Firstsource Solutions Ltd. — Investor Presentation 2021

Nov 22, 2021

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22[nd] November 2021

To:

National Stock Exchange of BSE Limited (Scrip Code: India Limited (Scrip Code: FSL) 532809) Exchange Plaza, Phiroze Jeejeebhoy Towers, Plot no. C/1, G Block, Dalal Street, Bandra-Kurla Complex Mumbai - 400 001 Bandra (East), Mumbai - 400 051

Dear Madam/ Sir,

Sub: Presentation for Schedule of Investors' Conference

We hereby, inform that in further to our letter dated 11[th] November 2021 regarding participation in RPSG Virtual Investor Conference on 22[nd] November, 2021 & 23[rd] November, 2021 please find attached herewith the presentation to be made in the said investor conference.

This is for your information and record.

Thanking you,

For Firstsource Solutions Limited

Digitally signed by POOJA POOJA SURESH SURESH NAMBIAR NAMBIAR Date: 2021.11.22 12:37:43 +05'30' Pooja Nambiar Company Secretary & Compliance Officer

Encl.: A/a

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Partnering with World’s Leading Brands

© FIRSTSOURCE | CONFIDENTIAL I 22 November 2021 | 1

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CORPORATE OVERVIEW
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About Us

Established in 2001

Revenues of INR 51.0 Billion

(approximately $685 Million) in FY2021

27,916 Firstsourcers

across US, UK, India and Philippines

Leaders in chosen segments

across Banking & Financial Services, Healthcare, Communications, Media & Technology

Domain driven BPM services company

leveraging a ‘Digital First, Digital Now’ approach to solve key customer problems

150+ global clients including

• 17 Fortune 500 companies and 9 FTSE 100 companies

Publicly Traded on Indian Stock Exchanges

NSE: FSL BSE: 532809 Reuters: FISO.BO Bloomberg: FSOL@IN

© FIRSTSOURCE | CONFIDENTIAL I 22 November 2021 | 2

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Leader in US non‐bank lender Top 3 in the chosen Revenue Leading CX service providers Top 5 consumer debt
market Cycle Management segments in in the UK across Media and collections agency in the
US Healthcare BFS segments US
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A busines model that delivers the moments that truly matter

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• Asset Finance • Hospital Providers
• Credit Cards • Health Plans
• Mortgages • Health Services
• Retail & SME Banking • Med. Devices
• FinTech
• Utilities • Streaming Services
• Government Entities • Cable TV, Broadband
and Telephony
• Consumer Tech
• E‐Commerce
• Shared Economy
Digitally Empowered Intelligent Platform, Automation
Contact Centre Backoffice & Analytics
Operating Model
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© FIRSTSOURCE | CONFIDENTIAL I 22 November 2021 | 3

Banking & Financial Services

Banking & Financial Services Healthcare Provider Health Plans & Healthcare Services Communications, Media & Tech

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Improving customer experience, driving digital transformation and delivering underlying process efficiencies
Mortgage Collections Retail and Commercial Banking
Mortgage Processing Digital Collections Customer Service and Claims Processing
Origination | Servicing | Title, First Party | Third Party account management
Closing & Escrow
Risk and compliance
Payment processing Dispute Management
reporting
Omni‐channel Customer
Contact Solutions Data Management &
Voice | Chat | Chat bots Complaint Capture Transaction Processing Invoice Factoring and Asset
| Text | Social Based Lending
Fulfillment and FCI Voice Analytics, & Call
component Monitoring Fraud Management Cash Allocation & Payments
servicing
Compliance and Risk Omni‐channel Customer Lead Management, Sales
Default Management Management Contact Solutions Conversion & Onboarding
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10 Million+ 100,000+ 540K+ Borrower contacts Mortgage loan Client payments per Year underwriting processed decisions per year $4.8 Billion+ $21 Million+ 16 Million+ Annual collections Cash collected Digital, Telephony & inventory per months Back‐office interactions

Select Clients

Our Product Portfolio

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• Four of the top 15 mortgage servicers in the US • Six of the top 15 lenders in the US

