_VOIS Presents

Vantage 2020
Reimagine the Future

About Vodafone:
Vodafone Group Plc is one of the world's leading Technology Communications groups, with a
significant presence in Europe, Middle East, Africa and Asia Pacific through the company's subsidiary
undertakings, joint ventures, associated undertakings and investments. These entities operate in over
24 countries as our Operating Companies or OpCos , as ell as in 48 partner markets.

About _VOIS:
_VOIS is a strategic arm of Vodafone Group Plc, for which it creates value by enhancing quality and
efficiency of a number of processes in the IT/ ITeS domain. Established in 2006, _VOIS has evolved
into a global, multi-functional organisation that currently has centres across India, Egypt, Romania
and Hungary with over 24,000 professionals.

We were formerly known as Vodafone Shared Services (VSS). Over the past 14 years, we have played a
key role in enabling the Vodafone strategy, and delivered more than 1 billion euros in value. But we
have outgrown our traditional shared services origins. Our talent and innovative technologies are at
the heart of our transformation, moving us forward into an exciting future and powering even greater
value to Vodafone. Along with an exciting business strategy, we have a new name and brand identity
that better reflects the impact that we make for our people, our partners and our planet. United by
shared values and a common purpose, we are committed to driving the innovation and intelligent
solutions that move the world.

_VOIS has matured over the past 14 years, delivering value to our partners. In recent years, it has
transformed its approach from being a reliable service provider to becoming a strategic partner with
focus on Technology and Transformation. Therefore, _VOIS is now a key lever for Vodafone to drive
Transformation and Optimisation initiatives across the organisation. It plays its part by effectively
enabling the Vodafone strategy and delivering cost optimisation, innovation and higher levels of
profitability.

About _VOIS India:

In 2009, _VOIS started operating in India and now has established global delivery centres in Pune,
Bangalore and Ahmedabad. With more than 12,000 employees, _VOIS India supports global markets
and group functions of Vodafone, and delivers best-in-class customer experience through multi-
functional services in the areas of Information Technology & Networks, Digital Business Solutions,
Enterprise Operations, Customer Operations, Finance, Supply Chain, Business Intelligence & Analytics
and HR Operations, etc.

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 Understanding the Service Lines

Information Technology & Networks: Information Technology & Networks forms the
backbone of telecom operations. This team provides expertise in application development &
operations, UI/UX, ERP, data security, testing, infrastructure management, laying of fiber
cables and transitioning to newer technologies. Ensuring network operations continuity is
another responsibility that this service line delivers.
Digital Business Solutions: In order to achieve the goal of Digital First , optimising the
existing processes becomes important. This team aids _VOIS and Group in analysing and
benchmarking processes and mapping it to digital frameworks. After analysis, it further helps
in simplifying and automating the identified opportunities. They are the main engine powering
efficiencies across verticals, having RPA, cognitive and advisory as its core areas of expertise.
Enterprise Operations: In order to achieve the business efficiencies in the 26 local markets,
this team offers high-level capability by providing marketing, digital sales, product, service
transition, bid management, pre-sales & commercial operations solutions.
Customer Operations: This team provides customised support and outreach capability to
Vodafone local markets by offering web chat, voice support, e-mail support, credit &
collection, fraud & research and back office solutions. This team has been integral in providing
multi-lingual services, managing transactions that run into millions each year.
Finance: This team helps in achieving the synergies for group markets by offering
consolidated financial solutions in terms of working capital, accounting, tax and advanced
finance services for Vodafone operating companies across the globe.
Supply Chain: The SCM capability centre provides support globally with centralised processes
and focusses on efficiency through dedication and innovation. The service line leverages its
expertise & global outlook in managing end-to-end sourcing, contract management,
purchasing operations & supplier evaluation, among others.
Business Intelligence & Analytics: In the era where data is the new oil, the Analytics and
Insights team recommends customised solutions to make the business more efficient. This
team helps in turning insights into opportunities, predict business outcome and prescribe
actions. It further helps businesses to measure and improve KPIs. The team specialises in using
sentiment analysis as a tool as well.
HR Operations: There has been a significant shift in the world of human resources and how
employees interact with an organisation, and this team helps in keeping up with the changes.
It provides a digital HR experience to employees across most operating entities of Vodafone.
It further aids in implementing the next generation HR systems and enhancing employee
experience overall.

