|The Directors are pleased to present their Report on the business and
operations of your Company for the financial year ended March 31, 2014.
(Rs. in millions except per share data)
For the year ended March 31st Standalone Consolidated
2014 2013 2014 2013
Operating Income 8,663.5 7,034.1 25,048.5 19,834.3
Other Income 658.4 175.0 340.0 332.8
Total Income 9,321.9 7,209.1 25,388.5 20,167.1
Operating Expenses 6,875.1 5,874.8 21,829.6 17,650.0
Amortization 420.4 386.0 862.0 772.5
Financial Expenses 176.7 173.1 387.5 436.6
Profit Before Tax 1,849.7 775.2 2,309.4 1,308.0
Provision for tax (incl.
deferred tax) 504.2 235.1 613.9 402.3
Profit After Tax 1,345.5 540.1 1,695.5 905.7
Add: Balance brought
forward from Previous year 1,201.9 1,196.0 3,338.4 2,989.7
Profit Available for
Appropriation 2,547.4 1,736.1 5,033.9 3,895.4
- Interim Dividend 206.0 - 206.0 -
- Final (Proposed) 206.2 411.8 206.2 411.8
- Dividend Tax (19.7) 68.4 (12.1) 70.0
Adjustment on Amalgamation - - 46.4 -
Transferred to General
Reserve 134.6 54.0 177.0 75.2
Balance Carried Forward 2,020.3 1,201.9 4,410.4 3,338.4
Earnings per share (Rs.)
- Basic 65.33 26.23 82.33 43.99
- Diluted 65.07 26.23 82.00 43.99
Operating Expenses (Standalone as well as Consolidated) for the year
ended March 31, 2013 include exceptional expense ofRs.52.9 million.
Review of Financials
On a Consolidated basis (covering global operations in India, USA,
Canada, Europe, Philippines, Jamaica and UAE), Operating Income for FY
'14 was a 25,048.5 million higher by 26.3% compared to the Operating
Income of a19,834.3 million in FY '13. EBITDA (Earnings before
Interest, Taxes, Depreciation & Amortization) was a 3,218.9 million and
grew by 43.9% over the EBITDA of a 2,237.1 million in FY '13 (excluding
On a Standalone basis (for India and overseas branch offices),
Operating Income was r 8,663.5 million in FY '14, an increase of 23.2%
over the Operating Income of r 7,034.1 million in FY '13. EBITDA
increased by 47.5% from r1,212.2 million (excluding exceptional
expense) in FY '13 to a 1,788.4 million in FY '14. PAT increased by
149.1% from a 540.1 million in FY '13 to r1,345.5 million in FY '14.
Key highlights for the year were:
Growth of operating revenues by 26.3%;
Opening of 5 new centers at - Princeton (US), Barrie (Canada),
Bengaluru SEZ (India) and 2 centers in Alabang (Philippines); Total
number of centers now stand at 58;
Employee headcount at 26,036 (Previous Year-end 23,100);
Addition of 119 new customers during the year including addition of 105
customers from Payroll business. As of March 31, 2014, your Company has
139 clients (excluding the payroll processing clients);
As of March 31, 2014, your Company had a Net Worth of r14,520.6 million
translating into a Book Value of r 704.32 per share.
Your Directors are pleased to recommend final dividend of r10 per
equity share (100% on face value of r10/- each) for the year ended
March 31, 2014. This is in addition to the two Interim Dividends of r5
per share during the Financial Year 2013-14 declared on November 11,
2013 and February 11, 2014 respectively and were duly paid. The total
dividend for financial year would be r20 per share (200% on face value
of r10/- each).
Global ITeS Industry Overview
The global economic environment remained volatile and uncertain during
the last year. Despite challenges arising from this volatility, the
global IT-BPM industry continued its growth trajectory, driven by the
increasing acceptance of outsourcing services by corporate. In
addition to private companies, many governments have now started to
outsource services for the first time to manage costs. Further, with
technological advancement, the trend for outsourcing has been gradually
shifting from traditional services to extended services. Service
providers are now focused on improving customer experience, managing
risks and improving efficiencies with the use of Social Media,
Mobility, Analytics and Cloud Computing (SMAC).
