Click here to download the paper.

Hear how some of world’s leading enterprises have leveraged a blend of domain knowledge, process re-engineering expertise and technology solutions to significantly enhance the way their organizations manage financial information and processes.

You will explore how to leverage intelligent automation and active dashboards to:

• Minimize delay penalties and improve early payment discounts on your accounts payables
• Eliminate risk of duplicate invoice payments, fraudulent invoices and overpayment due to human errors
• Enjoy real-time view of operational data on interactive dashboards
• Improve accounts receivables recovery with better visibility of receivables data
• Minimize idle cash with efficient cash flow forecasts
• Streamline F&A processes across geographies and business units and also across organizations in case of M&A

Who should attend:

• Chief Financial Officers
• Chief Operations Officers
• VP of Finance/Controller
• Director of Accounting/Finance
• Company Secretaries/CPAs
• Accounts Payable, Purchasing and Accounting Managers/Supervisors
• Business Process Managers, Finance and Accounting

Presented by:

Mr. Sunil Dixit
Vice President, Datamatics

Dennis Winkler
Director, Alsbridge

REGISTER NOW

Alsbridge will host a complimentary eSeminar from 11:00 AM – 12:00 PM ET (10:00 AM – 11:00 AM CT), on Thursday, October 6th, to provide important information about the current state of outsourcing in the banking industry.

Join industry experts Marc Liebman and Eric Smith for a complimentary eSeminar that will cover three case studies in which a bank wanted to compare pricing, terms and service levels to the marketplace. The examples explore the current state of IT and banking systems operations outsourcing, including specific instances that illustrate real opportunities for moving outsourcing in the banking industry into the 21st century.

Participants of this eSeminar will learn:

• The current state of outsourcing in the banking industry
• An analysis of three recent outsourcing engagements in the banking industry
• Future trends for sourcing in the banking industry – A Storm is Brewing

“This eSeminar will provide important information for heads of commercial, mortgage and retail lending and bank operations, COOs, CFOs, CIOs and sourcing executives,” says Alsbridge Founder and CEO, Ben Trowbridge.

Click here to register!

Register here: http://www.outsourcingleadership.com/knowledgebase/eseminars/os-banking-industry-stuck-in-90?utm_campaign=2011Q3-1006-banking-esem

This white paper explores the current state of IT and operations outsourcing in the banking industry, including specific examples from three recent outsourcing assessments that illustrate real opportunities for moving outsourcing in the banking industry into the 21st century.

Click here to download the free whitepaper by Alsbridge.

Systems In Motion’s investment in a truly agile, domestic technology development capability provides high performing US enterprises with the perfect balance between cost, expertise and business alignment needed to drive growth in a dynamic marketplace.

Service Lines

Systems In Motion’s key areas of expertise include the following horizontal services:

• IT Strategy and Consulting
• Application Development and Management
• Integrated Testing
• Business Intelligence and Data warehousing

Primary areas of vertical expertise include:

• Financial Services
• Healthcare
• Retail
• Telecom
• Manufacturing

Distinctive Capabilities

Systems In Motion is changing the status quo in the outsourcing industry. It is no longer true that a US enterprise has to go offshore to create cost efficiency for their technology investments. Though our focus on local workforce development, a strong foundation of operational expertise tightly integrated with deep domain consulting capability, Systems In Motion has developed a service model that is a true competitive differentiator for our customers.

Our Company at a Glance

• Year founded – 2009
• Revenues – Annual Revenue Run-rate is currently $22 million
• Employees – Total staff of 200+
• Service lines – Application Development, Application Management, Testing, BI/EDW
• Headquarters location – Fremont, CA
• Locations of global delivery centers – Ann Arbor, MI

For More Information

• Telephone – (415) 367-4479
• Fax – (510) 795-1421
• E-mail – info@systemsinmotion.com
• Web site URL – www.systemsinmotion.com

Recognitions

“I’m very impressed with Systems In Motion. Your engagement manager is a rock star, and the team outperforms my expectations in terms of their flexibility and commitment to quality. After working with large offshore companies for many years, I firmly believe that Systems In Motion’s Inshore delivery model is the right balance of agility and cost-performance for fast growing companies like Chegg. ”
- Chuck Geiger, CTO, Chegg.com

Case Studies

http://www.systemsinmotion.com/customers.html

Outsourcing Center studied this question within the context of 26 BPO relationships that were nominated in 2011 for its annual Outsourcing Excellence Awards program. The customers and providers ranked these relationships as highly successful in partnering aspects and in delivering the expected value proposition.

