Changing Role of Leadership

1. Changing Role of Leadership Raman Roy Chairman and Managing Director June 10 2009 Company Confidential

2. Goals for Businesses With the evolution of the markets the goals and motives for setting up a business have changed • My grand father set up the business for • Regular Cash flow • Doing better than a job • Being his own boss • Kids of today only talk of Value creation • The next Bill Gates • Cash flow is alien Leadership needed differs by the end objective and Goals Company Confidential

3. Leadership is about leading PeopleIs there a change from what Grandpa saw? …..Grand pa only spoke about his loyal manager Ramu …..It was all Command and Control Company Confidential

4. Sorry Grandpa but21st Century and Service Organizations are different…..Ramu’s kids are different • The labor force consists primarily of highly skilled knowledge workers • The products of services consist primarily of packages and knowledge • They tend to be global in scope • They tend to be technologically driven • They tend to be characterized by rapid change and complexity • Their activities are distributed over space and time • They tend to be multipurpose serving the needs of many constituencies • They tend to have fuzzy boundaries Company Confidential

5. In Good Times • Discovering Talent • Work strategically and systematically to discover broad, diverse talent pools and then ensure that these pools don’t dry up • Developing Talent • Building individual skills, knowledge and competencies in ways that can expand the org’s collective capabilities • Deployment of Talent • Right Talent at Right Place and Right Time It is / was a Battle to acquire TALENT TALENT had lots of choice 5 Company Confidential

6. In Turbulent Times The Crisis • When business is challenging, cracks start surfacing • So called “unpopular” interventions • Cut costs – Save money • Optimize manpower strength • Rework compensation • Increase productivity & efficiency of organization • Redesign training and development programs • Employee (individual / group) concerns Time to get Maximum from Optimized Talent Base Business has lots of choice Company Confidential

7. Leading in Downturn: People in Stressful Times People become “swampy”: They close down They disbelieve Get afraid Need more explanation Get frustrated easily Many slow down because they are cautious • The natural personality of a workforce and its communications styles shifts towards more: • Reserved • Skeptical • Emotional • Directive • Deliberate • Summary: • In hard times people close down, project what they are feeling in different ways. They can appear sullen, angry, and defensive. • Stories about what’s really happening spread quickly and it’s reinforced by co-workers, friends, and families. Source: Phil Harkins, Linkage 7 Company Confidential

8. The Change… TALENT had lots of choice TO Business has lots of choice The Leadership Needs Change Company Confidential

9. 20th Century Stability, predictability Size and Scale Leadership from the top Organizational rigidity Control by rules and hierarchy Information closely guarded Quantitative analysis Independence 21st Century Discontinuous change Speed & responsiveness Leadership from everybody Permanent flexibility Control by vision and values Information shared Creativity, intuition Virtual Integration Leaders Now and Then Mutual Respect and Dignity 9 Company Confidential

10. Strategies in Turbulent Times • Focus on purpose and values – be true to Mission critical tasks • Leaders should Connect and not Hide • Demonstrate commitment in Motives and understanding When people have assurances of what won’t change and a personal connection with leaders who are visible and challenged with same issues and concerns, they will be better able to focus on the job at hand. Company Confidential

11. Leadership Style in Crisis Management • External focus…defines success in market terms … benchmarks the competition … makes growth the goal … comfortable outside the walls of the organization • Clear Thinker…simplifies strategy into specific actions, sets priorities and makes clear decisions • Technology savvy…comfortable with product, service & information technology … knows how to fund and win • Inclusive leader… connected with the workforce, energizing in approach • Imagination… willing to take risks to promote growth … on both people and ideas • Confident expert… uses depth as a source of confidence, leading the" what” generation Phase -1 Signal Detection Phase -2 Preparation / Prevention Phase - 3 Containment / Damage Control Phase - 4 Business Recovery Phase - 5 Learning & Reflecting Leadership Competencies 11 Company Confidential

12. Global Mindset Access mainstream distribution Embrace global standards Create world class brands Scale up through global acquisitions 1 8 7 2 6 3 Enhance productivity through processes Obtain low cost capital 5 4 Earn quality reputation Invest in design & research Source: Dr. Jagdish N. Sheth, Emory University 12 Company Confidential

13. Leading in Downturn: The Work of Leader Innovation Effectiveness Vision Efficiency Productivity Strategy Growth Execution Vision Systems Source: Phil Harkins, Linkage • Establish goals in challenging times • Need to focus and align time & energy • Determine and reckon with worst scenario, it creates the most • opportunities for pathways for solutions 13 Company Confidential

14. Building High Performance Teams • Define / Re define Motives for Individual and company • Define overlaps • Employee objectives • Company Objectives • Communicate • Minimize pain Leadership is about the Leader changing with the needs Company Confidential

15. Formerly GECIS Pioneers of the Indian BPO Industry The Quatrro management team is the most experienced in India and has been responsible for hiring, training and developing more than 35,000 employees in offshore locations • Quatrro endeavors to provide clients with innovative solutions at optimal cost through a combination of tools, platforms and business processes • Quatrro team pioneered 3rd party operations • Multi-faceted services • Acquired by Wipro in July 2002 • Quatrro team pioneered real time processing and voice–based services • The team established India’s largest multi-process captive unit • Scaled beyond F&A Targeting uncontested markets and pioneering new service lines. A vision of taking the industry “Beyond the Existing” • Quatrro team pioneered offshoring to India • The team established India’s first captive for Finance & Accounting Complexity – Added Value Started and grew Spectramind into India’s largest independent BPO company India established as the premier global offshoring destination for call center and BPO services Indian BPO industry was in its nascent stage (data entry was only RPC(1) service in India) (1992-1996) (1996-2000) (2000-2005) (2006 and beyond) _____________________ (1) Remote Processing Center. 3

16. Daniel R. Mintz Founding Managing Director, Olympus Capital Holdings Asia 20+ years of private equity and mergers and acquisitions experience Worked with Morgan Stanley Capital Partners ("MSCP") and Morgan Stanley's Mergers and Acquisitions Department Raj Dutta Executive Director 23+ years of experience in handling diverse finance and general management assignments Worked with GE, Wipro and HCL Raman Roy Chairman & Managing Director 17+ years in the BPO Industry Pioneered Remote Processing in India Created 3 of the largest BPOs in India Transitioned over 500 processes to India and created over 35,000 BPO jobs Raj Dutta Executive Director & CFO 23+ yrs Experience GE, Wipro and HCL V Balakrishnan President & Chief Executive, Strategic Business Development 25+ yrs Experience GE, Larsen & Tubro and Wipro S Varadarajan EVP, Chief Human Resources Officer 25+ yrs Experience Amex, Tata and Wipro Sunil Rawal EVP, Chief Quality, Risk and Compliance Officer 25+ yrs Experience GE and Wipro Sunil Gujral EVP, Chief Technology Officer 20+ yrs Experience Amex and Wipro Rakesh Sharma EVP, Infrastructure Services 21+ yrs Experience Oracle and Wipro Ed Quintero EVP, Business Development 25+ yrs Experience Anderson and Wipro Srini Pingali EVP, New Product Development 18+ yrs Experience Accenture, Wipro and Tata Preeminent Senior Management Board Of Directors • Created over 35,000 Indian BPO jobs over the last 17+ years • Established 16 delivery centers • Migrated over 1,150 processes from multiple geographies and industries • Built largest BPO in India by scaling operations to over 1 million back-office transactions, 5 million inbound calls and 2 million outbound calls per month • Setup over 1 million sq ft of infrastructure globally • Over 450 years of cumulative work experience in BPO and leading organizations including GE, Amex, Citigroup, KPMG, E&Y, Accenture, Tata, Wipro and Oracle • Developed “Gold Standard” processes for product lines and functional areas including global best practices and compliance solutions • Integrated Lean, Six Sigma, Kaizen and COPC quality programs to increase productivity, timeliness and cost effectiveness for our clients • Collectively executed over 2700 Six Sigma Projects across various domains in the BPO industry India's Most Experienced BPO Management Team Corporate Functions 4

17. Raman Roy • Chairman & Managing Director • 16+ years in the BPO Industry • Pioneered Remote Processing in India • Created 3 of the largest BPO’s in India • Transitioned over 500 processes to India & created over 35,000 BPO jobs • Daniel R. Mintz • Founding Managing Director, Olympus Capital Holdings Asia • 20+ years of private equity and mergers and acquisitions experience • Worked with Morgan Stanley Capital Partners ("MSCP") and Morgan Stanley's Mergers and Acquisitions Department • Raj Dutta • Executive Director • 23+ years of experience in handling diverse areas in Finance and General Management • Worked with GE, WIPRO, HCL… Cesar SorianoCEO , Finance & Accounting 19+ yrs Experience RSM McGladrey, Dun and Bradstreet (D&B), Bowne Business Solutions... S VamanCEO, Quatrro Risk Management 26+ yrs Experience Amex, Citi Group… Gary BettinCEO Quatrro Mortgage Solutions 25+ yrs Experience Bank of America Shyam SundarCOO Quatrro Mortgage Solutions 22+ yrs Experience Motorola, GE, Equinox Hari BaskaranPresident, Quatrro Risk Management 17+ yrs Experience Citi Group… Suresh SubramanianPresident and Director, Finance & Accounting 25+ yrs Experience E&Y, KPMG… R. SivadasManaging Director, Scope eknowledge 24+ yrs Experience Escorts, UB Sanjeeva FernandoPresident, Business Support Services 20+ yrs Experience John Keells Group… Howard HillCEO, Quatrro Legal Solutions 35+ yrs Experience Chrysler, Pepper Hamilton … Srinivas Pingali CEO, TSG 17+ yrs Experience Accenture, Wipro, Tata… Richard Leinfellner CEO, Babel Media 25+ yrs Experience EA among others Raja SVEVP and Chief, Human Resources Officer 25+ yrs Experience Amex, Tata, Wipro… Sunil RawalEVP and Chief Quality, Risk and Compliance Officer 25+ yrs Experience GE, Wipro… V BalakrishnanPresident & chief Executive, Strategic Business Development 25+ yrs Experience GE, Larsen & Tubro, Wipro… Chandu NairDirector & President, Scope eknowledge 24+ yrs Experience Businessworld, Asian Paints Rakesh SharmaEVP, Infrastructure Services 21+ yrs Experience Oracle, Wipro… Ed QuinteroEVP, Business Development 25+ yrs Experience Anderson, Wipro… Srinivas Pingali EVP, New Product Development 17+ yrs Experience Accenture, Wipro, Tata… Sunil GujralEVP and Chief Technology Officer 20+ yrs Experience Amex, Wipro… Vijayalakshmi RaoDirector & COO, Scope eknowledge 23+ yrs Experience TI Cycles, SAIL… Handling Diversity: Team Quatrro: Multi location & Multi cultural Board Of Directors Business Lines Risk Management Finance & Accounting Mortgage Services Knowledge Services Interactive Entertainment Legal Solutions Technical Solutions Business Support Services Corporate Functions 17 Company Confidential

18. Executing Our Strategy New Service Lines Risk Management Interactive Entertainment Legal Information Services Build New Business Models Technology Solutions Finance & Accounting Uncontested Mortgage Services Acquire New Geographies Singapore, Sri Lanka, China, UK, U.S., Canada New Markets B to C – Business to Consumer Small & MediumBusinesses Align A unique and differentiated BPO built over the last 36 months Company Confidential

19. Very little of what leadership is about is visible Somehow you always know when it exists!!!!!!

20. Thank You raman.roy@quatrro.com www.quatrro.com Company Confidential Company Confidential