Placing Customers’ Needs First

TesCo

Founded in 1919

Listed on the London Stock Exchange (LON: TSCO)

Largest private employer in the United Kingdom; second largest after the UK government

Over £48 billion – our Group sales (2016)

6,902 shops around the world

Present in 11 markets

480,000 colleagues globally

TesCo BeNgaluru

Managing the largest processing initiatives covering 350, 000 colleagues globally

Our retail architectural and design talent is among the largest in the country

Mobile apps for UK shoppers that receive 40,000 unique visitors every day

Launched a specialised Retail Certification Programme to build colleagues’ capabilities

Contributed over INR 1.2 crores since 2011 through our Payroll Giving initiative

D i D y o u k N o w ?

ABOUT TESCO

A vibrant business, a leading global in-house team in the retail space, a hub of creativity, and a global work environment, Tesco Bengaluru drives accelerated results for Tesco.

About Tesco Bengaluru

As one of the world’s largest retailers and the largest private employer in the United Kingdom (second largest after the UK government) Tesco serves millions of customers a week in our stores and online.

Tesco Bengaluru is the only international technology and operations team for Tesco worldwide – we make the Tesco experience better for our millions of customers and simpler for over 4,76,000 colleagues.

Established in 2004, Tesco Bengaluru is pivotal to Tesco, and we enable its business through its three pillars of People, Channel, and Customer, with our expertise in technology, business operations, property, finance, and commercial services.

Offering Leading Retail Solutions that Solve Business Needs

At Tesco Bengaluru, we develop convenient shopping platforms and pioneer world-class products and services that add immense value to customers across the globe. We are guided by our core purpose of ‘Serving Tesco shoppers a little better, every day.’ • Our pioneering Tesco Labs inspires people

from all over the business to think about new ways of doing things and to build a culture of innovation

• We manage among the largest processing initiatives that covers 350,000 colleagues

• Launched in 2007, our Retail Lab is one of the foremost centres of its kind in the

country to test store system upgrades in a live retail environment.

A Leading Global In-House Centre In The Industry

Tesco Bengaluru is today, a mature global in-house centre in the retail space and has been a benchmark for other global in-house centres setting up operations in India.

We are actively engaged with industry bodies, regularly leading the conversations at events on retail operations, technology trends, and values-led working.

• Bronze Sponsor of Grace Hopper Conference, 2016

• Exhibition Partner at Unpluggd event, 2016• Gold Sponsor of the NASSCOM GIC

Conclave, 2015• Gold Sponsor of the NASSCOM Diversity &

Inclusion Summit, 2015• Silver Sponsor of NASSCOM India

Leadership Forum, 2015• Conducted Tesco Agile Conference 2015• Gold Sponsor of the NASSCOM GIC

Conclave, 2014

Award-winning Operations:

• ‘Best Corporate Social Responsibility Practices Award’ at the 2016 Global CSR Excellence & Leadership Awards organised by the World CSR Congress

• ‘Best Loyalty Solution Provider’ award at Indian eRetail Congress, 2014

• ‘Best Ornamental Garden’ award by Mysore Horticultural Society, 2014

• STPI Karnataka IT Export Award (2011-12): ‘Best Performance in Highest Percentage of Women Employer – IT sector’

A Work Environment That Nurtures Collaboration & Development Of Our People

Our global and vibrant work environment nurtures a culture of collaboration with a people-centric and values-led approach. We are constantly listening to our colleagues – through face-to-face conversations, engagement surveys, colleague campaigns, and interactive communications.

• Market-leading policies for Extended Maternity Leave, Sabbatical, Education Loan, and Health Insurance

• Health and wellness initiatives through the year towards encouraging colleagues to lead healthy and more active lives – on-site health check-ups, dental camps, discount offerings for colleagues, aerobics sessions, dance classes, and sports events

• Modern campus: Innovative and agile work spaces that encourage collaboration and creativity • A state-of-the-art in-house gymnasium

and sports facilities• Two on-site crèche facilities run through

tie-ups with certified childcare providers• Library • On-campus Tesco store• Concierge services

An Inclusive Ecosystem Where Everyone Can Be Their Best

At Tesco we are proud of our inclusive culture that encourages our colleagues to be themselves and contribute to their fullest potential.

We encourage diversity across all levels and conduct several continuing diversity initiatives. We have impacted over 2000 women through ‘Women In Network’ events and continue to develop high potential women leaders through our ‘Women In Leadership Development’ programme.

