1.
© FIRSTSOURCE 2022 | CONFIDENTIAL I 25 January 2023 | 1
OurEngagementFramework
01 – ORIENT & ENABLE
• Induction and Onboarding
• Batch visits and connect sessions by
leadership team
• Early engagement – Batch Adoption
for every batch that joins
02 – CONNECT
• Skips, Townhalls, Top Talent
connects, 1-on-1 connects, Employee
Advisory Council
• Employee surveys and pulse checks
03 – REWARDS & RECOGNITION
• Regular R and R events
• Exciting Reward programs
• Quarter/Annual awards
04 – LEARNING & DEVELOPMENT
• FirstLearn– Online skill and competence
development for all
• Goal setting, Performance reviews and Annual
appraisals
05 – SHAPING CAREERS
• “Rise” people leader development
program
• Wings Within - Career Progression
• Talent Management & Succession
planning
06 – ENGAGEMENT
• Volunteering Opportunities
• Wellness sessions
• Fun campaigns
• Year End party
• Festivals & Celebrations
EMPLOYEE
ENGAGEMENT
FRAMEWORK

2.
© FIRSTSOURCE 2022 | CONFIDENTIAL I 25 January 2023 | 2
SuccessFactor– FirstPlace
Embracing ‘Digital First, Digital Now’ internally to transform HR to deliver an experience that engages our workforce
SSO
Access HR systems such as, Travel, ACE, FirstSurvey,
FirstRewards, Grievance etc through a single sign on (SSO)
Personal Information
Update your profile, view compensation,
job and organization details
Time & Attendance*
Clock in and out, apply for
time-off and leaves
Letters
Access your letters
Company Documents
View company policies, holiday calendar etc.
Organization Structure
Search for people, view department
structure and reporting matrix
Separation
Raise and submit resignation
requests
Query Resolution
Raise tickets and receive
solutionsto HR related queries
SAP JAM
Join enterprise social networking
groups to communicate
and collaborate
Internal Hiring
Apply for Internal Job Postings
and provide references for
open positions

3.
© FIRSTSOURCE 2022 | CONFIDENTIAL I 25 January 2023 | 3
LifecycleSurveysto gaugeEmployeePulse
• External: Research papers published by Qualtrics, EX framework defined
by The Josh Bersin Company.
• Internal: Lifecycle surveys, Feedback from interviews conducted for our
employees
Survey themes selected are based on
Engagement Intent to Stay
Growth and
Development
Manager
Effectiveness/Trust in
Leadership
Employee well-being Recognition
Survey Themes Based On Research
SURVEY THEMES – FY22-23
1st Survey 2nd Survey 3rd Survey
Survey themes
• Resources and Work environment
• Recognition
• Trust in manager
• Intent to stay
• Performance and accountability
• Trust in team
• Work life balance
• Respect
• Communication
• Resources and Work environment
• Recognition
• Trust in manager
• Intent to stay
• Growth and development
• Role fit
• Pay and benefits
• Resources and Work environment
• Recognition
• Trust in manager
• Intent to stay
• Collaboration
• Growth and development
• Communication
• Respect
• Survey follow up
Org initiatives • Inclusion and Diversity
• Living the values
• Innovation
• Inclusion and Diversity
• CSR
• Survey themes have been chosen to
focus on measuring the sentiment,
awareness and opinion of Associates
across critical engagement areas.
• Certain focus blocks are repeated
across surveys to measure trends.
Questions within the block may vary in
each survey.
• 15-16 questions per survey; can be
completed within 10 minutes
• Coverage: All employees who have
completed 4 months (120 days) in the
organization
• We also have onboarding, new joiner
and exit surveys
Note: Survey blocks for Org Initiatives are indicative and can be adjusted based on the current focus areas in the organization

4.
© FIRSTSOURCE 2022 | CONFIDENTIAL I 25 January 2023 | 4
FirstReward– RewardingPerformanceandCommitment
• Tenure in organization/
process
• Top performance
• Improved performance
• Driving key metrics
• Cost saving
• Process improvement
• Value-add to client
• Exhibiting values (REACCH)
• Breakout behaviours
• Innovation
02
01
03
Loyalty/
Tenure
Performance
Behaviour
REWARDS/PERKS
Non-Monetary Rewards
(Appreciation/Badges),
Monetary Rewards and Deals
FREQUENCY
Spot Awards, Monthly,
Quarterly, Half Yearly, Annually
DIRECTION
Top-Down, Bottom-up, Peer-to-
Peer across geographies and
verticals
Our online Reward & Recognition platform (launched in partnership with Vantage Circle)
which is an extension of our FirstReward program, helps acknowledge superlative
performance by being inclusive and objective. This platform serves as one of the key factors
of motivation for employees which further helps us build a performing Organization across
levels and geographies. We invite you to log in to FirstReward today and be a part of our
rewarding/culture.
FirstReward – our robust Rewards & Recognition program has been instituted, in keeping with the organization’s commitment to sustain a culture of high
performance. This program is also a validation of the behaviors that employees demonstrate at work and their loyalty towards the organization.
DRIVERS
01

