NASSCOM Reskilling Series – The Journey of WNS

The USD 35 Billion Business Process Management (BPM) industry in India has had a momentous journey, evolving from call centers through Business Process Outsourcing (BPO), Knowledge Process Outsourcing (KPO) and Information Technology Enabled Services (ITeS), to emerge as the global hub for digital solutions. This evolution is demonstrated clearly in the growth of WNS Global Services.

The company started off as a BPO in 1996, when BPO signified a low-cost service provider, doing repetitive tasks for global companies. Today, WNS provides an end-to-end suite of technology, analytics and digital solutions to global clients across key industry verticals, helping them effectively tackle the challenges of changing customer behavior trends in a constantly accelerating world. In fact, WNS has emerged as one of the hottest players in the BPM industry.

WNS continues to progress in its digital transformation journey with an unwavering focus on its talent capabilities – which the company believes is a key element in its success. The NASSCOM re-skilling series explores WNS’s proven re-skilling mantras and the factors that make the company’s digital transformation journey unique.

How WNS drives Digital Transformation

Problem Statement: What are the factors that make the company’s digital transformation journey unique?

Solution: Developing digital talent takes one of two paths at WNS:

  • Reskilling for Base of the operations layer
  • Re-education for Managers and Leaders

Aiming to re-skill about 30% of its workforce (~20,000 employees) over the next three years, it created WNS Education for a serious, focused and structured digital education program. The initiative focuses on building core skills among BAND A (associates) and BAND B (mid-level management) employees.

A learner driven program, it has a Board of Studies (BoS), where senior leaders ensure the curriculum is relevant, need-based and contemporary. To ensure an immersive learning experience, NASSCOM’s FutureSkills platform has been integrated with WNS Education, supplementing its structured classroom-based re-skilling format with online learning.

WNS Talent Development CoE runs various flagship talent programs such as Aspire+, Centurion and other in-house certification programs.

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