Tesco Bengaluru is a supportive work environment for several differently-abled colleagues, who add value to our business through diverse roles ranging from creating technology solutions to property space planning, business operations, and enabling services.

Making An Impact With Corporate Social Responsibility

Our Corporate Social Responsibility (CSR) initiatives are focussed around three core themes of empowerment through skill-building, environment protection, and preventive healthcare.

We regularly engage with our partner NGOs including BOSCO, Association for People with Disability (APD), Say Trees, Akshaya Patra, Agastya International Foundation, and Sankara Eye Foundation, and collaborate with Rotary Whitefield Central and Rotary Bangalore IT Corridor, and Whitefield Export Promotion Park Industrial Association (WEPPIA) in our CSR initiatives – supporting their projects, conducting volunteering events such as skill-building workshops, learning initiatives, afforestation drives, and other activities through their platforms.

Through our School Adoption Programme, we adopt local government schools in our neighbourhood and support their education processes and infrastructure, while our colleagues volunteer their time helping the students learn better.Other innovative CSR initiatives we run include an annual campaign, ‘CSR Month’, to drive volunteering among colleagues, an ‘Individual Social Responsibility’ programme that funds social projects by colleagues, ‘CSR Impact’ – a collaborative workshop with neighbouring corporates and organisations, and Payroll Giving to donate to charity.

PeopleTapping The Potential Of Our Human Capital

PEOPLE

The People team serves as strategic business partners, talent advisors, communication consultants and learning advocates for our businesses and consist of go-getters and creative individuals who are custodians of our welcoming and inclusive culture.

With a focus on hiring, developing and growing our talented colleagues we strive to create an environment where all can be their best at work. We know that looking after our colleagues in a culture of trust and respect is essential to the success of Tesco. Where colleagues feel recognised and rewarded for the work they do together, where they have the opportunity to get on and where they are supported in their development as they move through their careers in the business – they in turn try their hardest for customers.

The team does this by reviewing and enhancing our progressive policies, listening intently and acting on feedback and offering suitable benefits for colleagues. Our performance management principles are based on simple conversations we have day in, day out leading to Inspiring Great Performance every day.

We have a clear vision for learning and development. We want to inspire all our colleagues to learn and have the skills they need to be their very best, now and in the future. We combine traditional classroom learning with digital, social and on-the-job learning. We know this kind of blended offer is at the forefront of a culture of learning we want to instil at Tesco.

Our Corporate Communication & CSR team drives consistent, engaging and innovative campaigns and messages that aligns colleagues to our company’s purpose and improve our brand and reputation.

Delivering The Most Compelling Offer For Customers

Tesco Technology

Thinking for the customer means giving them what they need before they can ask for it. Our team monitors shelves using modern technology to replenish stocks and give shoppers access to our best products always.

Replenishing stocks so that shoppers have a hassle-free experience

TECHNOLOGY

We’re a technology team driving change and delivering value by building great products for our customers and colleagues every day. We are the home of one of the most exciting retail technology teams in Farringdon, London and Bengaluru, India.

Adapting to the rapidly changing technology environment while focussing on the future of retail is an exciting challenge. This means the problems we are solving and the scale of our systems are big. For example, we are responsible for the systems that get products from a supplier, to a warehouse, to a stock room, to the shop floor, and to a customer’s house. As leaders in supply chain and fulfilment, we know this is critical to revolutionising retail.

Our innovative, highly-skilled, agile, passionate, and outcome oriented product and engineering teams build, develop, and deploy quality software, improving time to market and staying relevant to customer needs. We are passionate about security, open source, cloud, analytics, and architecture as we deliver robust, quality, and best-in- class retail solutions.

Technology areas• Store (Tesco’s multi-format business) –

supporting point of sale, checkouts, billing applications, scheduling, stock management through marketing, customer loyalty, product price promotion, merchandising, supply chain

and distribution, and business intelligence and analytics.

• Online (e-commerce) channel including mobile, online grocery, and merchandise for UK and other markets. We also manage the technology for Clubcard, one of the world’s largest customer loyalty programmes.

• Enterprise Services (customer fulfilment) includes search, data analytics, data warehousing, product, payment, stock, and price and store value services. We also manage technology for Tesco Bank’s retail and insurance products and services in the UK.

• Supply chain (end-to-end experience) management such as picking, store ordering, demand forecast, warehouse management, and logistics for all our markets.

Property services

Tapping our in-house capabilities in intelligent 3D modelling our team is able to create designs, identity risks and streamline plans before building stores on the ground in our markets globally. This and much more to help our customers get the best experience while shopping with us.

