Firstsource Solutions
Firstsource Today
Over 24,000
employees worldwide
40+ global delivery centers across India, Philippines, UK &US
BUSINESS VERTICALS
Verticals:
• Banking & Financial Services, Insurance
• Telecom and Media
• Healthcare
Business Unit:
• Asia Strategic Business Unit
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Scalable, Global Delivery Platform
July 2010
Countries: 4
Blended onshore and offshore model
Centers: 42
Seats: 20,544
Employees: 24,697
Proximity to clients
Enhanced business continuity capability
•Jalandhar
North America
Northern Ireland
•
•
•
•
•
•
•
•
•
•
•
•
Belleville, IL
Amherst, NY
Columbus, OH
Colorado Springs, CO
Fort Scott, KS
Kingston, NY
La Porte, IN
Louisville, KY
Miami, FL
Nashua, NH
Rockford, IL
Salt Lake City, UT
14 Centers
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• Belfast
• Londonderry
2 Centers
•Bhopal
•Indore
•Siliguri
•Kolkata
•Bhubaneswar
•Mumbai (5)
•Vijayawada
Hubli •
Bangalore(2) • •Chennai (3)
•Trichy
Pondicherry
•
(2)
Kochi • India
•Coimbatore
Philippines
• Manila
1 Center
25 Centers
Our Business Verticals (1/1)
Market
Geography
Key Segments
Payer
Healthcare
Revenue
Contribution
Employees
38%
2,970
of income
from services
(FY10)
as on March
31, 2010
Revenue
Contribution
Employees
26%
7,145
income from
services
(FY10)
as on March
31, 2010
Delivery
Geography
Provider
Market
Geography
Telecom
& Media
Key Segments
Cable & Satellite
Television
Broadband /
Narrowband
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Wireless
and Mobile
Fixed
line
Delivery
Geography
Our Business Verticals (1/2)
Market
Geography
BFSI
Market
Geography
Asia
Business
Unit
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Key Segments
Credit Cards
Retail
Banking
Mortgage
General and
Life Insurance
Key Segments
Telecom &
Media
BFSI
Revenue
Contribution
Employees
22%
3,409
income from
services
(FY10)
as on March
31, 2010
Revenue
Contribution
Employees
12%
10,802
of income
from services
(FY10)
as on March
31, 2010
Delivery
Geography
Delivery
Geography
Our Financial Growth
19556
21570
18932
14989
17369
11286
8350
6786
6147
5440
4009
1439
1135
2188
14396
employees
seats
Revenue
24860
Employees, Seats
19918
17792
Rs. Million
FY03-FY10 CAGR: 59%
8382
5495
772
2003
2003
2004
2005
2006
2007
2008
FISCAL YEAR
2009
2004
2005
2004
3235
2005
2008
2007
2008
2009
2010
2721
Profits After Tax
1361
1316
1849
Rs. Million
973
181
2007
2006
1245
1015
2006
1808
2010
345
797
191
521
21
193
-124
-57
2003
1449
1658
operating EBITDA
operating EBIT
2206
2309
Operating EBITDA And Operating EBIT
Rs. Million
13337
2009
2010
FISCAL YEAR
-109
6
2003
2004
2005
307
247
2006
2007
2008
2009
2010
FISCAL YEAR
BLUE CHIP SHAREHOLDERS
ICICI Bank (India’s largest private sector bank) | Temasek Holdings (Asian investment fund with a portfolio of ~US$ 100 bn) |
Metavante (top 3 US bank technology and payments processors)
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Our Accolades
Awards
Industry Recognition
Certifications
UK Trade & Investment India Awards, 2009 for Investor
of the Year
IAOP Ranking 2009
• Top 100 companies providing outsourcing
services (Rank 36)
• Ranked in top 10 in leaders
for Healthcare, Telecommunications,
Transaction, Processing Services and Serving the
geography of India
Healthcare Provider services peer reviewed and
approved by Healthcare Financial Management
Association (HFMA)
National Outsourcing Association (NOA),
UK Awards:
• Best Telecom, Utilities & HiTech outsourcing project, 2009
• Best Telecom outsourcing
project, 2007
• Best offshoring Operation, 2007
• Best Financial Services outsourcing project, 2005
The 2009 Global Services Survey:
• No. 6 in Best Performing
BPO provider
• No. 8 in Best Performing
Contact Center
First pure play BPO company in the
world to secure ISO 20000 &
ISO 27001 certifications
Everest Outsourcing
Excellence Award for
“Most Flexible Partnership”
NASSCOM’s Top 10 ITES-BPO companies:
Among the Top 10 BPO companies
in 2007, 2008 and 2009
First pure play BPO in the world to achieve COPC-2000
CSP certification
Ver 4.2 certified
IQPC Awards
• Winners in the “Best Project
in services & transaction”
category
• Winners in the “Best Defect Elimination in
Services & Transaction” category
• Winners in the “Best Design for Six Sigma” category
CIO
CIO 100 Awards - Honoree
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The 2009 Black Book of Outsourcing:
Black Book of Outsourcing ranks Firstsource at
number 9 in 2009 Top Cross-Industry BPO vendors
Great Place to Work
Firstsource is ranked among
the 50 Great Places to Work in India
(as per study conducted by The Great
Place to Work® (GPTW) Institute, India,
in partnership with The Economic Times)
Firstsource awarded Payment Card
Industry Data Security Standards
Certification (PCI DSS)
MedAssist became a U.S. General Service
Administration contractor under
the Multiple Award Schedule (MAS)
of the US Government.
A Great Place To Work
Firstsource is ranked among the 50 Great Places to Work in India (as per the study conducted by The
Great Place to Work® (GPTW) Institute, India, in partnership with The Economic Times)
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Campus Program - An overview
One of the first BPO companies to visit management
campuses, Firstsource has been hiring from some of the
premier B-Schools in the country since 2003 – a little
over a year into the company’s existence!
Key Highlights

