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Presentation by Malcolm Wagget, Chief Operating Officer HSBC Global Resourcing, South Asia
The industry has grown and is maturing Global sourcing..not just a passing fad.but a business imperative
Global demand for ITES /BPO grew by 10.5 %, to reach USD 447.7 billion in 2004
USD Billion
2004Turning point
Indian ITES / BPO fastest growing segment
Forecasted to reach USD 5.7 billion in FY 2005 Domestic revenues are expected to double in FY 2005 Industry employee strength of over 250,000 and expected to grow by 40 percent in 05 Employment in sector to exceed one Million by FY 07-08
India remains the most widely used off-shore location and is expected to see maximum increase in spending in 2005.Morgan Stanley source: NASSCOM
Drivers of Growth
Competitive pressure
Impact on profitability Focus on more cost efficient business model
Sustained cost advantage Delivery process enhancement and improvement Resource flexibility Large pool of technically qualified, English speaking resource
Ability of Indian vendors to ramp up operations rapidly Expanding service offerings Shift towards high value services
Procurement
Fin & Acc Customer Care
1.3
13.9 40.4
1.7
15.1 44.9
24.9%
8.5% 11.2%
2.2
16.5 50.5
Logistics
Eng R&D Sales & Mktng Facility ops & Mngt Training
166.7
7.7 136.6 27.5 2.0
182.4
12.5 147.2 29.6 3.6
9.4
61.6% 7.7% 7.8% 76.3%
201
19.6 158.1 31.5 5.3
Source: IDC
Fund management
Risk assessment and actuarial analytics Commodities processing services
Most importantly, this growth will open avenues to a wide range of specialist skill sets
From basic customer service to analytics, underwriting and even Engineering R & D.
Employment in sector to exceed one Million by FY 07-08
the world
Top 5 brands worldwide Over 9,800 offices worldwide
Global Resourcing
Global function of HSBC, with direct reporting relationship with GHQ
Global Resourcing
Is an essential element of HSBC Group and contributes to the Group Strategy of Managing for Growth which is based on a strong coherent management of costs and investments Consists of 11 Group Service Centres located across 5 countries in Asia Partners with other HSBC business areas to provide world-class customer service, contributing to HSBCs business success
Customer Service
Customers
Branch
Hyderabad
Hyderabad
Kolkata
Trade
Credit
HR
IT Operations
CIBM
Insurance
Analytics
Securities/ Investments
Brings together a set of functions, expertise or skills, performed to a world class standard
SRIDHAR REDDY
System Admn Executive in Jan 2001 Manager Data Centre in Jan 2004
VIJI VARGHESE
Asst Manager Training in May 2000
MANISH MANDHYAN
Asst Manager Training in May 2000 Vice President Operations in Dec 2004
SUNIL BINGI
Processing Executive in April 2002 Manager Compliance in Jan 2005
In Summary
ITES / BPO
One of the fastest growing industries in India Dynamic, challenging environment Competitive compensation and benefits package Vast range of verticals to choose from
caters to almost every industry opportunity to develop specialist skills
Unmatched learning, development and growth opportunities Global exposure Caring and empathetic employers Compelling Career Proposition
Questions