Deloitte Shared Model Without€¦ · History of Finance Shared Services at American Express Finance Shared Services at American Express evolved over the years, from a single-function

Deloitte Shared

Services, GBS &

BPO Conference

Creating a GBS

Model Without

Compromise

Berlin, Germany

John Standring, American Express

22 – 23 September 2015

1

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

2


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.

3


Audience Poll

Is your Shared Service

captive or outsourced?


Captive

Outsourced

Both

4


Audience Poll

Where does your Shared

Services organization report

at the Executive level?


Functional owner (e.g. CFO, Controller, HR, etc.)

Shared Services non-functional owner (e.g.

COO, Operations, GBS Head, etc.)

5


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

http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&uact=8&ved=0CAcQjRxqFQoTCL_54KOL6ccCFRBJiAode5UByQ&url=http://www.getlivewire.com/service/security/&psig=AFQjCNGOxhX3_4Ir7SZZJCJUPod0Io3fuA&ust=1441858364887493

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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.

7


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

8


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

9


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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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.

11


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.

12


GBS Cultural Attributes

The behaviors we need to display…

…The reputation we want to earn.

13


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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Deloitte LLP is the United Kingdom member firm of DTTL.

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Documents

Deloitte Shared Model Without€¦ · History of Finance Shared Services at American Express Finance Shared Services at American Express evolved over the years, from a single-function