Shared Services Handbook
Shared Services Handbook
Shared Services Handbook
|Who We Are
Established in 2013, EBEX is an innovation of a 90 years young Essel Group, a $5 billion
conglomerate having 10000+ employees.
Led by Dr Subhash Chandra, the group has diversified interests in the Media, Entertainment,
Education, Infrastructure, Precious metals, Lifestyle, Wellness, Packaging and Technology sectors.
Going by our repute of being pioneers, EBEX is the first shared service for media and
entertainment sector in India.
EBEX was conceptualized with an objective to digitally transform business processes into
innovative centralized systems, creating a “Centre of Excellence”, while focusing on “One
World” philosophy. Headquartered in NOIDA, India, EBEX team believes in leveraging process
discipline & innovation through shared services, empowering digital transformation of any
business.
Started with a team of hand-picked seasoned professionals from within the group and industry
experts having global exposure in shared services, today EBEX is 250+ people strong and is
growing every day. Our services are led by experts in their respective domains, possessing rich
experience across different industry verticals. Within 2 years of being in operations, EBEX is
already serving 30+ different entities for 14 different processes.
Better known as COE (Centre of Excellence) of the Essel Group, EBEX is playing a pivotal role in
the digital transformation journey of the group.
Mission Statement
Values We Imbibe
Our Values reflect our customer focus. We firmly believe that we grow when you do.
We believe in :
Customer First
First Time Right
Agility
Integrity
Collaboration
Ownership
|Numbers Speak
Within 2 years of being in operations, we have:
|Our Approach
Our approach to every project is simplistic and step by step. As it is said, one of the biggest
challenge in any business is "Change Management" and here we have a competitive edge.
Every process at EBEX further represents a series of sub-processes. We centralize, standardize,
organize, analyze and then optimize at each step of the process to ensure creation of robust
value chain. This approach has always resulted in improving efficiency, reducing TATs, and
multiplying output. Before any radical changes happen, we pro-actively assess each step and
implement improvements at micro levels.
EBEX, strives to give a delightful experience to clients with every process, first time and every
time, at each point of connect. Setting high benchmarks and challenging our own set standards
by improving further is the modus operandi at the code of every EBEXite.
|Value Proposition
EBEX strives to empower partner businesses by offering solutions to overcome their operational
challenges while adapting to robust & sustainable processes, innovative solutions & cutting-
edge technologies. While we respect the confidentiality, our state of art IT infrastructure ensures
data security. Our value enablers are:
|EBEX Advantage
EBEX understands the difference between our offerings and your expectations. While fulfilling
your expectations, we are filling the gap with right set of deliverables.
Our services start right from assessing the business requirements with the WHY, WHAT and WHEN
based need analysis –
WHY? – Why the current business model is not syncing with the external factors as efficiently as
needed causing failure in delivering expected results?
WHAT? – What is needed to be done to bring in best practices and cost effectiveness with
responsive and result oriented approach to business?
WHEN? – When is the right time to shift to shared services to bring in efficiency? As an
organization, are we ready to undergo the change needed to not only sustain but boost the
growth observed till now?
When evaluating the need of the organization, we try to address the following:
A study of the answers to questions above will lead to the need of shared services for being in
efficient processes, enabled with latest technologies and best practices from around the world
so the people could focus on their core functions bringing in business growth.
i. Accounts Payable
The cycle starts from a user putting his requirement on a web based workflow portal,
includes DMS, GRN (Service Entry), invoice posting as well as vendor payments and runs
through periodic reports indicating volumes, TAT, SLA adherence on external side while
productivity, timeliness and efficiency on the internal side.
a. Repetitive tasks
b. Manual management
c. Lack of control on process
d. Structural complexity
e. Deriving Reports
f. Person dependency
Benefits Received: Leverage our finance and accounting shared services and gain benefits like:
Then Now
No clear responsibility and timelines for book Dedicated team with assigned responsibility
closure of each work item. Firm Periodic closure
dates
No defined SOP Standard and defined SOP for each work
item
Decentralized activities - resulting in lack of Centralized activities - translating into more
efficiency and underutilization of resources controlled and efficient output
One person - many jobs. No benefits of scales One person - one job, efficiencies of
repetitive tasks achieved, lesser errors
Payments through cheques resulting in delays Online payments through NEFT, Timely
in processing resulted in vendor angst processing of invoices results in Partner
satisfaction
|Human Resource
With its cutting edge technology innovations in all its HR processes, EBEX is leading to complete
transformation of business practices, performance and people as assets. Identifying the
challenges normally faced by HR teams in different organizations, EBEX team has created a
multi-lateral approach targeting at transforming the HR department. We have mostly
standardized each HR function with technology led automated process and approvals through
system.
i. Talent Acquisition
We offer a complete talent acquisition service right from sourcing, screening to
finalization. The automated talent acquisition dashboard includes Time to Acceptance,
Sourcing Mix by band, Job Requisition Report, Selection Rate, Recruitment Cost, etc for a
complete reference to each hiring, making the hiring and joining process very simple
and quick.
v. Performance Management
EBEX has executed the PMS in an efficient manner with the online PMS system where
performance & goals are linked. Systematic and easy cascade of goals is defined to
ensure the organisation’s objectives are met.
Concerns Addressed: Few critical, to quality and growth of business, concerns, are:
Benefits Received: Leverage our Human Resource services and gain benefits like:
With same no. of people in the payroll team, we are managing 23 companies in 2016 Vs 18
companies in 2015, and 10000+ employees (Vs 6669 in 2015) saving significant number of FTE
and costs.
i. Source to Contract
EBEX’s source-to-contract outsourcing services deliver breakthrough enhancements in year-
on-year savings, empower your team to do more with their time and drastically improve
return on operating costs.
Concerns Addressed: Few critical, to quality and growth of business, concerns, are:
a. Cost Efficiency
b. Vendor negotiation & finalization
c. Contract life cycle management
d. Accounts payable productivity
Benefits Received: Leverage our sourcing & procurement shared services and gain benefits like:
EBEX has brought in significant cost efficiency in various common items procured. Group level
dealings, higher volume of buying, better negotiations and efficient backend processes have
collectively given this yield of 8% to 30% savings
|SAP Services
At EBEX, the SAP team consists of seasoned professionals possessing experience in different
industry verticals within and outside the Essel group. Consisting of Chartered Accountants,
certified consultants and core SAP experts, this team is managing the entire SAP suite for 50+
companies of the Essel group.
Concerns Addressed: Few critical to, quality and growth of business, concerns are:
Benefits Received: Leverage our SAP shared services and gain benefits like:
a. Enriched Expertise through mature and efficient support processes following industry
best practices
b. Change Management through step by step execution, monitoring and support
system
c. Business advantage through uninterrupted SLA based reports
d. Cost Flexibility through multiple levels of implementation
e. Scalability through need based upgrading of service plans
No of entities on SAP has gone up from 26 in 2014 to 52 in 2016 – which is 100% increase, whereas
no of active users ( license consumed ) has come down from 920 to 670 – which is 27% reduction
|Travel Desk
EBEX offers services to take care of all your domestic and international travel needs,
with lucrative corporate offers, and its tie-ups with most of the airlines. Travel desk
service includes end to end services ranging from ticketing, hotel booking, cab
booking and process ranging from travel requisition & approval, travel expense
checking, travel reimbursements, related reports as well as payment to vendors for
travel, hotels, & car hire etc. Handling of T&E expenses in organizations is done with
cost effectiveness and transparency.
Currently EBEX facilit ates end to end travel services for all employees across Essel
group.
Our 24X7 travel desk services include, but are not limited to:
i. A travel portal for travel requests and expense claims with company defined
approval workflow and policy mapping
ii. Airline reservations and ticketing, including pre -assigned seating when
available
iii. Reservations and documentation for hotels, rail travel and car hire as
required
iv. International travel advisory services and assistance in obtaining passports
and visas
v. Refunds, cancellations and re-bookings
vi. Reporting and advice on travel spend
vii. Capturing and reporting deviations
EBEX Travel desk executives have rich experience in travel and hotel industry and
ensure best services to our clients.
a. 24X7 availability
b. Ever fluctuating costs of tickets
c. High & irrational cancellation charges
d. Governance & reporting tool
Benefits Received: Leverage our travel desk shared services and gain benefits like:
|Business Services
Keeping in mind the necessity to pull ahead of competition through innovative ideas and tools,
EBEX team is always ready to provide clients with business services, bringing in efficiency and
business intelligence in different key areas.
Benefits Received: Leverage our Business services and gain benefits like:
|Legal Processes
Mission of our Legal Team is to provide outstanding legal solutions to its group entities and clients
in the areas as illustrated below with a strong emphasis on ethics
Concerns Addressed:
Benefits Received: Leverage our legal process shared services and gain benefits like:
i. IT Infrastructure
EBEX adds value to your business by providing IT Infrastructure Services that comprise of
Service Desk - capable of managing user endpoints that includes configuration and
troubleshooting, governed through an astringent escalation matrix. Centralized Datacentre
and Cloud Support team are structured as Level I, II and III who centrally deliver their support
services through remote infrastructure management. It gives a 360 0 effective view of the
entire network, helping in managing data security through early warning and intrusion
detection systems.
Your Concerns Addressed: Few critical to, quality and growth of business, concerns are:
Your Benefits Received: Leverage our technology & automation shared services and gain
benefits like:
|Our Clients
We proudly share our experience of diverse industries:
Essel BUSINESS EXCELLENCE SERVICES as the name goes….., this shared service division has truly shaped
up over a period of time and is helping us enhance the processes to the desired level. Standardization
of systems is an appropriate long term objective for this unit! There is an excellent team at EBEX who
not only excels in giving maintenance support but also helps understand the development needs and
caters accordingly. Good Luck to team to make this unit climb up the ladder in the shared service
fraternity!!
EBEX to us stands institutionalised giving SITI seamless support for transactional processes across
functions. PHR has been a good beginning helping us to effectively automate our Human Resources
function. With a few hiccups initially, we now have fully migrated to the system and are reaping its rich
benefits.
Subject Matter Expertise coupled with our organization specific requirement that is possessed by EBEX
has made our experience very rewarding and enriching. After the initial few hiccups, we saw ourselves
getting to the stage where we got what we wanted.” We can now focus on our business without being
worried of the backend processes.
Initially my impression was not good because of few teething troubles . However now I treat EBEX as an
extending arm of us in letter as well as in spirit. With mutual cooperation and guidance, this is a game
changer. Keep doing the good work. Kudos to team EBEX!
My experience with EBEX over last one year has been, put simply, improving positively every day. EBEX
leadership and team are constantly out there trying to beat your expectations and that’s a good sign
for a developing team. Bit by bit, they are getting things right and ensuring EBEX evolves as a true world-
class shared services organization. Going forward, I am sure EBEX can diversify in terms of mix of services
offered and the clientele as well. My best wishes to Team EBEX for a great future!
|Management Team
Sanjay Gupta is a computer science engineer from IIT Roorkee, having 25+
years of IT experience in varied industries in public and private sectors
including MNCs. He is a technology leader with a strong technical
background. He has led many ERP implementations (Peoplesoft, Oracle, SAP
and SuccessFactors) across industries.
He has proven skills set with global delivery executing it projects for clients like
Amex US, ABN Amro Bank Netherlands and Coop Financial Services UK etc
to name a few.
He has proven his expertise in many ways in pivotal role driving many key
projects.
Along with all SAP services, he also works on ideating and creating business
processes for bringing efficiencies, standardizations and enabling smooth
transition to digital formats of processes.
He has handled commodities at large scale with all renowned brands & holds
expertise in all kind of sourcing and procurement.
Sanjay plays a key role in adding value to the different business verticals as
a principal advisor and leads an entity oriented in-house legal team to
handle corporate, commercial litigation including all other legal issues.
|Contact Us
Thank you for your interest in knowing more about EBEX and our offerings. We hope that most of
your queries were answered with the details provided in this handbook. In case of further queries
please feel free to contact us.