A Well-Designed BR work from home Program The Key To Your Recovery

Transcription

1 N O R T H E R N T R U S T A Well-Designed BR work from home Program The Key To Your Recovery DRJ Spring World 2010 The Path to Global Resiliency March 23, 2010 Donald J. Adamis, Senior Vice President 801 South Canal Street, Chicago, IL (312) , dja2@ntrs.com 2010 Northern Trust Corporation northerntrust.com Agenda Who is Northern Trust Key Elements of the BR-work from home Program Lessons Learned Best Practices Next Steps Questions 2 DRJ Spring World 2010 The Path to Global Resiliency

2 Who is Northern Trust A partner you can trust. Founded in 1889, Northern Trust is a leading provider of personal fiduciary, investment management, private banking, wealth management and worldwide trust and custody services. Northern Trust has remained independent since its inception in We are positioned within selected individual and corporate market niches as a well-respected provider of trust and investment services with an emphasis on strong relationships. One of only six U.S. bank holding companies to carry Standard & Poor s long-term debt rating of AA-' or better Assets Under Management Assets Under Custody Balance Sheet Assets Loans and Leases Total Equity Ownership Structure Market Capitalization $627.2 Billion $3.7 Trillion $82.1 Billion $27.8 Billion $6.3 Billion 11% Closely Held $12.7 Billion All figures are as of December 31, 2009, 3 DRJ Spring World 2010 The Path to Global Resiliency Northern Trust s Global Presence Toronto Dublin Stockholm Luxembourg Chicago (Corporate Headquarters) New York Limerick London Amsterdam Abu Dhabi 81 U.S. locations in 18 states Guernsey, Jersey Tokyo Beijing Hong Kong Bangalore Singapore Melbourne 4 DRJ Spring World 2010 The Path to Global Resiliency

3 Key Components of Business Resiliency Protection of employees, clients & guests Tools & capabilities that enable resiliency Business Continuity Business Resumption Disaster Recovery Disaster Recovery Hardware Platforms & Software Applications Together, achieve continuity of operations 5 DRJ Spring World 2010 The Path to Global Resiliency Business Resiliency-work from home Program Goals Enhance our business resiliency strategy and capabilities Maintain business critical functions during emergency events that limit access to Northern Trust facilities Mitigate exposures from building closures, weather, pandemic, and transportation disruptions Address regulatory requirements Demonstrate proactive risk management to clients and prospects 6 DRJ Spring World 2010 The Path to Global Resiliency

4 Business Resiliency-work from home Program Overview Build a robust and sustainable work from home capability globally: Identify functions and validate roles that can be performed long term Prepare employees to effectively perform business critical functions Prerequisite: Categorize employees based on capability to work from home 7 DRJ Spring World 2010 The Path to Global Resiliency Business Resiliency-work from home Employee Categorization Category 1 Employees - perform mission critical functions and must physically be at a Northern Trust facility to perform job activities Category 2 Employees - perform mission critical functions and can work from home. Category 3 Employees - perform non-mission critical functions and can work from home. Category 4 Employees - perform non-mission critical functions that cannot be done remotely; can be redeployed. Once BR-wfh-certified, category 2 and 3 employees are required to work from home one day a month on an ongoing basis. 8 DRJ Spring World 2010 The Path to Global Resiliency

5 Remote Access is Only the First Step Now: Remote Access Limited functionality Typically 1-2 days Sporadic, unpredictable Often informal arrangement Northern Trust Employees Applications Accessible from Home 9 DRJ Spring World 2010 The Path to Global Resiliency BR-work from home is global, robust and sustainable Now: Remote Access Future State: BR-work from home BR-work from home Certification Limited functionality Typically 1-2 days Sporadic, unpredictable Often informal arrangement Roles/Employees categorized All critical job functions/systems Risks/controls reviewed and approved Roles tested for one week+ for long term effectiveness Employees test once/month ongoing Northern Trust Employees Applications Accessible from Home 10 DRJ Spring World 2010 The Path to Global Resiliency