About 140 Management Trainees hired till date

20-30 MTs hired every year

15-20 interns hired every year

High PPO conversions

Well structured Management Trainee Program – refined over the years
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Investment in Future Leaders (1)
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Investment in Future Leaders (2)
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Career Growth @ Firstsource

VP
GM
DGM
Sr. Manager
Manager
Asst. Manager

Quality
Sr. Executive
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Training
Technology
HR / Marketing
Other Support Functions
Profiles – Finance
Risk & Compliance
•
Overseeing, evaluating, measuring and reporting the state of compliance to the laws, regulations, policies and
business agreements within the Organization.
•
Enabling the reporting and resolution to non compliance incidents or anything that violates regulatory
requirements and corporate governance procedures;
•
•
Developing and implementing standardized policies and procedures for the core functions of the Organization;
•
Managing the attestation to industry compliance standards/ certifications for the Organization;
Supporting business to ensure implementation and smooth functioning of compliance framework and mitigate
operational risks;
Business Analysis
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•
•
•
•
•
Business unit level planning, forecasting and reporting
Single point of contact for Operations for financial solutions
In-depth analysis of revenues, costs, operational efficiency
Support business in pricing negotiations, decision making
Provide impact analysis to business, support functions on strategic decisions
Continuous monitoring of costs, levers & metrics
Corporate Planning
•
•
•
Corporate level team catering to Organization wide Business Planning, Budgeting and Forecasting
Initiate cost control measures and other strategic projects for Business owners and Corporate
Financial Reporting and MIS
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Profiles – Finance
Investor Relations
•
•
•
Establish strong and consistent information flow to analysts and key investors
Preparation, analysis, interpretation and dissemination of investor relations data
Respond to external enquiries for general company information
Pricing & Analysis
•
•
Critical in offering pricing solutions to obtain new clients and retain existing ones
•
•
•
Formulating standardized cost structures for different delivery centre prices
Creating comprehensive commercial solutions for new Lids, structuring these solutions based on client and internal
standards
Creation of Prices database for specific deliveries and business segments
Contractual negotiations and deal structuring
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Profiles – Solution Design & Transition
Solution Design &Transition
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•
•
•
Should understand the client requirements and prepare a detailed project plan.
•
Needs to communicate & negotiate with clients as well as all other stakeholders and support functions for project
related communication
•
•
•
•
•
•
Requires to use project management methodologies to manage transitions
•
•
Responsible for impact analysis for a change request and implementation of an approved change request
Would be responsible for creating the basic design based on which the solutions will be defined
Would require to work with various stakeholders in implementing the plan
Acts as the single point of contact for the project for client and internal stakeholders and works closely with all the
support functions and operations within the organization.
Responsible to create process maps and measurement metrics as per requirement
Need to creatively come out with the best solution for implementation
Would also be involved, as per requirement, in defining solutions for prospective clients.
Responsible to ensure strict adherence to timelines committed to the client.
Providing timely and accurate reporting and feedback of results both prior, during and after Transition implementation,
escalating issues where necessary
Tracking and ensuring projects are implemented within the signed off cost frame
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Profiles – Client Relationship Management
Client Relationship Management