• Two of the top 6 retail banks in the UK • Five of the top 10 credit card issuers in the US

© FIRSTSOURCE | CONFIDENTIAL I 22 November 2021 | 4

Healthcare Provider

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Healthcare Provider Banking & Financial Services Healthcare Provider Health Plans & Healthcare Services Communications, Media & Tech
Simplifying financial experience for patients and healthcare providers
Eligibility & Receivables
Enrollment Services Management
One Advantage
Intelligent Automated
Debt Collections
Eligibility & Enrollment
Denial Management
Litigation
(analytics/resolution/
Services
prevention)
Medical Coverage Self‐Pay Receivables
Identification Management
Our Product Portfolio $7.2 Billion+ $1.44 Billion+ Select Clients
Uncompensated care Additional cash generated • 1000+ hospitals in the US
cost reduced for hospitals
$0.5 Billion+ 700+ Hospital Providers
TM Receivables collected Average tenure of 13 years for top
from payers / patients 150 healthcare provider clients
CORPORATE OVERVIEW
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© FIRSTSOURCE | CONFIDENTIAL I 22 November 2021 | 5

Health Plans and Healthcare Services

Provide end‐customers with services that meet their needs and offers an experience that redefines excellence within the healthcare industry

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Banking & Financial Services Healthcare Provider Health Plans & Healthcare Services Communications, Media & Tech
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Digital Mailroom Intelligent Data Operations Capture Claims Adjudication Telehealth Tech & Adjustments Support Member Enrolment, Member & Provider Premium Billing & Contact Centre Eligibility Services Services Provider Data Health Coach Management Services

Our Product Portfolio 22 Health Plans & 60 Million+ Healthcare Services Transactions annually including 7 of the Top 15 via Sympraxis® 600 Million+ Pages digitized annually with 350 sort types including 40 Million claims

Select Clients

• Seven of the top 10 health insurance / managed care companies in the US

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© FIRSTSOURCE | CONFIDENTIAL I 22 November 2021 | 6

Communications, Media & Technology Ensuring a seamless digital experience for customers across all channels

Banking & Financial Services Healthcare Provider Health Plans & Healthcare Services Communications, Media & Tech

Onboarding Inbound Sales and Outbound Sales Tier 1 & Tier 2 Customer Support Retention and Loyalty Self‐Service / Contact Avoidance Customer Insights / Analytics Complaints Handling and Remediation Revenue Generation

Our Product Portfolio

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1 Million+ 10 % + 300,000+ Additional products Additional revenue Digital interactions sold each year via upsell & x‐sell every month 1.5 Million+ < 10% Customer interactions Customer Churn ‐ Industry every month leading performance

• Select Clients • One of the top two broadcasting and media companies in the UK

• Two of the top six telecom and broadcasting companies in the US

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© FIRSTSOURCE | CONFIDENTIAL I 22 November 2021 | 7

Our Digital services

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Platform Based Services
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• Core Platforms built for purpose with focus on increasing productivity using a Machine‐First approach.

• Agile, Reliable, Resilient and Scalable services.

• Core / Context building using Partnerships and API based integrations.

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Intelligent Automation & Analytics

• RPA & Data Intake, Analytics and AI delivered across OCR/ ICR/ NLP and other Data Intake technologies.

• Advisory, Implementation & Managed Services

• Science‐based CX delivery ‐ facts, data, analytics for informed decision making and tangible results.

FSL Mortgage Cloud

FSL Collections Cloud

FSL Healthcare Cloud

• Loan Scrub automation • End to End Collections • Pre and Post service

• • Origination process processing across Collections (Providers) automation Industry sectors ( FS,

• • Post Closing process FinTechs, Insurance) management

• Loss‐Mitigation / Default Platform management

• End to End Eligibility • Payer Digital intake offerings services (Providers) across Claims, Enrollment

• Industry automation bots for adjudication

• Virtual patient monitoring and management

© FIRSTSOURCE | CONFIDENTIAL I 22 November 2021 | 8

Client Concentration

We specialize in helping our clients stay ahead of the curve through our ‘Digital First, Digital Now’ approach.

