MERCER SHARED SERVICES & OUTSOURCING TOTAL REMUNERATION SURVEYTHE KEY TO DESIGNING COMPETITIVE PAY PACKAGES FOR ITES, BPO, KPO AND SSC

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MERCER SHARED SERVICES & OUTSOURCING TOTAL REMUNERATION SURVEY

OVERVIEWThe survey consists of executive and non-executive compensation data for the shared services & outsourcing industry from organizations in the Business Process Outsourcing (BPO), Knowledge Process Outsourcing (KPO), Shared Services Centre (SSC), Information Technology Outsourcing (ITO) and Legal Process Outsourcing (LPO) sectors.

The survey report utilizes a structured career level methodology, designed by Mercer in conjunction with industry representatives (leaders). The framework is especially designed to capture different types of roles present in the industry. This may be industry specific (vertically focused) and/or functionally specific, ap-plicable across industries (horizontals).

BANKING & FINANCE HEALTHCARE & PHARMACEUTICAL INSURANCE

CONTACT CENTRE

HUMAN RESOURCES

FINANCE & ACCOUNTING

THE SURVEY IS CONDUCTED IN THE FOLLOWING ASIA PACIFIC LOCATIONS:

INDIA MALAYSIA PHILIPPINES

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THE RIGHT SOLUTIONMercer’s Shared Services & Outsourcing Total Remuneration Survey (TRS) offers you easy access to reliable, up-to-date information on pay and benefits prevalence to ensure you stay on the competitive edge as an employer.

The Shared Services & Outsourcing Total Remuneration Survey provides you:

y An easy-to-use source for comparing your company’s compensation and benefits against that of your competitors

y High quality market data that is accurate, up to date and comprehensive, covering all elements of total rewards such as Base Salary, Guaranteed Cash, Variable compensation, LTI , benefits etc.

y Ability to generate instant, automated and fully customized comparisons of your organization against the market

y Ability to compare across key regional hubs for those services (for subscribers of multi site reports)

PARTICIPATION IN MERCER’S SHARED SERVICES & OUTSOURCING TOTAL REMUNERATION SURVEY ENTITLES YOU TO:

y A high quality executive summary of the latest market trends

y Base pay, allowances, incentives and benefits information for 6 industry verticals and 14 functional horizontals, which includes a total of 105 sub-functions. Examples of industry verticals include Banking & Finance, Healthcare & Pharmaceutical, Insurance, Utilities & Energy etc., while examples of functional horizontals include Contact Centre, Finance & Accounting, Human Resources, IT Infrastructure & Ap-plications, Supply Chain & Logistics etc. See annex A.

y Base pay, allowances, incentives and benefits information for 15 internal job functions such as Adminis-tration & Secretarial, Corporate Affairs, Human Resources, Sales etc., which includes a total of 61 sub-functions. See annex B.

y Exclusive online data mining capabilities using Mercer Workforce Intelligence NetworkTM (Mercer WIN)

y Core subscribers also have the capability to conduct peer group comparisons and to create customized reports

y Conduct analysis using various filters such as revenue, headcount, language skills and industry segment

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MERCER WINTM

MERCER WORKFORCE INTELLIGENCE NETWORKTM

MERCER WIN® HAS POWERFUL, FLEXIBLE FEATURES THAT ENABLE YOU TO:

• Access information readily and quickly via its easy-touse, simple and clear navigation functions

• Retrieve and compare data within and across industries, regions and countries simultaneously

• Produce multi-market refinements in one view

• Analyse and compare structure to market by job, family, career level and position class

• Generate customised charts, graphs and reports at the click of a button

• Share reports and analysis in real time over the network

MERCER WORKFORCE INTELLIGENCE NETWORK®

The Mercer Workforce Intelligence Network® (Mercer WIN®) is a single-point access to Mercer’s unparalleled survey data and analytics. With Mercer WIN®, you can easily retrieve and synthesise vast amounts of data into usable packets of information relating to compensation and other HR issues. To make key decisions, you no longer need to sift through reams of information stored in dozens of locations and formats. Instead, you can access the data and tools you need from a single location.

MERCER WIN® SCREENSHOTS

www.imercer.com/win

MERCER WIN® MERCER WORKFORCE INTELLIGENCE NETWORK®

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TOTAL REMUNERATION COMPONENTSMercer’s Shared Services & Outsourcing Total Remuneration Survey provides a quantitative study that cov-ers various cash components such as base salary, other guaranteed cash payments, short-term incentives as well as valuation of long-term incentives and benefits.

BASE SALARY(Monthly base salary times the number of months paid)

TOTAL GUARANTEED CASH COMPENSATION (Base Salary plus guaranteed allowances)

TOTAL CASH COMPENSATION(Total Guaranteed Cash Compensation plus short-term incentive, sales incentive, profit sharing, or other incentive awards)

TOTAL DIRECT COMPENSATION (Total Cash Compensation plus long-term incentive awards, valued using Black-Scholes methodology for appreciation-based awards)

TOTAL REMUNERATION(Total Direct Compensation plus benefits and perquisites)

SAMPLE REPORT IMAGES

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▲ Above market offering Data submitted= In line with market offering ─ No client data for benchmarking▼ Below market offering * Insufficient data points

Country:

= =Number of days ─ ─ ─ ─Applicable on exhaustion of annual leave = =Provision of unpaid leave = = = =

Work Life Harmony - Others

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=

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=▲▼▼

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▲ ▲ ▲=Number of days Unpaid Leave

Paternity Leave=Provision of paternity leave

Maternity Leave▼Provision of maternity leave on top of statutory requirements

▼Provision of annual leave advances =Provision to carry forward unused annual leave

=Annual Leave provision after 20th YoS (days) =Annual Leave provision after 25th YoS (days)

=Annual Leave provision after 10th YoS (days) =Annual Leave provision after 15th YoS (days)

▲Annual Leave provision after 1st YoS (days) ▲Annual Leave provision after 5th YoS (days)

=Provision of pantry services Annual Leave

Want to get a more comprehensive report for your company? Want to know what your competitors are offering?Don't get left behind, contact us now!

Disclaimer: The information and data contained in this report are for information purposes only and are not intended nor implied to be a substitute for advice. In no event will Mercer be liable to you or to any third party for any decision made or action taken in reliance of the results obtained through the use of the information and/or data contained or provided herein.

© Mercer

▼Provision of cafeteria facility =Provision of catering services

Professional Staff

Market Positioning

Singapore My Company Top Management Management

This report has been specially prepared for Company X. Leveraging Mercer's database, this report provides you with a quick overview of where your benefits policies stand in relation to Financial Services Industry.

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MERCER BENEFITS SURVEYSCost-effective, yet market-competitive management of Benefits has never been more important to attract, retain and motivate key talent.

WHY MERCER?Mercer’s comprehensive survey data provides coverage across 17 APAC coun-tries which allows HR practitioners to optimize their budgets while remaining market competitive - offering you the best returns for your investment.

Our revolutionary online Mercer BenefitsMonitorTM tool gives you the freedom to run and customize your own reports whenever and wherever you need them, saving you valuable time.

MERCER BENEFITSMONITORTM

Mercer BenefitsMonitorTM is an interactive and user-centered online tool that offers a wide range of flexible and intuitive features for benefits reporting and analysis excellent for comparing your benefits data against your competitors.

y One-stop source for market & statutory benefits information y Access to the latest market information through regular survey updates y Conduct peer group comparisons and create customized reports y Conduct analysis using various filters such as industry segment and head-

count y Exclude/include your organization’s data during market analysis y Find out the market prevalence of benefit items and analyze how compa-

nies set up their benefits plans for the different employee groups y View data by percentile statistics, average, minimum and maximum values y Export the survey reports as a PDF document or Excel spreadsheet

SUBSCRIPTION PACKAGESSubscribers to any of the three packages are entitled to one password for a year’s membership upon given access. Regional subscribers are entitled to an additional regional password. Additional passwords can be purchased at USD 300 each.