The industry is also experiencing an increase in hybrid service
offerings from providers. These offerings enable customers to customize
and split processes into in-house and outsourcing activities. In this
model, the provider benefits from access to client database platforms
and the ability to access data simultaneously alongside its client.
Gartner expects that by 2017, around 75% of the BPM demand will be
achieved through hybrid offerings, as clients gradually become
accustomed to the latest enabled technologies such as cloud computing.
Gartner expects worldwide spend for BPM services to grow from US$140.1
billion in 2012 to US$186.5 billion in 2017, a CAGR of 5.9%. There is a
significant difference in the expected growth rates of Business Process
as a Service (BPaaS) and the traditional BPM. BPaaS is expected to grow
at three times the growth rate of the traditional BPM services. During
2013, Gartner estimated BPaaS revenues to have accounted for 22% of the
total BPM spend.
Indian ITeS Industry Overview
For FY '14, NASSCOM projected that Indian IT-BPM exports will grow by
13% to reach US$86 billion while domestic annual revenue will touch
r1,150 billion, a YoY increase of 10%.
During the year, technology and related sectors benefitted from
vertical and geographic market expansion, new customer segments, and a
wider spectrum of the services and solutions being offered. For FY '15,
NASSCOM expects export revenues to grow in the range of 13% to 15% and
domestic market to grow between 9% to 12%.
The sustained focus of the Indian BPM industry on providing end-to-end
transformational services with a customer-centric approach is expected
to take the industry to US$50 billion in revenue by 2020 from the
current US$21 billion. India is also expected to emerge as an effective
center for the global BPM industry by implementing new generation
technologies such as SMAC, which will drive demand for specialized
Performance of Hinduja Global Solutions Ltd.
During FY '14, Operating Income of your Company grew by around 26.3%,
displaying strong financial performance, high growth and improved
margins. This strong growth was driven by increase in volumes from
existing customers and new client additions.
Of the total growth, around 1.6% was due to full year impact of EBOS
acquisition. The balance growth was due to organic growth and variation
in the exchange rate. Geographies such as the Philippines, North
America, Canada and India experienced strong volume growth.
The significant growth in EBITDA and margin improvement was due to
better capacity utilization levels at delivery centers across all
geographies coupled with various performance optimization initiatives
undertaken during the year.
Growth in PBT was primarily due to lower interest expense as a result
of debt repayment and better working capital management.
HGS International, a wholly-owned subsidiary of your Company,
incorporated under the laws of Mauritius, is primarily engaged in
investment business. HGS International owns 100% of the share capital
of Hinduja Global Solutions Inc., USA, C-Cubed N.V., Curacao, Hinduja
Global Solutions Europe Ltd., UK, HGS St. Lucia Ltd., Saint Lucia and
HGS MENA FZ- LLC, UAE.
During the year under review, Total Income of HGS International was US$
4.9 million as compared to US$ 5.5 million in the previous year.
Hinduja Global Solutions Inc., USA (HGS Inc.),
wholly-owned subsidiary of HGS International, Mauritius, specializes in
marketing and provision of both voice and non-voice related Customer
Contact and Business Process Outsourcing services to its clientele. Its
key subsidiaries are HGS (USA), LLC, HGS Canada Inc., Canada and HGS
For FY '14, HGS Inc. reported consolidated revenues of US$ 323.8
million as compared to US$ 270.5 million in FY '13.
HGS (USA), LLC, which was acquired in November 2006 by HGS Inc., USA,
operates in five cities in USA and Canada. It partners with Fortune
1000 companies and Government agencies to provide comprehensive
Customer Relationship Management programs. For FY '14, HGS (USA), LLC
recorded total revenues of US$ 218.2 million. HGS (USA) LLC and its US
subsidiaries have over 2,400 employees who are engaged in customer
services, fulfillment services, sales, marketing and account
HGS Canada Inc., which was acquired in August 2011 by HGS Inc., USA is
a leading Canadian contact center service provider servicing marquee
customers across verticals such as media, telecom, technology and BFS.
HGS Canada offers technical support, inbound and outbound sales,
customer care and customer retention in English and French languages,
and has a team size of over 3000 associates at 12 centers in Canada.
