_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 well 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.
 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, Technology, and Transformation.
Our Strategy: People Led, Digitally Enabled, Partner Powered.
Our Mission: Provide scale @ speed to fuel efficient growth.
 HOW DOES _VOIS BECOME THE PARTNER OF CHOICE FOR
TALENT, TECHNOLOGY AND TRANSFORMATION FOR
VODAFONE GROUP & MARKETS?
Over the last decade, _VOIS has become a truly remarkable organisation, with a group of innovative
people from around the world, backed by some of the most advanced technology. They have become
the power that drives Vodafone forward, but as our partners and customers continue to change the
way they operate, we are with them on their journey. In our quest to provide scale at speed and
become group’s leading global partner for talent, technology and transformation, _VOIS announced
some key priorities, which are summarised below:

1. Hyper Automation of transactional services

2. End-to-end focus on processes and data insight
3. People focus on specialised & creative scope to add value and innovate
4. Partnership ecosystem of all shapes and sizes to deliver solutions
5. Success to be measured by measurable business change
6. Commercial models incentivising outcomes, not effort

In our quest to become the partner of choice for transformation projects for the local and partner
markets, the immediate task lies in identifying the right product and services portfolio that we can
offer to Group and local markets. We also need to understand clearly how we achieve the right split of
target between the consultancy services we offer, the new digital services and products that we add
to our portfolio and simplification/automation opportunities we identify for our markets.

Given the current operating model in place, and our focus on measuring success basis the business
change that we bring, and having commercial models to incentivise outcomes, there is a need to bring
in a major shift in the way we look at digital tools and products. It is time that we start associating
benefit levers to the products and services before implementing them. These levers can either be
operational (Productivity, Speed, Quality, Volume), financial (Revenue, Cost, EBITA, Cash Flow), or
experiential (Customer Experience, Employee Engagement) in nature. In addition, the markets and
geographies that we serve are very diverse in terms of work culture and ways of working, so there is a
need to communicate and establish that we are able to provide localised and personalised service to
each of these markets.

We have a 24,000+ strong employees’ organisation, and we are proud of it. In order to leverage their
strengths and assign them to the right transformation opportunities that are available, a robust
operational plan is necessary. At present, these employees are engaged in their day-to-day projects,
and we may not have a pool of resources readily available to be on-boarded to a project as soon as the
consultancy requirements come from markets.

In addition, given the nature of work the existing employees are performing, a central visibility of
available pool of skills is not there. However, the skill-sets required for consulting projects are defined
by the markets when the consulting projects come to _VOIS. This highlights that there is a lack of
mechanism that can be leveraged to capture the skill-sets of these employees, and further perform
the skill gap analysis and make them future ready.

We have set a vision of becoming an overall partner of choice, however the deep waters haven’t been
tested for us in all the fields. Hence, we continue to bid for projects around strategic management
consulting, operations, program management and secondary benchmarking, building on the core
strengths that _VOIS possesses.

However, in order to bid for these transformation projects and win them, _VOIS faces fierce
competition from third party consultants, and we are still on our way to achieving the sweet spot of
right financial leverage that we can offer.
 Business Challenges

1. Delivering Benefits

Assuming _VOIS has a target of delivering benefits of 100 million euros over the next 5 years
by offering consultancy services, offering new digital services and simplifying/automating
processes, what should be the year-on-year plan to meet our targets by 2025?

2. Products & Services

What all digital services and product offerings can _VOIS have in its portfolio and what kinds
of Benefit Levers (Financial, Operational and Experiential) will it provide such that _VOIS
becomes the Technology & Transformation driver for Vodafone Group & Markets?

3. Operating Plan

What should be the scalable operating plan at _VOIS to keep the right pool of resources
available for consulting assignments when the demand comes without affecting the BAU
roles?

4. Capability & Skilling Plan

Basis the solutions proposed in last three problem statements and keeping the scale of the
organisation in mind, how should _VOIS perform the capability planning, skill mapping and
upskilling of our employees for Technology Communication (TechCom) consulting?
(Sample list of existing roles, skill-sets and certification at _VOIS had been added in Appendix)

Key Assumptions

1. We aim at achieving our targets by offering services to five markets, namely UK, Germany,
South Africa, Italy and Spain.
2. We have not achieved any benefits so far this year.
3. The estimated cost of an FTE in any of the mentioned markets is 50,000 euros.
4. The cost arbitrage we offer to our markets is that for any role that we offer, we charge 40% of
what any third party consultant would charge.
5. Take assumptions, wherever required.
 APPENDIX
Links:

 Live Launch Event with _VOIS India Leadership - Link

 Our Social Media Pages:
o Facebook
o LinkedIn
 Important Websites:
o Website
o Careers Site

Exhibit 1: Expertise and Roles that we offer to Vodafone Markets from _VOIS

Exhibit 2: Top Certifications and Skills we have at _VOIS