsLEAN is used to streamlineprocesses by reducingnon-value-add activitiesnHelps knowledge-sharingand learningnPromotes best-in-classprocessesnComplements Six Sigma andadds value to client deliverynEncourages processimprovement ideasnHelps achieve incrementalimprovementsnnnBest practice sharingacross clientsnSix Sigma methodology adoptedfor continuous improvementsOver 150 Six Sigma projectshave been run so far, saving30-60 percent costs for clientsBusiness Process Excellenceand Transformation (BPET) isa team of quality professionalsat WNSnThe team helps mentoroperations on achievingquality objectivesn13
OUTPERFORM with WNSwww.wns.comIndiaGate No. 4, Godrej & BoyceComplex Pirojshanagar,Vikhroli (West)Mumbai 400 079USA15 Exchange PlaceJersey City, New Jersey 07302UKMalta House,36-38 Piccadilly,London, W1J 0DPAustraliaDarling Park, Tower 2,Level 20201 Sussex StreetSydney 2000Costa Rica3rd Floor, Building C,Forum I, Business ParkSanta Ana, San JoseRomaniaWestgate Park, Building H124 Preciziei St.Bucharest 062204The Philippines1880 Building,Eastwood City CyberparkBagumbayan,Quezon City 1100Sri LankaHNB Towers, Level 12479, T B Jayah MawathaColombo 10PolandLuzycka Office Parkul. Luzycka 6,Building B, 1st floor81-537 GdyniaTo learn more, please write to us at marketing@wns.comor visit wns.comUAE3W 113Dubai Airport Free Zone,P O Box 54378,Dubai
Fraud Management JADE, Verifare World Tracer, Baggage Management System *Indicative processes. For complete list visit wns.com ** - Includes proprietary applications and IT tools Leading online travel services provider n n n n Handles 25 business processes 100 percent of customer service, F&A and related functions Runs one-third of client's .