For FY '14, HGS Canada recorded total revenues of CAD 98.2 million as
compared CAD 72.8 million in FY '13.
Hinduja Global Solutions Europe Ltd. is the UK-based subsidiary
focusing on consulting services for BPM, call center services and
markets off shoring services to UK-based clients. It owns 100% stake in
Hinduja Global Solutions UK Ltd., HGS France SARL and HGS Italy SRL.
Hinduja Global Solutions UK Ltd. is a leading contact center company
with over 890 employees in London, Preston and Selkirk (Scotland). It
offers a range of services for inbound and outbound interactions to
over 24 marquee customers across verticals such as Government, FMCG,
Financial Services, Automobiles and Retail. It has branches in
Rotterdam (Netherlands) and Hamburg (Germany). For FY '14, Hinduja
Solutions UK Ltd. reported revenues of GBP 24.7 million as compared to
GBP 26.8 million in FY '13.
HGS St. Lucia Ltd., Saint Lucia is the holding company of Team HGS
Team HGS Ltd., Jamaica in FY '13, has opened a call center at Kingston,
Jamaica. The center is currently servicing a Jamaican client. Jamaica
has been eliciting strong interest as a near-shore destination among
North American clients as well as local clients.
HGS International Services Pvt. Ltd. (HGSISPL) (formerly Hinduja
Outsourcing Solutions Pvt. Ltd.)
The SEZ business of HGSISPL operates through three units namely, a)
Global Village SEZ, Bengaluru, b) DLF Towers SEZ, Hyderabad; and c)
Pritech Park SEZ, Bengaluru.
During the year, HGS Business Services Pvt. Ltd, the Human Resource
Outsourcing (HRO) business was merged into HGSISPL. HGS Business
Services provide HRO services to marquee customers in Banking,
Financial Services, Insurance and other industry verticals in India and
In FY '14, HGSISPL recorded revenues of a1,413.8 million as compared to
a 673.6 million in FY '13.
HGS MENA FZ-LLC was set up in the Dubai Technology and Media Free Zone,
Dubai, United Arab Emirates during the year as a wholly-owned
subsidiary of HGS International, Mauritius. HGS MENA FZ-LLC plans to
provide Business Process Management services and HRO services to
companies in the Middle East and North African region.
Addressing Social Concerns
Your Company has proved, yet again, that it remains firmly committed to
community welfare initiatives. It partnered with organizations and NGOs
championing various causes and reaching out to the needy. The Company
partnered with Sightsavers, by participating in the World 10K Run 2013
in Bengaluru. Sightsavers is an international development organization
working with partners to eliminate avoidable blindness and promote
equality of opportunity for differently bled people.
2013, unfortunately, has been a year of calamities. In the Philippines,
your Company took the lead in mitigating the effects of the
catastrophic typhoon - 'Yolanda' that devastated homes and lives of
millions of Filipinos in November 2013. The employees donated their
leave encashment to both the Red Cross and the Baptist Churches to
distribute basic food and necessities to the typhoon stricken areas.
Similar commitment was seen in the help your Company has provided for
the earthquake-stricken Bohol victims struggling to recover after a
massive 7.2 magnitude hit their towns in October, 2013 and left
hundreds dead and thousands homeless. Your Company launched a unique
initiative "Happy Rains" in the Philippines, which was a donation-drive
program to keep public school children happy, disease-free, clean and
dry during the rainy seasons, and also gifted computers to elementary
and high school children of the Payatas Orione Foundation, which takes
care of children in one of the poorest regions of the Philippines.
In June 2013, flash floods and landslides struck Uttarakhand in India
leaving thousands of people dead and missing. Employees across nine
locations in India voluntarily contributed to the cause of alleviating
the suffering of the victims. Overwhelmed by the employees' generosity,
management of your Company matched the contribution and Rs. 1.85 million
was donated towards relief efforts undertaken by Oxfam in Uttarakhand.