Even so, the study found that 69 percent of the relationships experienced some significant challenges that impacted the provider’s ability to continually provide the expected level of service.

The biggest challenges encountered by 69 percent of the studied relationships include (listed in order of most frequently cited):

1. Meeting the requirement for year-over-year cost reduction while at the same time increasing the volume of the work and also pushing the productivity level. Several buyers commented that this stretched-resources situation can cause burn-out among the provider’s employees and lead to higher attrition.
2. Changing market conditions and regulations in certain industries (especially healthcare, financial services and telecommunications). In most cases, it led to a need for different strategies in order maintain the buyer’s competitiveness in its market.
3. Delays from multiple hand-offs due to multisourcing.
4. New product releases in technology supporting the outsourced business processes; keeping up with the changes, fixing bugs, etc. cause a challenge in end-user adoption.
5. Short time line for launching expanded services. To achieve success in the time constraints required “over-managing,” which added costs and some relationship issues.
6. Surge in volume of work and need to ramp up quickly because the buyer’s pace of growth was higher than what the parties initially forecasted.
7. Having to keep our eyes on the ball everywhere to make sure that improvements in one area do not cause a negative impact to another area and lead to the service provider having to focus its attention from month to month on whichever area is experiencing trouble.
8. Conflicts that arise around the speed of decision making and communications about changes to all stakeholders, which are due to the differences in corporate cultures of the provider and customer.
9. Changes in organizational structure and/or top executives in either company led to changes in stakeholder priorities.

These challenges serve as alerts to companies planning for future outsourcing arrangements. While such situations are known risks that buyers and providers often include in the planning stages before signing their contracts, it’s important to note that companies seldom anticipate the full extent of the impact from these risks. With the exception of challenge #9 above, each company in the 26 studied relationships recognized these risks up front; but all underestimated the impact that such challenges would cause to the providers’ ability to deliver to expected performance levels.

L to R: Debra Floyd, COO, Outsourcing Center; Brain Duffy, Director of Sales and Service, Barclaycard US; Jeff Brown, VP – BFSI Operations, Firstsource; Linda Tuck Chapman, President, ONTALA

Outsourcing Excellence Award — Most Collaborative: Barclaycard US and Firstsource
“We are getting results that exceed our plan. By the end of the first year, performance of our former employees who are now on the Firstsource team was at or above what it was when we initiated the transition.”
Brian Duffy, head of service and sales, Barclaycard US

Criteria: The parties build an environment for collaborating on solutions and opportunities to produce win-win outcomes for the customer. This collaborative environment must be constant and not just when there’s a problem to solve.

Barclaycard US, the payments business of Barclays in the United States, issues American Express, Visa and MasterCard products through marketing partnerships with companies such as US Airways, Apple and the NFL. To handle its exponential growth, Barclaycard opened its own call center in Colorado for sales, service, collections and marketing in 2006. Eighteen months later “we realized that for this particular set of responsibilities, we would benefit from leveraging a partner,” says Brian Duffy, head of sales and service, commercial management, Barclaycard US.

The business sought to reduce its expense so it could provide more value to customers. The bank looked at offshoring. “We thought it would be best to go to market, sell the assets, re-badge the employees and buy back the hours. We saw this as a win-win for both parties,” recalls the Barclaycard executive.

At that time India-based Firstsource was looking to expand its presence in the United States. The two companies began their collaboration in 2008.

Collaboration and trust

Firstsource wanted to expand its presence in the Philippines; Barclaycard agreed to be its first voice client there. Based on its experience, Barclaycard knew its provider would be able to deliver the kind of service that would please customers.

On the business side, Firstsource allowed Barclaycard to restructure the agreement so it could count hours used in the Philippines for hours contracted in Colorado. As a result, Barclaycard funded less for the service because Firstsource’s operating platform in the Philippines is cost-efficient. Shifting more business to this location benefited Firstsource as well. The partners call this a “creative win-win.”

Collaborating on offshoring labor issues

Barclaycard says that when it faces staffing issues and needs access to service personnel quickly, it is able to rely on Firstsource. “We find that Firstsource aggressively puts together action plans and pulls levers necessary to address our challenges,” the head of sales and service says.

For example, Firstsource originally had difficulty in the first 90 days training and retaining representatives for the Manila center. “It’s a very competitive marketplace for employees,” Jeff Brown, vice president, operations for Firstsource, reports. Barclaycard executives met with Firstsource’s global COO to discuss the problem and come up with a solution.