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•
Responsible for managing client expectations and ensuring a smooth relationship.
•
•
Is a conduit between the operations team in the Company and the client
•
•
Map the client organization and keep an eye of client position in the industry
Ability to develop relations within the client organization which can be leveraged for acquiring new business from the
client and various other activities.
Developing and maintaining a strong repository of data with all relevant information for repeatable use in meeting
clients
Owner of the Contract and ensure healthy receivables
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Frequently Asked Questions
Selection Process
Group Discussion/ Case Studies & Personal Interview.
Job Location
Candidates should be willing to work anywhere in India given the nature of the expanding business needs.
Date of Joining
Post the completion of the course, the dates of the orientation program will be communicated. Tentatively, this is
around May / June every year. However, we encourage live projects for all MTs hired before they come on board.
Compensation
Management trainees are paid a salary of Rs. 6.5 Lakhs per annum.
Lateral Hires join as Assistant Managers and are paid a salary of 7 Lakhs per annum
They will also be provided airfare from the location of their hometown to their joining location
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MTs Speak
Sheyana Pillai
Joined on: Jul 1st, 2008
Institute : Symbiosis Institute Of Management Studies
Function: HR – Compensation & Benefits
The MT programme at Firstsource was extremely well structured and planned. A lot
of thought was put into the design of the programme and it was good fun being a
part of it. My stint at Firstsource has been a rewarding journey and the organization
with its managers, peers and fellow MT’s have helped tremendously in this
enriching experience.
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MTs Speak
Nikhil Pandey
Joined on: Jul 1st, 2008
Institute : Symbiosis Institute Of International Business
Function: Workforce Management
Looking back, my journey at Firstsource has been an extremely fruitful and
rewarding one. It has been enriching as I have not only learnt the art of handling a
business but have also been able to witness the different stages of a business at
different levels. Firstsource is second to none in providing utmost flexibility in role
and serves as a platform for providing career advancement.
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MTs Speak
Shibashis Haldar
Joined on: Jul 6th, 2009
Institute : Tata Institute of Social Sciences
Function: HR - Employee Engagement
I joined Firstsource Siliguri straight after the Induction in Bangalore. When rain greeted me at the
airport and I caught a glimpse of the distant lofty Hills of Darjeeling I didn’t know that I’d attend
four meetings and exchanged welcome notes with over two hundred people before the day
ended.
In retrospect I experienced First success, first failure, first Retention and of course First Salary;
never expected so many first’s in Life in such short a time!
Days rolled, seasons changed, colleagues became friends and before I know I am talking to new
MTs !
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MTs Speak
Devina Menon
Joined on: Jul 6th, 2009
Institute : T.A Pai Institute of Management
Function: HR - Employee Engagement
As a part of the EE team, I have had a chance to interact with many people from different
functions all of whom have been willing to help and support me in my endeavors. The
friendly and open culture of the company makes you comfortable from day one. The HR
role in this field is full of challenges and everyday you face different situations which always
keep you on your toes. My experience in Firstsource has been excellent and I will go all out
recommending the company to all fresh HR managers in the making
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THANK YOU
Firstsource (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL@IN) is a
global provider of customised BPO (business process outsourcing) services to the
Banking & Financial Services, Telecom & Media and Healthcare sectors. Its clients
include FTSE 100, Fortune 500 and Nifty 50 companies. Firstsource has a
“rightshore” delivery model with operations in India, US, UK and Philippines.
(www.firstsource.com)