TCS BPO Campus 2010-2011

1. TCS BPOCampus 2010-2011

2. The BPO Business 7 August 2014

3. BPO Industry Overview BPO Industry Overview: Global BPO market size - $315 bn in 2008, to grow at 9% CAGR @Nelson Hall Estimates Global BPO Offshore market size - $30 bn in 2008 #Nasscom Everest Estimates Indian BPO market to grow 19% through 2013 to $1.8 Bn * Source – Gartner 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 ** Source: globalservicesmedia.com Source: Data till 08-09 Nasscom

4. TCS BPO An Overview…. 7 August 2014

5. TCS BPO Overview Pioneer : CGSL, AFS, Diligenta, Comicrom Top 2 BPO in India (DQ Survey) - Rs. 3461 crores in FY-10 - 30,000+ Associates - 150+ customers, 50+ countries - $ 60 mnLargest deal in 2010 Presence In - 9 Industry Verticals - 5 Horizontals - 7 Platforms Clients - 150+ in 32 countries Global presence - 12 key GNDMTM delivery locations across the globe Few important M&A & JVs - AFS, BTS, WTI, Comicrom, Diligenta and CGSL

6. TCS BPO Overview : Domain Focused services BPO • Verticals • Capabilities which serve the core needs of specific industry. • BFS • Insurance • Manufacturing • Telecom • Retail • M & IS • Life Sciences • Travel & Hospitality • ERU Horizontals Horizontals are domains that can be leveraged across all the industries. F& A HRO SCM KPO Customer Interaction Services Platforms HR & Payroll, Finance & Accounting (F&A), Procurement, Analytics Vertical - Insurance-Pensions, Banking-Recon, Banking-Operations 80% Revenues from domain led transaction processing

7. Global Networked Delivery ModelTM (English, Dutch, German, Greek, Hungarian, Icelandish, Italian, Norwegian, Polish, Portuguese, Romanian, Russian, Spanish) Europe 2 1100+ UK, Budapest, N. America APAC 1 51 237 1 India Cincinnati Hangzhou, China (English) 30000+ 6 (Chinese, Japanese, Korean, Taiwanese, Russian) (English, French, German, Italian, Portuguese, Spanish) Iberoamerica 2300 2 Santiago, Chile Montevideo, Uruguay (English, French, German, Italian, Portuguese, Spanish) Number of delivery centers Number of FTEs*

8. TCS BPO Differentiators • 90% + Revenues stemming from Industry Specific Processes • Industry Specific Certifications and Associations. • IATA/ USFTAA Association • 250 LOMA, 700 AICPCU and 170 AHM certified professionals • 30+ competency centers across 7 domains - 14000 FTE's with 16 years of know how • Existing pool of 600+ certified six sigma professionals across TCS Domain Competency • Consulting led Transformation followed by BPO for Large Ecuador Bank • IT Leveraged to create Golden Source of Data for Leading European Bank • Process Automation to cut down TAT by 60% for leading Research provider • Process Improvements leading to $ 15MM+ savings for Fortune 50 US Retailer Transformation Transformation • Platform Based Services across HR, F&A, BFS and Insurance • Alternate Engagement Models • Vendor Assisted Model for Leading European Bank • Hybrid Model for Fortune 50 Manufacturing Customer • FSA Regulated Subsidiary in UK Innovative & Flexible Business Models • Large and Complex Transformational Deals • $ 847MM Contract with Pearl Assurance UK • $ 1.2 Bn Contract with the Nielsen Co. • $ 2.5Bn Contract with Citigroup • Track record of SLA management (Quality>99.9%) • Industry Certifications ( ISO, COPC) Operational Excellence

9. TCS BPO Career Path & Progression

10. CAREER Path & PROGRESSION Transition Delivery/Honeycomb Subject Matter Expert (SME) Process Excellence Group (PEG) Transformation Facilitation Pre Sales & Solution Involves: HR Infrastructure support Process Automation Individual Contributors

11. Role Profile Pre Sales & Solutioning : Solutions Owner Responsible for identifying customer requirements & arriving at optimal solutioning and achieving business numbers Pre Sales & Solutioning : Offering Owner Responsible for creation of an offering roadmap, identifying customer requirements for specific offerings and achieving business numbers for the offering Transition : Program Leader To ensure the operationalisation of Domain based or Program Level Transition Methodologies so as to ensure customer value is maximised SME : Domain/Offering Expert Application of expertise in a particular domain/area towards enriching value delivered to the customers Transformation : Consultant Manage successful outcomes of a Project for the customer and enrich learning into the transformation team

12. Career management begins with a PDP creation and Goal Setting discussion. The basis for PDP is the psychometric test and one –one project allocation assessment The PDP is signed off and uploaded on know max the goal sheet is closed on SPEED Career Mapping – PDP- Project Charters Process Flow for Career Progression Assessment centre / Psychometric Create the JANUS profilers One – One Career Discussion : Business , Pre Sales Quality & HR Supervisor discussion Goal setting & Project Charter Assignments – Rotations - Assessments Assignment A - 6 months: Business Focus Allocation to a Domain . Aligned to Presales/ Business ops area of focus Monthly reviews to track career progression & goals Assignment A and B can be completed in any order in 12 months. SPS and GB have to be completed in this phase Next assignment is allocated based on performance assessment • Assignment A : Pre Sales & Business Focus : 6 months • Associate is aligned to a Domain – learns the domain • Focus of assignment is pre sales / delivery/ BFM linked to the Domain (based on one-one project allocation) • Project completed with transition linked to domain Assignment B-6 months Process Excellence Focus Allocation to a domain Aligned to Special Projects in Delivery ,Transformation Orientation to Risk Monthly reviews to track Career Progression • Assignment B: Process Excellence Focus : 6 months • Associate is aligned to a Domain – learns the domain • Complete Special Project which focus on GB Project , Risk , and Transformation linked to the Domain Career Discussion - align associate to the career stream and role Review the career Discussion / Assessment Scores used to Validate the career stream assigned. • Assignment C : Special Projects in the career aspiration area with Focus on Leadership skills : • 6 months • Associate is aligned to the career stream /domain • Leads a team for a special project • Assessment to indicate leadership readiness through 360 evaluation Assignment C - 6 months Special Projects and Leadership Monthly reviews to track Career Progression Based on Performance - Role identification and Allocation • Assessments have to be cleared to move to the assignment & get allocated END

13. Graduation Objective: To provide a structured competency based learning platform for development of Managerial skill critical for career progression Eligibility: All Band 4 Employees • Campus to Corporate / Corporate Orientation • TATA Group Orientation • Company Overview • Business Orientation • HR Overview • Understanding Core Competencies • *MIS & Presentation ( C2C) • Experiential Learning • Out Bound Training Covering • Interpersonal Skills • Initiative • Innovation & Creativity • Result Orientation Induction Core Programs Graduation Time Frame - 12 months Campus Hires - 5 day Induction + 8 days ILT

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