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

2. 2 With the evolution of the markets the goals and motives for setting up a business have changed Goals for Businesses 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

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

4. 4 Sorry Grandpa but 21st 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. 5 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

6. In Turbulent Times 6 Company Confidential 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 The Crisis Time to get Maximum from Optimized Talent Base Business has lots of choice

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 Company Confidential 7

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

9. Leaders Now and Then 20 th 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 Company Confidential 9 Mutual Respect and Dignity

10. Strategies in Turbulent Times 10 Company Confidential Focus on purpose and values – be true to Mission critical tasks 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. Leaders should Connect and not Hide Demonstrate commitment in Motives and understanding

11. Leadership Style in Crisis Management Phase -1 Signal Detection Phase -2 Preparation / Prevention Phase - 3 Containment / Damage Control Phase - 4 Business Recovery Phase - 5 Learning & Reflecting Leadership Competencies 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 Company Confidential 11

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

13. Leading in Downturn: The Work of Leader Strategy Systems ExecutionGrowth Vision InnovationEffectiveness Efficiency Productivity Vision 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 Source: Phil Harkins, Linkage Company Confidential 13

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

15. 0 102 153 150 0 153 83 158 42 113 255 165 195 221 153 204 255 177 227 149 Level 1 Palette Level 2 Palette Pioneers of the Indian BPO Industry Complexity – Added Value (1992-1996) (2000-2005)(2006 and beyond) (1996-2000) Quatrro team pioneered real time processing and voice–based services The team established India’s largest multi- process captive unit Scaled beyond F&A India established as thepremier global offshoringdestination for call centerand BPO services Formerly GECIS Quatrro team pioneered 3rd party operations Multi-faceted services Acquired by Wipro in July 2002 Started and grewSpectramind into India’slargestindependent BPO company Quatrro endeavors to provide clients with innovative solutions at optimal cost through a combination of tools, platforms and business processes Targeting uncontestedmarkets and pioneeringnew service lines. Avision of taking the industry “Beyond the Existing” Quatrro team pioneered offshoring to India The team established India’s first captive for Finance & Accounting Indian BPO industry was in its nascent stage (data entry was only RPC (1) service in India) 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 _____________________ (1)Remote Processing Center. 3

16. 0 102 153 150 0 153 83 158 42 113 255 165 195 221 153 204 255 177 227 149 Level 1 Palette Level 2 Palette Preeminent Senior Management Board Of Directors 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 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 Corporate Functions India's Most Experienced BPO Management Team Raj Dutta Executive Director & CFO 23+ yrs Experience GE, Wipro and HCL Rakesh Sharma EVP, Infrastructure Services 21+ yrs Experience Oracle and Wipro 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 Ed Quintero EVP, Business Development 25+ yrs Experience Anderson and Wipro Srini Pingali EVP, New Product Development 18+ yrs Experience Accenture, Wipro and Tata 4

17. Business Lines Handling Diversity: Team Quatrro: Multi location & Multi cultural Hari Baskaran President, Quatrro Risk Management 17+ yrs Experience Citi Group… Gary Bettin CEO Quatrro Mortgage Solutions 25+ yrs Experience Bank of America Cesar Soriano CEO, Finance & Accounting 19+ yrs Experience RSM McGladrey, Dun and Bradstreet (D&B), Bowne Business Solutions... Shyam Sundar COO Quatrro Mortgage Solutions 22+ yrs Experience Motorola, GE, Equinox Suresh Subramanian President and Director, Finance & Accounting 25+ yrs Experience E&Y, KPMG… R. Sivadas Managing Director, Scope eknowledge 24+ yrs Experience Escorts, UB Chandu Nair Director & President, Scope eknowledge 24+ yrs Experience Businessworld, Asian Paints Vijayalakshmi Rao Director & COO, Scope eknowledge 23+ yrs Experience TI Cycles, SAIL… Legal SolutionsTechnical SolutionsInteractive Entertainment Knowledge ServicesFinance & AccountingMortgage ServicesRisk Management Business Support Services S Vaman CEO, Quatrro Risk Management 26+ yrs Experience Amex, Citi Group… V Balakrishnan President & chief Executive, Strategic Business Development 25+ yrs Experience GE, Larsen & Tubro, Wipro… Raja SV EVP and Chief, Human Resources Officer 25+ yrs Experience Amex, Tata, Wipro… Sunil Rawal EVP and Chief Quality, Risk and Compliance Officer 25+ yrs Experience GE, Wipro… Sunil Gujral EVP and Chief Technology Officer 20+ yrs Experience Amex, Wipro… Rakesh Sharma EVP, Infrastructure Services 21+ yrs Experience Oracle, Wipro… Ed Quintero EVP, Business Development 25+ yrs Experience Anderson, Wipro… Srinivas Pingali EVP, New Product Development 17+ yrs Experience Accenture, Wipro, Tata… Board Of Directors Corporate Functions Richard Leinfellner CEO, Babel Media 25+ yrs Experience EA among others Howard Hill CEO, Quatrro Legal Solutions 35+ yrs Experience Chrysler, Pepper Hamilton … Srinivas Pingali CEO, TSG 17+ yrs Experience Accenture, Wipro, Tata… Sanjeeva Fernando President, Business Support Services 20+ yrs Experience John Keells Group… 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 Raj Dutta Executive Director 23+ years of experience in handling diverse areas in Finance and General Management Worked with GE, WIPRO, HCL… 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 Company Confidential 17

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

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

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