TCS eServe Limited

Overview 2009
Contents

• 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
 BPO Industry Overview
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)

Key Economic Indicators Top 8 – 2009 Global Outsourcing Cities*

Indicators 2003-04 2004-05 2005-06 2006-07 2007-08 2008-09 2009-10 E 1. Bangalore 5. Dublin
2. Delhi NCR 6. Chennai
GDP ($ Bn) 599 701 809 916 1173 e 1180 e 1218 #
3. Mumbai 7. Hyderabad
ITES - Revenues ($ Bn) 21.6 28.3 37.4 47.8 64.1 71.0 75.6
4. Manila NCR 8. Pune
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 Financial Services Verticals – Key BPO players
- No. of Employees (M) 216 316 415 553 700 790 841
Talent Pool in India
N.A. N.A. 30 33 36 40 43 Captives FTE* Third Party FTE*
(MM)
Data till 08-09 Nasscom. e, # EXIM Bank of India Est.
HSBC 12000+ Genpact 30000+
• Productivity/Domain/Platform gaining increasing importance. Bank of America 11000+ TCS BPO 26000+
• Global delivery & footprint becoming significant
Amex 7500+ IBM Daksh 25000+
• Industry likely to see increased pressure on acquiring resources with
JPMC 7500+ Intelenet 25000+
domain expertise (Focus on quality)
• Industry continues to see consolidation Stnd Chart 6500+ Wipro BPO 21500+

• Increasing cost pressures on local companies to drive demand for Fidelity 5500+ First Source 19500+
domestic BPO ABN Amro 4000+ WNS 18000+
• Industry players moving towards Tier II/III/SEZ.
Morgan Stanley 2000+ Infosys BPO 16000+
• Emphasis on Corporate Governance
• Generating financial savings of over 50% for US and W. Europe.
* Estimates
• BFSI vertical to account for 40% of potential offshore market.
• Market Share of Indian vendors to reach 10% from current 4% by 2010
(Gartner)
* NelsonHall estimates. # NASSCOM Everest estimates. @ NASSCOM Strategic Review 2009
 Tata Group – Our Heritage

Flagship Conglomerate of Indian Industry for 136 years

80+ Companies, Over $62 Billion in Revenue, 300,000 People
“In a free enterprise, the
community is not just another 5% of India’s Gross Domestic Product (GDP)
stakeholder in the business, but 66% of Profits Committed to Society
is in fact the very purpose of its Developed 4th fastest super computer in the world
existence”
and fastest in Asia
Jamsetji Tata, Founder

TATA STEEL TCS TATA POWER TATA MOTORS TATA CHEMICALS INDIAN HOTELS TATA TEA

INFORMATION CONSUMER
MATERIALS ENERGY AUTOMOTIVE CHEMICALS SERVICES
TECHNOLOGY PRODUCTS

INDIA’S ASIA’S INDIA’S INDIA’S INDIA’S INDIA’S WORLD’S

LARGEST LARGEST LARGEST LARGEST LARGEST LARGEST NO.1
TCS BPO Overview
Service Areas
Horizontal
KPO
• Top 2 BPO in India* Retail
Services
2%
9%
Life Sci. & HC 4%
– US$ 620 MM in FY-09 4%
TME
– 27,000+ Associates TT&H
3%

3%
– 150+ customers, 50+ countries
– $ 2.5 Bn TCV Largest BPO deal in 2008 BFS
INS 62%
15%
• Presence In
– 9 Industry Verticals
90% 833 Leader in BFSI 900
– 5 Horizontals 80%
77%
800
70% 700
– 7 Platforms 60%
620
600
479
• 1 Bn + Transactions per annum 50% 42%
366
38%
376 392
500
40% 349 332 400
311
– Delivered from 9 Countries 30% 22% 24%
19%
22% 300
20% 138 200
84 79 74 68
10% 100
0% 0
TCS BPO Genpact WNS Firstsource Wipro Aditya Infosys
Birla BPO
*Source: DQ Top 20 BPO rankings Rev $ MM BFSI $ MM BFSI % of Rev

TCS BPO Represents Full Year Rev of e-Serve.

