Firstsource 2011 | ConfidentiaI | November 21, 2011 | 2 www.firstsource.com Firstsource Today Over 29,000 40+ gIobaI deIivery centers across India, Sri Lanka, PhiIippines, UK and US Business VerticaIs EmpIoyees worIdwide Banking, FinanciaI Services and Insurance HeaIthcare Media and PubIishing TeIecom & Media Firstsource 2011 | ConfidentiaI | November 21, 2011 | 3 www.firstsource.com ScaIabIe, GIobaI DeIivery PIatform USA PhiIippines United Kingdom BangaIore(2) BhopaI Bhubaneswar Chennai (4) Coimbatore HubIi Indore JaIandhar Kochi KoIkata Mumbai (6) Pondicherry SiIiguri Trichy (2) Vijayawada BeIfast Londonderry India ManiIa Amherst, NY BeIIeviIIe, IL CoIumbus, OH CoIorado Springs, CO Fort Scott, KS Grand Rapids, MI Jackson, MS Kingston, NY La Porte, IN LouisviIIe, KY Miami, FL Nashua, NH Rockford, IL SaIt Lake City, UT Enhanced business continuity capabiIity BIended 70% onshore and 30% offshore modeI Proximity to cIients Centers: 43 Countries: 5 Centers: USA - 14 UK - 2 India - 25 PhiIippines - 1 SriLanka CoIombo SriLanka - 1 Firstsource 2011 | ConfidentiaI | November 21, 2011 | 4 www.firstsource.com Our Service Offerings (1/2) HeaIthcare CIient Geography Key Segments DeIivery Geography Provider Payer TeIecom and Media CIient Geography Key Segments DeIivery Geography CabIe and SateIIite TeIevision Fixed Iine WireIess and MobiIe Broadband / Narrowband Firstsource 2011 | ConfidentiaI | November 21, 2011 | 5 www.firstsource.com Our Service Offerings (2/2) Banking and FinanciaI Services CIient Geography Key Segments DeIivery Geography Mortgage RetaiI Banking Credit Cards GeneraI and Life Insurance Firstsource 2011 | ConfidentiaI | November 21, 2011 | 6 www.firstsource.com Our Growth EmpIoyees Revenue Firstsource 2011 | ConfidentiaI | November 21, 2011 | 7 www.firstsource.com Our AccoIades Industry Recognition Certifications Awards iSixSigma Live! Summit and Awards 2011 Ranked first in the most successfuI Re-energized Lean Six Sigma program IQPC Awards 2011 Winners in the "Best Process Improvement Project" in service and transaction for smaII to medium sized corporations Winners in the "Best Process Improvement Project" in service and transaction for Iarge corporations Best BPO program 12th AnnuaI CaII center Week, 2011 HonorabIe mention in the "Best Performance Acting on Voice of the Customer and Voice of the SociaI Customer" . Everest Outsourcing ExceIIence Award "Most CoIIaborative Partnership" Data Quest 2011 Ranked 5 th in India's Top BPO companies Iist 2011. Great PIaces to Work 2011 Ranked amongst top 50 "India's Best Companies to Work For" by Great PIace to Work Institute, India Ranked among the 25 best empIoyers in India by outIook business- AON HEWITT STUDY NASSCOM's Top 10 ITES-BPO companies Among the Top 10 BPO companies in 2007, 2008, 2009 and 2010 HeaIthcare Provider services peer reviewed and approved by HeaIthcare FinanciaI Management Association (HFMA). First pure pIay BPO company in the worId to secure ISO 20000, 14001 and 27001 certifications. First pure pIay BPO in the worId to achieve COPC-2000 CSP certification. Firstsource awarded Payment Card Industry Data Security Standards Certification (PCI DSS) and ProfessionaI Practices Management System (PPMS). 25 Best EmpIoyers in India 2011 Firstsource 2011 | ConfidentiaI | November 21, 2011 | 8 www.firstsource.com Our VaIues - IIPACE Always looking for new and creative ways to better everything we do and always looking for new things that better our value proposition. Innovation ntegrity is about honoring one's word and abiding by the highest standards of honesty, timeliness, accuracy, consistency and completeness of work in our day to day operations. Integrity A mutually accountable, high performance culture based on respect, support and growth. PeopIe Centricity Anticipate and respond to changes in a way that they become opportunities. AgiIity Working as a team beyond functional, organizational and geographic boundaries to achieve superior results. CoIIaboration Consistently striving to set the highest standards. ExceIIence Firstsource 2011 | ConfidentiaI | November 21, 2011 | 9 www.firstsource.com Firstsource is a Great PIace To Work 50 Great PIaces to work in India 50 Great PIaces to work in India 2010 2011 25 Best EmpIoyers in India Firstsource 2011 | ConfidentiaI | November 21, 2011 | 10 www.firstsource.com Campus Program - An overview ne of the first BP companies to visit management campuses, Firstsource has been hiring from some of the premier B-Schools in the country since 2003 a little over a year into the company's existence! Key HighIights About 160 Management Trainees hired till date 20-30 MTs hired every year 15-20 interns hired every year High PP conversions Well structured Management Trainee Program refined over the years Firstsource 2011 | ConfidentiaI | November 21, 2011 | 11 www.firstsource.com Investment in Future Leaders Summer Internship Program Campus SeIection SeIected from Premiere Business SchooIs Swagatham Day Iong induction, introduction to FSL. Interaction with Top Management AIIocation of Projects Project guides, titIes, deIiverabIes are assigned Mid Term Project Review An assessment of the progress of the project FinaI Project Presentation EvaIuation by across functionaI paneI