Our Vision: We aspire to be Vodafone Group s partner of choice for Talent, Technolog , and Transformation.
Our Strategy: People Led, Digitally Enabled, Partner Powered.
Our Mission: Provide scale @ speed to fuel efficient growth.

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 Future of Work, Workforce & Workplace for _VOIS

The situation around the COVID-19 pandemic continues to evolve and therefore the need of the hour
is to rethink about the organisational transformation, re-align operations and ensure the safety of our
employees. In fact, the pandemic crisis has highlighted the importance of human skills like agility,
innovation, and getting it done together.

With this sense of the future in mind, the challenge for the organisations is to adapt to the newly
defined aspects of Work, until a new normal emerges. While we shift from the response phase of the
pandemic to the recovery phase, this presents strategy leaders with a unique opportunity to re-
envision how to achieve the goals and plan a strategy to ensure the business operations is on track.

A recent study by Korn Ferry also found that while 90% of organisations believe that the COVID-19
pandemic will negatively affect their business and directly affect their revenue in 2020, more than half
of leaders (51%) were confident that the overall market would recover within six months.

In these times, many people around the world are working from home, as most countries remain under
lockdown to prevent the spread of COVID-19. Working from home has been a growing trend in recent
years as it offers several benefits ranging from reduced commute time to health benefits, which helps
strike a manageable work-life balance. However, according to a recent study, 20% of the people
working remotely felt that connecting and collaborating with colleagues is a challenge while working
from different locations. In addition, 18% of respondents claimed, they feel isolated while working
remotely.

Whilst incredibly important, lot of organisations have been thinking of creating their own COVID-19
strategy, it is also important to be consider various factors which directly impact the Work, Workforce
and the Workplace.

To sum up, organisations can do much to design the future of workforce and workplace. Not only that,
there is an increased demand for higher cognitive skills, such as creativity, critical thinking, decision-
making, and complex information processing. The future of work will also require workers everywhere
to deepen their existing skill sets or acquire new ones.

To adapt to the future changes and harness new technologies to their full effect, companies will need
to retool their corporate structures and their approaches to work. This significant change will require
organisations to redesign the business processes completely and focus towards the overall strategy.

When we speak of future of work, it is not just identifying new ways of working or new workplaces, or
even automations, but it is also about how organisations can enrich the capabilities of humans and
integrate into the workforce, and improve their resilience in future times.

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 Business Challenges

1. Future of Workforce
A major consequence of the COVID-19 pandemic has been the workplace transition to the
home front. The implementation of Work from Home (WFH) on a large scale has led companies
to rethink traditional work arrangements. The rapid adoption of remote collaboration by
companies has opened a window of opportunity for accelerating workplace transformation
and digitally-enabled environments.

Prepare an end-to-end Workforce strategy on how _VOIS should identify, build &
manage the talent for future. Take into consideration, but not limited to, talent acquisition,
adding new capabilities and skillsets for the remote teams and employee performance
management.

2. Workplace Innovation
In this new ecosystem, organisations need to rethink the way offices are designed. Few space
aspects of modern workplaces will have to change if employees are to return to their desks
safely. Increased focus on health and hygiene will be the priority, which gives new meaning to
the idea of working in the offices. It is also very important for organisations to have a strategy
to engage the employees and enable collaboration in future.

How should the workplaces be re-designed keeping in mind the compliance & safety of
employees? In addition, what should be the strategy that the company should follow
to enable employees to continue to engage and collaborate in future?

3. New Products & Services

While we take measures to solve various challenges that the pandemic has thrown up, there
are different set of opportunities that have been created for innovation. What are some new
digital products and processes that can be explored/adopted by _VOIS to assist their
customers in aiding quick recovery and gaining competitive advantage?

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 Appendix

People Matters interview with Surender Mehta Director of HR, _VOIS India - Link
Live Launch Event with _VOIS India Leadership - Link
Our Social Media Pages:
o Facebook
o LinkedIn
Important Websites:
o Website
o Careers Site

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