2010 TCSEserve Presentation
Transcript of 2010 TCSEserve Presentation
TCS eServe Limited Overview 2009
• BPO Industry Overview
• Tata Group- Our Heritage
• TCS BPO Overview
– Journey
– Footprint
– Infrastructure
– The TCS eServe ‘Difference’
– Achievements & Impressions
• Human Capital
– Organisation Structure
– People & Work Culture
– Training & Development
– Life @ TCS eServe
– Career Paths
• Recent Developments
• Your Role
Contents
Captives FTE* Third Party FTE*
HSBC 12000+ Genpact 30000+
Bank of America 11000+ TCS BPO 26000+
Amex 7500+ IBM Daksh 25000+
JPMC 7500+ Intelenet 25000+
Stnd Chart 6500+ Wipro BPO 21500+
Fidelity 5500+ First Source 19500+
ABN Amro 4000+ WNS 18000+
Morgan Stanley 2000+ Infosys BPO 16000+
BPO Industry Overview
• Global BPO market size $ 315Bn in 2008, to grow at 9% CAGR*• Global BPO Offshore market size est $ 30Bn in 2008 #• Indian BPO market size est.at ~$16Bn in 2009-10, growth of ~15-18% over 08-09 • India continues to be preferred offshoring destination (ATK, Tholons, neoIT)
• Productivity/Domain/Platform gaining increasing importance.• Global delivery & footprint becoming significant• Industry likely to see increased pressure on acquiring resources with
domain expertise (Focus on quality)• Industry continues to see consolidation• Increasing cost pressures on local companies to drive demand for
domestic BPO• Industry players moving towards Tier II/III/SEZ.• Emphasis on Corporate Governance • Generating financial savings of over 50% for US and W. Europe.• BFSI vertical to account for 40% of potential offshore market.• Market Share of Indian vendors to reach 10% from current 4% by 2010
(Gartner)
Data till 08-09 Nasscom. e, # EXIM Bank of India Est.
BPO Industry Overview
* Estimates
Top 8 – 2009 Global Outsourcing Cities*
Financial Services Verticals – Key BPO players
* NelsonHall estimates. # NASSCOM Everest estimates. @ NASSCOM Strategic Review 2009
1. Bangalore 5. Dublin
2. Delhi NCR 6. Chennai
3. Mumbai 7. Hyderabad
4. Manila NCR 8. Pune
Indicators 2003-04 2004-05 2005-06 2006-07 2007-08 2008-09 2009-10 E
GDP ($ Bn) 599 701 809 916 1173 e 1180 e 1218 #
ITES - Revenues ($ Bn) 21.6 28.3 37.4 47.8 64.1 71.0 75.6
BPO - Revenues ($ Bn) 3.4 5.2 7.2 9.5 12.5 14.7 15.7
Exports 3.1 4.6 6.3 8.4 10.9 12.7 13.4
Domestic 0.3 0.6 0.9 1.1 1.6 1.9 2.3
- No. of Employees (M) 216 316 415 553 700 790 841
Talent Pool in India (MM)
N.A. N.A. 30 33 36 40 43
Key Economic Indicators
Tata Group – Our Heritage
Flagship Conglomerate of Indian Industry for 136 years
80+ Companies, Over $62 Billion in Revenue, 300,000 People
5% of India’s Gross Domestic Product (GDP)
66% of Profits Committed to Society
Developed 4th fastest super computer in the world
and fastest in Asia
MATERIALS
TATA STEEL
INFORMATION TECHNOLOGY
TCS
ENERGY
TATA POWER
AUTOMOTIVE
TATA MOTORS
CHEMICALS
TATA CHEMICALS
SERVICES
INDIAN HOTELS
CONSUMERPRODUCTS
TATA TEA
INDIA’S LARGEST
ASIA’S LARGEST
INDIA’S LARGEST
INDIA’S LARGEST
INDIA’S LARGEST
INDIA’S LARGEST
WORLD’S NO.1
“In a free enterprise, the community is not just another
stakeholder in the business, but is in fact the very purpose of its
existence”
Jamsetji Tata, Founder
TCS BPO Overview
• Top 2 BPO in India*
– US$ 620 MM in FY-09
– 27,000+ Associates
– 150+ customers, 50+ countries
– $ 2.5 Bn TCV Largest BPO deal in 2008
• Presence In
– 9 Industry Verticals
– 5 Horizontals
– 7 Platforms
• 1 Bn + Transactions per annum
– Delivered from 9 Countries
Service Areas
*Source: DQ Top 20 BPO rankings
Domain focused size-able provider
620
833
366 376332
392
311
479
349
13884 79 74 68
77%
42%38%
22% 24%19%
22%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
0
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TCS BPO Genpact WNS Firstsource Wipro Aditya Birla
Infosys BPO
Rev $ MM BFSI $ MM BFSI % of Rev
Leader in BFSI
TCS BPO Represents Full Year Rev of e-Serve.