PPO DecIaration PPOs are annuaIIy decIared by November Firstsource 2011 | ConfidentiaI | November 21, 2011 | 12 www.firstsource.com Career Growth @ Firstsource At Firstsource we offer vertical growth and cross functional opportunities > Sr. Executive Asst. Manager Manager Sr. Manager DGM GM VP > QuaIity Training TechnoIogy HR / Marketing Other Support Functions Firstsource 2011 | ConfidentiaI | November 21, 2011 | 13 www.firstsource.com ProfiIes - Human Resources TALENT ACQUISITION PIanning and execution of staffing in Iine with the organization framework and SLAs for the staffing team - Be part of the team managing full recruitment cycle: - Sourcing profiles through various channels - Short listing / Screening profiles - Competency based nterviewing Ensure "On Time On Target" hiring Ensure quaIity of recruitment Manage cost within business pIan ReIationship Management with process owners as weII as recruitment vendors Driving process improvement initiatives. LEADERSHIP AND MANAGEMENT DEVELOPMENT Managing training and deveIopment activities for Ieadership roIes CIose association with functionaI teams to understand training need and designing soIutions Organizing training programs to address identified TNI Contribution towards OD initiatives at an organizationaI IeveI Continuous program improvement in terms of effectiveness and cost optimization. Firstsource 2011 | ConfidentiaI | November 21, 2011 | 14 www.firstsource.com ProfiIes - Human Resources TRANSFORMATION AND DEVELOPMENT Designing of T&D Management Framework Management of associate deveIopment program Driving KnowIedge Management projects and initiatives Designing of functionaI SOPs, M&Ps and standards documentation and ensure compIiance. CORPORATE HR The projects taken up by the team are for aII the functions across organization. For exampIe : Performance Management System( PMS), Grievance Management System (GMS), Anti SexuaI Harassment, Assessment DeveIopment Centers(ADCs) etc. The projects invoIve aII the stages of a project Iife cycIe, right from pIanning stage to impIementation stage The candidate shouId be abIe to work on and assist on the various initiatives taken up by the team. COMPENSATION & BENEFITS Designing, anaIyzing, reviewing and impIementing compensation and benefits programs AnaIyzing compensation poIicies, government reguIations and prevaiIing wage rates to deveIop competitive compensation pIan and compensation benchmarking Creation, deveIopment and reguIar updating of C&B ManuaIs. Firstsource 2011 | ConfidentiaI | November 21, 2011 | 15 www.firstsource.com ProfiIes - Human Resources EMPLOYEE ENGAGEMENT & RETENTION Effective communication of HR PoIicies and Procedures EmpIoyee ReIations - Grievance handIing and CounseIing AnaIyze, design and conduct reguIar reward and recognition programs Launching empIoyee centric initiatives aimed at engaging and retaining taIent Organize fun events and activities to boost empIoyee moraIe. INNOVATION To evangeIize and champion the cause of innovation Driving Innovation projects across functionaI groups InstitutionaIizing Innovation principIe and tooIs Driving the Innovation consortium (where group of organizations across industries share innovation best practices) Leading the ideaI generation program. Firstsource 2011 | ConfidentiaI | November 21, 2011 | 16 www.firstsource.com ProfiIes - Finance INVESTOR RELATIONS Promote and maintain effective reIationships with the investment community EstabIish strong and consistent information fIow to anaIysts and institutionaI investors Prepare key investor messaging aIong with anaIysis, interpretation and dissemination of company's financiaI performance and business outIook commentary Drive enhance visibiIity and interest in the investment community Project wiII have eIements of financiaI communication / digitaI marketing and wiII incIude Benchmarking Firstsource IR website and identifying best practices, Diving impIementation of identified improvements or providing a bIueprint for those, and DeveIoping a IR sociaI media strategy. Require the candidate to have: Strong understanding and passion for sociaI media (LinkedIn, Twitter etc.) DigitaI media / web tech exposure Project Brief Firstsource 2011 | ConfidentiaI | November 21, 2011 | 17 www.firstsource.com FrequentIy Asked Questions - Summer Internship SeIection Process Group Discussion / Case Studies and PersonaI Interview. Job Location Candidates shouId be wiIIing to work anywhere in India given the nature of the expanding business needs. Date of Joining Summer Trainees join the first haIf of ApriI, the exact date wiII be communicated 2 weeks prior to the joining date Compensation Summer Trainees wiII be paid a stipend of Rs.20,000 per month. They wiII aIso be provided return airfare from the Iocation of their institute to their joining Iocation. THANK YOU Firstsource (NSE: FSL, BSE: 532809, Reuters: FS.B, Bloomberg: FSL@N) is a global provider of customised BP (business process outsourcing) services to the Banking & Financial Services, Telecom & Media and Healthcare sectors. ts clients include FTSE 100, Fortune 500 and Nifty 50 companies. Firstsource has a "rightshore delivery model with operations in ndia, US, UK, Philippines and Sri Lanka. (www.firstsource.com)