mobilink recruitment & selection project
TRANSCRIPT
Mobilink Pakistan – Recruitment & Selection Systems
About the Company
Mobilink, a subsidiary of the Orascom Telecom Holding, is Pakistan’s leading cellular and Blackberry
service provider. With more than 31.6 million subscribers, Mobilink maintains market leadership
through cutting-edge, integrated technology, the strongest brands and the largest portfolio of value
added services in the industry, a broadband carrier division providing next generation internet
technology as well as the country’s largest voice and data network with over 8,000 cell sites. Housing
Pakistan’s largest distribution and contact centre networks and an unparalleled 6,500 kilometers fiber
optic backbone, Mobilink has already invested over US $3.3 billion in the country to date and provides
uninterrupted countrywide connectivity, unmatched customer services and international roaming in
over 140 countries. The company is also the official cellular partner of the Pakistan Cricket Board. As a
responsible corporate citizen, Mobilink also offers a range of socially inclusive products and services
dedicated to enhance access to information. Through Mobilink Foundation, the company supports
education, health and environmental initiatives and promotes sustainable business practices.
Mobilink offers exclusively designed tariff plans that cater to the communication needs of a diverse
group of people, from individuals to businessmen to corporate and multinationals. To achieve this
objective, we offer both postpaid (Indigo) and prepaid (JAZZ) solutions to our customers. Compared to
our competitors, both the postpaid (Indigo) and prepaid (JAZZ) brands are the largest brands of their
kind in the Pakistan cellular industry.
In addition to providing advanced voice communication services that makes the lives of millions that
much easy, we also offer a host of value-added-services to our prized customers. At the same time,
Mobilink places high importance to its coverage, which is why we cover you in 10,000+ cities and towns
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nationwide as well as over 140 countries on international roaming service. In other words, we speak
your language, everywhere.
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Vision Statement
To be the leading Telecommunication Services Provider in Pakistan by offering innovative
Communication solutions for our Customers while exceeding Shareholder value & Employee
Expectations.
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Values
Total Customer Satisfaction
Customers are at the heart of our success. They have placed their trust and confidence in us. In return,
we strive to anticipate their needs and deliver service, quality and value beyond their expectations.
Business Excellence
We strive for excellence in all that we do. We aspire to the highest standards and raise the bar for
ourselves everyday. This commitment to delivering world-class quality translates into unmatched service
and value for our customers and all stakeholders.
Trust & Integrity
At Mobilink, we take pride in practicing the highest ethical standards in an open and honest
environment, and by honoring our commitments. We take personal responsibility for our actions, and
treat everyone fairly, and with trust and respect.
Respect for People
Our relationships drive our business. We respect and esteem our employees and all stakeholders. We
believe in teamwork, empowerment and honor.
Corporate Social Responsibility
As the market leader, we recognize and fulfill our responsibility towards our country and the
environment we operate in. We contribute to worthy causes and are dedicated to the development and
progress of the society.
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Management
President and CEORashid Khan
Chief Strategy OfficerTariq Rashid
Vice President Sales & DistributionBilal Munir Sheikh
Vice President Customer CareIrfan Akram
Vice President Corporate AffairsAgha Qasim
Chief Technical Officer Ramy Reyad Kamel
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Vice President MarketingJahanzeb Taj
Chief Information OfficerIrfan Farooq
Head of Human Resources & AdministrationSadia Ahmad
Chief Financial Officer Andis Locmelis
Head of Business Analysis and PlanningFarid Ahmed
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Career Choices at Mobilink
There are various career choices for you at Mobilink. The perfect synergy of each of our divisions fuels
our success and fosters commitment and dedication. To find out where you fit best, take a look at the
overview of our key business functions.
Mobilink Divisional Functions
The organization is divided into divisions, which are further divided into departments and sub
departments. The divisions, their sub-functions and their roles in the organization are mentioned below:
Technical
Installs, maintains and operates the GSM Cellular Network. It is also involved in planning and rolling out
network expansion as per business targets while working closely with other departments, especially
commercial and IT, to launch new services and cities. It is the second largest division in the organization.
