EMERGING MARKETS A POCKET GUIDE

Transcription

1 V EMERGING MARKETS A POCKET GUIDE 1

2 As a new economic and political landscape is being defined by the influence of emerging markets growth, global organisations are seeing their own corporations change. Firms increasingly do business in locations that would not have been contemplated historically, creating ever greater complexity for international assignment management. Greater awareness of these markets is absolutely critical for business leaders and managers as more are sent on international assignment to such destinations. What is also clear is that emerging markets are providing additional talent challenges and opportunities that in-house HR teams must understand. For global firms, this is not just about expatriates going into new locations. If they are yet to see expatriate flows out of emerging markets, it is only likely to be a question of time before this occurs. Adding to this mix are firms headquartered within emerging markets, where they themselves are now sending significant numbers of people overseas. In many respects, global business complexity continues to develop at pace and global mobility professionals need more help than ever before to navigate successfully through it. The Santa Fe Group guide for businesses considering expansion within Emerging Markets tackles every aspect of the relocation lifecycle; from pre-departure through to post-arrival, and offers real insight into the array of challenges faced in hardship locations and how these can be overcome with the backing of strong subject knowledge and the right kind of support. STUART WOOLLARD Director, Management Learning Board, King s College London and Director of the King s & Cornell International HRM Academy 2

3 Changing Trends The Santa Fe Group has observed a current trend in the Global Mobility marketplace which sees multinational companies branching out their operations into emerging markets. Countries such as Myanmar, Russia, China and India, particularly tier two or three cities, have been popular hotspots for progression. If your company is looking to relocate employees outside of traditional expatriate destinations, you will find the Santa Fe Group s guide to challenging locations extremely useful. This guide has been compiled by our relocation experts who have on-the-ground knowledge and experience of the challenges which non-traditional relocation destinations can bring. First-hand Experience With offices in the world s key emerging markets, the Santa Fe Group has first-hand experience of relocating employees in challenging and remote locations; having developed innovative solutions and methodologies for our clients in hardship locations for a number of years. We first pioneered services to challenging countries behind the iron curtain in the 1970s, and later established the first relocation company in Russia. Additionally, we opened in China as early as 1984, long before the country opened up to significant economic development and was still in the throes of communism. China is now a popular expat destination. The Next 11 In 2005, Goldman Sachs identified the Next 11 (N-11) largest populations after Brazil, Russia, India and China (BRIC), which combined with economic and political conditions could greatly impact the global economy. The N-11 countries include Bangladesh, Egypt, Indonesia, Iran, Korea, Mexico, Nigeria, Pakistan, Philippines, Turkey and Vietnam. 3

4 Feedback from Worldwide Survey Research from the Global Mobility Survey shows that Emerging Markets are now overtaking as the most common destinations for international assignments, forcing organisiations to overcome new challenges that present themselves in these areas. Read the full report at: Peggy Smith, CEO Worldwide ERC, claims that the increasing range of countries and cultures require more awareness and consideration of multiple factors. Introducing a Pocket Guide It is this local-level experience in locations such as these that makes us experts in this subject. We have offices in many of the world s hardship locations and have provided holistic relocation services to suit our clients needs in these areas. The Santa Fe Group is proud to introduce this practical guide to relocating employees in hardship locations. 4

5 Emerging markets can cause organisations to venture into second and third tier locations. Though this can potentially lead to higher business returns, as they often experience rapid economic growth, many factors need to be considered when deciding to expand in these locations. Considerations include the city's infrastructure that is not fully developed, whether or not locals can speak English, the possibility of an unstable government, low education levels among general population, and so on. As Destination Service Providers, we assist organisations in the preparation and management of global mobility programmes. With a focus on the needs of the foreign experts sent to such locations who are striving for success in a rather complex environment, we provide a full scope of services to the organisation from pre-arrival to post-departure support. Pre-move considerations HOUSING Key challenges: Quality of housing may not meet international standard due to lack of resources and climate issues. Expat housing options are very limited or non-existent. Provide Analysis Report after thorough check on property market and trends. Determine potential housing options and costs. EDUCATION Key challenges: International schooling options are limited or non-existent. School curriculum programmes offered may not be able to support students with special educational needs or meet international examination board standards. The best school option may be a long commute. Language support (besides English) is not always available. 5