6 What BR-work from home Is NOT A full-time Alternative Work Option program A duplication of an employee s office environment in the home Supporting the technology outside of Northern Trust standards Re-engineering of current applications A silver bullet 11 DRJ Spring World 2010 The Path to Global Resiliency Staging the Success for Your Team s Certification TEAM MANAGERS Identify Roles Assess Risks/Controls Approve Any Needed Equipment VALIDATION PHASE EMPLOYEES Rep(s) from each Category 2 and 3 role work from home 1-2 weeks Provide Lessons Learned Decide: Go/No Go Document Control Risks DEPLOYMENT PHASE BUSINESS CRITICAL CATEGORIES TWO & THREE EMPLOYEES begin to work from home one day per month DEPT/DIV HEAD 12 DRJ Spring World 2010 The Path to Global Resiliency

7 Two Home Setup Options to Participate in BR-work from home Determine how the team will access the network from home Option 1 Remote Control your Desktop Option 2 Use a Company-Issued Laptop This option is good for employees with access to a home computer A team s business resiliency will be strengthened by issuing laptops p Note that laptops must be carried to and from the office daily 13 DRJ Spring World 2010 The Path to Global Resiliency Managers Upfront Preparation - Key Steps 1. Learn about the Program 2. Identify the key roles on the team 3. Fulfill Corporate Risk Requirements (assess risks/controls of each role) 4. Prepare the Team to Test & Validate Roles 5. Establish Go-No Go Decision 6. Facilitate Employee Certification 14 DRJ Spring World 2010 The Path to Global Resiliency

8 Employees Participation Key Steps 1. Learn about the program 2. Complete the HR policy and proposal 3. Enroll in the Program 4. Set up Technology (as needed, varies by current readiness) 5. Work from Home 6. Complete Survey 15 DRJ Spring World 2010 The Path to Global Resiliency BR-work from home Where to Find Certification Checklists See the online Certification Checklist for a dynamic step-by-step guide with easy directions and direct links to the required and recommended activities to complete BR-work from home. 16 DRJ Spring World 2010 The Path to Global Resiliency

9 Lessons Learned: What Worked Support of senior management Education, especially to clarify BR-wfh capability vs. Remote Access Full week+ test of each role Certification checklist (online directions and links to supporting documents) Consistent global process Growing awareness of available technologies for working from home Word of Mouth support based on successes during localized emergencies 17 DRJ Spring World 2010 The Path to Global Resiliency Lessons Learned: What Didn t Work Tying benefit primarily to Pandemic Preparedness Tracking - High administrative overhead Assuming support translates to action BR is easy to back-burner Using Categorization perceived as hierarchical by importance Selling program to some managers (uneasy with work from home) Pushing the technology envelope vs. standard support 18 DRJ Spring World 2010 The Path to Global Resiliency

10 Best Practices - Program 1. Secure meaningful business unit support Seek high-level visible business unit support and deadlines to keep BR top-of-mind Designate a team facilitator to sustain momentum 2. Acknowledge and manage through varying WFH comfort and complexity Address processes, technology, change management Partner with employees to engage teams, explain value, overcome concerns Offset fears of accountability and abuse. Address risks and controls just like in the office 3. Push hard for full week+ test One week is very different from one day Survey responses attest to value of full week 4. Create FAQs May actually be read Provide thoughtful consistent response that is easy to reference 19 DRJ Spring World 2010 The Path to Global Resiliency Best Practices - Employees 1. Manage Culture Change 2. Communicate! 3. Test Technology Dedicate comfortable, professional work space Anticipate a culture change isolation and inability to bounce of ideas can t overhear issues Make sure your team knows out of the office does not mean on vacation Stay in touch. Communicate creatively. Pick up your phone! Test connectivity and passwords in advance Employ existing tools (toll-free numbers, voic notification, IM) 4. Modify Processes Post key files and contact information on line had no idea how to reach my speed-dial numbers my key contacts! Apply new tools and habits even back in the office realized how distracting side-bar conversations are during conference calls... new workflow was better for everyone 20 DRJ Spring World 2010 The Path to Global Resiliency

11 Next Steps Expand program Locations Functions Educate employees Benefits (and limits) Value versus remote access Certification process Ensure regular / robust testing is in place Institutionalize BR-work from home Technology needs incorporated into standard set up and support Facilitation / business process review led by business units 21 DRJ Spring World 2010 The Path to Global Resiliency Questions

12 N O R T H E R N T R U S T Thank You Donald J. Adamis, Senior Vice President 801 South Canal Street, Chicago, IL (312) , dja2@ntrs.com