Visualising a store before it becomes one

Strengthening The Foundation Of Our Business

PROPERTYSERVICES

The Property Services Team at Tesco Bengaluru began operations in 2004 and since then, has progressed radically and will soon become a truly shared services model. This team comprises a diverse range of professionals – engineers, architects, interior designers, analysts, buyers, quantity surveyors – who are engaged in designing and maintaining Tesco stores worldwide across UK, Asia, and Europe.

With an estate size of more than 5 million sq. ft. and growing, and a total land take of 3150 acres, along with movable assets and equipment, we lead in setting standards in architecture and design for Tesco stores as the team works across all four phases of a store’s lifecycle: Acquire, Design, Build and Maintain.

• Formats and Design: Design and develop customer-friendly, competitive, country-specific standard retail layouts and planning principles by driving common agreements and leadership sign-off on final retail layouts & principles. We take responsibility for developing store/fixture designs which promote Tesco brand and improves the store look & feel for customers, and work on continuous improvement of design standards. 3D visualisation of our stores that are done from Tesco Bengaluru communicate design intent by creating 3D models, 2D presentation graphics, as well as animations.

• Retail Planning and Design Implementation: This expertise is a core part of Property Services. Retail plans and design implementation documents (signage packs) created for all new and trading stores within the Tesco Estate help in delivering our promise “Serving Tesco shoppers a little better every day.” The Design Implementation Packs for all stores deliver the updated look and feel for all our new and refreshed stores.

• Engineering Design: Closely working with local consultants, we deliver Structural / HVAC/

Plumbing and Architecture design for our store space (existing and new stores). Using the Building Information Modelling (BIM) technology, a virtual store is built before start at site to analyse risks and recommend mitigation.

• Costing: Costing expertise provides accurate budgets for all property related works in the existing and new space. This enables the business to review costs in tandem with sales forecast, to drive informed decisions for capital investment appraisal.

• Procure: Working closely with the development team at site, the procurement expertise enables the build process (existing and new space) by ordering the right store materials, accurately, to ensure the stores open to the target date for trading.

• Maintain: We maintain an existing estate of approximately 7000 stores with equipment, workforce, and material by managing a capital and revenue budget of 150 Million GBP. A principal objective is to ensure that the brand identity is retained, thus aiding the customer shopping experience along with health and safety standards.

Leveraging geographic information system knowledge and analytics, our team manages the optimal routes that delivery vans in the UK and other markets can take to get to our customers sooner. One of the many ways we put the shopper at the heart of everything we do.

Optimising delivery van routes to help shoppers receive their orders on time

Optimising Value For Customer Needs

Channel

CHANNEL

Channel operations in Tesco Bengaluru partners with the Business Support teams in the UK to provide a wide range of services for our colleagues in Stores and Depots. We are the backbone of Distribution Operations, managing their reporting, fine avoidance and missing stock investigations. We analyse customer, competitor, and market behavior, and forecast future customer needs and trends through research and analysis.

The four key areas for Channel are: Stores Helpdesk, Customer Fulfillment, Distribution Operations, and Store Security Operations.

Stores Helpdesk: Stores Helpdesk is the first point of contact for Store colleagues in the United Kingdom and Republic of Ireland. We are a team that is a technical helpdesk trained to resolve problems that impact store trading and operations.

Customer Fulfilment: In Grocery Home Shopping we support capacity management requests to increase post code coverage and therefore sales. In General Merchandising, we support activities that ensure order cancellations are minimised.

Distribution Operations: This diverse team supports distribution centres with critical operational tasks for United Kingdom, Republic of Ireland, and Central Europe. Investigating missing stock and discrepancies, fine management, and reporting are some of the main roles.

Store Security Operations: Security Support is a one-of-a-kind, remote ‘Alarms Receiving Centre (ARC)’ in India. It is the single point of contact for any security and safety related issues in Stores.

In an industry leading move, we are among the first retail companies to implement a cloud based system that unites all our financial practices. Keeping our customers at the core of what we do through modern and collaborative ways of working.

Cloud based finance system for improved decision making, controls and reporting

Driving Operational Excellence For The Business

Finance

FINANCE

Tesco Bengaluru’s Finance Team plays a significant role in ensuring that processing and accounting of all financial transactions, and reporting and analytics of all financial information, for United Kingdom, Ireland, Central Europe, and India businesses is done accurately and completely. The team works by embedding control activities and hence ensuring compliance with the applicable statutory norms and with Tesco’s Accounting Standards, which are aligned to the International Financial Reporting Standards (IFRS). This team also supports the Tax and Treasury Centres of Excellence.