6 Safety and security of the school must be considered. which may lead to difficulties in getting around. Conduct thorough and detailed research on international/foreign schools in the market including the nearest options, with analysis report provided. Determine curriculum programmes and schooling application/registration processes. School tuition fees and miscellaneous costs incurred, such as private school bus, excursions, etc. LANGUAGE BARRIERS Rural locations still communicate in the mother tongue language and local dialects. Expats will not be able to communicate with locals without local language knowledge, Identify language training providers in rural area and costs involved. Conduct survey or collect feedback from foreign expats who used to live or are living in such rural locations to identify level of language. Understanding will be required for foreign expats in order to adapt in a new market and living environment. MEDICAL FACILITIES Only local facilities are available. Language barrier between foreign expats and hospital/clinic staff. Hygiene and medical devices/equipment used may not meet international standards, and may be insufficient to support patients with serious or chronic illness/diseases. Conduct research on medical facilities available in the area. 6

7 Identify options of medical facilities within or nearest to the area. ENVIRONMENT High level of air pollution. Congested roads and heavy traffic. Seasonal climate. Set appropriate expectations on local environment and living conditions. Suggest quality air purifiers to fight air pollution in living accommodation. Recommend housing which is nearer to work locations and in secure, gated communities to avoid heavy traffic. VISA AND IMMIGRATION Government bureaus are inexperienced in processing Visa applications for foreigners. In addition, foreign employment procedures are not wellestablished, which can cause slow processing times and unreasonable requirements. Delayed processing, which can have an impact on assignment start dates and business travels. Scenarios below create further problems and complicate the applications: Same-sex marriages may not be recognised in some locations. Common-law marriages may not be recognised in some locations. HIV-positive applicants Health check is a compulsory step in some locations before applying for Work Visas. Insufficient documentation / information to support the minimum requirements of a Work Visa application i.e. lack of work experience, no 7

8 educational background, criminal records, etc. Organisation has not set up business entity, there is no sponsoring company, or no legal company documents, i.e. business licences in the location. Research with proper government bureaus to determine application process flows. Propose solutions/advice for different scenarios to minimise any potential risks for both employees and employers. HOUSEHOLD GOODS SHIPPING Most second, third, and fourth tier cities are inland and transportation may be difficult Potential issues: Customs officials may not be familiar with the process and may cause delays. Clearance process may take longer than usual which causes additional storage fees and demurrage fees. Aircraft capacity may be limited which forces the use of smaller air cartons for air shipments. Locate and identify closest ports of entry. Work with local customs officials to determine process flows and the necessary documents are there for clearance. Provide all-risk household goods insurance to protect against loss or damage. PET MOVE Cats and dogs are generally allowed, however there may be additional considerations for other types of pets such as birds, turtles, etc. Regulations for pet moves are inconsistent in different cities even though in the same country. Contact customs officials and port of entry about procedures in that specific location. 8

9 Provide process flows and advise documents where necessary. Advise of pet care services available in or nearest to the area. CULTURAL DIFFERENCES Different cities in the same country have different cultures and backgrounds. Lack of understanding of local practices and refusing to understand local cultures and people may lead to frustrations and emotional distress. Identify cultural training programmes specific to location. Provide cultural training to foreign expats prior to arrival. DAILY LIVING Shopping, groceries, laundromats, restaurants, bars, etc. may be scarce. Venues close earlier than what foreigners may be accustomed to. Options for leisure / social activities are limited. Analysis report on the city s infrastructure including leisure / social activity information around and near the area, based on public surveys / feedback. Set expectations for future foreign expats, but more importantly for the trailing spouses. VALIDATING CANDIDATES Foreign expat candidates may be interested in moving to the area but may not be able to adapt to the local living environment. Pre-decision trips will allow us to understand the expats and their needs, and provide feedback / 9

10 comments to HR on our thoughts and their adaptability level. TRANSPORTATION Local transportation normally consists of public buses or taxis and roads are confusing when no-one speaks English. Inconvenient for foreign expats to get around. Difficulty in procuring and processing a driving licence. If interested in self-driving, roads may have very different rules and customs to what expat is used to. Research for car rental companies which include chauffeur service. Analysis report included and costs. Research into driver s licensing. Provide cultural training to foreign expats prior to arrival. RELIGIOUS FREEDOM Some countries are not open to certain religions (i.e. Jews in Malaysia, Christians in Saudi Arabia, etc.). To assess the government s stance on religion and provide analysis. DIETARY CONSIDERATIONS As foreign restaurants are already scarce in these locations, it will be an added challenge to accommodate those with dietary requirements (i.e. vegan, halal, kosher, allergies, etc.). Identify restaurants in the area that meet the requirements. Research options for ordering special ingredients online. 10