BFS62%INS
15%
TT&H3%
TME3%
Life Sci. & HC4%
Retail4%
Horizontal Services
9%
KPO2%
The TCS eServe Journey A Pioneer in the Offshore BPO Industry
Em
plo
ye
es
THE EARLY YEARS
CREATING DOMAIN EXPERTISE
ESTABLISHING SCALE
CREATING VALUE
0
2,000
4,000
6,000
8,000
10,000
12,000
14,000
1992 1993 1998 2000 2002 2003 2004 2005 2006 2007 2008
1st Contact Center in India
1st Organized BPO in India
1st BPO to tap Africa & EE Markets
Largest Offshore Service Provider to Citi
1st multi-domain Financial Services BPO
Largest Financial Services BPO in India
Citi’s most diversified Offshore BPO
Top 13 Best Managed Companies in India-2005
The Most Innovative & Progressive Company - 2004
Top 500 Tech Companies in Asia Pacific – 2003 & 2004
President of India Award for Highest Export Growth Rate in 2001-02
Top 500 Companies in India - 2003
Nominated for Emerging Company in India (2001-02 & 2002-03)
CII Commendation for HR excellence 2004-2005
Fastest Wealth creator 1998-2003
Economic Times Avaya Customer Responsiveness Award in BPO (2 years in a row)
Indiatimes BPO Awards for “BPO Innovator of the Year” and “Technology Award of the Year”
IT People Employer of the Year Award - 2008
Vision
To be the leader in providing business process management services to help our customers succeed
Global Footprint
Taiwan
Greece
Italy
Luxembourg
Slovakia
Tanzania
Dubai
+10hr+5.5hr+3hrGMT-5hr-8hr +8hr-3hr-10hr
50 countries 14500 FTE 24 X 7 Ops
Key Infrastructure
Premises Global Scale & standard with scalability for future
growth
International Ops: Mumbai, Chennai, Gurgaon
Twin-city strategy – for load balancing and COB
Telecom Multiple points of International/ In- country links
100 mbps dedicated international bandwidth
Robust & proven platforms (Cisco, Avaya, Nortel)
The TCS eServe “Difference”
ScaleScale
Operational
Excellence
Operational
Excellence
Domain
Expertise
Domain
Expertise
Compliance
& Control
Compliance
& Control
Human
Capital
Human
Capital
Transformational
Relationship
Approach
Transformational
Relationship
Approach
TCS eServe
7 financial services domains
Deep product expertise
End-to-end
Fully integrated with Citi Productivity, re-engineering
and optimization
- Competency Center approach
- ISO, COPC
- Six Sigma
Employer of choice, BPO brand
Robust hiring engine Training and development Market-linked compensation
Part of TEL’s DNA
Fully compliant with Citi Policies
Successful audits
ARR, SOX, KPMG, OCC Consulting & Right
Placement studies
Deploying innovation
Facilitating change management
From Vendor to Partner
Infrastructure
Superior quality
Lower procurement cost
Lower fixed cost per unit
Impressions
“Highly charged team and impressive senior management with customer centric
approach to business. This is where the future is! ” – Chris Harvey, Partner
Deloitte
“Fantastic energy and vibrancy!! This place has a feel of success!” – Clive Triance, MD
SFS GTS
“Extremely impressive organisation. Hugely empowered workforce & capable management.