BPR - Benefits Prevalence Report: allows you to compare your employer’s benefits plan against the aggregated statistical data of our benefits survey participants, per employee level

BPRS - Benefits Practice Summary Report: allows you to view prevalence and median values of benefits plans provided across employee levels in 1 report

DBR - Detailed Benefit Report: allows you to conduct a side-by-side comparison of your employer’s benefits plan against the exact benefits plans details of a custom peer group of your choice.

Spotlight on Benefits Report - provides an overview of key benefits practice in the general market

BENEFITS BENCHMARK OVERVIEW REPORTMercer Benefits Benchmark Overview Report provides you with a quick overview of how your benefits policy is stacked up against the market. It is your first step for any benefits review project and saves you valuable time and resources.

STANDARD SUBSCRIPTION

y Access to aggregated reports (BPR & BPRS) of ‘All Industries’ peer group

y Spotlight on Benefits Report

STANDARD PLUS SUBSCRIPTION

y Access to aggregated reports (BPR & BPRS) of ‘All Industries’ peer group

y Spotlight on Benefits Report

y 1 free custom peer group (BPR & BPRS or DBR)

PREMIUM SUBSCRIPTION

y Access to aggregated reports (BPR & BPRS) of ‘All Industries’ peer group

y Spotlight on Benefits Report

y Unlimited custom peer groups (BPR, BPRS and DBR)

MERCER BENEFITSMONITORTM AND SAMPLE REPORTS IMAGES*

*Note: Images displayed are for illustration only and may not accurately reflect the actual tool.

DEMO ACCESS AVAILABLE

contact your local Mercer representative or

benefitssolutions.ap@mercer.com

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ANNEX A CLIENT SUPPORTING POSITIONS AND FUNCTIONS SURVEYED:

ANIMATIONConcept Design Visual Effects Audio Effects

Animation (2D/3D)

BANKING & FINANCEInvestment Banking Risk Analysis & Management Credit Risk Assessment & AnalyticsCollateral Appraisal Fund Management / Accounting Credit Card ManagementATM Support & Maintenance Cheque Clearing Loan ProcessingAnti-Money LaunderingENGINEERINGEngineering Design Test EngineeringHEALTHCARE & PHARMACEUTICALMedical Records Management Claims Administration Drug Discovery & Chemical ResearchClinical Trial Management Pharmacovigilance Healthcare AnalyticsMedical WritingINSURANCEPolicy Owner Services Insurance Underwriting Insurance Claims Inspection & ProcessingActuary AnalyticsUTILITIES & ENERGYMetering Infrastructure Support Geographic Information System (GIS)BILLING & PAYMENTSBilling Support Billing InquiryCONTACT CENTRESales / Telesales Scriptwriting Inbound - Order Entry and Management

CollectionsCustomer Service - Phone Support (Technical)

Customer Service - Phone Support (Non-Technical)

Email / Chat SupportCONTENT DEVELOPMENTTechnical Writing Proofreading & Editorial ServicesCUSTOMER RELATIONSHIP MANAGEMENTAccount Opening & Activation Customer Retention Management Complaint Management Customer Data Cleansing Customer AnalyticsDATA MANAGEMENT, PROCESSING & ANALYTICS

Data ManagementNon Voice Transaction Processing (Generic) - Basic

Non Voice Transaction Processing (Generic) - Complex

MIS Data AnalyticsFINANCE & ACCOUNTINGFinancial Modelling & Analysis Budgeting General AccountingAccounts Payable Accounts Receivable AuditFinancial Reporting Fraud Management Travel & ExpensesHUMAN RESOURCEPayroll Training RecruitmentStaff Resourcing Management HR Admin & Employee Data Management Employee SupportHR (Generic) HR AnalyticsINTERNET / E-COMMERCEWeb Content Web Design Web SecurityWeb Administration & MaintenanceIT INFRASTRUCTURE & APPLICATIONSIT Help Desk Services IT Infrastructure Management Services IT Security Management ServicesNetwork Infrastructure Applications Development Systems Software DevelopmentLEGAL, IP & REGULATORY COMPLIANCEIntellectual Property (IP) Regulatory Affairs Contract Management & ReviewLegal Legal Research Litigation SupportApplications & Systems Software Testing Enterprise Resource Planning (ERP) MARKET RESEARCH & INTELLIGENCEMarket Research Advanced Research Secondary ResearchPricing Research Business & Competitive Intelligence Business Analytics

