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Project Report by: Anuj Gupta Isha Agarwal Priyanshu Mansukhani 11PGHR10 11PGHR21 11PGHR39
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Agenda
Introduction to Airtel Africa What is a Shared Service Centre Needs and Challenges of setting up shared services in Airtel Africa
Objective
Gauge a basic understanding of shared services setup in Africa Understand role of HR information systems in a shared services centre Conduct a benchmark study of various processes and determine the best practices Define/Propose SLAs for each activity
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Provision of a service by one part of an organization or group where that service had previously been found in more than one part of the organization or group
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Access to 15 countries in the region Around 40.1 million subscribers to its already 125 million-plus user base
Footprint will expand to 17 countries Acquired its 50 millionth mobile customer in Africa within 17 months of acquiring Zain Telecom's Africa
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operations
Majority of workforce in Africa is semi skilled Very difficult to find required taskforce in all the regions
A lot of talent is not willing to move to African region African continent is still underdeveloped Centralization reduced redundancy of work Release the load of Airtel Gurgaon which currently looks
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Methodology
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Findings
Payroll / Compensation and Benefit Expat Management Learning and Development Facilities Joining formalities and paper work formalities Recruitment
All relevant documents and approvals are provided by the Comp and Ben team
4/15/12 Restructure Comp and Ben structure for the same and all the payroll
Findings
Recruitment
Internal transfers, to be a part of the SSC or can be hired externally Employees not formulated into teams but categorized according to projects that need to be developed At the time of recruitment SSC has to make sure of following processes:
On-boarding exercises, Medical check-up for employees, Leave and travel allowance, Maintenance of ERP database and all relevant forms like PF, Gratuity, etc.
Talent identification in-house Demand management of L&D Comp and Ben team
Hiring professionals
Know the service Local norms and rules of the service followed in the country else training
No Shared service centre in the African subcontinent Identifying 4/15/12 competencies, services to be moved to SSC
HRMS Tools
PeopleSoft HRMS used by HUL SAP in use by Wipro Oracle HRMS used by Airtel Gurgaon
First mover advantage Robust Backend support Availability of skilled SAP technicians
Recommendations
Talent Acquisition Administration including joining formalities and paper work formalities HR Operation Talent Development Payroll / Compensation and Benefit Expat Management
Success rate of these services in SSC is more than other services HRIS modules for these services are readily available 4/15/12 numerous vendors including SAP, Oracle, with
Key Learnings
Its success critically depends on acceptance to change that the firm undergoes while transforming from decentralized to a centralized form of HR management
Role of technology is immense in making SSC successful lot of automation, replace manual indulgence
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References
http://en.wikipedia.org/wiki/Shared_services#Benchmar king_and_measurement http://www.thesystemsthinkingreview.co.uk/index.php? pg=18&utwkstoryid=266 Outsourcing vs. shared services | InfoWorld | Column | 2006-05-30 | By Ephraim Schwartz http://www.ssonetwork.com/ http://www.us.ntt.net/support/sla/network.cfm Essentials of shared services by Bryan P. Bergeron Shared Services by Donniel S. Schulman
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