The partners worked together to understand why people were leaving and what they had to do to retain them. “We addressed all compensation, benefit programs and employee satisfaction issues,” says Brown.

Firstsource discovered its salaries were below market, so it adjusted salaries accordingly. “They took it upon themselves to adjust salaries because it was the right thing to do to get the end result that we needed. They ignored their original target margin and took the right steps to ensure the program would be successful with the end user – the customer – in mind,” says Duffy.

This collaborative approach helped when Barclaycard reevaluated its approach to outsourcing debt recovery work, of which Firstsource had provided a share since 2009. The partners mutually agreed to move the business. Firstsource worked with Barclaycard to create a plan to compensate for the lost business that worked for both partners.

Barclaycard was also helpful when Firstsource wasn’t using all its space in the Colorado call center. The service provider was able to sublet unused office space in the Colorado location without compromising the quality or reliability of its services for the client.

Why this relationship works

Brown says the relationship’s success is based on a disciplined approach to understanding customer needs, tracking performance, making adjustments and delivering.

This discipline includes formal structure such as a governance calendar, “which ensures the right people are talking about the right things at the right time,” Brown explains. The partners communicate frequently and transparently to ensure they understand the objectives and challenges of both businesses.

Brown adds Firstsource takes the time to deeply understand the credit card business. “I spend a lot of time studying what Barclaycard’s competitors are doing,” he says. At the same time, he knows the bank is learning about what’s happening in the outsourcing world, especially the technology segment. “This allows us to make a deeper impact together,” says Brown.

The Barclaycard executive says Firstsource’s flexibility and collaborative spirit are key reasons for success of the partnership. “We operate in a rapidly changing marketplace. Credit card regulations have changed as did economic conditions over the past few years. We’ve changed our business model appropriately over the last three years. Firstsource is willing to make those changes with us,” Anderson says.

Brown says Firstsource is willing to make those changes because “we base our business on long-term relationships.”

“From the beginning, you couldn’t separate what we did from what they were doing,” says Duffy, adding there has always been open and transparent dialogue between Firstsource and Barclaycard. “They return our calls within two hours.”

”We offer partnership cards with more than 40 different retailers, travel providers and financial institutions,” Duffy says. “So we understand what makes a good partnership between two different businesses.”

As the second largest BPO company based out of India, WNS “extends the enterprise” of some of the world’s best brands. WNS provides industry-focused and cross-industry solutions in key industry verticals that include 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 such as finance and accounting, customer care, technology solutions, research and analytics and industry-specific back-office and front-office processes. We offer decision-support services through our Research and Analytics capabilities. Our Business Transformation Outsourcing enables the client organization to outperform as a highly efficient, productive and dynamic organization.

We enable clients to outperform with our passion for service and innovation. Clients benefit from our global delivery network and a comprehensive outsourcing services offering. Deep industry knowledge and expertise, a partnership approach, comprehensive service offerings and a proven track record enable us to deliver business value to many of the world’s leading companies. We are passionate about building an organization that is valued by our clients, employees, business partners, investors and the community at large. Our management team comprises accomplished professionals from leading global organizations. Each member brings deep business acumen and outsourcing domain expertise, ensuring a strong growth curve.

Service Lines

Banking and Financial Services – WNS has end-to-end capabilities in the banking and financial processes. We support diverse segments, including banking, asset management and brokerage. To offer a glimpse of our services across the value chain in a year, we process over five million checks, manage over one million customer and broker calls, and process more than three million back-office transactions. Our resources are certified professionals in public accounts, underwriting and SAS programming. WNS offers a proprietary software for lending management called Digital LoanTM.

Insurance Services – WNS offers end-to-end solutions across the entire spectrum of life, property and casualty, and health insurance processes. The quantum of our operations across the value chain is significant. In a year, we process over 20 million claims transactions, handle over one million customer transactions and over two-and-half million calls, and perform over 250,000 life and pensions transactions. Our resources in insurance are trained professionals with AICPCU (IIA) /IF-1 of CII / CPA / CFP and AAPC certifications. WNS offers clients its proprietary auto-claims management software, ProClaimTM.

Travel and Leisure Services – With over 30 clients in airlines, travel agencies and GDS providers, WNS has a deep understanding of the Travel and Leisure industry. Our services across the value chain include over 140 processes, many of which are end to end. WNS manages in a year over eight million customer interactions, 20 million flight coupons, five million passenger requests and cargo operations for 1,900 flights. Our resources are IATA and UFTA certified.

