MOBILINK GSM

PAKISTAN

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.”

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”
 ORGATIONAL MANAGEMENT:

Management
The names of the Top Management

President and CEO Executive Vice President

Zouhair Abdul Khaliq Hamid Farooq

Chief Information Officer Chief Commercial Officer

Tariq Rashid Rashid khan

Vice President Vice President Administration &

Quality Assurance, Securities and Human Resources
Environment Ali Raza Mehdi
Dr. Riffat Naheed

Chief Technical Officer

Marwan Hayek
Total Strength Total length 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
Major Departments
1. Finance Department
o Credit and collection
o Procurement imports
o Revenue assurance
2. Customer Services Department
o Customer services operations
o Customer services system
3. Commercial Department
o Marketing
o Direct sales
o Indirect sales
4. Technical Department
o Switching
o Operations / operation support
o Logistics
o Infrastructure
o Systems planning
5. Information Technology Department
o Billing
o IT
6. Human resources
7. Administration and legal affairs & government relation department
8. Internal audit department
9. Customer services
 HRM DEPARTMENT

HR Mission Statement:

“To lead the organization in enhancing its human capital and creating a winning
environment where everyone enjoys contributing to the best of one’s ability.”

Mobilink will achieve this by:

• Inspiring and motivating its people.

• Developing its people to strive for higher standards.
• Driving an open minded and enterprising corporate culture where people
through leadership at all levels dare to dream, dare to try, dare to fail and
dare to succeed.
• Attracting and recruiting the best talent

Mobilink has a very defined and well structured department and its various
policies of keeping each employee productive part of the organization are intoned
with the corporate world’s requirement.

Employees in the company are largely committed to their organization and have
shown progress in the company. Employees are satisfied with the HR
department of Mobilink GSM Company.

Humans are the basic tool for having competitive edge in the market for most of
the organizations and Mobilink is one of these. Mobilink has one of the best HR
systems in Pakistan that gives it an edge over its competitors.
HR DEPARTMENT SECTIONS:
HR department of Mobilink has three sections.

 Employee services

o Payroll information
o Leave and medical record
o Final settlements and provident fund
o Policies and procedures
o Employees record and recreation

 OD and Effectiveness

o Training plan
o Talent management
o Performance management
o Employees retentation
o Orientation employee communication

 Staffing and compensation

o Staffing plan and HR budgeting

o Management trainee and internship program
o Interviewing and selection
o Headhunters
o Compensation, benefits and incentive
 Business Development Officer

Job Description:
The Business Development Officer is responsible for developing new deposit,
loan and merchant business for a specific target market of small to medium size
businesses and business professionals; assisting the Business Development
Manager in performing various managerial functions of the department as
directed, providing a superior level of customer relations and service; and
ensuring compliance with Bank policies and procedures. The position of
Business Development Officer is responsible for attaining established individual,
department and Bank goals through active participation in sales management
and officer call programs may perform supervisory duties of department staff in
the absence of the business Development Manager.

All job descriptions developed by Moblink also include the following subject
matter to help you develop an ADA compliant document:

• Essential Duties

• Secondary Duties

• Supervisory Responsibilities

• Environment and Physical Activity

• Mental Demands

• Minimum Requirements
 Job Advertisement

Job Detail
Title: Business Development
Officers
Total Position: 1
Industry:
Telecommunication/ISP
Department: Sales
Type: Contract
Location: Badin, Dadu,
Hyderabad, Jaccobabad, Khair
pur, Larkana, Mirpur khas
Minimum Education:
Bachelors
Career Level: Entry Level
Minimum Experience: Not
Required
Apply By: Dec 15, 2010
Posted On: Nov 16, 2010
Job Description: - Generate new sales &
achieve monthly assigned Postpaid sales
targets.
- Understand the products thoroughly & learn
to effectively sell against competition.
- Submit monthly sales plan along with time
lines.
- Conduct regular visits to potential customers
along with team Leader.
Required Skills:
Communication skills/local market knowledge
& team player.