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1 of Top 2 Broadcasting and media companies in the UK

6 of Top 15 Mortgage Lenders in the US

1,000+ Hospitals in the US

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4 of Top 15 Mortgage servicers in the US

2 of Top 6 Retail banks in the UK

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5 of Top 10 Credit card issuers in the US

7 of Top 10 Health insurance/ managed care companies in the US

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1 of Top 3 Utility companies in the UK

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2 of Top 6 Telecom and broadcasting companies in the US

© FIRSTSOURCE | CONFIDENTIAL I 22 November 2021 | 9

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US UK PHILIPPINES
5,464 21 5,326 6 449 2
16,677 13
PUERTO RICO
INDIA
3
US UK INDIA PHILIPPINES
CORPORATE OVERVIEW
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INDIA PHILIPPINES 13 centres – 16,677 2 centres – 449 • Bangalore • Cebu • Chennai • Manila • Gandhinagar • Hyderabad • Indore • Mumbai • Pondicherry • Trichy

21 centres – 5,464 6 centres – 5,326 • Amherst, NY • LaPorte, IN • Belfast • Belleville, IL • Louisville, KY • Cardiff • Colorado Springs, CO • Miami, FL • Derby • Chattanooga, TN • Palm Bay , FL • London • Dallas, TX • Plano, TX • Londonderry • Eugene, OR • Rockford, IL • Middlesbrough • Fort Scott, KS • Rocky Hill, CT • Warrington • Forth Worth, TX • Salt Lake City, UT • Houston, TX • Puerto Rico* • Jacksonville, FL • Kingston, NY

Our Global Footprint ** 4 27,916 42 Countries Firstsourcers Centres *** Puerto Rico is a partner location

**As of 31st October 2021

© FIRSTSOURCE | CONFIDENTIAL I 22 November 2021 | 10

Financial Performance Snapshot ($ Million)

Revenue

Operating Margin ($ Million)

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12.0% 11.8%
10.7% 11.1% 10.8%
FY17 FY18 FY19 FY20 FY21
EBIT EBIT %
81
57 61 66 63
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10.7% 11.1% 10.8%
FY17 FY18 FY19 FY20 FY21 FY17 FY18 FY19 FY20 FY21
EBIT EBIT %
Profit After Tax ($ Million) Earning Per Share (Diluted)
9.9%
9.2%
8.3%
7.9%
7.1%
FY17 FY18 FY19 FY20 FY21
FY17 FY18 FY19 FY20 FY21
PAT PAT % Diluted EPS ($ /Share)
$685 81
$530 $548 $548 $578 57 61 66 63
51 54 48 49
42 $0.06 $0.07 $0.08 $0.07 $0.07
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Note: PAT for FY21 excluding for exceptional item will be $61 or 8.9% of revenue

© FIRSTSOURCE | CONFIDENTIAL I 22 November 2021 | 11

Key Performance Indicators

Return on Capital Employed

Return on Equity

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Return on Equity Return on Capital Employed
20.4%
17.6%
18.1%
13.8% 13.9% 13.9% 14.1%
12.9% 12.7% 13.0% 12.3%
12.3%
FY17 FY18 FY19 FY20 FY21 H1FY22 x 2 FY17 FY18 FY19 FY20 FY21 H1FY22 x 2
Note: FY21 ROE will be 16.1% excluding for exceptional item
Cash Flow Debt Position
8,921
9,670
7,225
8,433
2,522
6,723
6,045
4,000 4,104 5,577 5,556
3,151 2,913 3,156 3,509 3,2273,227 7,760 3,490 4,367
1,981 2,526 7,148 5,273 5,390 8,341 6,526 4,170
1,128 3,885 3,846 3,380
3,233
187 92 1,678 1,387
FY17 FY18 FY19 FY20 FY21 Adj H1FY22 Adj FY17 FY18 FY19 FY20 FY21 H1FY22
Operating Cash Flow Free Cash Flow Long term Debt Short term Debt Net Debt
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8,921
7,225
4,000 4,104
3,151 2,913 3,156 3,509 3,2273,227
2,526
1,981
1,128
FY17 FY18 FY19 FY20 FY21 Adj H1FY22 Adj
Operating Cash Flow Free Cash Flow
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9,670
8,433
2,522
6,723
6,045
5,577 5,556
3,490 4,367
7,760
7,148 8,341 6,526
5,273 5,390 4,170
3,885 3,846 3,380
3,233
187 92 1,678 1,387
FY17 FY18 FY19 FY20 FY21 H1FY22
Long term Debt Short term Debt Net Debt
including current
portion
© FIRSTSOURCE | CONFIDENTIAL I 22 November 2021 | 12
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Note: FY21 and Q1 FY22 OCF and FCF adjusted for advance received from customers