Your Company is associated with a number of non-profit organisations
such as Mother Teresa - Orphanage for Children, Desire Society, HOPE -
school for disabled children, Green life Foundation, Chaya Devi
Education Trust, Green Peace, Good Life Centre, I Lead - Education and
Magic Bus. Employees take great pride in raising funds and are actively
involved in organising interactive activities with these institutions.
In addition to financial support, clothes, toiletries, stationery and
medical supplies were donated to them. Another regular feature across
the centers in your Company is organizing blood donation camps
throughout the year.
In a bid to increase awareness among potential recruits, HGS UK has
evolved an "employability skills course" with Flood Academy Preston,
a local academy. The course includes awareness programs on the
business, role play, aid in drafting curriculum vitae and interview
skills. At the end of the course, a certificate of achievement is
presented to the local young adults, thus providing them an advantage
in the employment market. HGS UK plans to put 120 young adults through
this course by June 2014. It is notable that this course is not just
to train the future employees, but for the industry at large.
HGS centers in Canada have strong linkages with the local communities
and this year too, they contributed towards many local charities and
hospitals. The coveted Golden Spade Award, presented to the business
that embraces all aspects of the Communities in Bloom program and
serves as an example for others to follow, was presented to HGS Canada
in Pembroke, Ontario. Communities in Bloom is a Canadian non-profit
organization committed to fostering civic pride, environmental
responsibility and beautification through community involvement.
HGS USA contributed donations in cash and gifts in kind to help those
that were affected by a severe tornado which hit Illinois in November
2013. Our clients also rose to the occasion and donated generously to
take care of the immediate needs of citizens. When Typhoon Yolanda, one
of the severest typhoons ever, hit the Philippines, donations were sent
all the way from HGS USA. The HGS US team also joined hands with a
client to help their customers when a tornado struck New York City in
November 2013. The HGS team in Peoria raised funds for the American
Cancer Society in "The Relay for Life" event.
Your Company will continue to actively engage with society across all
strata and geographies through noteworthy and worthwhile causes.
Communications and Public Relations
Your Company has continued to extend its efforts towards
standardization and diversification of its communication channels, both
internal and external. As a global organization, your Company has the
responsibility to ensure consistency of branding and messaging across
all locations. This has now been achieved in totality through the
successful deployment of "One HGS" throughout the organization,
including the acquired subsidiaries. HGS has connected each employee to
every other through the revamped intranet and has also connected itself
with the wider world through the efforts of its Global Marketing and
All the channels of communication have been utilized to create a 360ø
engagement with our stakeholders and the media. They include the
intranet, the website, media outreach programs, social media platforms,
participation in industry events, newsletters - internal as well as
external, commemoration of important milestones, leadership blogs and
winning business awards.
Your Company effectively leveraged Press Releases (PR) to educate and
inform various stakeholders - including the public - about the latest
company updates. This year, your Company achieved unprecedented media
coverage, both domestically and internationally across publications
such as The Economic Times, Business Standard, The Hindu Business Line
and Reuters. The PR around the completion of 40 years by HGS USA was
particularly well received in North America. The CEO of HGS is now a
regular invitee to industry discussions on business TV Channels like ET
Now and NDTV Profit. The financial results of HGS are covered by
prominent media houses and discussed by leading reporters. HGS held its
first Investor Relations Meet in December 2013, which was well
attended, and made the investor community aware about the recent
achievements and strong financials of HGS. Your Company now has
considerable traction in the Analyst and Investor community.
HGS has developed an Employee Engagement Platform (EEP) - which is an
integrated, internal communication strategy with a focused plan for
communicating the Company's vision and values, and why they matter to
employees. We use different formats such as e-mailers, newsletters,
reports, internal Points of View (PoVs) and articles to share
thought-provoking content for our employees on a regular basis. The
internal portal Ozone serves as a time-out for employees, offering
various fun elements, and enables them to interact with each other on a
common channel. While the CEO Blog remains popular on the intranet, a
'Leadership Speak' section has been introduced on the website to enable
our leaders to share their ideas with external audiences. 'Leadership
Speak' has emerged as one of the most popular sections on the website.
Social media continues to grow and be an important channel of
communication. HGS is utilizing all the popular social media platforms
to inform and engage the public and its own employees.