Engineering Access Network (EAN)
Operations Access Network (OAN)
Operations Core Network (OCN)
Engineering Core Network (ECN)
Production and Deployment
Fiber Optics Operations
Technical Budget PMO and Operations
Technical Special Projects
Network Operations Center
Technical Logistics
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Quality of Service
Marketing
Anticipates, and satisfies the customers communication needs. This includes consumer behavior
research and translating this research into services and pricing plans. The Marketing team helps identify
new business opportunities and develops plans to exploit these profitably. It also designs and
implements brand strategies and communication plans.
Marketing Strategy & Pricing
Brand Management
Public Relations
Value Added Services, LDI and International Roaming
Post Paid Solutions
Sales & Distribution
Employs direct and indirect channels to augment sales. They are also responsible for extending post
sales support to ensure customer convenience.
Indirect Sales
Enterprise Solutions
Distribution
Sales Operations
Customer Care
Provides services to customers pre and post purchase to ensure that customer expectations are
exceeded. It is the largest division in the company.
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Customer Operations
Support Centers
Contact Centers
Quality Assurance, Standardization and Training
Business Planning and Customer Retention
Credit & Collection
Finance
Prepares and monitors financial plans and budgets. Arranges timely funding to meet business
requirements and for maintaining accounting records. Sourcing and qualification of items and vendors
and handling custom clearance of imported goods also falls into the responsibility areas of this division.
Reviews risk management procedures and compliance with existing policies and procedures. Focuses on
the strategic objective of coordinating, streamlining and institutionalizing the planning, sourcing,
warehousing and distribution of SIMs and Scratch Cards, manages operations and procurement and
contracts.
Corporate accounting
Finance Logistics
Treasury
Business Support & Revenue assurance
Planning, budgeting and reporting
Procurement and contracts
Internal Audit
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Information Technology
Enables secure and efficient information sharing to meet the business needs. It facilitates conversion,
storage, protection, processing, transmission and retrieval of information to and from various channels.
Planning, Implementation and Technologies Management
IT Strategy, Innovation and Service Management
Business Intelligence and Billing
Enterprise System Integration & Support
IT Governance & Information Security
IT Operations
Technology Solution Planning
Human Resources and Administration
The human resources function at Mobilink comprises four main areas. The staffing and compensation
function is responsible for meeting the company's recruitment requirements along with developing,
implementing and maintaining companywide compensation and incentive plans. The function is also the
custodian of the HR Employer Brand. Organizational Development is primarily responsible for initiatives
tied to employee development and organizational capability enhancement. HR Operations looks after
employee services and employee relations. It also maintains and updates employee records. The
employee excellence function aims to enhance HR performance through value creating activities
focusing on wellness and diversity management initiatives.
Overseeing nationwide facilities management, the Administration department ensures that employees
are provided with a comfortable working environment that is conducive to high performance. Security
department Aims to meet the security needs of the entire organization by covering people, property and
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assets nationwide.
HR
Staffing and Compensation
Organizational Development
HR Operations
Administration
Office Maintenance, Travel & Accommodation arrangements
Stationery requirements
Courier, Janitorial services
Vehicle maintenance, Build outs
Event management
Cafeteria arrangements
PMO
Corporate Affairs
Corporate Affairs constitutes Legal affairs, Government relations and Interconnect. Legal affairs provide
legal and corporate support and advice at all levels to ensure effective decision making and strategizing.
The department also engages in policy-making, overseeing contracts and transactions, ensuring
compliance with applicable rules, regulations and laws. Regulatory matters and assistance and support
to the holding company and subsidiaries also falls within Legal Affairs purview. The Government
Relations department liaises with Government authorities and the Pakistan Telecommunication
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Authority on regulatory aspects like government rules, policies and SOPs. It interacts with other telecom
operators and cellular mobile operators on matters of common interest, and also plays an advisory role
for all Mobilink departments in guiding them through procedures involving government agencies.