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CORPORATE OVERVIEW
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Select Awards

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Contact Centre Network
Northern Ireland Awards Welsh Contact NelsonHall “A‐100” by Ranked as top Business
Centre Awards SecurityScorecard™ Process Services (BPS)
Positioned as a provider in ‘BPS Top 50™’
2020: Best Homeworking 2020: Contact Centre ‘ Leader ’ in NEAT Evaluation 2021: Rated ‘A‐100’ by report.
Programme for Derry Center Manager of the Year for ‘Overall Mortgage & SecurityScorecard ™ ‐ a Firstsource was also
Loan Services’ and ‘Support testament to our robust
2019: Outsourced Contact 2019: Gold for People placed as Top 10 Service
for New Digital Business security posture across
Centre of the Year award Engagement Models’ technology platforms, Providers by Growth by
with our client cloud solutions and the industry research
2018: Gold for Outsourced Positioned as a ‘ Leader ’ in firm.
applications, and our best
2018: Won in the Support Contact Centre of the Year its ‘Intelligent Automation practices‐based security
Team of the Year category and People Engagement in Banking NEAT 2021’ protocols.
report
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Industry Associations

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© FIRSTSOURCE | CONFIDENTIAL I 22 November 2021 | 13

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RISK-TAKING

Dare to go beyond. Challenge status quo every day. Be strategic. Be ambitious. Be resilient.

EXECUTION EXCELLENCE

Strive to be the best. Collaborate, co‐create and drive excellence.

Our Values

AGILITY

Move ahead of time quickly. Stay nimble, adapt fast and learn constantly with a ‘Digital First’ mindset.

CUSTOMER FIRST

Keep customer at the core of every action.

CREDIBILITY

Instill trust, confidence and accountability. Seek answers rooted in ‘what's right’ and not ‘who's right’.

HUMANENESS

Be fair, respectful, transparent and sensitive. Care for your community; act responsibly towards environment.

© FIRSTSOURCE | CONFIDENTIAL I 22 November 2021 | 14

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Corporate Management
Senior Leadership
Dinesh Jain Prashanth Nandella Venkatgiri Vandali Randall Shafer Deb Biswas Siddharth Parashar
Finance Operations Healthcare Healthcare Provider Communications, Europe Business
CORPORATE OVERVIEW
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Dinesh Jain Prashanth Nandella Venkatgiri Vandali Randall Shafer Deb Biswas Siddharth Parashar
Finance Operations Healthcare Healthcare Provider Communications, Europe Business
Media & Technology
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Vipul Khanna
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MD & Chief Executive Officer
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Arjun Mitra Steven Schachter Shuchika Sahay Sundara Sukavanam Rajlakshmi Raghavan
Collections Mortgage Human Resources Digital Services Marketing &
Communications
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© FIRSTSOURCE | CONFIDENTIAL I 22 November 2021 | 15

Helping customers stay ahead of the curve through transformational technologies and capabilities

Firstsource Solutions Limited, an RP‐Sanjiv Goenka Group company, is a leading provider of transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology and other industries.

Our ‘Digital First, Digital Now’ approach helps organizations reinvent operations and reimagine business models, enabling them to deliver moments that matter and build competitive advantage.

With an established presence in the US, the UK, India and the Philippines, we act as a trusted growth partner for over 100 leading global brands, including several Fortune 500 and FTSE 100 companies.

www.firstsource.com

© Firstsource Solutions Limited | Confidential | 22 November 2021