Tesco Bengaluru Finance is always focussed on operational excellence and measures its performance through a regular review of key performance indicators and metrics across all service lines. Focussing on end-to-end functional processes, this team drives simplification and standardisation, and is recognised in the company for its knowledge about the process and systems.

While the Finance Team works as a natural extension of the country Finance teams, they are also independent and empowered to engage with stakeholders and drive process changes.

The team supports a wide range of services for the business like: • Purchase to Pay – Invoice Matching, Vendor

& Accounts Payables, etc. • Order to Cash – Tender, Accounts Receivable,

Collections & Cash Application, Credit Control, etc.

• Record to Report – General Accounting, Fixed Assets Accounting, Tax & Regulatory Reporting, Inter-Company, Consolidation Reporting, etc.

• Corporate functions – Treasury, Cash Management & Cash Flow Forecasting, Financial Planning & Analysis and Financial Modelling, etc.

• Financial Analytics • Risk and Compliance

Making our processes simpler, matching transactions, treating suppliers fairly and ensuring timely payments are some of the engagements teams do to ensure our customers get the best experience. Among the many ways we keep our stakeholders at the heart of what we do.

Building trusted partnerships with suppliers means understanding their world better

Focus On Customer Experience & Satisfaction At The Right Time

Customer & Product

CUSTOMER& PRODUCT

This team defines what we sell and at what price, with the team’s recommendations affecting all our stores and the business as a whole. When Tesco brings products to stores, the team tries to innovate and improve the prices for customers while working in partnership with appropriate suppliers.

Overall, the Customer and Product team handles range planning, forecasting, buying, international sourcing, supplier management, stock/availability management, data management, order raising, corporate purchasing/procurement, analytics and marketing.

The team provides support in achieving targeted sales, revenues, and margins for all the different categories across Food, Clothing, and General Merchandise, and also support Goods Not For Resale (Corporate Purchasing), Trading Law and Technical, International Sourcing and Marketing teams.

Supply Chain is the backbone of any large retailer and the team of Supply Chain specialists at Tesco Bengaluru strives to deliver the “Right Product, to the Right Place and at the Right Time”, thus ensuring availability of products to match the customer’s demands.

Striving for excellence from recruitment to retirement and beyond

People operations

PEOPLEOPERATIONS

Paying our colleagues and pensioners accurately, every time

The team aims to provide our colleagues with a great experience at Tesco so they can serve our shoppers a little better every day. This is done by managing Pay and Benefits related activities for all colleagues working in the UK and Republic of Ireland. The team also works closely with government bodies, external agencies and solicitors.

The People Operations Team is responsible for managing human resources services for the biggest private sector employer in the UK and Europe – Tesco! The team manages varied services for our 350,000 colleagues working in Stores, Distribution Centres, Head Office, Tesco Bank in the United Kingdom and Republic of Ireland. The gamut of services include, but are not limited to, Recruitment, Payroll, Benefits, Compensation, KPI Reporting, Expenses, E-Learning, Pensions and Quality Assurance. This team is also the only point of contact for statutory authorities like HMRC (Her Majesty’s Revenue and Customs), DWP (Department of Works and Pensions), and so on.

The team also helps maintain an integrated approach for all business units and is aiming towards creating the best-in-class Human Resources Shared Service Centre for Tesco. The team is structured into five different verticals to ensure excellent service to all our colleagues:• Payroll Operations – Managing end-to-

end Payroll processes for all colleagues and pensioners, including query management via a dedicated call centre. The team is accountable for paying our colleagues accurately and on time.

• People and Learning Operations – This team manages all benefits processes and resolves queries via a dedicated call centre. Along with managing recruitment activities and training requirements for the business, this team is also the single point of contact for all external agencies like Courts, Solicitors, Employment firms, etc.

• Pensions Administration – The team manages pensions administrative activities, resolves queries via a dedicated call centre, and is accountable for paying the right pension at the right time to the right person.

• Audit and Compliance – Driving business assurance through quality checks, monitoring legislative and operational controls, monitoring

operational metrics plus hygiene and data protection controls.

• Projects and Benefits Taxation – This team implements projects related to statutory, legislative, and policy changes. It is accountable for transmitting wages to colleagues and accurate tax payments, and is the single point of contact for all statutory bodies like HMRC, Equiniti, etc.