Interconnect department makes arrangements for providing connectivity between Mobilink and other
operators in coordination with engineering and billing departments.
Government Relations
Inter Connect
Legal Affairs
Office of Strategy Management (OSM)
Formulates business strategy and works with other divisions for alignment and implementation. The
department also identifies and recommends new business opportunities for revenue generation and
strengthening strategic advantage
Business Intelligence
Program Management
Special Projects
Security
Mobilink Infinity (Broadband Business Unit)
Mobilink, the pioneer of GSM Technology in Pakistan, brings Internet access combined with telephony
services that are exponentially better than the average dial-up. It's Next Generation Broadband
technology breaking the norms by allowing easy and affordable access to get connected where
conventional telephone networks fail; always-on connectivity to the Internet while simultaneously using
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the phone; and high-quality Technical and Customer Services that deliver upon expectations. It is your
seamless connection to everything and everyone.
Business Analysis & Planning
This division is responsible for company-wide business parameters and their implications on the
business and company plans.
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Facts about Mobilink’s Human Resource
Mobilink currently employs about five thousand direct employees.
25% of these employees are women.
Most preferred Telecom Company in 2008 (by Pakistan Society of Human Resource
Management)
Only sixteen promotions in 2010.
About 500 promotions in 2011.
Employees in Engineering/IT divisions get more salary raises than the employees in other
divisions of the company.
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Recruitment
Job Analysis
Mobilink does not do job analysis of jobs there from scratch; rather they make changes in the job
descriptions and specifications as per the latest trends in the market and requirements of that particular
job.
Job Description – HR Business Partner
Industry:Telecommunication/ISPCategory:Human ResourceTotal Position:1Job Type:Full Time/PermanentDepartment:Human Resource ManagementJob Location:LahoreGender:Doesn't MatterMinimum Education:MastersDegree Title:Hold a Masters degree preferably in Human resource/ManagementCareer Level:Experienced (Non-Manager)Minimum Experience:4 Years(Have at least 4-6 years of relevant work experience)Apply By:Jun 7, 2012Posted On:May 31, 2012
The ideal candidate should
Hold a Masters degree preferably in Human resource/Management Have at least 4-6 years of relevant work experience Additional Human resource management certifications would be an added advantage
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Job Description
Analyze employment-related data and develop reports for management Conduct exit interviews and ensure smooth execution of the settlement process Handle employee grievances effectively Ensure that reference checks of new hires are conducted in-time and any anomalies are addressed in a
timely manner Confer with management to develop or implement personnel policies and procedures in line with the
business needs Develop and implement recruiting strategies and orientation sessions to meet current or anticipated staffing
needs while keeping a check on quality and timelines. Advise line management on policies and procedures and provide effective solutions to cater to business
requirements Manage reward and recognition processes and tools and ensure utilization for effective results. Provide end-to-end HR services to business and continuously improve business processes for providing on
the spot resolution to all queries. Conduct employee engagement exercises and manage internal events
Essential Skills
Should be able to analyze and think strategically Should have strong communication and interpersonal skills Should have sound coaching and counseling skills Should be able to plan and organize tasks effectively Should have strong decision making and problem solving skills Should be proficient in operating MS Office Suite
Attracting the Talent
Mobilink has been relying heavily on online job sites to attract the candidates for the vacancies at the
company. The details of which sources Mobilink uses for recruitment and how does it use them are as
follow:
Online Recruitment (Rozee.PK)
The largest and most reliable source of Mobilink for attracting a pool of candidates for current openings
at the company is online job sites. In online job sites, Mobilink is solely depending on Rozee.PK by having
a partnership with them. Rozee.PK has helped Mobilink create a job portal at
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http://jobs.mobilinkgsm.com where anyone can register and apply for the current openings at the
company. The portal is completely powered by Rozee.PK. There are 42 job openings on that portal as of
June 5, 2012.
Newspapers
Mobilink rarely posts a job opening in Newspaper (2-3 times a year usually) and when it does, it is
posted in Dawn, the leading English News Daily of Pakistan.
