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© 2014 NIIT Technologies Confidential BPM Overview

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Page 1: Bpo overview   niit

© 2014 NIIT Technologies Confidential

BPM Overview

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© 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

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Acknowledged specialist provider

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© 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 BPONew Ideas, More Value™ led

Business Process Management

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© 2014 NIIT Technologies Confidential

Global Delivery Footprint - BPM

Legend

Delivery CenterLEED Platinum Certified Campus

Augusta

Madrid

Gurgaon Greater Noida

BengaluruManila

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© 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 & AccountingContact Center

Research & AnalyticsHRO

Business Process Services

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© 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 SupportOutbound•Retention Sales•Customer Retention•Verification Services•Follow up calls

TermsMonitor™ 6

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© 2014 NIIT Technologies Confidential

Long Standing IT – BPM Relationship

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ADM Testing IMS BPM SMAC

17+Global Asset Administrator

15+

12+

16+

06+

06+

03+

02+

02+

Client Years

Engagement Initiation Engagement Expansion

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© 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

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© 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 AnalysisProcess 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

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© 2014 NIIT Technologies Confidential

TermsMonitor™ - Enterprise Relationship Management System

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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

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© 2014 NIIT Technologies Confidential

K-PORTAL™ - Knowledge Management System

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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

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© 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.

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Comprehensive Information Security Framework

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© 2014 NIIT Technologies Confidential 13

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