Your Company is now truly global with presence in 11 countries. To
beneft from the economies of scale in its sales efforts, a 'Global
Growth Portal' has been launched, which is a globally accessible
archive of all collaterals, case studies, competitive insights,
proposals, sales training material and any client or internal
sales/growth supporting material.
During the year under review, HGS won many awards and featured in top
rankings of the NASSCOM Top BPO Companies survey, Dataquest Top BPO
Companies and Global 100 Survey. The Preston center of HGS UK was named
as 'Best Mid-sized Contact Centre' at the 2014 Contact Centre World
Awards Global finals. This center has also been recognized as the best
contact center by a Telecommunications client, which is one of the
biggest telecom service providers in the UK. HGS UK was also the
highest placed outsourcer in the Top 50 Companies for Customer Service,
a prestigious benchmarking program undertaken by the International
Customer Management Institute in UK. Our contact center operation run
for a FMCG giant was ranked 11th in the Top 50 Companies' list, making
it the highest ranked newcomer in the list. HGS also won awards for
excellence in internal communications by Corporate Affairs and Forum
Awards and Fun at Work award at the Asia BPO Summit, BPO Excellence
HGS will continue to focus on increasing public interest in, and
visibility of, its achievements. In FY '15, your Company will pay
special attention to digital media and analyst relations. Many of this
year's accomplishments and highlights arose from the work that was
initiated in previous years. Communication is a continuum and HGS is
confident about leveraging the gains in the past to gain even more in
Awards & Recognition
Your Company was conferred with awards and recognitions during this
year, such as:
HGS named runner-up in the 'Best Outsourced Provider' category at the
14th Annual Call Center Week
HGS' Preston center in the UK named as Best Mid- sized Contact Centre
at the 2014 Contact Centre World Awards Global fnals
HGS was recognized in the Internal Communications category by the
Corporate Affairs and Forum Awards in 2014
Won the 'Fun at Work award at the 2014 Asia BPO Summit - BPO Excellence
HGS ranked in the Top 50 companies for Customer Service, a prestigious
benchmarking program undertaken by the International Customer
Management Institute, UK in 2014
Chief Executive Officer (CEO) and Chief Financial Officer (CFO)
The Chief Executive Officer and Chief Financial Officer Certification as
required under Clause 49 of the Listing Agreements and Chief Executive
Officer declaration about the Code of Conduct are furnished as Annexure
'A and 'A-1' to this Report.
Conservation of Energy, Technology Absorption and Foreign Exchange
Earnings and Outgo
The prescribed particulars as required under Section 217 (1)(e) of the
Companies Act, 1956 relating to Conservation of Energy, Technology
Absorption and Foreign Exchange Earnings and Outgo are furnished as
Annexure 'B' to this Report.
As required under Clause 49 of the Listing Agreements, a detailed
report on Corporate Governance forms Annexure 'C to this Report.
The Statutory Auditors of the Company have examined the Company's
compliance and have certified the same as required under the Listing
Agreements. The certificate is reproduced as Annexure 'D' to this
Management Discussion and Analysis Report
Further, a separate Management Discussion and Analysis Report covering
a wide range of issues relating to industry trends, company
performance, SWOT analysis, corporate process, business outlook among
others is annexed as Annexure 'E' to this Report.
The disclosures required to be made under the Securities and Exchange
Board of India (Employee Stock Option Scheme and Employee Stock
Purchase Scheme) Guidelines, 1999 are given in Annexures 'F1' and 'F2'
to this Report.
Your Company has not accepted any fixed deposits from the public and,
as such, no amount of principal or interest was outstanding as on the
Balance Sheet date.
Ms. Shanu S.P Hinduja, who was appointed as a Director in the casual
vacancy caused by the resignation of Mr. Dheeraj G. Hinduja and
designated as Co-Chairperson of the Company with effect from March 4,
2013, will be appointed as a Director on the Board of the Company at
the ensuing Annual General Meeting (AGM) proposed to be held on July 3,
Ms. Vinoo S. Hinduja, Director of your Company is liable to retire by
rotation at the ensuing Annual General Meeting (AGM) and being
eligible, offers herself for re-appointment.
