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Bpo overview niit


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Bpo overview niit

  1. 1. © 2014 NIIT Technologies Confidential BPM Overview
  2. 2. © 2014 NIIT Technologies Confidential NIIT Technologies: Global IT & BPO Services Organization Sharp vertical focus  229 clients across 18 countries  80%+ revenues from 3 core verticals: • Travel and Transportation (TTL) • Insurance • Banking, Financial Services  40%+ revenues from TTL vertical  Listed in the Forbes Asia's 200 Best under a Billion Companies in 2013  Ranked Leaders in RDM BPO 2014 under ‘Instrument Data view’ category by NelsonHall NEAT Matrix  Ranked as Emerging Player in Everest 2014 FAO PEAK Matrix True global presence  Global Delivery Network with centers in : • Augusta, USA • Madrid, Spain • Manila, Philippines • Several locations in India Ranked No.1 globally in 2012 ASTD (American Society for Training and Development) BEST Awards “Award for Delivering Business Value” National Awards for Excellence in June 2014 “Best Managed Services” Outsourcing Excellence Award in April 2014 Ranked 6th in Top Employer category at Asia's Best Employer Brand Awards 2013 2 Acknowledged specialist provider
  3. 3. © 2014 NIIT Technologies Confidential  Industry leading ProcessGym™ consulting Methodology  Seamless transition through BPM3 framework  Successful Six Sigma & Lean implementaton for process standardization, optimization and reengineering  TermsMonitorTM - Workflow management tool with real time monitoring and performance dashboards  K-Portal - In-house knowledge management tool  Center of Competence  Domain centric IP assets & Practice teams  IP Led Integrated IT BPO Solutions  Experienced domain experts and industry leaders in focus verticals  Blue chip clients: Emirates, UBM Aviation, Air Berlin, Morris, DLG, SEI, Voya  Consistently rated ‘Excellent’ on client satisfaction score for most of our clients  “Awarded for Delivering Business Value” National Awards for Excellence in June 2014 by “National Award for Excellence in Outsourcing and BPO” NIIT Technologies BPO Overview Proven Expertise Vertical knowledge led BPO New Ideas, More Value™ led Business Process Management 3
  4. 4. © 2014 NIIT Technologies Confidential Global Delivery Footprint - BPM Legend Delivery Center LEED Platinum Certified Campus Augusta Madrid Gurgaon Greater Noida Bengaluru Manila 4
  5. 5. © 2014 NIIT Technologies Confidential BFSTTL MediaInsurance • Passenger revenue Accounting • Fare Audit • Route Profitability Analysis • Disruption Monitoring • Contract Loading • Content Management • Survey Campaigns • Account Administration • AML/Fraud Mitigation • Reconciliations • Asset Transfers • Trade Processing • Performance reporting • Master Data Management • New Business Setup • Policy Administration Services • Underwriting Support • Benefits Administration • Risk Aggregation Services • Ad Creation services • Product Designing Services • Online and Rich media Multi Channel Phone Email Chat Finance & Accounting Contact Center Research & Analytics HRO Business Process Services 5
  6. 6. © 2014 NIIT Technologies Confidential Multi Channel Phone Email Chat Contact Center Services Customer Services Technical Support • Level 1 Remote Technical Helpdesk • “How to” Questions • Account Administration • Query Resolution and Escalation • Ticket Resolution till closure • Enquiries • Follow up calls • Post Sales Warranty Support • Product support • Feedback Management Sales & Telemarketing • New Customer Acquisition • Specialty Telemarketing programs • Cross Selling • Up Selling • B2C consumer Surveys • Data Research & Analysis • Follow up calls Inbound •Inbound Customer Care •General Enquiries/ Query Management •New client acquisition •Up/Cross Selling •Website Navigation Support Outbound •Retention Sales •Customer Retention •Verification Services •Follow up calls TermsMonitor™ 6
  7. 7. © 2014 NIIT Technologies Confidential Long Standing IT – BPM Relationship 7 ADM Testing IMS BPM SMAC 17+Global Asset Administrator 15+ 12+ 16+ 06+ 06+ 03+ 02+ 02+ Client Years Engagement Initiation Engagement Expansion
  8. 8. © 2014 NIIT Technologies Confidential Models Models Models Delivery Delivery Delivery Skills Service culture Best in class experience ODC Virtual Captive Securing IP and internal knowledge while outsourcing Remote Management Cloud based IT- BPO Future proof Offshore, T&M/Fixed price Right – shore, outcome based Win - Win Build Co-create Industry leading solutions Mutli - Vendor Integrated IT - BPO Quick Time to Market New Ideas More Value –Transformational Engagements ExampleTraditional New Value Global Asset Administrator Best offshore service award Best Managed Services Outsourcing Excellence Award 8
  9. 9. © 2014 NIIT Technologies Confidential ProcessGymSM - Continuous Improvement Management Operations Technology SME Six Sigma, Lean Process Gym Consulting Team Process Study Operations Technology Output • Improved Processes • Efficiency Roadmap • Outsourcing Possibilities and Solutions • 10+ Clients have reaped benefits from Process Gym • More than 20% savings on implementation of recommendations Gap Analysis Process Overview & Stakeholder Analysis Cost Benefit AnalysisBaseline Validation • Understand the “As Is” process, IT (Applications) & Infrastructure state • Agree Scope, objectives and procedures • Convert Voice Of Customer to Critical To Quality metrics. • Process Prioritization • Identify key issues, VA & NVAs in processes • Conduct risk assessment • Validate all key issues and confirm the current baseline performance • Create re-engineered “To be process Maps” • Recommendations on process automation • Cost Benefit Analysis • Create Risk Mitigation Plan 9
  10. 10. © 2014 NIIT Technologies Confidential TermsMonitor™ - Enterprise Relationship Management System 10 Web based application for managing the dynamic business environment, online communication & collaboration 24X7 access online process information Repository of process performance data Structured and standardized approach for sharing project information Online quality monitoring framework Informed decision making through real time reporting and process health Manage employee life cycle management. QualityReporting Technology EcosystemResource Allocation
  11. 11. © 2014 NIIT Technologies Confidential K-PORTAL™ - Knowledge Management System 11 Ranked No.1 in 2012 The ASTD (American Society for Training & Development) BEST Awards recognize organizations that demonstrate enterprise-wide success as a result of employee learning and development. • Knowledge portal is based on SharePoint Technologies • Each program has their own workspace • Enables faster dissemination of updates and announcements • K-Portal has following features available for each program.: • Announcement • Document repository • Discussion board • Quiz • Wiki based content management • Version Control • Audit Trail • Retrieval and Search • Announcements are shared via: • Emails • RSS feeds • Knowledge Checks and GAP analysis Process updates Knowledge repositories Knowledge Dissemination Knowledge Check & GAP analysis Online Training K-Portal • Shared documents • Process updates • SOP’s Quiz • Quiz • Discussions • Customized Content • Forums • Internet / intranet • Email • RSS Feeds
  12. 12. © 2014 NIIT Technologies Confidential Personnel Security Measures Physical Security Measures • Background checks • Confidentiality agreement • Security awareness and training • Dedicated ISMS team • No access to Internet/ external emails/ Printers • Access to external storage media is restricted • “No Paper” and “Clear Desk” Policy • No mobile phone policy on floors Information Security Measures Arun Kumar Anand, Chief Information Security Officer (CISO), NIIT Technologies is the winner of the DSCI (Data Security Council of India) Excellence Awards 2013 for Security Leader of the Year. 12 Comprehensive Information Security Framework
  13. 13. © 2014 NIIT Technologies Confidential 13 THANK YOU