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MARKETINGCampaign & Promotion Management Editing & DesignQUALITY & OPERATIONAL SOLUTIONSQuality Assurance Facilities Management & Maintenance Asset / Resource ManagementEnergy ManagementSUPPLY CHAIN & LOGISTICSSupply Chain Planning Sourcing & Procurement Supplier Quality ManagementOrder Management Materials Management Transportation ManagementWarehouse Management Supply Chain Analytics

ANNEX B INTERNAL CORPORATE POSITIONS AND FUNCTIONS SURVEYED:

ADMINISTRATION & SECRETARIALOffice Administration Secretarial Security

Transportation

CORPORATE AFFAIRSPublic Relations Investor Relations Corporate PlanningLegal Intellectual Property Regulatory AffairsCUSTOMER CONTACT CENTER MANAGEMENTCustomer Support (Non-Technical) Specialists

Customer Service Operations - Pre Sales Contact Center Traffic & Scheduling

FINANCE & ACCOUNTINGFinance Accounting Audit

Tax TreasuryAccounts Payables/ Receivables/Credit and Collections

HUMAN RESOURCESGeneralists Recruitment Compensation and BenefitsPayroll Learning & Development Employee RelationsHuman Resource Information System (HRIS)INFORMATION TECHNOLOGY – INTERNAL SUPPORT, ADMINISTRATION AND MANAGEMENTIT Management Systems Administration IT Help Desk and OperationsIT Business Analysis Enterprise Resource Planning (ERP) Network Engineering

IT Security AdministrationApplications Development, Testing & Release

Pre-Sales - Solutions Architect

INTERNET / E-COMMERCEWeb Operations Management Web Content Web DesignWeb Security Web Administration & Maintenance Internet MarketingMARKETINGMarketing Marketing Communications Market ResearchTelemarketingOUTSOURCING & OPERATIONS MANAGEMENTClient Engagement Client Management Process MigrationPROGRAM / PROJECT MANAGEMENTProgram / Project ManagementQUALITYProcess Quality Quality AssuranceSALESSales (Generic) Sales - Services Inside SalesContract, Bid and Proposal Management Sales Administration and Support Business DevelopmentSALES OPERATIONSSales OperationsTRAININGAccent Training Technical & Process Training

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Argentina

Australia

Austria

Belgium

Brazil

Canada

Chile

China

Colombia

Czech Republic

Denmark

Finland

France

Germany

Hong Kong

India

Indonesia

Ireland

Italy

Japan

Malaysia

Mexico

Netherlands

New Zealand

Norway

Peru

Philippines

Poland

Portugal

Saudi Arabia

Singapore

South Korea

Spain

Sweden

Switzerland

Taiwan

Thailand

Turkey

United Arab Emirates

United Kingdom

United States

Venezuela

For further information, please contact your local Mercer office or visit our website at:www.imercer.com/trs

INDIA Unit I, 7th Floor, Tower A DLF Infinity Towers DLF Cyber City Gurgaon - 122002 Haryana, IndiaTel: +91 124 417 5600 Fax : +91 124 417 5699

MALAYSIASuite 17.06, Kenanga International Jalan Sultan Ismail, 50250 Kuala Lumpur MalaysiaTel: +603 2787 4900 Fax: +603 2142 1217

PHILIPPINES20th Floor, Net Lima Building 5th Avenue Corner, 26th Street Bonifacio Global City, Taguig 1634 Philippines Tel: +63 2 902 3200Fax: +63 2 902 3269

Copyright 2014 Mercer LLC. All rights reserved.