The recruitment Process:

The recruitment philosophy at Mobilink aims at recruiting the right talent for each
role. Their hiring focus is a skilled and diverse workforce providing equal
opportunities at all levels of the hierarchy. The recruitment sequence begins with
an online application process.
Every complete application becomes part of their online talent pool which is our
primary source to meet our employment needs. Whenever a position becomes
available that matches your profile, you will get an opportunity become a part of
their recruitment process.

Once short listed you are required to go through multi tiered interviews with line
management and the human resources teams. You are kept in the loop on the
outcome of the selection process in writing. If you are identified as the best fit for
the role and upon satisfactory reference checks, an appointment letter follows.

Mobilink encourages you to keep your online profile updated and visit the jobs
portal frequently to stay abreast on the latest job openings at Mobilink.
Sources of Recruitment:
In MOBILINK, the activity to fill a vacancy or a new job starts with the
requirement communicated by the respective managers to the HR department.
The HR department then looks for the possibilities of internal and external
recruitment.

 Internal Recruitment:
In MOBILINK, internal recruitment is done for the managers of the higher grade
and directors. When a position is vacant, the HR department views the past
performance of the people working at lower levels than the vacant position and
chooses the right person who is promoted to that position.

At the manager and director level, the internal recruitment process is mostly
carried out but when managerial position is vacant and a suitable person is not
available for the desired post from with in the organization then external
recruitment is carried out.

 External Recruitment:
For external recruitment in MOBILINK, the line managers are required to make a
requisition form for the job in which they have to mention their need taking in
account the budget for establishment and salaries for the position of
Management, Business Support Officers and Workers. Role profile for the
specified job is also prepared matching up the requirement and the grade of the
job. Training period is also specified on the requisition form.

The requisition form along with the role profile is sent by the line manager to the
functional director for his approval and then forwarded to HR Manager. The HR
manager confirms the availability of budgets required for establishment, salaries
and cost of advertisement for the job. After all this, the requisition form along with
the job profile and the budget forecast is sent to the HR Director for his final
approval.
After approval from the HR director the HR manager and the line manager work
hand in hand to prepare job and person specifications for advertising or giving to
the head hunters.

The sources that MOBILINK uses to attract applicants are:

• Inviting applications through advertisement
• Recommendations from the head hunters
• Applications obtained from the data bank of MOBILINK where direct
applications are received from time to time.

After a substantial amount of applications have been received, the line and the
HR managers again work together to shortlist the applications. This is done by
carefully going through all the application and by giving different weightage to the
following criteria:
• Quality of early schooling
• Grade obtained
• Extra Curricular activities
• Overseas travel and education
• Age
• Target University
• Relevant experience

The HR Department then issue call letters to the short listed candidates along
with blank application forms by Date, time and venue for the preliminary interview
is advised and candidates are asked to bring along completed application forms.
A two-member panel of HR and line management carries out competency-based
interviews focusing on functional skills and managerial and supervisory skills.

After the preliminary interview is cleared people applying for different jobs are
tested in different ways. The following management competencies are assessed
by a panel of cross functional assessors In the case of management selection:
• Communication skills
• Resource management
 • Rational decision making
• Influencing
• Creative thinking
• Business development

The HR department is responsible for overall administration of the assessment

centre including training of the assessors.
.
The HR department provides details of remuneration package and terms and
conditions of service. The HR department also prepares appointment letter,
service agreement and finalizes other documentation for service record.

Measures to improve competences and employee

Skills:
In order to make its human resource productive and efficient, Mobilink
aggressively work in developing its human resource capital through international
and local trainings as well as structured employee ‘well-being’ programs, making
it one of the most sought after companies to work for in Pakistan. Mobilink
conducts several training program in order to improve the competencies and
skills of employees.