5.
© FIRSTSOURCE 2022 | CONFIDENTIAL I 25 January 2023 | 5
FirstsourceAcademy:OneStopDestinationforDomainandLeadershipTrainings
Learning is offered
through the year as
self paced offerings
Continuous
Learning is tailored
to individuals
needs through the
IDP process
Targeted
Learning is linked to
competencies,
roles, grades, and
outcomes
Guided
Our learning offerings are…
Academy offerings
Learning Methodology
Classroom learning School learning
Action learning e-learning Virtual Classroom
Building Leadership
Pipeline
Personal
effectiveness
Leadership Skills
Domain /Function
Learning
Compliance
Policy awareness
Culture
Building
Firstsource Academy provides a host of learning offerings catering to
Domain Functional/Technical & leadership competencies Each Program
is curated keeping in mind adult learning principles and using
experiential learning as a key vehicle for delivering learning

6.
© FIRSTSOURCE 2022 | CONFIDENTIAL I 25 January 2023 | 6
Glimpsesof ourLearningPartnersandAvailableCoursesfortheAssociates
FirstLearn Courses Duration
Creative Problem Solving Training 8 hours
Data Driven Problem Solving 8 hours
Accountability 2 hours 35 minutes
Adapting to Change 2 hours 40 minutes
Agile Methodologies 5 hours 10 minutes
Agile Mindset & Culture 1 hour 25 minutes
Big Data 4 hours 5 minutes
Championing Digital Transformation 2 hours 5 minutes
Coaching 3 hours 30 minutes
Communication Essentials 3 hours 25 minutes
Computational Thinking 1 hour
FirstLearn Courses Duration
Continuous Learning 1 hour 40 minutes
Cross-Functional Collaboration 3 hours 5 minutes
Data and Analytics at Work 1 hour 45 minutes
Data and Analytics Literacy 4 hours 5 minutes
Data Visualization 40 minutes
Data-driven Decision Making 2 hour 45 minutes
Digital Automation 1 hour 30 minutes
Disruptive Technologies 4 hours 30 minutes
Excel 2019 - Beginner 5 hours 20 minutes
Excel 2019 - Intermediate 8 hours 40 minutes
Excel 2016 - Expert 2 hours 10 minutes
FirstLearn Courses Duration
Excel Microsoft 365 - Advanced 2 hors 55 minutes
First-Time Manager 1 hour 40 minutes
Managing Team Conflict 1 hour 30 minutes
Managing Yourself 6 hours 40 minutes
Managing Virtual Teams 2 hours 5 minutes
Microsoft Teams 6 hour 15 minutes
Networking & Building Relationships 2 hours 10 minutes
PowerPoint Microsoft 365 10 hours
Presentation Skills 4 hours 5 minutes
Serving Digital Customers 1 hour 20 minutes
Virtual Collaboration 2 hours 30 minutes
Partner Institutes

7.
A global Firstsource initiative for our people leaders
Aims to help People Leaders gain insight into self, their teams and their environment
3 THEMES OF RISE
Build People
Achieve Results
Create Connect
Discover the Program
Explore learning
Discuss Approaches
Reinforce with
Resources
HOW DOES IT WORK?
LEARNING PROGRAMS
Modules Duration
Help them grow: Delegating while leading 4 hours 15 minutes
On to greater heights: Coaching Essentials 7 hours 30 minutes
Bring out their best: Retaining talent by fostering
engagement
7 hours
Setting the launch pad: Influencing others 2 hours
Sync Mode On: Collaboration at work 3 hours 15 minutes
Think Win Win : Negotiation 3 hours 15 minutes
Captivate your allies: Stakeholder Engagement 4 hours 15 minutes
Manage Differences: Conflict Management 3 hours 15 minutes
Say it Right: Effective Communication 6 hours 30 minutes
Standing Tall: Executive Presence 4 hours 15 minutes
With Head and Heart : Emotional Intelligence 3 hours 15 minutes
Bouncing Back: Grow Resilience 3 hours 15 minutes
Accelerate Team’s Ability: Performance Management 4 hours 15 minutes
Making it happen through people: Operations
Excellence
4 hours
Structured Problem Solving (Index) 7 hours
Data Driven Problem Solving (Index) 7 hours
Virtual instructor-led training (VILT) covering core concepts of capabilities
Duration : Vary from 2
to 8 hours
Modality : Virtual
Offer broader blended
solutions for learning, while
providing an engaging
experience and interact with
both the instructor and other
participants.