Also an excellent work environment.” – Richard Beale, Somerfield
“Many thanks for a great presentation. I understand why TEL is doing so well!” –
Bryce Ensing, Charles Schwab Corporation
Organisation Structure
CEO & MD
Consumer Banking
Consumer Banking
BrokerageBrokerage
Board of Directors
Institutional Clients Group
Institutional Clients Group
Collections & Services
Collections & Services
Enterprise Services
Enterprise Services SupportSupportWealth
Management
Wealth Management
Cash Management
Cash Management
FinanceFinance
TechnologyTechnology
BankingBanking
Loans Loans
Global Cards
Global Cards
Fin Accounting
Fin Accounting
International Collections
International Collections
International Service
International Service
Human ResourcesHuman Resources
ManagementAssurance Services
ManagementAssurance Services
Administration Administration
Corporate Strategy
Corporate Strategy
CommunicationsCommunications
TradeTrade
SecuritiesSecurities
Asset Based Finance
Asset Based Finance
Mutual FundsMutual Funds
Technology Services
Technology Services
Finance & Accounts
Finance & Accounts
Entitlements / ICU
Entitlements / ICU
Supply Chain / VMU
Supply Chain / VMU
Client Coverage
Client Coverage
ASIA / EMEA Consumer
ASIA / EMEA Consumer
NA ConsumerNA Consumer
ICGICG
GWMGWM
India Collections
India Collections
Prod MgrsProd Mgrs
Employer of choice • Meritocratic organisation - 10 levels of growth • Performance Based Reward System• Market and Internal Parity Linked Compensation• Training & Talent development –Training & Development
Academy • Employee Connect Initiatives: First Impressions survey, Open
Houses, SKIP Meetings, Herald, CEO Dialogue, Fun@Work
Profile• About 14500 young & talented employees• Around 2000 post graduates (Masters/CPA/MBA)• Equal Opportunity Employer: 38% women employees with 25%
in senior management positions
Human Capital
TCS eServe: Winner of the IT People’s
Employer of the Year Award 2008
Our people demonstrate• Leadership and Independent thinking
• Analytical and strategic bent of mind
• Innovative spirit
• Ability to adapt to global cultures
• High Customer & Quality focus
• Process and People Management skills
• Flexibility to work across time zones
Our people & work culture
Our work culture• Open, Facilitative, Supportive
• Informal and lateral
• Encourages independent thinking
• Encourages innovation
• Fosters excellence
• Provides learning and opportunity to grow
Do you fit
in?
VOICE OF CUSTOMER
“Progressions for me – was coming together for a beginning, Keeping together for progress and working together for
Success.” – Sumit Abrol, Campus Batch 2006
“Progressions is as a perfect platform for transition from Campus life to Corporate life. It not only gives us a new
dimension to understand concepts with trainings like DATT and Yellow Belt but also gives us an opportunity to interact
with business leaders within TEL” – Siddhartha Mundra, Campus Batch 2007
“Progressions is just not a forum to get to know the organization better but also a forum where we are molded to prepare
ourselves for the challenges foreseen. In short, set the momentum to take up our career and realize our dreams..” -
Swathi. M, Campus Batch 2008
Training - An investment in our people is an investment in the Company
OBJECTIVES OF PROGRESSIONS
Assimilation program resulting in enhanced understanding of TELs Culture, Processes and Process management
Formal Functional growth and Development Plan through structured trainings and assignments
Assessment of competencies in alignment with the Citigroup Success Factors
Path to develop talent and help managers reach their potential
Aid to build pipeline of managerial talent
Training & Development Academy
Campus to Corporate
Company Overview
Banking & BPO Regulations
Business Fair
Site Visits
Mile Stone 1
Understanding Client
Expectations
Goal Setting & Appraisal Workshop
Cross Culture Communication
Yellow Belt
Mile Stone 2
Handling Teams
Direct Action
Thinking Tools (De Bono Program)
Stress Management
Mile Stone 3
Green Belt Training
Project
Progressions
Training
Program Joining 6 Months 12 Months 18-24 Months
Graduation
Progressions: Campus to Corporate
Training
30 days formal training
7 Development assignments in the workplace
