Trinity

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Developing your Global Operating Model with WNS
March 2006
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Introduction to WNS
WNS Global Services is the leading provider of
vertically-focused offshore business process
outsourcing solutions, managing and operating
business processes for leading global
organizations

• Vertical domain focus and expertise
• Hybrid delivery model people, technology and
  process
• Over 9 years in the industry
• Proven, scalable processes and infrastructure
• 9500 associates globally across the organization
  
• Global delivery centers across India (Mumbai,
  Pune, Delhi, Nashik), Sri Lanka (Colombo), UK
  (Ipswich) and US (Tucson)
• Over 100 customers serviced 350 processes
• Transact over 10 billion of payables every month
• Manage more than 100 million transactions
  annually
• Consistently reducing costs up to 40 and
  continuously improving quality and driving
  process improvements

Illustrative Client List
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WNS Proven Track Record
Associates

• Acquires Trinity Partners

2005

• Nasscom RankingNo.1 BPO Company

• neoIT Global Survey

No.1 "Best Performing" BPO Company No.1 in
Human Capital Development

• Launches Colombo (Sri Lanka) and Gurgaon (India)
  delivery centers

2004

• Acquires healthcare business of GreenSnow Inc.
  (Nashik, India)
• Launched Knowledge Services Business

2003

• Warburg Pincus acquires majority stake
• Acquires Town Country Assistance (Ipswich, UK)

2002
1999

• Opens second delivery center in Pune, India

1996
British Airways sets up WNS in Mumbai, India

• Successful track record of over 9 years
• 2004-05 Revenues of US165 million

• Over 9,500 associates
• Growing at above 80 annually since 2002

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Industry Focused Business Units
Banking, Financial Services Insurance (BFSI)
Travel
Insurance

• Reservations services
• Customer service
• Loyalty programs
• Fare construction filing
• Cargo operations support
• Scheduling
• Revenue management
• Revenue accounting
• Accounts payable/receivable
• Invoicing
• Reconciliation (ARC/BSP)
• Employee services

• Loan processing
• Document indexing
• Underwriting
• Risk management
• Closing/ Post Closing
• Investor loan delivery
• Due diligence
• Loan Boarding
• Servicing
• Customer service

• Property Casualty, Life Pensions, and Health
  insurance
• Sales new business
• Policy administration
• Claims management
• Finance accounting
• Customer service
• Analytics

Claims Processing

• Asset Management
• New business set up
• Admin support
• Customer service
• Payments services
• Collections
• Finance accounting

• New business services
• Claims adjudication
• Policy administration
• Customer care

Healthcare
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Mortgage Solutions and services

• WNS-Trinitys mortgage solutions are categorized
  into two broad areas
• Business Process Outsourcing (BPO) services that
  are vertical domain specific and include
• Transaction Processing 30 processes migrated
• Contact Center Services scripted and unscripted
  processes
• Information Technology delivery as stand-alone
  services and in support of our BPO solutions
• IT delivery team across multiple disciplines

Services and Solution Categories
ENVISION TO EXCEL
BUSINESS PROCESS OUTSOURCING
SOLUTION PLATFORMS

• Lender Services
• Loan Administration

• Loan Origination
• Contact Center

• Offshoring Assessment
• Redesign Optimization
• Transition Optimize

• Digital Loan Management
• Lead Generation
• Document Follow-up

INFORMATION TECHNOLOGY DELIVERY

• Enterprise Application Design Implementation
• Application Maintenance Support

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Mortgage Banking Service portfolio
Sample target segments and processes across the
mortgage value chain
Loan Processing Underwriting
Closing Funding
Post-Closing Due Diligence
Origination
Servicing

• Lenders

• Lenders
• Mortgage Investors
• Lender Services Providers

• Lenders
• Lender Service Providers

• Lenders
• Mortgage Investors
• Servicers

• Lenders
• Mortgage Investors
• Servicers

• 1003 Input
• Service Ordering Credit, Title
• Rate Quotes Locks
• Required Loan Program Disclosures
• Phone-based Qualification
• Loan Document Indexing
• Credit Rescore Follow-up
• Good Faith Estimate

• Order VOE, VOD, VOM
• Order Appraisal, Title, Hazard Flood
• Run AU / Asset Grading
• Sign-off on Loan Conditions
• QC and Fraud Audits
• Policy Audits
• SSN Verification

• Draw Closing Documents
• Condition Validation
• QA and File Audits
• Order Wires

• Retrieve Trailing Documents
• Compliance Audit
• Loan Document Indexing
• Stack Files for Shipping
• Investor Delivery
• Audit purchased funded loans
• Confirm Title Recording
• HMDA Audit

• Loan Boarding
• New Loan Audit
• Customer Service
• Customer Segmentation Analysis
• Early stage collections
• Welcome Calls
• Default Loan Setup
• Default Management
• ARM Audit
• Payoff Processing
• Lien Release
• Loss Mitigation
• Investor Reporting
• Escrow Tax mgmt

Note future process migration
Sample Mortgage Technology Deliverables
Mortgage Technology Services