Finance and Accounting – WNS has a comprehensive service offering that supports end-to-end functions in a Chief Finance Officer’s office. In a year, WNS manages over 62 million transactions with a value of over USD 70 billion, delivers transactional to high-end F&A and supports transactions in over 25 major global currencies and multiple ERP applications. We have been consistently delivering over 40 percent annual savings to our clients and taking our relationships further through continuous process improvements and service levels. Our resources are CA / CIMA / CPA qualified. WNS has a global partnership with CIMA.

Research and Analytics – WNS has a rich pool of domain consultants who offer knowledge-intensive services that support executive decision-making. Our 1,500+ analysts with advanced qualifications, such as MBA, Chartered Accountancy and PhD (statistics), and service more than 45 clients in the United States and Europe. Our KPO services are spread across industry verticals such as CPG and Retail, Financial Services, Media and Entertainment, Professional Services and Emerging Verticals. The high-business-impact WNS KPO solutions come with multilingual capabilities.

Contact Center – As part of WNS Customer Care Outsourcing, our contact centers handle 20 million calls, two million e-mails and one million white mail in a year. The calls range from query handling to rules-based response and judgment-based decision-making. The WNS contact center handles scripted and unscripted calls, with an average handling time of eight minutes for unscripted calls. We run 35 different voice processes with 95 percent inbound calls and five percent outbound calls.

Legal Services – WNS offers legal processing outsourcing to clients that include the UK’s leading conveyancing law firms, personal injury litigators and global insurers. We have a resource base of over 400 skilled lawyers, legal graduates, paralegals and case handlers. We manage robust data and inbound/ outbound voice processes. Our service offering includes property law, personal injury claims, law firm back-office operations and corporate legal support services.

Transformation Solutions – WNS Transformation Solutions are geared towards aiding organizations to achieve sustainable business transformation through operational excellence. The three-pronged strategy includes operational transformation by leveraging our global operations with lower-cost operating models, process reengineering, benchmarking and best practices, and domain and technology innovations; sustainable change where we architect a transformation vision and road map that incorporates organizational change and enables the realization of sustainable business results; and actionable insights that leverage the WNS strength in analytics to drive direct business impact. Our service offerings include consulting and program management services, process and quality services and technology services.

Emerging Businesses – WNS has over the years effectively tapped into the emerging business opportunities in sectors such as Shipping and Logistics, Healthcare, Retail and Consumer Packaged Goods, Manufacturing and Utilities. Across the value chain, we process over two million customer transactions and manage payrolls for over 200,000 retail employees annually. WNS clients include several Fortune 500 companies.

Distinctive Capabilities

The WNS key differentiators “extend the enterprise” of our clients and are geared to help businesses outperform. The following distinctive values power each client relationship that WNS builds:

• Business Transformation: WNS recognizes the need for outsourcing to drive strategic change in an organization and create business value year-on-year. WNS looks beyond delivering operational efficiency, service level agreements and lowering costs and transforms the client’s business.
• Partnership Approach: WNS works seamlessly with clients through complete alignment of interests. We structure financial models that best respond to the stage of the relationship – transition, stabilization, continuous improvement – and our clients’ goals for the relationship.
• Deep Domain Expertise: Outsourcing services impact business performance when they are combined with industry intimacy. Our strong capabilities in each industry vertical we operate in, coupled with our endeavor to constantly upgrade the skills of our employees, ensure we deliver service with a distinctive edge.
• Global Delivery Capability: We offer global delivery capabilities to support our clients’ global enterprises. The WNS Global Delivery Network gives clients access to a scalable and flexible infrastructure with the desired skills, services, cultural alignment and language capabilities at the right price at onshore, nearshore or offshore centers.

WNS at a Glance

• Year founded: 1996
• Revenues: USD 616 million (2011)
• Employees: 21,000+ (2011)
• Service lines: Banking and Financial Services, Travel and Leisure Services, Insurance Services, Finance and Accounting, Research and Analytics, Contact Center, Legal Services, Transformation Solutions, Emerging Businesses
• Headquarters location: Mumbai, India
• Locations of global delivery centers: 23 delivery centers across India, USA, UK, Australia, Costa Rica, the Philippines, Romania, Sri Lanka and UAE

For More Information

Corporate Offices Telephone Nos.:

• Mumbai: +91 22 4095 2100
• New York: +1 212 599 6960
• London: +44 207 440 0800

Fax Nos.:

• Mumbai: + 91 22 2518 8307
• New York: +1 212 599 6962
• London: +44 207 440 0808