8.
© FIRSTSOURCE 2022 | CONFIDENTIAL I 25 January 2023 | 8
MakingLearningEasyandRelatablewithGamification
Ask your coachee
Ask your coachee
Ask yourself
Self-paced gamified learning environment to explore, learn, and practice
Jaya is a manager of 4 at FiniTech, a top management
consulting firm. One of her youngest team members, Karan,
has been selected to work on a very prestigious, high visibility
project, with a global, cross-functional team.
Unfortunately, although Karan has always been a high
performer, he has not been doing well in this project. As
someone who is always able to excel at what he does, his
performance in this project is frustrating him.
Jaya has decided to call him in for a coaching conversation to
see how she can help.
Work with Jaya to choose the best things to say to help Karan
succeed.
Learn more about Coaching
Let’s Go
Choose what Jaya must say next in order to have an effective coaching conversation with Karan
Jaya and Karan enter
the meeting room to
start their discussion
So, Karan, How’s
it going?
I don’t think this project
is for me, Jaya. I can’t
seem to contribute
anything of value. I’m not
a good fit.
I should give
him clear
feedback on
what is going
wrong and
what he needs
to do better
But first,
shouldn't I ask
him how he
thinks things are
going? I don’t
want to make
assumptions
What is the first thing Jaya can say?
It’s a new project.
You need to work
hard. Not everything
will come easy to you
Click on the arrows to see the different options
Build Trust
1. Do my team members know that I have
their best interests at heart?
2. Do I provide safe space for them to
open up and share?
3. Do I provide a patient, empathetic ear?
Determine will
1. Which options would you like to try
out?
2. How, where and by when will you try
this out?
3. How motivated are you to try these
options?
Follow up and Support
1. When would you like to meet again to
discuss your progress?
2. Is there any support that you would
require- fro me, the team or the
organization?
Make sure your coachee
know that
Ask your coachee
Ask your coachee
Get Buy-in
1. Do you recognize a problem or situation
that needs to be addressed?
2. Do you believe that with support, you
will be able to address the situation
effectively?
Discuss options & Obstacles
1. What are the ways in which you can
close the gaps?
2. What are the pros and cons of each of
these options?
Encourage & Celebrate
1. You are proud of them and their
achievements
2. You believe that they have the potential
to achieve the goals that they have set
for themselves
Ask your coachee
Ask your coachee
Establish Goals
1. What do you want to achieve?
2. Why is it important to achieve this goal?
3. By when do you want to achieve it?
4. How will you know if you are
successful?
Reflect on Current Reality
1. What is currently happening?
2. What is the gap between where you
currently are and where you want to
be?
3. What can be done to close the gap?

9.
© FIRSTSOURCE 2022 | CONFIDENTIAL I 25 January 2023 | 9
Coaching“FutureLeaders”on BroadRangeof LeadershipTraits
ADAPT & APPLY
Facilitated, peer discussion sessions based on real work scenarios
Regroup &
Review
Choose Scenario
Discuss &
Share
Adapt & Apply
Topics
• Coaching
• Communication
• Dealing with Difficult Employees
• Engagement
• Influence
• Time Management
• Mental Health & Wellbeing
• Leading Hybrid Teams
• Performance Management
• Resilience
• WFH Distractions
• Managing Change
PLAYBOOKS
Reference on frequently faced situations for a People Leader
Provide practical tools grounded in research, accompanied by systems of
support to guide reflection, growth and organizational best practices.

10.
© FIRSTSOURCE 2022 | CONFIDENTIAL I 25 January 2023 | 10
ExtensiveRewardsandRecognitionProgram
Process and Client R&R
In HPHS we plan imprints celebration in hybrid mode
across all centers on a frequent basis
Imprints R&R
In HPHS we plan for weekly, monthly and quarterly process
specific R&R and we also have exclusive clients R&R

11.
© FIRSTSOURCE 2022 | CONFIDENTIAL I 25 January 2023 | 11
CorporateSocialResponsibility
Gift a smile
this Diwali
campaign
Tactile Greeting making
Grow your own microgreens
Book a smile campaigns
Food Donation Camp