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Company: WNS Global Services
Category: Best Learning & Development Strategy

Nomination Title: Best Learning & Development Strategy



WNS is a leading business process management (BPM) organization with a revenue of ~ USD 900 million and over 44,000 employees across 61 offices in 14 countries, enabling 350+ clients to transform their business outcomes with operational excellence. The BPM Industry is evolving rapidly to embrace digital transformation as a growth lever. Being a strategic partner to our clients, it has been our endeavor to adapt these shifting paradigms, especially those caused by Digital.

WNS acknowledges the forthcoming challenge by enabling our talent to acquire new- age competencies and future skills.

Our talent and learning strategies are geared to ensure that we are ahead of the industry. Our programs are proactive to ensure we build future capabilities & continuously upskill on functional competencies, while keeping the employee aspirations in mind. We aspire to create a workforce that is digitally capable with a design thinking mindset. The learning strategy is well integrated with our business needs and talent practices.
With this intent, we have structurally integrated the talent, learning and organization teams. Key tenets of our talent strategy:

A. Build a future- ready workforce

B. Inclusive growth for all

C. Digitally- enabled learning

D. Personalized learning journeys for top talent & senior leadership


A]. Digi- ready workforce: Technology tools for our workforce to thrive in the digital world:

-Digital Education Programs - Structured, curriculum- based, industry relevant certification programs to plug in vocational deficiencies of future skills with a focus on developing Automation Experts, Super Agents and Design Thinkers.

Our reskilling journey started with two certifications - WNS Certified BPM Professional and WNS Certified Digital BPM Professional.

-FutureSkills - in partnership with NASSCOM (a trade association of Indian IT/BPM industry): A unique platform for internal talent to build capability & skills in 9 emerging technologies

-Digital Competency Framework: Engaged with Deloitte Consulting to create and implement a unique digital competency framework

-Digital Readiness Assessment: Organization- wide effort to assess the digital readiness of the workforce - to identify gaps and build targeted interventions

-Flexible Learning Model: Democratize learning through “GLINT” – an AI- driven, learner centered experience platform

-Compass: Dedicated, self- paced learning platform for managers transitioning into new roles


B]. Talent Programs: Competency- based focused interventions for specific employee groups

-Aspire: Grooming future leaders for critical client facing roles and building a succession pipeline

-Signature Leadership Development Program: 12- month blended learning journey for top 100 leaders in partnership with Korn Ferry and Harvard University

-Centurion: Future women leadership talent program

-Competency- based Learning: Series of workshops aligned to our Leadership Competency Framework – “Winning DNA” to build effective leadership competencies-

-Domain University: Self-paced interactive modules designed to each business unit to develop expertise of associates and leaders.


Talent Metrics:

The key outcomes of the Digital Transformation Program have been positive from business and client feedback perspectives.

-Business Impact of Digital Capability Building Initiatives:

-30% of our frontline employees & mid- level managers will be repurposed and future ready to take up digital disrupted roles

-Graduates for the three certification courses have worked on 123 Capstone projects based on real business scenarios

70000+ hits on e- learning platforms

-Confidence to take up disruptive challenges with existing clients and even claim new business models

-The future proof employee base who are also domain experts is a feed to the RPA projects

-WNS has won the ATD Best Award 2020 for Innovative Learning Initiatives Business Impact of Talent Programs:

-Signature Leadership Development Program (SLDP): Enabling leaders to define the BHAG and is enabling them to achieve it

-Aspire: Talent Fungibility: Creating internal talent ecosystem for more than one business critical role.

-Talent retention of 92% in Leadership RolesCenturion: Created a sustainable talent pool of women leaders (34 leaders) to take up critical roles. Diversity strategies have enabled an increase in women representation in the workforce to 45%, up from 39% in 2015

-Competency- based Learning: Created a learning pathway to groom associates to leadership level


In 2019, ~ 60% of the employees received specialized training through programs designed to deepen domain expertise, develop leadership skills and create a future- ready workforce.

Winning DNA framework: is the leadership competency framework at WNS. This framework is the cornerstone of our 'Integrated Talent Management Program'. This is centered on four core areas that make our employees aligned to our core values, vision, mission and business goals.

All our talent development programs are designed keeping the Winning DNA framework in mind.

We are attaching the following documents and external / internal communication which would substantiate our claims shared above about our L&D Strategy.

Links/Supporting Documents: