Global Product Update

Transcription

1 Treasury and Trade Solutions Citi Commercial Cards May 19-21, 2014 Global Product Update Paul Horn, Global Head of Product and Sales for Commercial Cards

2 Today s Discussion 1. Introduction 2 2. Global Client Experience Forum 4 3. Communication Strategy 6 4. Global Rebate Format 9 5. Country Profiles Global Documentation Requirements Global Program Administrator Form Contracting Global Product Enhancements 24 1

3 1. Introduction

4 Global Consistency is a Top Priority Global Consistency Initiatives Product Management Communication Strategy Global Rebate Format Global Documentation Requirements Global Program Administrator Form Global Contracting T&E Travel and Entertainment Meetings and Events Central Travel Accounts Partnerships HRG Concur B2B Purchasing Cards Virtual Card Accounts Country Profiles Global Client Experience Forum 3 Introduction

5 2. Global Client Experience Forum

6 Global Client Experience Forum A 2013 initiative to drive improvements in Global Consistency and Client Experience Objectives: Enhance our Clients experience across all areas of their interaction with Citi Commercial Cards Identify themes where improved processes, technology, capability, or resources can benefit clients Criteria for issues: Global consistency related or issues that require coordination across regions Actions: Global CAS Model Global Rebate Format Global Documentation Requirements Global PA Form Sample Topics File Delivery Rebate reporting Program Administrator setup in exception countries Latin America implementation support Contracting Client Servicing structure 5 Global Client Experience Forum

7 3. Communication Strategy

8 Citi Communication Strategy Client Need Easily identifiable communication from Citi to keep abreast of new capabilities, regulatory updates and impacts to service Citi Delivers Standard Communication Templates that clearly prioritize the Citi s communications Citi developed a clear visual identity so that each level of communication is easily differentiated and identifiable by the reader Communication template and subject line that allows clients to immediately identify the nature of the communication from Citi Commercial Cards and prioritize accordingly Clients now educated about communication templates during implementation 7 Communication Strategy

9 Communication Templates Define Communication Type Communications with global or multi-regional implications are tiered into 3 levels to ensure appropriate prioritization and deployment to clients LEVEL 1: Critical client program impact such as sanction-related items that shut down card operations without notice. These could include unforeseen system outages and tool failures, data breaches, emergency regulatory items etc. LEVEL 2: Regulatory, sanction or significant client impact related items where a sufficient notice period is available and action is required. Examples include Client Delivery/Customer Service items such as updates to application. LEVEL 3: General news or update information that does not cause any risk to the day to day running of the Commercial Card business or the client. These include market launches, product deployments, capability / feature / functionality enhancements, thoughtleadership/surveys/newsletters etc. 8 Communication Strategy

10 4. Global Rebate Format

11 New Global Rebate Format We heard you! We now have a Global Standard Rebate format for new rebate workbooks consistent across NA, EMEA and APAC Client Need: Rebate format was inconsistent across regions. The value of the rebate was not clearly communicated Citi Delivers: Globally consistent rebate format for each regions Rebate bps: Basis points earned, by country Net Spend/Eligible Net Spend: Total net spend and eligible net spend by country Rebate Amount: Total rebate amount earned by country New rebate presentation: Clearly communicates details around rebates earned and the value of the rebates 10 Global Rebate Format

12 5. Country Profiles

13 Country Profiles Project Overview and Goals Client Need 2012 Client Advisory Panel Clients need a consistent view into local cards capabilities, documentation requirements and market conditions Citi Delivers Country Profiles Project Collect relevant and timely details on our global product offering at the country level Delivered 58 local currency country profiles across all regions where Commercial Cards has a local currency offering Regional PDF documents with one page for each country Available on Collaborate and CIBIX and to PAs via CitiManager 12 Country Profiles

14 Country Profiles Sample Report 13 Country Profiles

15 Country Profiles Sample Report (Cont d) 14 Country Profiles

16 6. Global Documentation Requirements

17 Global Documentation Requirements: Now Available We heard you! We now present the Global Documentation Requirements, an end-to-end account of on-boarding and documentation requirements Client Need: Grid formatted file with all documents required for client on-boarding by country, not just cards documents Citi Delivers: The Global Documentation Requirements grid, a comprehensive matrix with end-to-end on-boarding documentation requirements, including Account Opening: Due diligence (e.g. KYC), account opening Contracting: Global vs. local contracts, region and country specific contracting procedures and policies (e.g. stamp/chop requirements in APAC, Board Resolutions) Implementation Documents: All implementation documents tied to commercial cards implementations, client and cardholder setup requirements 16 Global Documentation Requirements

18 7. Global Program Administrator Form

19 Global PA Form Client Need Clients need a simple, globally consistent process to assign Program Administrators for their card programs Citi Delivers Enhanced Global PA Form shifted to a dynamic PDF format to accommodate local needs without unnecessary complications Delivered Interactive PDF displays only the fields that you need for the countries your PA will administer 7 additional countries now included in our global form (China, Japan, Puerto Rico, Turkey, Russia, Ukraine, Kazakhstan). Argentina, Brazil, and Mexico coming post ECS+ migration All regions included Add/delete/change Program Administrators Form covers non-program Administrator users 18 Global Program Administrator Form

20 Global PA Form (Cont d) Improved global footprint. Expanded functionality. Easier to use. 1. Select Action: Form dynamically changes based on select actions. Driven by action drop down at the top (Create PA, Change/Modify PA, Delete Existing PA, Non-PA CitiManager User), form header and content reloads based on selection 2. Mandatory Fields: Mandatory fields are highlighted in red with a red asterisk (*) to allow clients on all versions of reader to see when a field is mandatory 3. Field Tool Tips provide guidance on the fields purpose or usage 4. Online Systems Access section 19 Global Program Administrator Form

