Executive Onboarding Playbook

Executive Onboarding Playbook

Step Aboard Playbook to help you align, connect and integrate

01

Introduction

This is a playbook to our Step Aboard program. It has all the information pertaining to your pre boarding, Day 1–induction and post onboarding phases that typically span across 6-8 weeks. In addition, the ‘Ask from you’ section provides an overview on goal setting and the learning journey that you will embark on, as a Firstsourcer. Get started, click and read the information shared, get to know our leaders/colleagues and explore what makes Firstsource unique.

02

Program details

Step Aboard will support and enable you to align with the Company’s overarching goals, connect with your team/colleagues/stakeholders and integrate you with our workplace culture. All of this will facilitate a seamless transition into your new role.

Align with the Company’s overarching goals

Connect with your team, colleagues and stakeholders

Integrate with your workplace culture

To help you immerse into our workplace culture and get acquainted with your business and corporate functions, we will : • Share videos, links and reading materials • Schedule meetings with leaders and key business stakeholders While… • HR Business Partners (HRBPs) will be your first point of contact • Leaders and colleagues from various business units (BU) and corporate functions will

work closely with you to support your acclimation • You will be an active participant in all activities

03

Pre boarding

During this phase, we will assist you with the joining formalities that include collecting documents for background checks, filling in necessary documents, Laptop allocation/configuration and necessary ID creation.

Take the time to watch the welcome messages from Vipul Khanna, MD and Chief Executive Officer.

To view the below videos, first log on to FirstWorld the Company's Intranet, with your domain ID credentials

04

Know the leadership team

Dinesh Jain Chief Financial Officer

Prashanth Nandella Chief Operating Officer

Randall Shafer Head - Hospital Business

Lauralea Tanner Head – Healthcare Provider Markets

Venkatgiri Vandali Head - Health Plans & Healthcare Services

Siddharth Parashar Head - Europe

Arjun Mitra Head - Collections

Deb Biswas Head - Communications, Media & Technology

Vipul Khanna MD & Chief Executive Officer

Steven Schachter Head - Mortgage

Shuchika Sahay Chief Human Resources Officer

Sundara Sukavanam Chief Digital Officer

Rajlakshmi Raghavan Marketing & � Communications

05

Day 1 induction

The HRBP will anchor your induction, support you in scheduling meetings and help you complete all onboarding formalities virtually or in-person. All virtual meetings will be conducted on Microsoft Teams. While your immediate manager will welcome you and walk you through the organization’s vision, strategy and culture, the respective HRBP for your base location/geography will take you through the Corporate and HR overview.

To access the below links and videos, first log on to FirstWorld* the Company's Intranet, with your domain ID credentials

*Explore FirstWorld – Company’s intranet 1

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5

Pay portals

Benefits

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4

Ready reckoner

IT self-service

Watch the videos

06

Spread across 14-18 weeks the post onboarding phase will be a combination of: • Meetings with immediate manager, colleagues in the C-suite, direct reports, peers and key stakeholders who will: - Provide an overview of the BPM Industry (where applicable) - Familiarize you with our 'Vertical-Service Line-Geo' operating model • Connect sessions with the team • Configuration and training of HR/Admin systems and platforms • StepAboard Seminar- Leadership assimilation program that will enable meaningful and smooth transition through Leadership connects and cultural assimilation Post onboarding

07

Post onboarding

Week 1: The focus will be on connect sessions with your direct reports to understand their areas of work Week 2-3: Familiarize yourself with our Businesses and how it operates through “Know your Business” webinar facilitated by Business Leaders available on our Learning Management system Week 4-6: Networking meetings with peers from your Business Unit/Function to understand your Business/Function and its overall strategy and goals Week 7-9: Networking sessions will be scheduled with peers from other Business Unit/Function to understand how we collaborate to achieve overall organisation goals Week 10-12: Networking sessions will be scheduled with Heads of Operations and support functions (HR, Finance, Technology, Sales, Marketing, Admin and Facilities) to provide a holistic view of how we operate Week 14-18: StepAboard Seminar will be scheduled with the leadership team across various functions which will cover: • Leadership connects(CEO/CHRO/COO and support function heads) • Q&A session with business heads • Culture assimilation sessions to cover the new joiners role and what in it for you The schedule for meetings with leaders will be shared a week prior to the meetings by your HRBP

08

Ask from you!

Goal setting – The ACE platform reflects our Performance Enhancement Process that allows us to measure, enhance and reward performance effectively and help build a culture of meritocracy and excellence. As you become part of a high-performing team, please set your goals in consultation with your manager on ACE (Achieve. Collaborate. Enhance) our performance enhancement platform. Click here to access the goal setting form: https://ace.firstsource.com/ACE/Login.aspx

*ACE – Login using your domain credentials

IDP – Committed to build a culture of ‘continuous learning’ that prompts Firstsourcers to expand their knowledge and build new skills/competencies we have in place a robust ‘Individual Development Plan’. The IDP is linked to ones’ goals, and forms 40% of ones’ competence quotient review. Please work with your manager to determine the learning that will form your IDP. Once you login, click on My ACE  Contribution Goal Sheet FY21 to set your goals. After you complete this step, your manager will be notified, and he/she will approve them on the ACE platform. After the annual goal cascade exercise, you can set your goals on ACE platform post discussion with your manager. In case of change in role or changes in Organisation imperatives, ACE platform has a feature whereby you can revisit/recalibrate your goals Firstsource Academy - The overarching leadership and development arm of the organization that oversees and facilitates learning at Firstsource, has enabled the firm to move from a traditional classroom-based learning approach of leadership development, to a model that is more virtual, reachable, nimble, self-paced and digital. With a focus on digitization of learning, for a global workforce, we have re-engineered our learning process and methods of delivery, enabling users to truly make full use of self-paced Learning On-Demand. Our partnerships with globally recognized providers - like Harvard, Skillsoft, Udemy, Blinkist, Gartner, Springpeople, among others, in the learning space, help Firstsourcers stay ahead of the learning curve. All learning within the firm are linked directly to our competency framework, and our organization priorities – Grow, Operations Excellence, Digital First, Digital Now and People and Culture.

09

Ask from you!

FirstLearn – Through the Learning Management System (LMS), you can avail the Academy’s offerings and complete your learning journey at Firstsource. Click here to access the FirstLearn portal http://firstlearn.upsidelms.com *FirstLearn – Login using the credentials that you will receive from the FirstLearn Team As a senior leader, you will also have the opportunity to be part of the following initiatives • Blinkist: Firstsource has partnered with Blinkist, an award-winning learning app that provides key insights from various management books and industry bestsellers in just 15-minutes - through text or audio. It helps you learn anytime, anywhere, and absorb fresh and relevant ideas through an ‘on-the-go’ methodology. All VPs and above in the firm are assigned a Blinkist Premium license, as part of the Company's commitment towards developing its’ leaders • Future Ready Learning (FRL) – There series will provide you access to live/ recorded events and webinars focusing on AI, Big >Page 1 Page 2 Page 3 Page 4 Page 5 Page 6 Page 7 Page 8 Page 9 Page 10 Page 11 Page 12

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