• Application Development
• Maintenance and support

• EDI toolkit
• Investor integration

• Digital Loan Management
• Title and escrow application

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WNS Technology Services Mortgage Services
WNS IT Services, a center of excellence shared
across verticals, delivers application
development and maintenance support solutions
as stand-alone services and in support of its BPO
solutions

• State-of-the-Art offshore development centers in
  Gurgaon India
• Onsite-Offshore development capabilities
• 190 strong IT delivery team
• Domain Consultants
• Project Managers
• Technical Architects
• Software Engineers at multiple levels of skills
• Multiple Technology focus and reliance on proven
  methodologies and best practices
• 24 x 7 support for Mission Critical processes
• Partnerships and alliances with leading product
  vendors and service providers
• End-to-end solution delivery capabilities in
  Mortgage Banking and Lender Services

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Offshoring Critical Success Factors
WNS has distilled these success factors for
managing and maintaining a competitive and
efficient offshore outsourcing operation

• Ensure the Partnership Model with the offshore
  center(s), whether outsourced or captive, is in
  line with the strategic objectives of the firm
• Select the partner that understands your
  priorities
• Strategic Risk Management Financial
  Operational
• Do not treat India (or other geographic
  locations) as a black box, but as an extension
  of your business
• Program Governance is clearly defined, supported
  by senior Executive Sponsorship
• Buy-in for the program is at all levels of the
  organization
• Program Management Office leverages a
  cross-functional, disciplined approach
• The Migration strategy is clear and measurable
• Rapid transition times are achieved if your
  partner understands your business
• Leads to faster ROI
• Measurement analysis is in the DNA of the
  delivery partner
• Dont just measure outputs, you need to
  understand the outcomes to make the right
  business decisions
• Provide visibility, via integrated dashboards, to
  multiple constituents
• Ensure that what is being measured and analyzed
  is directly linked to the business strategy

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Offshoring Critical Success Factors (cont)

• Recruit, hire, train and retain the right people
• The senior management team at the remote centers
  must be trusted partners
• The team must know how to execute Business
  Solutions, not just IT Solutions
• It is a challenge to find the right vertical
  business and domain skills and leaders
• IT Enablement must be an integral component of
  the offshore partners offering
• Its not just about infrastructure, but
  enterprise application development to enable
  business process
• E.g. 30 of Trinitys staff is dedicated to pure
  IT efforts
• Leverage IT to transition and manage processes
  offshore
• Accelerate the optimization of the processes to
  gain continual improvement in efficiencies
• Continually strive for operational excellence and
  efficiency
• 6-sigma discipline is engrained in the day to day
  operations of the company
• Navy Seals mentality tightly run operation
• Link to measurements quality and productivity
• Leverage the time differential and the 24 hour
  day
• Security is embedded into everything the
  offshoring partner does
• People e.g. email/Internet access prohibition
• Physical and virtual
• Certification e.g. ISO 17799 (BS 7799) ISO
  90012000

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KPO The Future of BPO
The BPO market is changing rapidly as customers
demand higher value offshore services and
providers look maintain their profit margins
the result is the growth of KPO

• KPO defined
• KPO Knowledge Process Outsourcing
• Subset of services offered by the BPO industry
  it is the next natural extension of traditional
  BPO
• Involves the delivery of high-level, knowledge
  intense transaction, contact center, research, or
  analysis functions by workers with
  domain-specific, vertical skills
• KPO drivers
• Customers demand more specialized and higher
  value services and solutions they want a
  provider who knows their business
• Margins in traditional BPO are squeezed as
  providers undercut each other on price to win
  deals
• Competitive pressures on early market leaders
  like India from countries like the Philippines,
  China, Sri Lanka have forced players to offer
  higher value services in order to maintain market
  share
• Industry consolidation has driven the creation of
  niche KPO players who must differentiate in order
  to gain market share

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KPO Advantages
KPO has tremendous advantages for customers, KPO
providers, and employees of KPO firms alike

• Customers
• Strategic extension of their business offshore
• Access to a highly skilled workforce
• Greater focus on quality and value-add than
  traditional BPO the provider understands their
  business
• Moves the offshore play beyond pure wage
  arbitrage
• Providers
• Deeper client relationships and longer term
  contracts
• Fewer retention woes (KPO attrition rates are
  much lower)
• Increased profit margins
• Better ability to compete with captive operations
• Employees
• Clearer career trajectory jobs are now in a
  specific industry, rather than in BPO
• More extensive training opportunities and more
  transferable skills
• Higher pay
• Uniquely positioned to capitalize on local
  markets once they evolve

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Arizona Advantages and Disadvantages
Arizona as a headquarters location has had
several unique advantages and disadvantages for
WNS

• Lower labor costs than other US states
• Access to bilingual skills in English and Spanish
• Less competition for talent than on the East or
  West Coasts big fish in a small pond

• Skillset shortage many of WNS-Trinitys
  employees were imports to Arizona
• Lack of cultural openness around outsourcing
  the anti-outsourcing factor
• Longer travel times to US and international
  destinations

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Thank You