 Orientation:
Mobilink has a very well organized and well established HR department that
practices all the HR strategies which are beneficial for the organization. As other
departments are well established and operational for there matters, HR
department is empowered to develop and plan what so ever is required for the
company.

Orientation and induction is required for employee familiarization with the

organization and Mobilink is well aware of this fact. Affiliation with organization is
only possible if the employees are informed about each and everything. When
the employee is hired he get proper orientation and that orientation may exceed
to few months until he get the feeling of affiliation and get to know the
organization well.
 Training:
Training is a planned effort by a company to facilitate employees learning of job-
related competencies. These competencies include knowledge, skills or
behaviors that are critical for the successful job performance.

At MOBILINK, there is a continuous assessment of the technical and managerial

skills. For the further enhancement of these skills formal training programmes
offered at all levels. The employees are provided with opportunities to put these
skills into practice, in preparation for the move to a managerial role.

Training is viewed at MOBILINK as a way of creating intellectual capital.

Employees are expected to acquire new skills and knowledge, apply them on job
and share this information with other employees. The training is cross-functional
for sharing of skills.

The employee are trained periodically either locally or abroad according to

preplanned schedules. The objective of such training is to upgrade the
capabilities of employees.

If an employee attends an overseas training then he/she has to serve the

company for a certain period after the date of completion of training subject to the
cost and duration of training itself. In case an employee leaves the company
during this period he/she will have to pay the amount specified at that point in
time.

Training Methods

• On Job Training
• Special Training Sessions
• Team Building
• Problem Based
• Refresher Courses
Types of Training in Mobilink:

On a general basis the training done in Mobilink can be divided into two
categories:

• Soft skill training

• Technical Training

Soft Skill Training:

Helping your employees develop a stronger base of knowledge on topics that

affect their personal lives can make them more productive and less distracted
in their jobs. Soft skill development courses in areas like personal finance and
childcare can help your team better manage the most important areas in their
personal lives.

This may include the following things for e.g.

• Conflict management training

• People management training

• Communication skills

• Anger management

• Time management training

• Teamwork training etc

Technical Training:

This type of training has direct effect on the job of the employee. Specific skills
are focused and developed accordingly. The engineering trainings of Mobilink
are also included with this along with

• Customer Services training

• Sales related training

• Marketing and technology training etc.

All these types of training are done to enhance the employees job skills at the
level he is at.
 Training programs leads to:
• Leadership
• Influencing
• Creative Problem Solving

Performance Appraisal:
Reviewing performance and taking positive steps to develop employees further is
a key function of management and is a major component in ensuring the success
of the company through effective employee performance.

A review is about ensuring people know what levels of performance are expected
of them and then taking action to ensure they are trained and developed to
perform effectively.

Objectives of Performance Appraisals

To measure the work performance
• To motivate and assist employees in improving their performance
• And achieving there professional goals
To identify employees with high potentials for advancements
• To identify employees training and development needs
• To provide a solid path for career planning for each individual

Appraisal Policy:
The intent of these appraisals is to review current job performance and
responsibilities, set goals and discuss further opportunities with reference to past
performance at Mobilink.

Performance Review:
At MOBILINK a review is intended to be an open and frank discussion between
an employee and their Team Leader/Manager. Generally there are two elements:
first is the element in which discussion takes place over the strengths and areas
which need to be developed as displayed by the job holder over the past 12
months. The performance is of course judged comparing the performance
against the core indicators of Job. The second element is concerned with
discussing the training needs/inputs activities that are considered to be
appropriate to help the jobholder overcome some of development areas
discussed in the review and also those activities that are deemed appropriate to
build upon their current strengths.

Appraisal categories
% Of total numbers of
Appraisal category Definition of category employees which can
be rated in this
category
1.expert Indicates exceptional 15%
performance
2.very Good Indicate performance 10%
that consistently meets
the requirements of the
position,” very good”
indicates the individual
is on track for
advancements
3. Good Indicated performance 8%
that requires
improvement (i.e. meet
requirements without
initiative or
advancement)
4. Basic Performance to be 5%
improved (hardly
meets requirements)

Sources of Performance Appraisal:

At MOBILINK the primary sources of performance appraisal are the managers
and secondary sources are employees themselves. Though the peers also give
their opinion but it usually does not have any weightage unless a conflict arises
between the manager and the employee.
Feedback:
Workers at MOBILINK are informed of their performance and given the
opportunity to express their opinion over their own level of performance against
each competence. This serves the following two main purposes:
• It enables the reviewer to redefine whether the initial assessment was correct,
as circumstances may exist that the reviewer is unaware of.
• By asking the worker what he sees to be his own strengths and development
areas often help to reduce negative responses and makes planning training
needs/inputs activities easier if the person is able to express for himself the
areas in which he feels he can improve.
CAREER PLANNING & DEVELOPMENT:
Mobilink faces much competition in the telecom industry so now they are
focusing on career Management of their employees in which they enable the
employees to better understand and develop their career skills and interests and
to use these skills and interests most effectively both within the company and
after they leave the firm. Career planning is the deliberate process through which
someone becomes aware of personal skills, interests knowledge, motivation, and
other characteristics; acquires information about other opportunities and choices;
identifies career related goals and establishes action plans to attain specific
goals. Career development is the lifelong series of activities (such as workshops)
that contributes to a person career exploration, establishment, and success ad
fulfillment.

Mobilink gives promotion to their employees on the performance basis. The

Mobilink HR department develops the employee’s career development plans in
which the HR department predicts the next logical step for their employees within
five years.

Importance of Career planning in today’s competitive world is as important as

any other HR function. Retaining your valuable Human resource today is one of
the biggest challenges that organizations are facing. So, HR needs to come up
with new strategies. Career planning and development is one of the basic tool
and strategy organizations are using for retaining their employees.

This function actually makes employees feel that they are important to the
organization and Mobilink wants them to be at the top in their careers.

However, at Mobilink this function is not fully performed or we should say this
function is not performed satisfactorily. There are some policies on these but
those are not recognized that well. One point of policy is found along with the
compensation other with the recruitment. There should have been separate head
for these policies.
As far as the practices are concerned, all the employees were reluctant to talk
about this during our interview. However, what we analyzed is that career
development is practiced but not that openly. Specially, in case if some employee
is considering of joining the competitor’s firm. If such is a case then organization
has discipline policies for that even.

Promotion Policies
The new company structure is in five layers, comprising associates, specialists,
managers, directors and chief officers------in that order starting from the bottom
and working towards the top rung of the ladder.

Until approved otherwise, it would be mandatory for the employees to spend the
following maximum period at each level before a promotion to the next level
depending upon availability of a slot:

Associate 3-4 years

Specialist 3-4 years
Manager 2-3 years
Director According to the president decision
Chiefs According to the president decision
However, employees who may not get a chance of promotion due to the non
availability of an existing slot, will be compensated by being “moved over” with in
the new salary range specified by the company

Reward System:
MOBILINK considers its employees not just as a cost but also as a resource in
which the company has invested from which it expects valuable returns. Pay
policies and programs are one of the most important human resource tools for
encouraging desired employee behaviors. The advantage of paying above the
market average is the ability to attract and retain the top talent available, which
can translate into highly effective and productive work force.

The incentive schemes and incentive objective have been clearly communicated
to all individuals and weekly progress report is also communicated to all
concerned.
Compensation and benefit plans:
Mobilink has a separate department for compensation. That department deals in
staffing and compensation planning. First of all this department has all the
information regarding who is being employed and how it is performing. What so
ever promises are made to the employees, they know that. So it’s easy for them
to design compensation plans because they know every employee which is being
hired.
Compensation and benefit plans are particularly based on performance. If
performance is up to the standards of Mobilink and the employee has good
conducts he is rewarded. After performance evaluation, results are rechecked
and matched with the standards. Based on that, proper compensation plans are
designed.

Salary policy
The company will pay salaries of the employees as fallows
o 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.
o After opening account with the bank employees should forward his
account number to HR.
o Upon termination of services the employee will receive his salary within 15
days up to the time of date of his last working day.
o Upon resignation the employee will be paid his dues during a maximum
period of 15 days from the date he left the job.

Promotions

Promotions are also reward management technique to motivate employees. In

MOBILINK promotions are based on the merit and seniority (experience) basis.
The one who performs well consistently over time gets reward in the form of
promotion.

Bonuses

The employee may receive 1 to 3 month bonus subject to evaluation of

accomplished objectives.

In Mobilink the reward system is based on the individual performance and

individual employee performance is judged for the reward. The manager of
respective departments recommends a candidate from his section for the reward
purpose to HR.

Reward Categories at Mobilink:

Intrinsic and Extrinsic rewards include:

 Smart/Quality work
 Exceptional performance in a project
 Targets achievements

 Special assignments

 Medical care
 Life insurance
 Vacations
 Relocation
 Credit advance policy provident policy/advance against provident fund and
a capping of gratuity
 Recreation
 Club Policy Travel
 Education assistance policy
 Mobile phone
 Business mobile phone policy
 Official Blackberry Policy
 Life insurance
 Medical entitlement

Health & Safety Policies

The safety of employees is everyone’s responsibility. Accidents, precaution and
efficient work go hand in hand. All levels of employees have a primary
responsibility for the safety and well being of all of us.

Therefore, interest in practicing safety prevention must be encouraged by:

a) Setting good examples.
b) Acting upon safety records.
c) Reviewing safety programs.
d) Holding personal interviews or group conferences.
e) Starting activities that will stimulate and maintain employee’s interests.
No phase of operation of administration is of greater importance than accident
prevention. It is the policy of the Company to provide and maintain safe and
healthy working conditions and to follow operating practices that safeguard all
employees and result in safe working conditions and efficient operations. Proper
First Aid Kit will be available at all Mobilink Offices including remote locations.
There is no need for such measures at Mobilink as maximum jobs do not expose
you to the health hazards and are not such that require safety measures.
However, there is a tendency of being safe in every human and that shows when
you visit some Mobilink officer to meet someone of a high designation level. You
need to fulfill various safety measures.

Employee Relations:
It is the company policy to ensure that the required standards of performance
and conduct are maintained. The disciplinary procedure is intended only as a
statement of Company policy and management guidelines. It does not form part
of the contract of employment or otherwise have contractual effect.

Discipline Procedure:
• Warning may be addressed to the employees verbally and in written
through their immediate supervisor. The warning shall refer to the
contraventions committed by the employee and will serve to remind the
employees the he/she abide by the company rules and regulations in
performing his/her work, and that this contravention should not be
repeated in future.
• A written letter may be addressed to the employee describing the
contravention committed. The employee will also be notified that a
higher penalty may be inflicted on him in the contravention is repeated
in future. The warning letter may be registered in the employees
personal file .issuance of written warning can be recommended by the
respective supervisor and HOD. It will be issued by the HR department
after approval of VP HR.
• Deduction from the salary will be an amount of employee salary
depending on the type offence and decision taken accordingly.
• The employee may be suspended from performing his or her duties for
a period of time as conveyed in written.
 • Unauthorized absence of more then two times in Six month can result
in termination of employment.
• An employee who is absent from the job with out satisfactory
explanation is considered to be an unauthorized unpaid absence.
• Discrimination, intimidation and harassment based on sex, race,
religion, age, color, disability, sexual orientation and cultural
background is prohibited at the workplace.

The Head of Department should maintain direct control of all disciplinary records.
A copy of all records must be placed on the employee's personal file in the
Human Resources Department.

