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

100

200

300

400

500

600

700

800

900

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.