Domain focused size-able provider

 The TCS eServe Journey
A Pioneer in the Offshore BPO Industry
14,000
Top 500 Tech
Largest Financial
Companies in Asia Services BPO in India
Pacific – 2003 &
12,000 2004
Nominated for
Emerging Company Citi’s most
in India (2001-02 & Fastest Wealth diversified Offshore
2002-03) creator 1998-2003 BPO
10,000
Economic Times Avaya
President of India Top 500 Companies
Largest Offshore Customer
Award for Highest in India - 2003 Responsiveness Award in
Service Provider
Employees

Export Growth Rate

8,000 BPO (2 years in a row)
in 2001-02 to Citi

IT People Employer of the

1st multi-domain Year Award - 2008
6,000 Financial Services BPO
Top 13 Best Managed
Companies in India- Indiatimes BPO Awards
2005 for “BPO Innovator of the
1st BPO to tap Africa Year” and “Technology
4,000 & EE Markets Award of the Year”
The Most Innovative
& Progressive
1st Contact Center Company - 2004
2,000 in India
CII Commendation for
1st Organized HR excellence 2004-
BPO in India 2005
0
1992 1993 1998 2000 2002 2003 2004 2005 2006 2007 2008

THE EARLY CREATING DOMAIN ESTABLISHING CREATING

YEARS EXPERTISE SCALE VALUE

Vision
To be the leader in providing business process management services to help our customers succeed
Global Footprint

Italy

Slovakia

Luxembourg

Greece

Taiwan

Dubai

Tanzania

50 countries 14500 FTE 24 X 7 Ops

-10hr -8hr -5hr -3hr GMT +3hr +5.5hr +8hr +10hr
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”
 7 financial services domains
 Deep product expertise
 End-to-end
Fully integrated with Citi
 Productivity, re-engineering
 Employer of choice, BPO 
brand and optimization
 Robust hiring engine - Competency Center
approach
 Training and development
Domain
Domain - ISO, COPC
 Market-linked compensation
Expertise
Expertise - Six Sigma

Human
Human Operational
Operational
Capital
Capital Excellence
Excellence

TCS eServe

Compliance
Compliance
Scale
Scale
&
& Control
Control

Transformational
Transformational
 Infrastructure
 Part of TEL’s DNA
Relationship
Relationship  Superior quality
 Fully compliant with Citi
Policies Approach
Approach  Lower procurement cost
 Successful audits  Lower fixed cost per
 Consulting & Right unit
 ARR, SOX, KPMG, OCC Placement studies
 Deploying innovation
 Facilitating change
management
 From Vendor to Partner
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
Board of Directors

CEO & MD

Client
Client Institutional Consumer
Consumer Collections
Collections&& Wealth
Wealth Enterprise
Enterprise
Institutional Support
Support
Coverage
Coverage Banking
Banking Services
Services Management
Management Services
Services
Clients
ClientsGroup
Group

Finance
Finance
Global
Global International Brokerage Technology
NA
NAConsumer
Consumer Trade
Trade International Brokerage Technology
Cards
Cards Collections Services
Collections Services
Technology
Technology
ASIA Loans Mutual
MutualFunds
Funds
ASIA/ /EMEA
EMEA Cash
Cash Loans International
Consumer Management International
Consumer Management Service Finance
Service Finance&& Human
Banking Accounts HumanResources
Resources
Banking Accounts
ICG
ICG Securities
Securities India
India
Collections Entitlements Management
Fin
Fin Collections Entitlements/ / Management
Accounting ICU Assurance
Assurance
GWM
GWM Asset
AssetBased
Based Accounting ICU
Services
Services
Finance
Finance
Administration
Administration
Prod
ProdMgrs
Mgrs

Supply
SupplyChain
Chain/ /
VMU
VMU

Corporate
Corporate
Strategy
Strategy
Communications
Communications
Human Capital
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

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

TCS eServe: Winner of the IT People’s

Employer of the Year Award 2008
Our people & work culture

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 work culture

fit
• Open, Facilitative, Supportive

y ou • Informal and lateral

Do in? • Encourages independent thinking
• Encourages innovation
• Fosters excellence
• Provides learning and opportunity to grow
Training & Development Academy
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

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

Progressions: Campus to Corporate
Progressions
Training
Graduation
Program
Joining 6 Months 12 Months 18-24 Months

Campus to Mile Stone 1 Mile Stone 2

Mile Stone 3
Corporate Understanding Handling Teams
Green Belt
Company Client Direct Action Training
Overview Expectations
Thinking Tools Project
Banking & BPO Goal Setting &
(De Bono
Regulations Appraisal Program)
Workshop
Business Fair Stress
Cross Culture
Site Visits Management
Communication
Yellow Belt

PROGRESSIONS OVERVIEW
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
Life at TCS eServe
Fun @ work –
activities and team
building

ENERGY –
Annual bash
for the people,
by the people

ENABLE -
‘Developing the Next
VOE/ Link In – Generation’ -
Employee corporate social
satisfaction responsibility program
surveys. What you
feel counts

eWA- TEL’s
Diversity initiative
UURJAA- Health
and Fitness Centre
Career Paths
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
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
Learning & Growth - At TEL we offer Careers, not just a Job
Mustaqeem Hoosain
MBA, 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
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
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 TCS
•
•
•
•
Strong Domain Expertise
End-to-end capability
Scale
Citigroup’s commitment
+ •
•
•
•
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
Your role with us

• 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

The power to achieve what most people only dream about

Compensation
(offered last year – Batch of 2009)
 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.

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