Professional Documents
Culture Documents
WNS (Holdings) Limited (NYSE: WNS), is a leading global business process outsourcing company. WNS offers business value to 200+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. WNS delivers an entire spectrum of business process outsourcing services such as finance and accounting, contact center, technology solutions, research and analytics, and industry-specific back-office and front-office processes. WNS has over 25,000 professionals across 31 delivery centers world-wide, including China*, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, UK and US.
CORPORATE INFORMATION
Established 1996 Stock Symbol NYSE - WNS Employees 25,000+ Principal Shareholder Warburg Pincus
DIFFERENTIATORS
n
Client-centric Approach
Technology-enabled BPO
Vertical Approach
MAJOR CLIENTS
Over 200 Global Clients n Major U.S. retail bank n European airline n Leading European travel conglomerate n Leading U.S. residential mortgage bank n Major North American airline n North American travel agency n Leading U.K. insurer
n
Global cosmetics company Consumer electronics giant n Global market research company n Leading U.S. financial advisory firm n Major U.S. auto insurers n Two global investment banks n Leading global CPG brand n Leading global beverage brand
Leading logistics company Major energy and gas utility company n Leading hospitality firm n Major U.S. building supply company n Global reinsurer n Global telecom provider n Leading Australian insurance company
n n
INDUSTRY RECOGNITION
Domain Leadership Technology and n Quality Leadership Recognized as a Leader in Global Insurance BPO Solutions by n Recipient of the Top CIO100 HfS Research Award (2012) and the n Best 20 Leaders by Industry focus: Networking Pioneer Award Financial Management IAOP (2012) 2012 Global Outsourcing 100 n WNS recognized with the n Industry-specific multi-year winner CISO 100 Awards 2012 Top 20 of IAOP 2012 Global n Recipient of the Golden Outsourcing 100 rankings Peacock Innovative Product / n WNS ranked among top 100 in the Service Award (2011) for 6th Annual GS100 list in three WNS Analytics Decision categories: Top Global Mid-Tier BPO SM Engine (WADE ) Vendors; Top FAO Vendors and Top n Recognized for Best Process Industry-Specific BPO Vendors Improvement Program at the n Positioned as an Industry Leader in 'Global Process Excellence Magic Quadrant** for Awards 2011 by IQPC Comprehensive Finance and Accounting (F&A) BPO by Gartner (June 2011 and 2012) wns.com BPO Leadership n WNS Inducted into the Medici Hall of Fame for Innovation, 2013 n WNS South Africa Captures Four BPeSA Awards (2012) n WNS Receives Dual Recognition at the BPO Excellence Awards 2010-11 n Recipient of Best New Outsourced Services Delivery by Shared Services & Outsourcing Network (SSON) - 2010 n Recipient of Best New BPO Locator of The Year by Business Process Association of Philippines (BPAP) - 2010
INDUSTRY-FOCUSED SOLUTIONS
Banking and Financial Services
Banking Operations n Check processing n Lock-box processing n ACH processing n Adjustments and record retrievals n New account setup and maintenance n Credit card operations n SAR and fraud operations Lending Services n Loan origination and processing
n
Asset Management and Brokerage Services n Account setup and maintenance n Broker and advisor support services n Customer service n Transfer agency related processing n Portfolio administration n Investment research
Investment Banking n Pitch books, company profiles and financial analysis n Financial models, forecasts and updates n Research reports preparation and authoring n Business intelligence and analysis
Loan underwriting Loan closing and funding Post closing and due-diligence Loan servicing
Finance & Accounting n Transaction accounting n Finance optimization services n Corporate finance and accounting n Risk management and Compliance n Strategic initiatives Legal Services n Residential conveyancing n Bid management n Vendor contract management n Secretarial and regulatory services n Employment contract management and litigation support
Contact Center n Customer service n Technical help desk n Collections n Sales / up-sell / cross-sell n Customer retention n Credit management Transformation Solutions Consulting services n Program management n Process re-engineering n Quality and Six Sigma services n Technology services
n
Research and Analytics n Market research n Business research n Financial research n CRM analytics n Data solutions and management
Healthcare
Payers and TPA n Front-end processing n Claims adjudication and exception management n Care management support n Bill review and re-pricing
Providers n Medical billing and collection n Medical coding n Research support and administrative support
wns.com
Insurance
Agency Services n Correspondence n Renewals n Terminations n Commissions n Special compensation Policy Administration n Policy benefits n Policy reinstatements and quotes n Policy changes n Inbound customer service n Endorsements n Renewals n Pre-renewals / expiry premium n Lapses n Indexing and logging n Specialist line (marine, engineering, high net worth) n Mid-term changes (specific to healthcare) n Motor insurance database updation Investment Management n Trade compliance n Performance measurement n Credit research n Data management n Real estate