24 hours of self study (8-12 courses from Harvard manage mentor)
Feedback/ Coaching
Structured documented Monthly feedback sessions with supervisors
Two Development centers along Citigroup Competencies
Support
Buddy arrangements to help integrate and guide in the 1st 6 months
Mentor to guide and coach employees in developing careers with TEL
PROGRESSIONS OVERVIEW
Life at TCS eServe
ENERGY –Annual bash for the people, by the people
ENABLE - ‘Developing the Next Generation’ - corporate social responsibility program
VOE/ Link In – Employee satisfaction surveys. What you feel counts
Fun @ work – activities and team
building
eWA- TEL’s Diversity initiative
UURJAA- Health and Fitness Centre
Career Paths
S Sowmi CA, Licentiate Co Secretary. Joined TEL: 2000 (Band 5)
Career Highlights
2000 : Regional Ops, Team: 3 FTEs
2002 : Unit Head, India Loans Payment Processing - 35 FTEs
2005: Unit Head, ASPAC Loan & Recon Ops - 125 FTEs
2009 : VP & Head – India Ops, 310 FTEs
Mustaqeem HoosainMBA, Marketing. Joined TEL: 2004 (Band 5)
Career Highlights
2004 : Deputy Manager, Auto Service
2005 : Manager, Auto Service & Citistreet Voice
2006 : Senior Manager, Auto Service & Citistreet Voice
2009 : AVP & Unit Head, Auto Services, ICG Insurance Ops Team Size: 230
Anjali Mansukhani
PGPeB, Welingkar Institute of Management- Batch - 2003
Career Highlights
2003 : Executive, Business Development
2005 : Dy Manager, Business Development.
International Process migrations
2009 : Senior Manager. EMEA Relationships
Rishiraj Lakhani (Tech)
PGPMS (in Systems) - Somaiya Institute Batch - 2000
Career Highlights
2001 : Executive (Payments Functionality ) Team: 4
2003 : Deputy Manager - CitiDirect EMEA region - Team 19
2006 : Project manager - CitiDirect EMEA region, DWP Project
2009 : AVP & Head - SDLC Services (Cash), Team size: 90
Learning & Growth - At TEL we offer Careers, not just a Job
Recent developments: TCS - CGSL Transaction
Transaction Summary: TCS has acquired 96.26% stake in CGSL from Citi Transaction Value of $ 505 million (all-cash transaction) Citi’s Commitment: $2.5B over 9.5 years
*Comments:
S Ramadorai, CEO & MD, TCS“…A landmark acquisition for TCS..”
Don Callahan, Chief Administrative Officer, Citi “…capitalizes on CGSL’s expertise in financial services & TCS’s expertise in process optimization...”
N. Chandrasekaran, COO and Executive Director, TCS “… positions us well to create banking processing platforms….”
*excerpts from statements
CGSL + TCS = Strategic Value Creation for BFS clients
CGSL• Strong Domain Expertise• End-to-end capability • Scale• Citigroup’s commitment
+TCS
• Strong BFS Expertise • Deep Relationships • Comprehensive Product Suite• Scalable processes
Significant Strategic Value Creation
Largest Integrated BPO & IT services provider in the BFS space
Unparalleled blend of domain expertise & global reach
Formidable execution capability to drive innovation and customer value
Creation of a unique IT/BPO Platform offering for BFS clients
Drawing values from two legendary parents – Citi & Tata Group
An opportunity to be part of a path breaking strategic initiative for the BFS industry
• Functional Mastery
Become a functional master in different areas of finance-
Trade Finance /Cash Management / Retail Banking/ Call Centers / Risk Analytics
• People Management
Lead a team of officers with 0 – 6 years experience after graduation.
(You join us at Band 4. TEL Grades are Band 1 - 10)
• Process & Project Management
Enhance & Monitor process efficiency of your unit & drive Improvement projects
• System Enhancements
Coordinate system development
• Quality & Customer Focus
Ensure quality metrics are measured, monitored and improved towards customer satisfaction
Your role with us
The power to achieve what most people only dream about
Compensation (offered last year – Batch of 2009)
ISO 27001
Thank You
The information contained in the earlier slides is highly confidential and should NOT be disclosed to competing persons/Organizations or any person / outsider not connected with the same. ”
TCS logo, e-Servenet, e-Serve Care and the e-Serve logo are subject to trademark laws. TCS eServe Ltd. (also referred to as TELL in this document) may also claim trademark and service mark rights in other marks contained in the pages.