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CoE is the “New SSC”
Nima Motazed, Swiss Re
Swiss Re at a glance
These traditional products are complemented by insurance-based corporate finance solutions and supplementary services for comprehensive risk management
The company offers traditional reinsurance products and related services for property and casualty, as well as for life and health businesses
Swiss Re is a leading and highly diversified global reinsurer, founded in Zurich (Switzerland) in 1863
Our financial strength is currently rated:Standard & Poor’s: AA- (stable); Moody’s Aa3 (stable); A.M. Best: A+ (stable)
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Our Vision: to make the world more resilient
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Swiss Re Business Solution Centres
Bratislava, Slovakia Bangalore, India
Business Solution Centres
Competences and expertise:
BSC Facts:
Headcount
2,092 34
Languages Spoken
96%
University degrees or equivalent
• Property & Casualty
• Life & Health
• Corporate Solutions
• Risk Management
• Analytics
• Technology
• Finance
• IT
Data: 31/3/2017
Geographical Coverage of Services
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Americas7%
EMEA49%
Global27%
APAC17%
• Reinsurance
• Corporate Solutions
• Life Capital
• Intermediated contact
• Lower cost positioning
• Limited investment
• Command & control
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Shared Services Old vs New
• Flexible engagement
• Skin in the game
• Strategic build
• Employee empowerment and responsibility
• Crisis management
• Optimizing the Value
"Good work is never appreciated but mistakes are
always highlighted"
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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?"
"You need to explain
everything a hundred times, and they still do
everything wrong"
Employees
"They can sense our
desperation""Our external (clients) are
more reasonable than
our internal stakeholders"
How we were perceived by our stakeholders
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Vision:
To become a Center of Excellence
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Mission
OperationalExcellence
Talent development / engagement
Innovation and analytics
Sustainable growth
Sustainable Growth
Ensuring locational readiness for successful integration of expansion and growth
• Introduction of location caps
• Implementation of agile working (OTWYW)
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Talent development & engagement
To develop world-class re/insurance professionals focused on delivering operational excellence.
Focus Areas for HRIn partnership for a coherent high performance culture
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High Performance
=
Increased stability
Recruiting & branding
Build Leadership capabilities
Build Functional capabilities
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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”
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Operational Excellence Maturity Framework for BSCs
Enhanced Service Delivery
Enhancing Value to Swiss Re
Shaping Global
Processes
Strong Foundation
Strong Foundation
Is essential to ensure stable and sustainable service delivery and covers all essential governance elements across areas of compliance, operations, performance.
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.
Enhancing Value to Swiss Re
Delivering more than expected to our partners by achieving cross-functional or value-chain improvements in processes and services
Shaping Global Processes
Innovate, refine, redesign part or whole of global SR processes.Pilot new concepts and solutions for global adoption.
E
V
O
L
U
T
I
O
N
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Operational Excellence Maturity Framework Overview Bratislava & Bangalore
128 Teams
Smarte
r Together
OpEx Maturity Framework
Enhanced Service Delivery
Enhancing Value to Swiss Re
Shaping Global Processes
Strong Foundation
14%2%
86%99%
Current Aspirational
35%
4%
66%
97%
Current Aspirational
60%
13%
40%
88%
Current Aspirational
Proficient or Advanced
Developing or below
Key
100%
89% 11%
Aspirational
Current
Yes No
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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.
Strong FoundationBratislava & Bangalore
91%
94%
76%
98%
92%
73%
80%
88%
97%
88%
86%
94%
9%
6%
24%
2%
8%
27%
20%
12%
3%
12%
14%
6%
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High growth Low attrition
Increased wage arbitrage Total cost advantage
External clients visits
«Profit» Bottom line impact
Sustainable value through leadership and innovation – usual measures
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Robotics Analytics development
Communicating across generations
Sustainable value through leadership and innovation – unusual measures
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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.”
Your business decision
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Analytics can help on many levels.How high would you like to take it?
Data
Cognitive
What happened?
Prescriptive
Predictive
Diagnostic
Descriptive
Why did it happen?
What is likely to happen?
What shall we do?
How can we evolve?Telematics
app
Airfare generator
Sales forecast
Analysis by categories
Performance report
New WorkforceMillennialsBorn 1980 – 2000
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
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Communicating across demographic
Generational work attitudes
Business Solution Centers Zurich
Baby Boomers (1946 – 64)
Gen X (1965 – 79)
Millennials, (1980 – 2000, aka Gen Y)
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Building the workforce of the future
Choose a workforce model that enables growth
Your Team
Your Team
or
The road to becoming a Centre of Excellence
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Understanding the organization, strengths and business priorities
Awareness of the environment and transformation
Clear vision andstrategy
24
Legal notice
25
©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.
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