Head Hunters
Mobilink also uses different head hunters for the top-level positions at the company. Different
employment agencies are currently working with Mobilink help the attract the best talent for
managerial and director level posts at the company.
Internal Hiring
Mobilink’s current employees could also be recommended by their Managers or they could apply
themselves for the job openings at the company but they also have to go through the same procedure
to get hired for that particular job.
Referral System
Current employees of Mobilink could refer someone for a job opening at the company and if that person
gets hired by the company, the Mobilink employee who referred him/her would get an incentive.
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CVs
At Mobilink, the HR department receives about 300 CVs on average for each job.
They take about 2-3 seconds to scan through CVs and shortlist them in the first screening.
In second screening of the CVs, they look for keywords associated with that particular job and
finally shortlist the CVs that have those keywords.
Mostly, around 30 to 35 (out of 300) CVs are shortlisted.
Cost of Hiring
The cost of hiring at Mobilink is mostly calculated by the HR department but is not shared with the Line
Managers.
Recruitment Time Frame
The recruitment process usually at Mobilink takes about twenty days. The breakdown of events during it
is as follow:
Three Days to finalize the Job Description and Specifications.
The job is then posted on Rozee.PK and it stays there for seven days to allow candidates to apply
for it during that time span.
Two days for short listing of the CVs.
One day for line-managers to recommend candidates of their choice.
Two days for the pre-employment test.
One day again for the line managers to discuss the results of pre-employment test with HR.
Two days for interviews
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Three to four days for final selection with the mutual understanding of HR and line.
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Selection
Pre-Interview Test
Mobilink takes an hour long pre-interview test after the CVs are shortlisted.
The candidates whose CVs are shortlisted are asked to appear at Mobilink’s office for this test.
Human Resource staff at Mobilink invigilates the Test to make sure that candidates do not
cheat.
The test runs on a customized software on computers at Mobilink office.
It has IQ based and technical questions (regarding that particular job).
Minimum score to pass this test is 45%.
On average, about 33% of the candidates who give this test pass it.
The score is not shared with the candidates and they’re only told whether they’ve passed the
test or not.
The candidates who pass the test are asked to come for interview.
Interviews
Four interviews are taken by the particular division that is going to hire the employee known as
line interviews.
o All of these interviews are technical.
o On average, each of them last for about thirty minutes.
o All these interviews are one-to-one interviews.
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o Line selects three best candidates and sends them to HR department for one final
interview.
The fifth and final interview is taken by Human Resource department at Mobilink.
o Only behavioral questions are asked in this interview.
o It lasts for about twenty minutes.
o HR department follows a set-procedure for this interview to make sure that the
candidate takes back a good image of the company even if he does not do well at the
interview.
o The HR interview is structured most of the times but could end up differently as per
situation.
Final selection is done by the mutual understanding of both HR and line.
Top-tier Universities
Mobilink does not really prefer one university over the other and looks for the most suitable
candidate for the job.
However their marketing department is dominated by the LUMS graduates.
Probation Period
The probation period at Mobilink varies from three to six months.
The employee remains under observation during that time.
Gratuity fund and most of the other perquisites are not a part of compensation during probation
period at Mobilink.
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Salary Negotiations
Asking candidates about their salary expectations is a part of interview by HR department. The
candidates are also given an idea about what the company could pay them.
Questions asked by the Candidates
Salary
Grade
Appraisals
Career Path
Evaluation of Candidates
The interviewers do have an evaluation sheet for evaluating the candidates during an interview but
most of them prefer taking notes about the candidates.
Internships at Mobilink
Regularly offers internships during summer.
Students first have to appear for the IQ test for internship.
Those who pass the task are then interviewed.
Then one best candidate is selected for internship at the company.
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Career Path – Managerial
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Manager 2
Manager 1
Specialist 2
Specialist 1
Associate 2
Associate 1
Mobilink Pakistan – Recruitment & Selection Systems
Employee Testimonials
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References
http://www.mobilinkgsm.com
http://jobs.mobilinkgsm.com
http://rozee.pk
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