About Hinduja Global Solutions
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About Hinduja Global Solutions

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The presentation covers the journey of Hinduja Global Solutions Limited (HGS), which is a part of the multi-billion dollar conglomerate – Hinduja Group, and is a global business process and customer ...

The presentation covers the journey of Hinduja Global Solutions Limited (HGS), which is a part of the multi-billion dollar conglomerate – Hinduja Group, and is a global business process and customer relationship management company. HGS is engaged in the business of information technology/information technology enabled services. HGS and its subsidiaries offer business outsourcing solutions, online customer support, technology outsourcing, contact centre solutions, back office transaction processing and more, across North America, Europe and Asia.

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  • Defiance technology
  • Canada – Delivery center – Montreal, Dartmouth, Dartmouth Corporate, Charlottetown, Charlottetown Corporate, Montague, Kentville, Antigonish, Liverpool, Timmins, Pembroke1 & 2 Markets Catered- Canada, North America Services- Technical support , sales inbound, sales outbound, customer care, customer retention

About Hinduja Global Solutions Presentation Transcript

  • 1. Corporate ProfIle
  • 2. At our core...
  • 3. Heritage...Established in 1914, the Hinduja Group has a multi billion $ turnover with operations in 35 countries, employing over 65,000 employees.
  • 4. Who We Are... Global provider of BPO and CRM solutions Revenues - $ 300 Million 520 clients, 24000+ employees,11 countries, 54 centers 37+ years, 250 million calls & 50 million data transactions / annum Listed Company – Financially Sound – S&P Crisil Rating AA-
  • 5. Presence… UK NETHERLANDS CANADA GERMANY FRANCE ITALY USA INDIA JAMAICA PHILIPPINES MAURITIUSUNITED STATES INDIA PHILIPPINES CANADA UK ITALY MAURITIUS GERMANY FRANCE NETHERLANDS JAMAICA- PEORIA - BANGALORE - HYDERABAD - MANILA - MONTREAL - BELLEVILE - LONDON - ROME - ROSE HILL - HAMBURG - PARIS - ROTTERDAM - KINGSTON- WATERLOO - MUMBAI - DURGAPUR -ILOILO - DARTMOUTH - LIVERPOOL - SELKIRK- EL PASO - CHENNAI - MYSORE - CHARLOTTETOWN - TIMMINS- St. LOUIS - NAGERCOIL - GUNTUR - MONTAGUE - PEMBROKE-WARRENVILLE - - SILIGURI - KENTVILLE - NORTH BAY-GREENFIELD - THUNDER BAY--Princeton
  • 6. Industry Verticals... Automotive Media and Entertainment Banking and Financial Services Pharmaceuticals Consumer Electronics Publishing Consumer Packaged Goods Restaurants Consumer Products Retail Healthcare Technology Insurance Telecommunications Logistics and Transportation
  • 7. Our Solution • Agent focused culture People • Tenured global management teams • Dedicated country HR teams • Excellent support services across the organization • Cross-functional process improvement involvement Process • ISO 9001, ISO 27001, HIPAA, SAS 70, GLBA, PCI & eSCM –SP 4 • Carefully documented Standard Operating Procedures • World class and flexible solutions Technology • Scalable across HGS global locations • Secure – Serving data security needs of large payers • Client system integration capabilitiesGreat People, Defined Processes and Cutting Edge Technology
  • 8. Growth… 978 1400 1700 5000 7000 9500 12600 14500 15600 19442 24000 Headcount Global IT / BPO 13 23 32 46 66 97 160 175 196 242 323 Revenue (US$ million) 1 2 4 8 19 20 20 24 25 32 54 Delivery Centers Number of Clients 4 15 20 40 60 70 75 80 80 110 520 Worldwide2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012
  • 9. Our Journey… Beginnings Market Entry Growth Integration Expansion 2000 2001 - 2004 2005 - 2006 2007 - 2008 2010 - 2012 Launch of BPO  Acquisition of  Acquired Source One  Acquired Affina - Foray  Acquired Careline services Philippines center into more verticals Services  BS 7799 Certification First  1500 seat facility  Partnership  Expanded into Tier International in Bangalore,  Strategic foray into established in III Centers in India – Insurance India National Markets Colombia Guntur and customer with Nagercoil 23 seats  Employee  300 seat DR center in  First Healthcare Strength - 1700 Mauritius contact center in  Operations ISO 9001:2000 Manila commence at Global certification  Listing on NSE /  HIPAA Certification Village SEZ in BSE  ISO 27001 Certification Bangalore  Employee strength - 7,000  Most Innovative BPO  New centers at Iloilo Company - ICT ( Philippines) and Siliguri (India)  Acquired On-Line Support & HCCA  E-SCM Level 4
