Matter of risk or opportunity and the context

Opportunity

Engagements help understand and address the concerns of customers and assist in meeting their evolving requirements. A happy and satisfied customer results in repeat/increased business from them as well as referrals.

Approach to adapt or mitigate

• We follow the philosophy of happy people leading to happy customers
• We undertake internal survey to gauge customer satisfaction, and our Net Promoter Score (NPS) of 60 and overall satisfaction level of 7.86/9.0 position us in the top tier
• 91% repeat business and increase in revenue per client by 3.7% is a testament of customer delight

Matter of risk or opportunity and the context

Opportunity

It helps attract talent with diverse ideas and perspectives, thus promoting innovations. It also helps in catering a diversified global customer base.

Approach to adapt or mitigate

• We are positioned as an employer of choice, scoring high on all Great Place to Work® parameters through giving monetary and non-monetary benefits, undertaking engagements and conducting surveys
• 27% diversity ratio

Matter of risk or opportunity and the context

Opportunity

It is critical to keeping employees motivated, enhancing their productivity, and influencing their retention.

Approach to adapt or mitigate

• We provide multiple rewards and recognitions program to recognize employee efforts and ensure their well-being through various financial and non-financial benefits
• We run a flagship wellness program – HappiZest – to address seven wellness areas of physical, spiritual, intellectual, professional, social, emotional and environmental

Matter of risk or opportunity and the context

Risk

Human risks comprise several Issues involving labor management, community rights, supply chain, security, health & safety, etc

Approach to adapt or mitigate

• We are aligned with international laws, principles, and norms, including those contained in the Universal Declaration of Human Rights, ILO Declaration on Fundamental Principles and Rights at Work, United Nations Guiding Principles on Business and Human Rights

Matter of risk or opportunity and the context

Risk

Various operational, environmental, and social risks arise if supply chain management lacks transparency, difficulty of control, and, in many cases, a lack of trust.

Opportunity

Building a responsible supply chain provides many benefits such as improved continuity of supply, reduced environmental impact, protection against reputational risks, potential for new partnerships and business clients.

Approach to adapt or mitigate

• We have developed a sustainable value chain framework to address issues such as climate change, water security, deforestation, human rights, fair labor practices and corruption, while carrying out routine focus on speed, cost, and reliable operations

Matter of risk or opportunity and the context

Opportunity

Positively touching communities ensures a social license to operate and strengthens our brand reputation.

Approach to adapt or mitigate

• ₹333 lakhs spent on various support and developmental efforts with emphasis on environmental responsibility and driving inclusivity through Vasundhara initiatives
• Enabling education by funding Akshaya Patra meals under Annapurna initiatives

Matter of risk or opportunity and the context

Opportunity

Talented and skilled people with niche competencies enable us to win deals and better service clients with top-notch quality, thus driving our business growth.

Approach to adapt or mitigate

• We have a robust, technology-enabled system that enables attracting the right talent. At par with industry compensation structure, multiple benefits and happy work culture ensures high talent retention
• 124,238 hours of learning and development were provided in FY 2022-23 to upskill and reskill people through diverse programs

Matter of risk or opportunity and the context

Opportunity

It enables us to adapt, integrate, and reconfigure internal and external resources and improve business continuity.

Approach to adapt or mitigate

• We have deployed a risk-based approach to business resilience that incorporates a granular understanding of individual employees, departments, workplaces, and suppliers
• Using AI, and machine learning to support adaptive risk mitigation models that drive through entire operations

Matter of risk or opportunity and the context

Risk

It is critical to our Company’s reputation, protecting stakeholder’s interest, building and overseeing strategy for sustained performance and ensuring sustainable operations.

Approach to adapt or mitigate

• Our robust corporate governance is underpinned by a solid governance framework, adequate board independence, and policies and process which ensures transparent, ethical and responsible business conduct and regulatory compliance
• Governance practices recognized and awarded across multiple prestigious platforms
• Robust enterprise risk management framework with consideration for ESG risks
• Mandate for promoters to hold 40% stake to ensure perpetuity in the Company’s vision and culture

Matter of risk or opportunity and the context

Risk

We handle large customer data and face the risks of global scrutiny, access by government, cyberattacks and social engineering. This makes effectively managing and protecting data and taking remediation of data security threats crucial to secure ourselves and the customers, involving higher costs for enhancing compliance, identity protection and staff training. Inability to protect data can lead to fines, reputation damage and loss of customers and revenues.

Approach to adapt or mitigate

• We have robust data privacy policies and Privacy Information Management System. We ensure high security through awareness training, proactive monitoring, endpoint and network security controls and implementation of data protection measures at our third-parties end

Read more in risk management section.

Matter of risk or opportunity and the context

Risk

We are a publicly listed company and our stakeholders, especially the investors and shareholders, expect sustained performance improvement, value creation and long-term growth potential.

Approach to adapt or mitigate

• Our robust business model with diversification across sectors, technologies, customer segments and geographies providing significant scalability potential
• Our business approach of happy customers through happy people, long-term growth strategy and technology competencies are driving growth

Matter of risk or opportunity and the context

Risk

With computing and data storage moving to the cloud, programming errors or server downtime can create significant systemic risks, especially for financial institutions or utilities, that are a critical part of national infrastructure. It is important to invest in creating highly reliable and quality IT infrastructure and services.

Approach to adapt or mitigate

• We have adopted a Secure Software development process which ensures identification and fixing of all security vulnerabilities prior to release. We further perform detailed security testing on the developed application / system