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WNS (Holdings) Limited (NYSE: WNS), is a leading global business process solutions company. WNS offers business value to 200+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare and Utilities. WNS delivers an entire spectrum of business process outsourcing services such as finance and accounting, customer care, technology solutions, research and analytics and industry-specific back-office and front-office processes. WNS has delivery centers world-wide, including China*, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, UK and US.
Established 1996 Stock Symbol NYSE - WNS Employees 25,000+


Client-centric Approach

Technology-enabled BPO

Vertical Approach

FINANCIAL STRENGTH (Year ending March 31, 2012)

Net Revenue (Revenue Less Repair Payments - Non-GAAP): USD 436.1 Million

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

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

Domain Leadership Technology and BPO Leadership n Quality Leadership n Recognized as a Leader in Global WNS Inducted into the Medici n Insurance BPO Solutions by Winner of Golden Peacock Hall of Fame for Innovation, 2013 HfS Research Global Business Excellence n WNS South Africa Captures Four n Award - 2013 Best 20 Leaders by Industry focus: BPeSA Awards - 2012 Financial Management IAOP n Recipient of the Top CIO100 n WNS Receives Dual Recognition 2012 Global Outsourcing 100 Award (2012) and the at the BPO Excellence Awards n Industry-specific multi-year winner Networking Pioneer Award 2010-11 Top 20 of IAOP 2012 Global 2012 n Recipient of Best New Outsourced Outsourcing 100 rankings n WNS recognized with the CISO Services Delivery by Shared n WNS ranked among top 100 in the 100 Awards 2012 Services & Outsourcing Network 6th Annual GS100 list in three n Recipient of the Golden Peacock (SSON) - 2010 categories: Top Global Mid-Tier BPO Innovative Product / Service n Recipient of Best New BPO Vendors; Top FAO Vendors and Top Award (2011) for WNS Analytics Locator of The Year by Business SM Industry-Specific BPO Vendors Decision Engine (WADE ) Process Association of Philippines n Positioned as an Industry Leader in n Recognized for Best Process (BPAP) - 2010 Magic Quadrant** for Improvement Program at the Comprehensive Finance and Global Process Excellence Awards Accounting (F&A) BPO by Gartner 2011 by IQPC (June 2011 and 2012)

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

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

Consulting and Professional Services

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

Research and Analytics n Market research n Business research n Financial research n CRM analytics n Data solutions and management


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


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


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,

Retail and Consumer Packaged Goods

Smart Strategy Solutions

entry strategy, balancing portfolio investments n Consumer and market insights, innovation strategies n Power brand strategy, marketing spends optimization
n Market

Supply Chain Solutions

n Retailer-supplier

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)

Next Gen Customer Service Solution

n Moving

from customer relationship management to trans-channel enhanced customer experience, multi-channel commerce initiatives

Shipping and Logistics

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

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


Customer Acquisition
n n n n n n n

Operations and CRM

n n

Order entry Order fulfillment Contract management Lead generation Outbound sales Sales analytics Cross-selling and up-selling analytics

Inbound contact center

Order Provisioning and Order Management


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

Sales and Contracts Administration

n n n

Telemarketing Inside sales Pricing and contract preparation Sales order taking Ordering support Inbound contact center

Billing Data management (forms, administrations)

n n n

Travel and Leisure

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

Utilities and Energy

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

Contact Center



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

Voice (inbound / outbound) E-mail White mail Chat


Dutch English French German Italian Nordic Portuguese Spanish

Social Media

Computer-aided Telephonic Interviews (CATI) Technical help desk Specialty help desk

Customer care analytics Order-to-Cash


Finance and Accounting

n n n

Supply Chain Finance

n n n

Accounts payable

Accounts receivable Billing and cash application Order management Credit control Collections

Product costing Inventory accounting Manufacturing accounting

Expense reports

Payment processing


Industry-specific Accounting

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

Law Firm Back-office


Corporate Legal Support

n n n

Freehold and leasehold conveyancing

Digital dictation transcription Accounts payable and general ledger Employee data management and payroll

Contract management

Legal research

Mortgage re-financing legal processing

Litigation support

n n

Title checking services

Personal Injury Claims

n n n

HIP back-office

New claims processing

Medical evidence evaluation

Claims settling and closing

Research and Analytics

For Banking and Financial Services

n n

For Travel and Leisure

n n

Financial Research

Customer lifecycle analytics

Corporate finance Equity research M&A research Analytical support

Customer lifecycle analytics

Campaign and channel management

Campaign and channel management

n n

Risk monitoring and scoring

Contact center workforce analytics

Fraud and collections analytics

n n

Web analytics

Procurement Analytics

n n n

Network planning

Revenue management and pricing

Spend data analysis Market intelligence Supplier management and analysis Sourcing support

Contact center analytics

Measurement and reporting

Measurement and reporting

Data Services

For Utilities and Healthcare

n n n n n n

Market and business research

Data aggregation and consolidation

Shared Services

Demand forecasting

n n

Data cleansing

PowerPoint charts MIS reporting Finance and accounting Data management

Customer lifecycle analytics

Customer risk scoring

Trend analysis and report generation Executive dashboards

Loss management modeling

Measurement and reporting

Market Research (Primary Research)

n n n n

For Retail and Consumer Packaged Goods

n n n

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

Custom analytics and data services

Analysis and presentation

Management information tools

Business Research (Secondary Research) n Company research

n n n

For Insurance
n n

Industry research

Customer lifecycle analytics

Business intelligence

Campaign and channel management

Library services

n n n n

Actuarial analytics

Underwriting analytics

Claims analytics

Measurement and reporting

Transformation Solutions

Consulting and Program Management Services


Process and Quality Services


Technology Services

Transformation strategy definition and planning

Quality program strategy and establishment

Enterprise solution / ERP optimization Application development, maintenance and support Business process management Business intelligence and analytical solutions Infrastructure and network services

Global, multi-domain solution definition / development

Problem definition and root cause analysis

Transformation roadmap and business case development

Performance enhancement, benchmarking and metric definition

Program and change management

Process re-engineering (Six Sigma, Lean)

Business case realization and validation

Program and change management

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.

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

Business Unit Management Team

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

Arun Kharbanda Capability Practice Leader, Research and Analytics Services

Sulakshana Patankar Business Unit Leader, India Business and Strategic Initiatives; and Utilities

Edwin Harrell Chief Executive Officer, WNS Assistance

*Services 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.

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

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