  • 10. Organization Structure…Srinivas Pala Sanjay Sinha Subramanya C Anthony Joseph Ashwin Hoskote Narasimha Murthy Kanti Rustagi Bryce Hayes Deepak Rastogi Finance M&A - HR, Technology Human Resources Business Excellence Shared Services Legal & Secretarial Sales & Strategy & Client Services Business Planning Functional heads Partha DeSarkar Global CEO Business heads Kathy Hamburger Sridhar.K Ramesh Gopalan Pushkar Misra Subhankar Ghosh Charles Cooper Ross Beattie North America India – Domestic India - International Philippines Europe HGS UK & Europe HGS Canada
  • 11. Service Matrix… Geography Delivery Center Markets Catered Services Bangalore Durgapur North America Customer Care, Sales, Collections, Chennai Nagercoil India Technical Support, Plan Build, Claims Processing, Mumbai Guntur Middle East Medical Coding, Back Office, FOS India Hyderabad New Delhi Mysore Siliguri Warrenville El Paso North America Customer Care, Sales, Order Processing, Analytics and MarketUnited States of Peoria St Louis Research, Warranty Claims Processing, Document Management, Back America Waterloo Montreal Office, Product and Literature fulfillment Philippines Manila North America Customer Care, Sales, Collections, Order Mgt, Fulfilment & Back Iloilo Office Mauritius Mauritius North America Customer Care &Transaction Processing United Customer Services, Technical Helpdesk, Switchboard, Customer London Preston UK Kingdom Billing, Cross-selling & Up-selling, Customer Lifecycle Management, Selkirk Telesales, Order Processing Montreal Liverpool Canada Technical support , sales inbound, sales outbound, customer care, Dartmouth Pembroke North America customer retention Canada Charlottetown Belleville Kentville Timmins Montague North bay Thunder bay Italy Rome Italy Customer Service Hamburg Germany, Austria & Customer Service Germany Switzerland France Paris Paris Customer Service Rotterdam Belgium, Netherlands & Netherlands Customer Service Luxembourg Jamaica Rotterdam Jamaica Customer Service Customer Service
  • 12. Industry Recognition… Top 15 ITES BPO exporters FY 07/08/09/10/11 Gold Medalist Competency Development Top 2 Call Centre Companies globally Gold Medalist Lean Six Sigma Ranked # 43 in 2012 Global Outsourcing 100 by IAOP Best Employer Brand Award (BPO) 2009 Winner “Six Sigma Excellence Award 2008”
  • 13. Industry Recognition… Winner Of Most Innovative BPO 2008 Philippines Ranked # 2 Performing Call Center Worldwide in the past three years Winner “Intelligent Enterprise Award IT/ ITES” Top 10 Employers Employee Satisfaction/ HR Practices One of the 200 “Best under a Billion” Forbes Asia One of the Top ITES Companies in India Deloitte Fast50 – Ranked # 30
  • 14. Quality Certification... ISO 9001:2008– ANAB ISO 27001: 2005 HIPAA – Health Insurance Six Sigma Process SAS 70 – Type I & II GLBA eSCM-SP 4 Improvement
  • 15. HGS offers Transaction Processing and Contact ServicesCompetencies across industry verticals… INDUSTRY EXPERTISE SERVICE CHANNELS Insurance  Pharmaceuticals BLENDED CONTACT Health Care  Utilities Voice & Email Voice Banking & Finance  Logistics & Transportation Voice & Transaction Email Telecom  Media/Entertainment Fax Consumer Electronics  Technology TRANSACTION PROCESSING White Mail PROCESS COMPETENCIES TRANSACTION PROCESSING OUTBOUND VOICE INBOUND VOICE Mailroom & Scanning  Telemarketing Customer Care Collections Claims Processing & Adjudication Lead Generation Technical Help Desk Plan Building, Claims Database Building/ Cleaning Service Provisioning Audit, Help Desk, OPR Soft Collections Product Support Order Fulfillment Welcome Calls Cross-sell & Up-Sell Account Maintenance Provider Calls Directory Enquiry Application Processing Member Calls Fulfillment Services Human Resource Outsourcing
  • 16. We are business process transformation partners forour clients... Flexible Engagement Robust Delivery Six Sigma BPMC Approach Models Cost-effective Partnership Approach Management expertise and proven customer engagement models Vendor management Technology Expertise Multi level BCP ISO 27001 Certified expertise Stringent Talent People Effectiveness Exp. Senior Team Comprehensive Training Acquisition Vendor Viability Hinduja Group Backing Listed & Committed Funds for Growth Experience in managing Planning & Rapid Scalable Infrastructure infrastructure in 6 countries DR Sites Implementation
