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

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Legal notice

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©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.