Appointment of Mr. Anil Harish, Mr. Rajendra P. Chitale and Mr. Rangan
Mohan as Independent Directors pursuant to Sections 149 and 152 of the
Companies Act, 2013 are proposed to be made at the forthcoming Annual
General Meeting for a term of consecutive five years. Pursuant to
Sections 149 and 152 of the Companies Act, 2013 Independent Directors
will not be liable to retire by rotation.
Directors' Responsibility Statement
Pursuant to Section 217(2AA) of the Companies Act, 1956, your
Directors, based on the information and documents made available to
them, confirm that:
i) in the preparation of Annual Accounts for the year ended March 31,
2014, the applicable accounting standards have been followed. There are
no material departures in the adoption and application of the
ii) they have selected such accounting policies and applied them
consistently, and made judgments and estimates that are reasonable and
prudent so as to give a true and fair view of the state of affairs of
your Company at the end of the financial year and of the profit of your
Company for that period;
iii) they have taken proper and sufficient care to the best of their
knowledge and ability for the maintenance of adequate accounting
records in accordance with the provisions of the Companies Act, 1956
for safeguarding the assets of your Company and for preventing and
detecting fraud and other irregularities; and
iv) they have prepared the Annual Accounts on a going concern basis.
M/s. Price Waterhouse, Chartered Accountants, the Statutory Auditors of
your Company, retire at the conclusion of the forthcoming Annual
General Meeting of your Company and being eligible, offer themselves
for re- appointment. The Board recommends the re-appointment of the
Exemption from attaching Accounts and other Documents of Subsidiaries
The Ministry of Corporate Affairs (MCA) vide Circular dated February 8,
2011 has granted exemption under Section 212(8) of the Companies Act,
1956 from annexing Balance Sheet and other documents of subsidiaries
with the Annual Report of the holding company provided certain
conditions are fulfilled. The Board of Directors of your Company at its
meeting held on February 11, 2014 (in view of fulfillment of all
conditions prescribed by the Ministry of Corporate Affairs under
Circular No. 5 / 12 /2007 - CL - III dated February 8, 2011) resolved
for not attaching the Balance Sheet and other documents of the
subsidiaries, with the Balance Sheet of the holding Company, i.e.
Hinduja Global Solutions Limited, for FY '14.
Accordingly, the Annual accounts and other documents for the year ended
March 31, 2014 of the subsidiary companies are not attached to the
Annual Report. The accounts of the subsidiaries will be made available
for inspection by any member of the Company at its Registered Office
and also at the Registered Office of the concerned subsidiary. The
accounts of the subsidiary companies and detailed information will be
made available to the members upon receipt of request from them. The
summary of key financials of the Company's subsidiaries, as provided in
the circular dated February 8, 2011 is included in this Annual report.
The accounts of individual subsidiary companies would be available on
Company's website www.teamhgs.com.
Particulars of employees as required under Section 217(2A) of the
Companies Act, 1956 read with the Companies (Particulars of Employees)
Rules, 1975 as amended, form part of this Directors' Report. However,
in accordance with the provisions of Section 219(1)(b)(iv) of the
Companies Act, 1956, this Report is being sent to all the shareholders
of the Company excluding the aforesaid information. Members interested
in obtaining the said information may write to the Company Secretary at
the Registered Office of the Company.
1. The Whistle Blower Policy: No complaints were received during the
2. The Sexual Harassment of women at work place (Prevention,
Prohibition and Redressal) Act, 2013:
A. Number of complaints received during the year: 2
B. Number of cases disposed of during the year: 2
C. Number of cases pending as on March 31, 2014 for more than 90 days:
Your Board takes this opportunity to thank the customers, vendors,
business partners, shareholders and bankers for the faith reposed in
the Company, and also thank the Government of India, various regulatory
authorities and agencies, State Governments, Governments of various
countries for their support, and looks forward to their continued
encouragement. Your Directors place on record their sincere
appreciation of the contribution of the Company's most important asset,
viz. the employees, who through their competence, hard work and
co-operation have enabled the Company to achieve consistent growth.
For and on behalf of the Board of Directors
Place : Mumbai Ramkrishan P. Hinduja
Date : May 21, 2014 Chairman