  • 17. Business Excellence Framework… Assurance Control Improvement Organization Capability Compliance & Audits Quality Group Continuous Improvement Group Group Group Excellence Frameworks Compliance Operations Quality Opportunity Assessment • eSCM/COPC • Statutory and Regulatory • Transactions Monitoring • Process Capability Baselining - Implementation and Compliance • SLA Management • Benchmarking Evaluation Management • Industry Specific Standards • Metrics Management Continual Improvement - Training • Contractual Compliance • OpEx Scorecard Reporting Methodology • COPC table F deployment • Adherence to • COPC Table F Implementation • · Small Improvements/ KAIZEN • Project Health Assessments - Compliance Methodology • Adherence to • LEAN Perception Management - Operations Methodology • Six Sigma • Best Practices Management Audit Transition Quality • Diet Six Sigma • Customer Satisfaction Survey • Quality Management System • Customer Interfacing • Improvement Methodology • Internal Customer Satisfaction • Information Security • SLA Base-lining Training & Awards Survey • Management • Metrics Management • Training on • Taking relevant action based • Environment Management • Adherence to - Quality Concepts on the surveys System - Transition Methodology - CI Methodologies Capability Enhancement • Occupational Safety and • Transition Assessments • Quality Professional • Knowledge Management • Health Management • Tollgate Reviews Excellence • Quality COE • Internal Audit Shared Services Quality • Program (QPEP) Brand Building • Self-Assessment • Process Creation and • Awards Management • Technical Papers • Adherence to Adherence Process Adherence • · Articles in Journals - Audit Methodology • Metrics and SLA creation • Adherence to Continual • · Seminars and management • Improvement Methodology Quality Tools and Macros Development • Coordinate with automation team for design and development • Small tools development and automation
  • 18. The Business Excellence Roadmap… 2007 – 2008 2011 – 2012 2008 – 2009 2009 – 2010 2010 – 2011 & Before Onwards• Operations Quality • HIPAA (Manila) • Business Excellence • Process standardization • eSCM Certification• Internal audits • Six Sigma Framework • Operations Methodology • COPC Certification• ISO 9000:2000 • Operations • CSAT, ICSAT • Project Health • CII-EXIM Bank Award Excellence Assessments• BS7799 • Transition Methodology • COPC Metrics • Shared Services• HIPAA • Best Practices implementation Assessments • Quality Professional Excellence Program • Knowledge Management • TQ Six Sigma • Quality Center of • Shared Services Excellence Quality • Benchmarking • Process Automation • Transition Quality
  • 19. Hiring Process... Stage 1 Stage 2 Stage 3 Stage 4 Candidate Classification Assessments / Tests Interview Process Closure Process Skill assessment done • Domain Knowledge • BackgroundCandidates are classifiedinto the following through the following • Customer Service Verificationbuckets : tests : Orientation • Criminal Verification• Voice/Non Voice • English Communication • Listening Skills • Reference Checks Test • Grammar• Inbound/Outbound • Offer • Comprehension Test • Pronunciation • Typing Test • Accent • Technical Test • Fluency • Basic Computer • Voice Quality Knowledge • Learning Ability • Analytical Skills • Right Attitude • Role Fitment
  • 20. Employee Lifecycle… Career progression Internal Job Postings Training Employee Engagement Programs Rewards & Recognition Mentoring WOW Induction
  • 21. Why HGS… We value relationships  “HGS is a highly trusted and valued partner that we will continue to grow with as our business grows.” – A Fortune 100 ‘Global Driver Risk Management’ Company we serve out of our Manila and India centers We believe in partnerships  30 clients are with us for more than 5 years, 7 for more than 10 years, 6 for more than 15 years, 8 for more than 20 years…and 1 client since the last 37 years… We understand your business  For one of our Fortune 100 clients, we commenced operations with 23 processors handling 1 type of claim and have today grown to 1400 processors handling 69 lines of business. We value your goals and end customers  We opened a Tier III BPO Center to help a client in its cost cutting initiatives during recession. We demonstrate expertise  A Fortune 100 health insurer entrusts us with settlements of annual claims worth more than 10 billion $, at an average of approximately 50 million $ per day. We strive for excellence  We handle 250 million calls, 48 million e-mails and 0.5 million white mails annually
  • 22. www.teamhgs.com www The contents of this document are proprietary and confidential to Hinduja Global Solutions Limited and may not be disclosed in whole or in part at any time, to any third party without the prior written consent of Hinduja Global Solutions Limited. © 2011 Hinduja Global Solutions Limited. All rights reserved. Copyright in the whole and any part of this document belongs to Hinduja Global Solutions Limited. This work may not be used, sold, transferred, adapted, abridged, copied or reproduced in whole or in part, in any manner or form, or in any media, without the prior written consent of Hinduja Global Solutions Limited.