21 8. Contracting

22 Global Contracting Client Need Clients need a more consistent contracting experience to streamline legal review and implementation Citi Delivers: Global Contract Template Delivered more local countries now use Global Schedules A, B, and C, encompassing global terms, regional/local terms, and pricing, respectively Standard terms simplify program expansion Identical schedules facilitate legal reviews 21 Contracting

23 Global Commercial Cards Contracting Philosophy Citi s global contracting philosophy emphasizes global reach with local signatories Citi s Legal Structure Citi is a regulated banking entity in 98 countries around the world. Citi Commercial Cards operates locally in 66 countries where Citi does business Due to the highly regulated nature of the Commercial Cards business, Citi must contract with local client entities in most countries where we do business In Europe one Citi entity, Citibank International London, Plc. covers twenty-four countries and requires one counterpart client entity Contracting Progress Consistent Global Schedule C Document requirements Formalized contract handoff process Latin America adoption including: Puerto Rico, Brazil, Argentina, Mexico, Venezuela 2014 Contract refresh initiative 22 Contracting

24 Global Contract Template Regional Execution Citi s global contracting philosophy emphasizes global reach with local signatories Signature Page Schedule A General Terms and Conditions Schedule B Local Program Schedule Schedule C Pricing Schedule Binds the Schedule A, B, and C together to form a local issuance contract. Memorializes acceptance by local Citi issuing entity and client Single set of standard terms and conditions which apply globally in each region/country covered by the template Includes: Definitions, Card Issuance, Administration, Contract Term, Data Security, Reps and Warranties, etc. Bulk of the contract verbiage: ~12 pages Completes Schedule A, such as local billing and payment procedures; Modifies Schedule A based on local requirements/ variances; Adds any locally required clauses, disclosures, and clarifications Separate Schedule B per country (per region in Europe) Generally 3 5 pages Local/Regional pricing schedule based on agreed global pricing terms Generally 2 3 pages 23 Contracting

25 9. Global Product Enhancements

26 Citi s Innovation Roadmap Citi continues to re-invest over 10% of annual revenue into our products and services. We are focused on innovation, expansion and continued investment into core products Global Expansion and Consistency Innovation of Tomorrow Strengthening the Core Continued Focus on Data Quality and Additional Reporting Web Tools/Usability Streamlining Rebates Servicing and Global Processes Continued Delivery of LATAM and Central/ Eastern Europe Platforms Middle East markets Global Contracts Global Implementation Supplier enablement tools enhancement Continued Attention on Partnerships with expense management and travel management providers Digital Offerings Next generation CTA solutions, leveraging our VCA offering Next generation B2B solutions, leveraging our VCA offering 25 Country Profiles

27 Citi s Innovative Enhancements: 2013 Accomplishments In 2013, Citi delivered unique, time-and-cost saving functionality and tools that simplified our clients global program roll-outs and expansions Hotel Remittance via Fax Use the Hotel Remittance via Fax capability now available through Citi s Virtual Card Account (VCA), providing key remittance details such as virtual card number to support centrally managed payments for hotel bookings Supplier Enablement Citi continuously expands the number of suppliers enabled for B2B payments 500 card accepting suppliers were on-boarded for our client s card programs in NA last quarter 20 strategic suppliers were newly enabled to accept card payments in EMEA last quarter Citi and HRGs Integrated Meetings Management Solution HRG meeting planners have access to Citi Commercial Cards Virtual Card Account (VCA) portal, where planners can then request a VCA for secure payment of key Meetings and Events (M&E) expenditures on your behalf Digital Offerings Launched CitiManager Mobile for the convenience of on-the-go Cardholders while increasing the SMS and alerts offered to ~30 globally 26 Global Product Enhancements

28 Citi s Investment Priorities: 2014 Initiatives Citi continues to re-invest over 10% of annual revenue into our products and services. We are focused on global expansion, streamlined management and servicing and our core capabilities. Market Consistency and Expansion Local market expansions are focused on LATAM, with Brazil, Argentina and Mexico migrating to Citi s global platform beginning in 2014 International Payment Card (IPC) programs available in the Middle East will include Bahrain, Lebanon, Jordan and Oman Cardholder and Program Administrator Experience Expansion of languages for alerts and CitiManager Mobile as well as additional functionality via CitiManager Mobile to better support traveling cardholders Enhancements to online cardholder and program administration tools, including self-servicing of credit limit adjustments and MCC codes Service Model Consistency Continued investment in implementation and service process consistency Update rebate process and expand global contract availability into new markets Offer an implementation grid to provide single source for required documents and requirements Product and Data Enhancements CTA Enhance data matching, leverage Virtual Card Accounts for payments B2B Virtual Card Accounts expanded footprint, integration with order and expense systems Reporting Data and tool upgrades for industry leading reports 27 Global Product Enhancements

29 Citi s Future Projects: 2015 Direction Continued focus on global consistency and client experience Platform Consistency Migrate remaining clients to our global platform in Argentina and Mexico Roll-out online maintenance in more countries Ensure common file formats are globally available, focusing on Latin America Cardholder and Program Administrator Experience Advance cardholder experience through joint product development with industry leaders like Concur and TRX Enhance CitiManager usability and improve availability of advanced features Improve availability and accessibility of statements Product & Data Enhancements Advance Virtual Card solutions for Meetings and Events Continue development of epayables capabilities including global supplier enablement Launch VCA in more markets in CEEMEA, Asia, and Latin America Build out Citi s CTA solution, focusing on Latin America 28

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