E-mail: info@wns.com

www.wns.com

Certifications

• ISO 9001:2008 – Bureau Veritas Certification, Moody’s International
• ISO 14000 – Bureau Veritas Certification
• ISO 27001:2005- British Standards Institute
• PCI DSS – Control Case
• SAS70 – Type II Attestation by Ernst & Young

Awards and Recognitions

BPO Leadership:

• Dual Recognition at the BPO Excellence Awards 2010-11
• Best New Outsourced Services Delivery by Shared Services & Outsourcing Network (2010)
• Best New BPO Locator of The Year by Business Process Association of Philippines (2010)
• Industry-specific multi-year winner – IAOP Global Outsourcing 100 (2010)
• Special Award at the NASSCOM Corporate Awards for Excellence in Gender Inclusivity in the Best BPO

Company category (2010)

• Dian Masalanta Award of the Year for being a dynamic new partner of the National Voluntary Blood Services Program by Govt. of the Philippines (2010)
• Best New Outsourced Services Award by SSON (2009)
• Among the Top 3 BPO Companies in India for six consecutive years (NASSCOM)
• Among the Top Ten BPO Companies to Work for in India (Business Today)

Domain Leadership:

• In the Top Five FAO Market Star Performer for the second consecutive year by Everest Group (2010 / 2011)

Quality and Technology Leadership:

• Golden Peacock National Quality Award for Overall Business Excellence and Quality Standards (2011)
• IDG Media CIO 100 Special Category Award in recognition of WNS’s Infosec architecture and implementations (2010)
• NetApp Enterprise Innovation Award (2010)
• Maharashtra State IT Award (2010)
• Best Project Achievement in Green Six Sigma Award at WCBF, USA (2009)
• Golden Peacock Eco-Innovation Award for Green Lean Sigma Program by The World Environment Foundation in association with the Institute of Directors (2009)

Case Studies:

• How WNS increased conversion rate by 50 percent for Travelocity’s inbound offline sales:
  http://www.wns.com/Resources/Case-Studies/Case-Studies-Detail/entryid/3.aspx
• Finance and Accounting: End-to-end consolidation of the order-to-cash cycle for a global air delivery and freight services provider:
  http://www.wns.com/Resources/Case-Studies/Case-Studies-Detail/entryid/30.aspx

By leveraging its nearshore location and full overlap with US-EST time zone, Belatrix is able to provide agile development services.

Belatrix was established in 1993 and started its exclusive focus on international outsourcing in 2001, which makes it one of the longest-standing IT outsourcing companies in Latin America.

Service Lines

• Software Development Outsourcing: Belatrix provides agile enterprise software development services on the following platforms and technologies: Microsoft .NET, Java, Android, iPhone.
• Software Quality Assurance: Belatrix’s expertise in QA is second to none in Latin America. With many public and Fortune 500 companies using its high value-added testing services: automated testing, functional testing, security testing, etc.
• Remote Systems Support: With a team of highly trained systems administrators, Belatrix helps its clients manage their IT infrastructure including mail servers, Linux and Windows servers ,and CISCO routers and firewalls, among many others.
• Graphic Design and User Experience: Belatrix’s dedicated team of graphic designers and user experience experts help our clients make sure that the applications not only work great but that they also look great and are intuitive for their users.

Distinctive Capabilities

• Cloud-based solutions: We have experience helping our clients implement cloud-based solutions and SAAS products.
• Advanced testing of complex software: Belatrix is the leading LatAm company when it comes to testing. Those that seek a complete and reliable quality assurance solution work with Belatrix leveraging its advanced automated testing skills as well as its deep understanding of different verticals such as finance, retail, e-commerce and e-learning among many others.
• Product Development: ISVs and SAAS providers find a strategic partner in Belatrix as its expertise in agile product development allows them to design, develop and deploy their solutions at a much faster pace, with complete visibility and control.

Belatrix at a Glance

Founded: 1993
Employees: 170
Service lines (business processes, IT infrastructure, IT applications): Software Development, Software QA, Systems Administration, Graphic Design.
Headquarters location: Mendoza, Argentina
Locations of global delivery centers: Mendoza, Argentina; Beijing, China; Lima, Peru.

For More Information

Telephone: +1 (617) 608-1413 x 2001
E-mail: businessdevelopment@belatrixsf.com
http://www.belatrixsf.com

Certifications

• ISO 9001:2008
• CMMi Level 2
• Microsoft Gold Certified Partner
• SUN Partner Advantage