CoE is the New SSC. Nima Motazed, Swiss Re

Transcription

1 CoE is the New SSC Nima Motazed, Swiss Re

2 Swiss Re at a glance Swiss Re is a leading and highly diversified global reinsurer, founded in Zurich (Switzerland) in 1863 The company offers traditional reinsurance products and related services for property and casualty, as well as for life and health businesses These traditional products are complemented by insurance-based corporate finance solutions and supplementary services for comprehensive risk management Our Vision: to make the world more resilient 2 Our financial strength is currently rated: Standard & Poor s: AA- (stable); Moody s Aa3 (stable); A.M. Best: A+ (stable)

3 Swiss Re Business Solution Centres Bratislava, Slovakia Bangalore, India 3

4 Business Solution Centres BSC Facts: Data: 31/3/2017 Headcount University degrees or equivalent Languages Spoken 2,092 96% 34 Competences and expertise: Geographical Coverage of Services Property & Casualty Life & Health Analytics Technology EMEA 49% Corporate Solutions Risk Management Finance IT Americas 7% APAC 17% Reinsurance Corporate Solutions Life Capital Global 27% 4

5 Shared Services Old vs New Intermediated contact Lower cost positioning Limited investment Command & control Flexible engagement Skin in the game Strategic build Employee empowerment and responsibility Crisis management Optimizing the Value 5

6 How we were perceived by our stakeholders "They are incapable of going off-script and thinking outside the box" "They think this saves money it doesn t! Where is the value added?" Stakeholders "You need to explain everything a hundred times, and they still do everything wrong" "Good work is never appreciated but mistakes are always highlighted" "They can sense our desperation" Employees "Our external (clients) are more reasonable than our internal stakeholders" 6

7 Vision: To become a Center of Excellence 7

8 Mission Operational Excellence Talent development / engagement Innovation and analytics Sustainable growth 8

9 Sustainable Growth Ensuring locational readiness for successful integration of expansion and growth Introduction of location caps Implementation of agile working (OTWYW) 9

10 Talent development & engagement To develop world-class re/insurance professionals focused on delivering operational excellence. 10

11 Focus Areas for HR In partnership for a coherent high performance culture Recruiting & branding Build Functional capabilities High Performance = Increased stability Build Leadership capabilities 11

12 Operational Excellence To achieve a performance culture where every employee is enhancing the value of service by continually improving to better serve the clients and internal partners needs 12

13 Operational Excellence Maturity Framework for BSCs Shaping Global Processes Innovate, refine, redesign part or whole of global SR processes. Pilot new concepts and solutions for global adoption. Enhanced Service Delivery Enhancing Value to Swiss Re Strong Foundation Shaping Global Processes Enhancing Value to Swiss Re Delivering more than expected to our partners by achieving crossfunctional or value-chain improvements in processes and services Enhanced Service Delivery A team/ unit continually improves what it does. Learns to do more with less and delivers current service with enhanced timeliness and quality. Strong Foundation E V O L U T I O N Is essential to ensure stable and sustainable service delivery and covers all essential governance elements across areas of compliance, operations, performance. 13

14 Operational Excellence Maturity Framework Overview Bratislava & Bangalore r Tog eth er Sm arte 40% 88% 60% 66% 13% 97% Current Aspirational 128 Teams OpEx Maturity Framework 86% 14% Current 99% 2% Aspirational 35% Current 4% Aspirational Enhancing Value to Swiss Re Shaping Global Processes Enhanced Service Delivery Key Proficient or Advanced Developing or below Strong Foundation Current 89% 11% Aspirational Yes 100% No 14

15 Strong Foundation Bratislava & Bangalore 1) Mechanism in place to capture and report incidents, issues and risks 2) Mission statement (team mandate and aspiration) is in place 3) Reporting lines are defined 4) Key Business Partners are identified and relationships are established 5) Regular reviews and feedback mechanism with service recipients 6) Escalation Matrix is in place 7) Planning for critical positions and employee retention targets in place 8) Basic process documentation exist and is updated periodically 9 ) Business Continuity Plan is established and managed 10) Performance metrics and service quality is defined and tracked 11) Team job descriptions, roles and responsibilities clearly set 12) Functional trainings are in place. 94% 86% 88% 97% 88% 80% 73% 92% 98% 76% 94% 91% 6% 14% 12% 3% 12% 20% 27% 8% 2% 24% 6% 9% 15

16 Sustainable value through leadership and innovation usual measures High growth Low attrition External clients visits Increased wage arbitrage Total cost advantage «Profit» Bottom line impact 16

17 Sustainable value through leadership and innovation unusual measures Robotics Analytics development Communicating across generations 17

18 Innovation and analytics An acknowledged partner for consulting, analytics and innovation led solutions Big data and computational power unlimited are enabling radical new methods that will fundamentally change information management practices and transform the knowledge business as we know it. 18

19 Analytics can help on many levels. How high would you like to take it? Data Cognitive Telematics app How can we evolve? Prescriptive Predictive Diagnostic Airfare generator Sales forecast Analysis by categories What shall we do? What is likely to happen? Why did it happen? Your business decision Descriptive Performanc e report What happened? 19

20 New Workforce Millennials Born Shaped by new technologies, economic expansion and the uncertainty following current global instability Like to connect Need structure Strong sense of entitlement Expect instant feedback 20

21 Communicating across demographic Generational work attitudes Baby Boomers ( ) Gen X ( ) Millennials, ( , aka Gen Y) Business Solution Centers Zurich 21

22 Building the workforce of the future Choose a workforce model that enables growth Your Team or Your Team 22

23 The road to becoming a Centre of Excellence Understanding the organization, strengths and business priorities Clear vision and strategy Awareness of the environment and transformation 23

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25 Legal notice 2016 Swiss Re. All rights reserved. You are not permitted to create any modifications or derivative works of this presentation or to use it for commercial or other public purposes without the prior written permission of Swiss Re. The information and opinions contained in the presentation are provided as at the date of the presentation and are subject to change without notice. Although the information used was taken from reliable sources, Swiss Re does not accept any responsibility for the accuracy or comprehensiveness of the details given. All liability for the accuracy and completeness thereof or for any damage or loss resulting from the use of the information contained in this presentation is expressly excluded. Under no circumstances shall Swiss Re or its Group companies be liable for any financial or consequential loss relating to this presentation. 25