New Business Support n Sales n Conversion n Quote acceptance n Cross-selling and up-selling n Customer enquiries n Actuarial services n Exposure assessment n New business data entry n Rules-based underwriting n Policy issuance Premium Administration n Fund applications n Refunds n Billing n Premium mode changes n Bank information changes n Account reconciliation U.K. Motor Accident Management Provision n First notification of loss (24/7 provision) n Repair management and engineering n Liability handling n Third-party capture n Subrogation n Non-fault claims management n Claims handling process technology Sales, Marketing and Customer Care n Service delivery n Customer feedback management n Tele-marketing n Customer order support n Market research n Acquisition analytics n Retention analytics n Marketing effectiveness
Claims n Claim setup n Examination n Review n Settlement n Correspondence n Tax compliance n First notification of loss n Policyholder and broker claim enquiries n Claim notification processing adjustments, endorsements and renewals n Claim assessment n Negotiations and litigation n Recovery check processing n Third-party claims n Subrogation n Supplier payments n Claims progression n Bodily injury claims n Delegated authority payments n Claims bill payment n Claims adjudication n Manual claims intervention n Transfers and withdrawals n Loss adjusting transcription
Manufacturing
Supply Chain Management n Supplier management and analysis n Sourcing support n Market intelligence n Spend analytics Logistics n Logistics management n Scheduling and planning analytics n Market intelligence n MIS and reporting
Operations n Fault management n Change management n Chronic and RCA reporting n Sales performance reports n Store planning n Market intelligence n eMarketing Shared Services n Billing queries n Marketing analytics support n Billing support n Debt collection One Global Back-office Solution
n Simplified,
collaboration for demand-driven supply chain and retail execution management window n Supply intelligence, supplier performance and risk monitoring, contract management (partners and Revenue Management Solution suppliers) n Supply chain orchestration n Transaction and interactionglobal trade shared services, based campaign strategies trading partner helpdesks, n Loyalty management logistics n Credit control and collections
shared global selfservice organization model with local business partners for Finance & Accounting, Human Resource, Information Technology, Indirect Procurement n End-to end low cost shared services for transaction processes and virtual Centers of Excellence (COEs) for specialized services (tax, internal audit, IT architecture)
from customer relationship management to trans-channel enhanced customer experience, multi-channel commerce initiatives
wns.com
Air Express / Shipping / Rail and Road / Terminals Sales / Trade Management n Tariff update n Rate quotes n Global tender management n Sales reports and analytics n Freight bookings n Yield analysis n Service contract / rate agreement maintenance Customer Service n Customer help desk n eCommerce registration n Service / rate enquiries n Pre-advice and arrival notifications n Cargo claims n Booking desk n Contact center n Customer and data file administration Documentation n Bill of lading and airway bill management n Freight corrections and reporting n Billing and invoicing n Freight audit n Data transmission n Advance manifest information n Customs and port compliances Operations PO creation n Driver logs and fuel tickets n Global tracking n Equipment control n Terminal operations n Transhipment and cross-docking
n
Finance n Accounts payable n Accounts receivable n Credit and collections n Vendor help desk n Detention and demurrage reporting n Cost reporting, audit and vendor reconciliation n General ledger / bank reconciliation n Management reporting
Schedule maintenance Routing creation and maintenance n Stowage planning n Hazardous cargo approvals
n n
Telecommunications
Customer Acquisition
n n n n n n n
Order entry Order fulfillment Contract management Lead generation Outbound sales Sales analytics Cross-selling and up-selling analytics
Logging and monitoring service requests Directory publishing Churn analysis and support Usage analytics CRM analytics Collection analytics Traffic routing planning Web correspondence Network utilization reporting and analytics
New product and services, service delivery process creation Order provisioning Technical validation and support Rejected order tracking Multi-vendor tracking Order tracking Proactive order management Test delivery conformance
n n
n n n n n n n
Telemarketing Inside sales Pricing and contract preparation Sales order taking Ordering support Inbound contact center
n n n
Sales and Customer Care n Customer service n Sales and reservations n Loyalty program management n Customer relations n Lost baggage tracing and customer support n Website navigation n Specialty help desk
Operations n Fare filing and loading n Revenue management n Fares and ticketing n Queue processing n PNR servicing n Cargo operations support Platform-based Service Offerings n JADE - Passenger revenue accounting solution n Verifare - Automated Web-based fare audit solution