All warnings will remain upon the employee's personal file indefinitely, but will
normally be disregarded for disciplinary purposes after the following periods:

• Stage 1 - Verbal warning: 03 months

Stage 2 - Written warning: 06 months

• Stage 3 - Final written warning: 12 months

• Stage 4 - Dismissal

These time periods may however be extended in appropriate circumstances

taking into account the nature of the offence.

The time period will commence from the date of the letter/memorandum
confirming the warning, even though any specified time for improvement has
expired.

Penalties:
Employee’s services may be terminated in following cases
• Insubordination
Willful failure to carry out reasonable orders including the performing
of job assigned by supervisor.
• Dishonesty
Falsification of any official company records will subject to the
termination without prior notice.
• Violation of Safety Rule
Failure is refusal to conform to safety practices or the misuse of
safety device.
 • Violence
Causing a disturbance on company property resulting from fighting.
• Profanity or Indecent Conduct
The use of profane language or engaging in immoral conduct.
• Intoxication
Coming to work under the influence of drugs or bringing drugs into
the facility.
• Willful Damage to Property
Careless spoilage, destruction of company property or material.
• One Day Absenteeism
Unauthorized absence from work for one day without notifying
employer.
• Misrepresentation
Deliberate misrepresentation of past history or other important
matters.
• Accepting Money or Gift
Taking advantage of one’s positions to accept money or gift is
against the rules of company.

Motivation:
As we know MOBILINK is highly aware of how to motivate its employees in the
best way. This can be judged by the enthusiasm and good spirit that people
show in performing their jobs. There is a well-devised system that MOBILINK
follows for the purpose of motivation. It includes both financial and non-financial
rewards along with the major Motivators and Dissatisfies.

The company recognizes the importance of making people drive towards their
goals and the basic step towards this is made through recognizing the value of
importance that the company gives to its employees. MOBILINK has a set of
financial rewards, medical, dental, vision and life insurance, retirement plan,
educational refund assistance, paid vacation days, family and work life balance
benefits and profit sharing plan, Annual bonus opportunities, company cars etc.
other ways in which employees are motivated are:
• Employees are safe in knowing that they will be rewarded for any exceptional
work. This reward is not only monetary. It is accompanied by the employee
being given recognition and greater empowerment.
• Employees are given a very beautiful and healthy work environment. Special
attention is given to make the physical environment most productive. This is
why MOBILINK offices are considered to be the most well decorated and
organized.
• As we know MOBILINK has a desire to promote the high achievers from with
in the company. Positions are given on merit and are transparent and fair in
nature. There is no special treatment. Therefore each employee knows that
he can aim for the top and actually get there. This has proved to be a great
source of motivation for the employees of MOBILINK.

Motivational factors:
Mobilink is a leading telecom company and all the employees working there feel
pride in affiliating them with the organization. It’s the biggest intangible
motivational factor. Affiliating with organization, employees are self motivated to
work and loyalty comes from within. However they have other factors too.

1) They believe in praising the good work done by employees and reward
them on that. Reward may be tangible or intangible.
2) They also arrange parties in which star performers are highlighted.
3) Also they have informal meetings after performance evaluation and
supervisors, subordinates, colleagues talk about there success and are
motivated through intrinsic factors.
4) Delegation of authority and empowerment re the tools which they use to
motivate employees and that is how they keep up the good work.
5) Creates an atmosphere without company politics.
6) Treats employees fairly.
7) Provides constructive feedback instead of criticism.
Conclusion:
After studying all the policies and procedures of Mobilink we can conclude that all
the matters related to Human Resource Functions are dealt carefully.
HRM selection tools help to screen out people who are not team players and
cannot handle ambiguity and stress.

Moblink is surfing costs a billions of dollars in computers, advertisements and

other resources but matching its vision and mission statement mobilink is also
surfing a lot in training and development of the employees as well.

Moblink website during the current era of technology is helping HR managers to

scrutinize potential candidates by posting jobs on website as well.