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Service Provider Careers
Service providers need a cadre of employees at all levels to support the growing and evolving initiatives of global enterprise customers. These careers depend upon many factors, including
“Onshore” services, provided personally where the customer is located, cluster around contact-based functions such as:
“Offshore” services, performed in a location distant from the customer’s offices, cluster around back office and middle office functions. Such functions may cover include any task or role that can be performed remotely using telecommunications and information technology.
As outsourcing moves up the value chain to knowledge process management (“KPM”), individuals performing “offshore” KPM services will require advanced training in the business strategies, legal environment and compliance obligations of enterprise customers. In short, the individuals providing KPM services will be experts in the particular fields of knowledge, such as medicine, stock market analysis, law or accounting. As KPM reaches new levels, KPO service providers could develop business judgment to advise enterprise customers on matters of business judgment. At such advanced levels, KPM could result in tectonic shifts in the way international business is done. Codes of ethics will be necessary to protect against abuses of confidential information and conflicts of interest.
Innovation in human resources is driven by cross-border outsourcing. As a result of international outsourcing, employees and employers are being increasingly challenged to develop innovative human capital programs that create global standards of quality, collaboration of teams across borders and evolving process-driven job descriptions.
The law governing the employment relationship is determined by the place where the employee performs the services. Even for service careers that require frequent travel to inspect service delivery centers or customer operations, one country’s laws must be chosen to govern the employment relationship. Before entering into any employment relationship, the prospective employee must consider the impact of the local laws upon such issues as employment at will, non-competition covenants, intellectual property rights and regulation of changes in the employment relationship.
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