Mobilink SHRM

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MISSION STATEMENT “To be the unmatchable mobile system of communications in Pakistan this provides the best value to its customers, employees, business partners and shareholders.” Mobilink's Vision “To be the leading telecommunication services provider in Pakistan by offering innovative communication solutions of our customers while exceeding shareholder value and employee expectations”


Introduction Orascom Telecom Holding S.A.E. (" Orascom Telecom") or ("OTH") was established in 1998 and has grown to become a major player in the telecommunication market in the world . OTH is largest network operator in middle east,africa and pakistan . Mobilink GSM (PMCL), a subsidiary of Orascom Telecom, was awarded a license in July, 1992 and started its operations in 1994. B ecome the market leader both in terms of growth as well as having the largest customer subscriber base in, Pakistan - a base of over 24 million and growing . There are about 5000 employees currently working in Mobilink 4500 are permanent 500 on temporary basis Among them approximately 5% are managers and operatives are 40%, rest are either contractual or not directly related to core business. The head office of Mobilink is located at KULSUM Plaza, blue area, Islamabad. Its branch offices are located in Lahore, Karachi, Faisalabad, Rahim Yar Khan, Sukkur , Peshwar , Quetta, Swat, and Kohat .


Contd. The head office of Mobilink is located at KULSUM Plaza, blue area, Islamabad. Its branch offices are located in Lahore, Karachi, Faisalabad, Rahim Yar Khan, Sukkur , Peshwar , Quetta, Swat, and Kohat . Moblink has three main contact centers in three regions of Pakistan. As for the customers centers there are about 2000-2500 customers service centers all over Pakistan Principal area in which Mobilink Telecommunication is working is that it provides its customers, a wide range of postpaid (Indigo) and prepaid (Jazz) solutions

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Principal area of business: Jazz Indigo


Contd.. There are several functions performed by HR department which are given below: Planning Recruitment Selection Formal Interview Intelligence tests Research and Development Training Compensation Career Planning and Development Occupational Health and Safety measures

HR Policies in General (Mobilink) :

HR Policies in General (Mobilink) Policies in General : Working Hours: Office Hours: Monday through Friday (09:00 am. – 6:00 pm.) Saturday: The shops timings will be determined by the Customer Service Management keeping in view the customer needs. Sixty (60) minutes meal breaks each day from Monday through Thursday. Ninety (90) minutes meal / prayer break for Friday . b) Exceptions : Employees may be requested to work on any of the holidays or regularly scheduled day of rest including Saturday/Sunday, if the Company’s business so requires.


Contd. Dress Code Policy: Procedure: All female employees shall observe the following dress code: Shalwar Kameez Sari / Blouse Dress Pants / Blouse or Shirt with Jacket or Waist Coat Skirts / Blouse or Shirt with Jacket or Waist Coat (No minis / long slits) Light makeup Light jewelry No Low Necks All male employees shall follow the following dress code: Dress shirt / pants / Tie with Jacket or Coat or Sweater Dress shoes and socks Well trimmed moustache, hair and beard / “shaved face” Hair length should not go below the shirt collar


Contd.. All Officers / Department Heads shall be responsible for the implementation of the dress code for their employees. Any employee not abiding by the Dress Code under this Policy will initially be counseled by his /her immediate supervisor / office manager. Any repeated act will be reported to the Human resources Department in writing . Company Publications Policy : Brochures , pamphlets, newsletters, handbills or posters Approved by the Company may be issued on Company premises. The President and the VP Human Resources & Administration must approve all publications intended for all employees. Attendance Policy To prevent unauthorized absence of employees, this creates serious problems for normal and efficient operations and could result in disciplinary action including termination.

Recruitment and selection process:

Recruitment and selection process Sources of recruitment Internal advertisement Data bank Advertizing Walk in candidates Colleges and Universities

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a) ExternalRecruitment : No candidate under the age of eighteen will be considered. To avoid conflict of interest, hiring of close relations (brothers, sisters, spouses, first cousins, brothers/sisters in law) will not be encouraged Minimum qualifications must be a Bachelor degree or equivalent A-Level or equivalent may be considered for call centre/support staff. b) Internal Recruitment: Internal candidates must be confirmed employees of Mobilink who have completed one year of service. Selected candidates will join the new job/position after getting clearance from existing line manager . Spouse of an existing employee will not work for direct competition and either one will have to resign from service

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Conditions for recruitment : Education (Academic / Professional) Experience Profile and Psychometric Tests Interviews References Application: Applicants may apply online by registering with the web based recruitment portal. However, when considered for a specific position, they will be required to fill the standard application form of the Company. All applications will be kept on HR database for a period of 6 months only. Lead-time of at least ten working days should be given for selection of candidates.

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S election process: Interview Evaluation form Passport size Photos. Any other special clause. References. Copy of N.I.C. Copies of degree(s): Bachelors and above only and copies of experience certificates. Duly filled application form

Total Strength of Employees: :

Total Strength of Employees: Over all: (Total 4500) Top Managers 75 Middle Managers 750 Line Managers 3675 Human Resource Department: (Total 47) Director 01 Vise President 04 Middle Managers 16 Line Managers 26


Training Training need assessment policy at Mobilink Procedure The HR Department will develop the TNA according to the recommendations by Supervisors in the performance appraisal form . The HR Department shall coordinate all the tasks until Company-training plan is finalized, then follow-up with Department Heads on its implementation. The plan is the result of focusing on the individual discipline needs into one schedule designed to meet the training needs of the Company. Types of training In mobilink : On job training Soft skill training Conflict management training People management training Communication skills Anger management Time management training Teamwork training etc

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3. Technical training Customer Services training Sales related training Marketing and technology training etc. Foreign training policy: Policy Guidelines: The Company shall pay all Training Expenses, Round Trip Airfare, living Allowance, and Local Transportation in accordance with Company regulations in this regard. Conditions for Overseas Training: Employees who are nominated for enrolment in an overseas training program should meet the following conditions: Should meet the prerequisites of the intended training. Being knowledgeable of the language in which the training program will be conducted.

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In case an expatriate / contract employee needs to attend a foreign training, he/ she has to be on a one year and above contract, with a duration of 6 months of service to perform at PMCL – Mobilink from the date of starting the training.\ Mobilink Training programs: Graham Burke, the President PMCL Mobilink, said “Mobilink will provide proper training programs to its employees in order to make them more aware of their responsibilities” Has outsourced its leadership training and development of about 100, of its senior and fast track managers and supervisors, to the region's well established consultancy firm, Global Management Consultants, who will be responsible for the design and delivery of over 5 months training initiative.

Performance Appraisal System:

Performance Appraisal System Informal performance discussions should be conducted frequently as and when the need arises Formal written performance reviews will be conducted with all employees annually. Notification along with Performance Evaluation Forms will be sent from the Human Resources Department in advance with the scheduled performance evaluation date. Methods: computerized performance appraisal method. Online 360 degree approach of performance appraisal In Mobilink the performance appraisal of employees is conducted in December

Rewards System :

Rewards System Policy Guidelines: Salary All New Employees have to open bank accounts in specified banks prescribed by the Company so that their salary will be credited at the end of each month. Upon termination of service (end of service), the employee will receive his / her salary within 15 working days up to the time of date of his / her last working day. Upon resignation, the employee will be paid his / her dues during a maximum period of 15 working days from the date he / she left the job.

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Intrinsic and extrinsic rewards include: Medical care Life insurance Vacations Relocation Club Policy Travel Education assistance policy Business mobile phone policy Official Blackberry Policy

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