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TRANSCRIPT
Deloitte Shared
Services, GBS &
BPO Conference
Creating a GBS
Model Without
Compromise
Berlin, Germany
John Standring, American Express
22 – 23 September 2015
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AXP INTERNAL DELIVER OPERATIONAL EXCELLENCE | TRANSFORM THE CUSTOMER EXPERIENCE | PARTNER TO DRIVE GROWTH
Agenda
History of Shared Services at American Express
American Express’ GBS Model
Delivering Value to our Customers
Lessons Learned
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AXP INTERNAL DELIVER OPERATIONAL EXCELLENCE | TRANSFORM THE CUSTOMER EXPERIENCE | PARTNER TO DRIVE GROWTH
Audience Poll
Do you have GBS in your
organization?
Multiple Choice Options:
Yes, GBS exists in my organization.
No, GBS does not exist.
No, but we plan to implement.
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AXP INTERNAL DELIVER OPERATIONAL EXCELLENCE | TRANSFORM THE CUSTOMER EXPERIENCE | PARTNER TO DRIVE GROWTH
Audience Poll
Is your Shared Service
captive or outsourced?
Multiple Choice Options:
Captive
Outsourced
Both
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AXP INTERNAL DELIVER OPERATIONAL EXCELLENCE | TRANSFORM THE CUSTOMER EXPERIENCE | PARTNER TO DRIVE GROWTH
Audience Poll
Where does your Shared
Services organization report
at the Executive level?
Multiple Choice Options:
Functional owner (e.g. CFO, Controller, HR, etc.)
Shared Services non-functional owner (e.g.
COO, Operations, GBS Head, etc.)
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AXP INTERNAL DELIVER OPERATIONAL EXCELLENCE | TRANSFORM THE CUSTOMER EXPERIENCE | PARTNER TO DRIVE GROWTH
Shared Services at American Express
Shared Services at American Express covers approximately 25K
employees, or 50% of our total headcount.
Credit Security
Global
Services
Technologies
Real Estate Procurement Financial
Operations
Business
Strategy
Customer
Service
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AXP INTERNAL DELIVER OPERATIONAL EXCELLENCE | TRANSFORM THE CUSTOMER EXPERIENCE | PARTNER TO DRIVE GROWTH
Global Business Services Organizational Overview
Phoenix: ~ 350 Employees
Financial Infrastructure & Projects
Management Reporting
Disbursements
Third Party Lifecycle Management
Workplace Enablement
Americas Payroll
New York: ~ 110 Employees
Real Estate
Procurement
Business Strategy
Learning & Development
Gurgaon: ~ 1,250 Employees
Financial Accounting
Account Reconciliations
Business Unit Centers of
Excellence
Partner Payments
International Payroll
Global Business Services is organized across three primary hubs,
supporting business units and staff groups around the world.
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AXP INTERNAL DELIVER OPERATIONAL EXCELLENCE | TRANSFORM THE CUSTOMER EXPERIENCE | PARTNER TO DRIVE GROWTH
History of Finance Shared Services at American Express
Finance Shared Services at American Express evolved over the years,
from a single-function to multi-function GBS organization.
2000 2005 2009 1994
Global
Standardization
GBS Created
Business
Enabler
Single Instance
Platform
Capabilities &
E2E Process Cost Arbitrage
& Regional
Standardization
Value
Delivered
Finance Single Function Opportunity
Company-Wide Multi Functional
Opportunity
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Global Business Services Charter
Since 2009, Global Business Services has reengineered processes and invested in backbone technology while holding expenses flat.
2009 Investment Volume Inflation Reengineering 2015
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AXP INTERNAL DELIVER OPERATIONAL EXCELLENCE | TRANSFORM THE CUSTOMER EXPERIENCE | PARTNER TO DRIVE GROWTH
GBS Business Case
Cutting Edge
Technology
End-to-end
Process
Discipline
Control &
Compliance
Low Cost
Locations
Internal
Experience &
Knowledge
Our capabilities could be leveraged to the greater organization’s benefit
beyond a single finance function.
GBS Outcomes:
CORE: Dedicated focus on shared
services delivery
ADJACENT: Expansion beyond core
finance functions to include end-to-end
processes
NEW: Creation of non-financial Centers
of Excellence supporting business unit
processes
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AXP INTERNAL DELIVER OPERATIONAL EXCELLENCE | TRANSFORM THE CUSTOMER EXPERIENCE | PARTNER TO DRIVE GROWTH
Reinvention Starts with Our Vision
Operational
Excellence
Customer
Experience Growth
Continuously
improve control,
efficiency and
quality
Deliver an excellent
experience to our
internal customers
Add
unquestionable
value to our
business partners
GBS Vision: To power performance through service excellence.
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AXP INTERNAL DELIVER OPERATIONAL EXCELLENCE | TRANSFORM THE CUSTOMER EXPERIENCE | PARTNER TO DRIVE GROWTH
American Express Service Excellence
Service Excellence is not the flavor of the month,
it’s the flavor of the past 160 years
We want to make our
internal service every bit as
legendary as our external
service.
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AXP INTERNAL DELIVER OPERATIONAL EXCELLENCE | TRANSFORM THE CUSTOMER EXPERIENCE | PARTNER TO DRIVE GROWTH
GBS Cultural Attributes
The behaviors we need to display…
…The reputation we want to earn.
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AXP INTERNAL DELIVER OPERATIONAL EXCELLENCE | TRANSFORM THE CUSTOMER EXPERIENCE | PARTNER TO DRIVE GROWTH
Customer Focus
Service Roadmap
Performance Measures
American Express’ GBS Model
Clear Service Roadmap to
drive Service Improvement
Clarity around who
the Customer is and
how we engage
Define performance
measures to
monitor progress
against plans
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