A Well-Designed 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 Work from Home Program The Key to Your Recovery Innovative Solutions Within Reach September 12, 2011 Donald J. Adamis, Senior Vice President 50 South LaSalle Street, Chicago, IL (312) , dja2@ntrs.com Agenda Who is Northern Trust Key Elements of the BR-work from home Program Lessons Learned Best Practices Next Steps Questions 2 DRJ s 2011 Fall World: Innovative Solutions Within Reach

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 $684 Billion Assets Under Custody $4.42 Trillion Balance Sheet Assets $97 Billion Loans and Leases $29 Billion Total Equity $7 Billion Ownership by Employees, Directors & Retirees 9% (as of 3/31/11) All figures are as of June 30, 2011 unless otherwise indicated. 3 DRJ s 2011 Fall World: Innovative Solutions Within Reach 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 s 2011 Fall World: Innovative Solutions Within Reach

3 Cornerstones of Business Continuity Planning BC DR Plan Plan Testing Testing Continuity of Operations Revision Testing Preparation Resiliency Business Resiliency Centers Pass the Book Duality/ Resiliency BR-work from home Corporate Life Safety Program People Events Incident Command System Shelter- In-Place Corporate Life Safety Standard Evacuation Drills Safety Coordination Terrorism Man Made Natural 5 DRJ s 2011 Fall World: Innovative Solutions Within Reach Cornerstones of Business Continuity Planning BC DR Plan Plan Testing Testing Continuity of Operations Revision Preparation India Chicago Dublin Business Resiliency Centers London Singapore Guernsey Testing Resiliency Duality/ Resiliency Corporate Life Safety Program People Events Incident Command System Shelter- In-Place Corporate Life Safety Standard Evacuation Drills Safety Coordination Terrorism Man Made Natural 6 DRJ s 2011 Fall World: Innovative Solutions Within Reach

4 Business Resiliency-work from home Program Goals Enhance our business resiliency strategy and capabilities globally 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 7 DRJ s 2011 Fall World: Innovative Solutions Within Reach 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 with the required technology and processes successfully Prerequisite: Categorize employees based on the job they are performing, and the capability to work from home 8 DRJ s 2011 Fall World: Innovative Solutions Within Reach

5 Business Resiliency-work from home Employee Categorization Category 1 Employees - perform business critical functions and must physically be at a Northern Trust facility to perform job activities Category 2 Employees - perform business critical functions and can work from home. Category 3 Employees - perform non-business critical functions and can work from home. Category 4 Employees - perform non-business 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. 9 DRJ s 2011 Fall World: Innovative Solutions Within Reach Key Considerations When Assigning Employee Categories Consider initial categorization by role, then adjust employee specific categorizations on an exception basis Employees who have significant print requirements, or manual hand-offs to other groups may not be good candidates for the BR-wfh program Employees who rely heavily on specialized technology should not be candidates for BR-wfh 10 DRJ s 2011 Fall World: Innovative Solutions Within Reach

6 Remote Access is Only the First Step Initially: Remote Access Limited functionality Typically 1-2 days Sporadic, unpredictable Often informal arrangement Northern Trust Employees Applications Accessible from Home 11 DRJ s 2011 Fall World: Innovative Solutions Within Reach BR-work from home is global, robust and sustainable Initially: Remote Access Current 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 12 DRJ s 2011 Fall World: Innovative Solutions Within Reach

7 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 processes, workflow and applications A silver bullet 13 DRJ s 2011 Fall World: Innovative Solutions Within Reach 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 14 DRJ s 2011 Fall World: Innovative Solutions Within Reach

8 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 15 DRJ s 2011 Fall World: Innovative Solutions Within Reach 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 16 DRJ s 2011 Fall World: Innovative Solutions Within Reach

9 Employees Participation Key Steps 1. Learn about the program 2. Acknowledge HR policy 3. Set up Technology (as needed, varies by current readiness) 4. Work from Home & Log in Hours 5. Complete Survey 17 DRJ s 2011 Fall World: Innovative Solutions Within Reach 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. 18 DRJ s 2011 Fall World: Innovative Solutions Within Reach

10 Lessons Learned: What Worked Support and buy-in of executive management Education - especially to clarify BR-wfh capability vs. Remote Access Full week+ test of each role the validation process Certification checklist (online directions and links to supporting documents) Consistent global deployment and support process Growing awareness of available technologies for working from home Word of Mouth support based on successes during localized emergencies February 2011 Record-breaking Blizzard 19 DRJ s 2011 Fall World: Innovative Solutions Within Reach Lessons Learned: What Didn t Work Initially tying benefit primarily to Pandemic Preparedness Manual Tracking - High administrative overhead, lack of automation 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 20 DRJ s 2011 Fall World: Innovative Solutions Within Reach

11 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 21 DRJ s 2011 Fall World: Innovative Solutions Within Reach 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 22 DRJ s 2011 Fall World: Innovative Solutions Within Reach

12 Next Steps Continue to expand program Locations Functions and Roles Ongoing Educate for managers and employees Benefits (and limits) of program BR-wfh versus remote access Certification process Ensure regular / robust testing is in place Continue to Institutionalize BR-work from home Technology needs incorporated into standard set up and support for employees Incorporate BR-wfh into business units BC Resiliency planning 23 DRJ s 2011 Fall World: Innovative Solutions Within Reach Preparing for the 2012 London Olympics 24 DRJ s 2011 Fall World: Innovative Solutions Within Reach

13 Questions N O R T H E R N T R U S T Thank You Donald J. Adamis, Senior Vice President 50 South LaSalle Street, Chicago, IL (312) , dja2@ntrs.com