11 On Arrival Support checklist VISA AND IMMIGRATION Assist with taking expat to local immigration office upon arrival. Assist with registering expat with local immigration office and police station. MEDICAL / EMERGENCY SUPPORT Provide contact numbers for foreign expats to call in emergencies. Assist with any required translation. Offer assistance with health and life insurance options. LANGUAGE IMMERSION Conduct Needs Analysis with foreign expat. Liaise with language training schools. Arrange language lessons. Group lessons will provide support and comfort, knowing others are in the same boat. CROSS-CULTURAL TRAINING Arrange cross-cultural training for foreign expats. Proposed timeline: one session three weeks after arrival; another two to three months later. Timeline will allow foreign expats to grasp and apply the learning throughout assignment. Group lessons will provide support and comfort when sharing experiences amongst each other. HOME SEARCH Provide accompanied property viewing and assist with setting expectations that would eventually lead to realistic options. Be transparent throughout the process in a non-transparent market. SETTLING-IN SERVICES Assist the family with settling-in; including opening a local bank account, registering for a local mobile number, shopping assistance, etc. 11

12 Introduce local methods of paying utility bills, phone bills, understanding the currency, etc. Assist with finding a maid service if required and provide advice on the process, costs and liability of getting a maid. Allows the foreign expats to focus more on work and family while we take away the housingrelated stress. CONCIERGE SERVICES We are always a phone call away. Assistance with any translation or accompanied services when needed. Assistance with organising household goods and fire insurance. TRAILING SPOUSES SUPPORT Not enough activities to do in new location. Work opportunities are minimal or non-existent. Post-Arrival Support checklist TENANCY MANAGEMENT Support foreign expats in managing any issues related to housing throughout assignment. Engage spouses in entire assignment process. Collaborate with spouses to create social networks, volunteering networks and social groups. 12

13 Coordinate weekly or monthly gatherings for trailing spouses and children s play groups. Create interactive website / blogsite / online groups for spousal support. Determine recreational classes / courses within the locality. Suggestion: Companies to provide special budget / allowance for spouses to arrange recreational activities they like. FLEET MANAGEMENT Identify car company. Aquire driver requirements from foreign expats. Interview drivers. Set up car lease. EXPENSE MANAGEMENT Expense Management Services (Administration). Pre-Funded Expense Management. Fully Funded Expense Management. Emergency Payments. Post-Departure Support checklist SECURITY DEPOSIT REFUNDS Closure of all outstanding utility bills. Securing deposit refunds. Updating HR on status. The Santa Fe Group observes the most common issues as follows: 1. Understanding and accepting local customs/culture: a) Gift giving. b) Incentive payments. c) Driving/road etiquette. d) National holiday celebrations. e) Locals speaking tones (i.e. what may sound like a screaming match to foreign ears is merely a friendly conversation). 13

14 f) Local habits (i.e. China spitting; Malaysia eating at street vendors; Doha locals do not line up and so on). g) Bank accounts no joint accounts. h) Smoking habits (i.e. China smokers are everywhere; in restaurants, in taxis and public areas). i) Locals may flock to young foreign children and take pictures and touch their hair. smaller washing machine and no dryer). f) No foreign channels on TV. g) Slow internet speed. h) Bad plumbing (e.g. no flushing toilets). 2. Lack of spousal support during assignment. 3. Housing challenges: a) In home country, foreign expats live in much larger homes than in the new country. b) Local landlords do not have knowledge of signing corporate leases and how to take proper care of foreign tenants. c) Poor housing quality. d) Lack of utility abundance (i.e. inadequate hot water supply and inadequate heating in winter). e) Lack of appliances (e.g. no dishwasher, no ovens, Key to success Setting the proper expectations Provide analysis report. Provide briefings. Country-specific guides. 14

15 Differing Expat Concerns Determining what may be the importance or concerns for sending the following types of expats to location from the Santa Fe Group s perspective: Singles Housing located close to downtown area. Prefers serviced residences. Smaller household goods shipment. Transportation smaller cars. Utility cost is lower. Social life (bars, clubs and restaurants). Women safety tips. Networking events. Cultural training. Language training. Medical insurance. Taxation. Commute to office / transportation. Couples As above plus: Higher utility costs than singles. Larger household goods shipment. Spousal support. Recreational activities. Dependant Visa application. Couples with children As above plus: Schooling options and application / registration. School tuition fees. Commute to school / transportation. Option to live away from downtown, with larger space. 15

16 To see how we can assist with your Global Mobility Programme, please contact the Emerging Markets Experts: