Addressing Value, Risk and Compliance through an Offshore Global...

Addressing Value, Risk and

Compliance through an

Offshore Global In-House

Center ModelAIG Philippines Insurance

Mark LwinPresident and CEO, AIG Philippines Insurance

Everest Group

Sakshi GargPractice Director, Global Sourcing

DTSI Group

Miguel GarciaPresident and Chief Executive Officer

sig.org/eval

te

Addressing Value, Risk, and Compliance through

an Offshore Global In-House Center Model

Orlando | April 20, 2016

- 3 -

Today’s Agenda:

• Audience Insights

• Speaker/Panelist Introductions

• Global In-House Centers (GIC) Market Perspective

• Panelist Discussion on GIC Strategies & Future

• Audience Q&A

- 4 -

We’d like to get early audience insights:

PLEASE RAISE YOUR HAND IF THE FOLLOWING STATEMENTS APPLY

TO YOU AND YOUR ORGANIZATION::

Statement #1.) Our organization is currently not using GIC’s

as a service delivery strategy, however we may consider it in

the future.

Statement #2.) Our organization is currently using GIC’s as

a service delivery strategy to address our business needs.

Statement #3.) Our organization could get additional

business value from our use of GIC’s.

Raise Your Hand!

Meet Today’s Speakers:

Sakshi Garg

Practice Director

Global Sourcing

Everest Group

Miguel Garcia

President and Chief

Executive Officer, DTSI

Group

Mark Lwin

President and CEO, AIG

Philippines Insurance

- 5 -

Miguel shared his passion & vision both with people in government and the private

sector proposing to elevate the Philippines and the wealth of its talent to leading

Fortune 500 Companies. He was a one of the pioneers who truly believed that the

Philippine knowledge worker could bring real value to foreign companies through its

capability as a great Filipino workforce, and in time, create tremendous economic

benefit to the Philippine economy. Miguel has been instrumental in attracting some of

the largest BPOs and captive companies to set up their operations in the Philippines.

DTSI Group a member of NTT Group a Global Fortune 100 Company has enabled over

450 Thousand seats in the Philippines.

Miguel Garcia, President and Chief Executive Officer,

DTSI Group

- 6 -

About DTSI Group

- 7 -

Mark is the country lead and head of AIG shared services/GIC operations in the

Philippines and Guam, with responsibility for the largest multinational, non-life

insurance company, and one of the top global business services providers, in the

market. Mark has more than 25 years of management experience in the United States

and international businesses, and has held a variety of leadership roles including

strategy, operations, quality management, program management, pricing, and strategic

accounts.

Mark Lwin, President and CEO, AIG Philippines

Insurance, Inc.

- 8 -

AIG at a Glance

Sakshi Garg is a Practice Director in Everest Group’s Global Sourcing practice. In this

role, she leads multiple initiatives with Global in-house Centers (GICs) / shared services

centers, including a dedicated subscription research program. She has helped multiple

GICs in the areas of benchmarking, peer intelligence, and talent strategy.

Sakshi Garg, Practice Director, Global Sourcing,

Everest Group

- 10 -

About Everest GroupEverest Group

helps senior

executives of

leading

companies

capture value

from the next

generation of

global services

From insight to action.

Range of services

Resources

Webinars, research, and

blogs

Subscriptions

Research reports, data

sets, customised tracking

services

Implementation

Consulting services to

capture value from

decisions

Strategy

Consulting and research

services to turn insights

into decisions

- 11 -

Organizations face multiple challenges in delivering, articulating,

and measuring value addition

Lack of alignment between GIC and parent stakeholders

Lack of a concerted organizational focus

Less understanding of sources of value

Metrics and incentives designed to measure arbitrage savings only

Diffused communication and cultural barriers

- 12 -

High

Low

Imp

act

delivere

d

Low cost set-up

Scaled internal

provider

Strategic entity

driving innovation

Value addition

partner

Key focus

Innovation and new

products/services

Addition to revenue

streams

Global leaders for

the enterprise

Process

standardization

Teams for select

anchor functions

Multiple pilots and

transitions in

process

Predictable and

hi-quality delivery

Process efficiency

Capacity

augmentation

Transformational

process

improvements

High skill capabilities

Vendor management

Products for

emerging/ local

markets

Value drivers

Cost

Business

Strategic

Time

GICs are evolving to increase the impact delivered to the

enterprise

Everest Group’s GIC maturity assessment framework

Drive competitive

advantage

Extend

influence across

organization

Build robust

delivery

capabilities

Prove the concept

- 13 -

Actual value added by most GICs is only a third of the best-

in-class GIC benchmark

Incremental value addition as a multiple of cost arbitrage

Currently reported vs. best-in-class for GICs

2-3X

6-8X

Market average

GIC

Untapped

impact

Most GICs can add value in multiple

areas beyond their current focus

Business impact of revenue and

effectiveness can be

disproportionately high

Quantification of business impact

can be improved

Best-in-class GIC

- 14 -

Most common forms of value addition beyond arbitrage

Value

addition

Revenue

impact

Savings

beyond

arbitrage

Risk

mitigation

Expand service

coverage

New

products/services

Prevent revenue

leakage

Efficiency

Effectiveness

Vendor spend

reduction

Reduce losses

Cost avoidance

Enterprise

business

continuity

- 15 -

GICs evolving from “arbitrage providers” to “value

creators” possess distinct attributes

Identify and shape

demand

Process

ownership and

transformation

Global leaders for

the enterprise

Innovation and

new

products/services

Extension of

parent

organization

Empowered

decision authority

- 16 -

Sakshi GargPractice Director – Global Sourcing

sakshi.garg@everestgrp.comT: +1-214-451-3030 | M: +1-781-298-1498

www.everestgrp.com | research.everestgrp.com

For further questions, we are reachable at

Dan.Ringer@dtsigroup.comT: +1-925-899-7430|

www.dtsigroup.com

Daniel Ringer Vice President of Sales and Advisor Relations

Mark Lwin President and CEO, AIG Philippines Insurance, Inc.

Mark.Lwin@aig.com

www.aig.com

Evaluation How-to:

Your feedback drives

SIG Event content

By signing and

submitting your

evaluation, you are

automatically entered

into a prize drawing

Why?

Option 1: App

1. Select Schedule2. Select Schedule by Day3. Select Day4. Select Session5. Scroll to Description

6. Click on the Evaluation link

Option 2: Browser

1. Go to www.sig.org/eval2. Select Session (#S14)

How?

COMPLETE &SUBMIT EVAL

Tweet: #SIGspring16

Session #14

Addressing Value, Risk and Compliance through an

Offshore Global In-House Center Model

www.sig.org/eval

Download the App: bit.ly/SIGOrlando

Mark Lwin

AIG Shared Services (Philippines)

Mark.Lwin@aig.com

Miguel Garcia

DTSI Group

Miguel.Garcia@dtsigroup.com

Sakshi Garg

Everest Group

sakshi.garg@everestgrp.com