Shared Services n Passenger / cargo revenue accounting and auditing services n Corporate finance and accounting n Transactional accounting n Human resource management n Fraud prevention and control n Analytics and MIS
wns.com
Sales Management n Campaign management n Sales management n Account and contact management n Integrated sales planning and analysis Customer Financial Management n Receivables and collections management n Reconciliation n Bill disputes and client queries
Meter Operations and Billing n Customer billing n Management of prepaid accounts n Billing of unmetered services Supply Chain and Distribution Management n Order provisioning and order management n Sales and contract administration n Technical support help desk n Import and export documentation management n Freight bill auditing services n Procurement support services
Customer Service Management n Service order management n Service contract n Complaints and requests management n Electronic customer services n Account management n Contract management
CROSS-INDUSTRY SOLUTIONS
Contact Center
Services
n
Channels
n
Languages
n n n n n n n n n
Customer service Customer complaint resolution Sales (cross-sell / up-sell) Loyalty program management B2B and B2C collection HR support
Arabic
Social Media
Computer-aided Telephonic Interviews (CATI) Technical help desk Specialty help desk
Procure-to-Pay
n n n
Accounts payable
Accounts receivable Billing and cash application Order management Credit control Collections
Expense reports
Payment processing
Record-to-Report
n
Industry-specific Accounting
n
General accounting Fixed assets Tax filing and reporting Cost accounting Inter-company accounting Statutory reporting Month-end reporting and consolidation
Corporate Functions
n n
Passenger revenue accounting Revenue audit and recovery Claims management Loan account maintenance Royalty accounting Fiduciary accounting
Treasury Cash management Financial planning and analysis Tax and compliance Decision support Management accounting
n n n n n
n n
Legal Services
Property Law
n
Digital dictation transcription Accounts payable and general ledger Employee data management and payroll
Contract management
Legal research
Litigation support
n n
HIP back-office
wns.com
Financial Research
n
n n
n n
Web analytics
Procurement Analytics
n
n n n
Network planning
Spend data analysis Market intelligence Supplier management and analysis Sourcing support
Data Services
n
Shared Services
n
Demand forecasting
n n
Data cleansing
Research design
Strategy support
Data collection
WNS Analytics Decision Engine (WADESM) - Award-winning Solution for Driving Strategic Insights to the C-Suite
Decision support
Data processing
For Insurance
n n
Industry research
Business intelligence
Library services
n n n n
Actuarial analytics
Underwriting analytics
Claims analytics
Transformation Solutions
Technology Services
n
Enterprise solution / ERP optimization Application development, maintenance and support Business process management Business intelligence and analytical solutions Infrastructure and network services
wns.com
GLOBAL PRESENCE
Americas Costa Rica USA Europe Poland Romania UK Africa, Asia Pacific and Middle East Australia China* India The Philippines South Africa Sri Lanka UAE
Our network of 31 global delivery centers respond to needs for language, cultural alignment, redundancy and 24/7 operations.
MANAGEMENT TEAM
Corporate Management Team
Keshav R. Murugesh Chief Executive Officer WNS Group J. J. (Eric) Selvadurai Managing Director Europe Mike Garber Global Head, Sales and Marketing
Deepak Sogani Chief Financial Officer WNS Group Manish Vora Head of Sales, Asia Pacific and Middle East region
R. Swaminathan Chief People Officer WNS Group Sanjay Jain Chief Capability Officer
Gautam Barai Business Unit Leader, Banking and Financial Services, Healthcare, and Insurance
Jay Venkateswaran Business Unit Leader, Consumer Packaged Goods, Diversified Businesses, Manufacturing, Retail and Telecom
Deepak Gupta Business Unit Leader, Travel, Shipping & Logistics Services; Head, International Delivery Locations; Capability Practice Leader, Contact Center Operations
Sulakshana Patankar Business Unit Leader, India Business and Strategic Initiatives; and Utilities
* Delivered through local partnership * * Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
wns.com
India Gate No. 4, Godrej & Boyce Complex Pirojshanagar, Vikhroli (West) Mumbai 400 079 USA 15 Exchange Place Jersey City, New Jersey 07302 UK Malta House, 36-38 Piccadilly, London, W1J 0DP Australia Darling Park, Tower 2, Level 20 201 Sussex Street Sydney 2000 Costa Rica 3rd Floor, Building H, Forum I Business Park Santa Ana, San Jose The Philippines 1880 Building, Eastwood City Cyberpark Bagumbayan, Quezon City 1100 Poland Luzycka Office Park ul. Luzycka 6, Building B, 1st floor 81-537 Gdynia Romania Westgate Park, Building H1 24 Preciziei St. Bucharest 062204 South Africa Knowledge Park 2 Heron Crescent, Century City Cape Town, 8001 Sri Lanka HNB Towers, Level 12 479, T B Jayah Mawatha Colombo 10 UAE 3W 113 Dubai Airport Free Zone, P O Box 54378, Dubai
wns.com