OPERATIONS AND OPERATIONAL EXCELLENCE Creating a professional community of practice

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OPERATIONS AND OPERATIONAL EXCELLENCECreating
a professional community of practice
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RSA OUR BUSINESS

• RSA is one of the worlds leading multinational
  quoted insurance groups
• RSA has over 20 million customers worldwide
• It has the capability to write business in over
  130 countries and with major operations in the
  UK, Scandinavia, Canada, Ireland, the Middle East
  and Latin America.
• Focusing on general insurance it has around
  22,000 employees
• The Group currently manages 13 billion of
  investments
• The Group has shareholders' fund of 3 billion
• In 2007, its net written premiums were 5.8bn.
• RSA is a member of the FTSE4Good Index
• RSA is in the top 100 companies of the Corporate
  Responsibility Index
• With an almost 300 year heritage RSA is the
  oldest insurance company in the world still
  trading under its original name

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The General Insurance industry faces
unprecedented forces for change in an
increasingly unpredictable economic environment
BUSINESS CONTEXT

• General Insurance has been characterised by a
  lack of customer focus, due to high levels of
  intermediation, erratic underwriting cyclical
  underlying profitability
• Poor performance has been further masked by
  double digit investment returns the ability to
  deploy hidden financial reserves
• These benign conditions are being challenged from
  many directions the industry is slowly
  unevenly recognising that a sustainable business
  model is very different from those of the past

Economic environment ?
Globalisation
Investment Returns
Revolution or Evolution?
Customer choice expectations
Workforce loyalty
Regulatory Intrusion
Commoditisation
Technology ?
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STRATEGIC FRAMEWORK
Brand
People
Sustainable Profitable Performance
Technical
Operations IT
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THE TEAMS
Group operations and IT
UK
International. Ireland, Scandinavia, Italy
Emerging Markets. Baltics, LA, AME
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OPERATIONS AND IT

• Operations and IT agenda Build of capability.
  People, process, technology
• Architecture and systems
• Management Information
• Operations. TOM, people and competency
• People. Skills, LD, organisation
• SRM
• Operational Excellence
• Lean
• Centres of Excellence
• Operations vision and definition
• Operations Blueprint and processes
• VOC and customer analysis
• Operations strategy and planning
• TOM design and implementation

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OPERATIONAL EXCELLENCE - DEFINITION
The critical elements of Operational Excellence

• Tools, techniques and people capability to
  continually improve customer service
• Retention and loyalty/referral

• Clear vision of the future
• The desire state and 3-5 year targets

Clear vision
Customer Improvement
People
Critical Elements of Operational Excellence

• Highly professional competent
• Can do attitude and experience of complex
  operations and transformation

• Translation of strategy (top down and bottom up)
  into vital few programmes and projects
• Prioritised investment
• Works alongside business as usual

Change Management
Systems and Automation
Management Information

• Maximum automation, greatest simplicity
• Shared platforms and compatible applications
• One view of the customer

Operations

• A Maximum automation
• Common KPIs
• Alignment of local, regional and Group reporting

• A common Blueprint with few core end to end
  processes
• Built for shared service and economies of scale
  and customised on a customer business case basis

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OPERATIONAL EXCELLENCE DELIVERING OUR NEW BRAND
PROMISE
Keeping You Moving
Keeping
You Moving
OPS AND IT DELIVER THE BRAND EXPERIENCE
Responsive
Planning Ahead
Responsive
Planning Ahead
Delivery Focussed
Straightforward
Delivery Focussed
Straightforward
FROM THE FIRST TO THE LAST CONTACT
Brilliant
Getting the
Doing the
Bright
Positive
Service
Job done
Right thing
Ideas
people
EXCELLENT AND WELL ALIGNED OPS IT CAPABILITIES
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THE ROLE

• CORE COMPETENCIES
• Business acumen
• Delivery focus with results evidenced
• Customer focus
• Develop and implement approaches, toolkits
• Process design and improvement
• TOM design and understanding
• Operations planning and budgeting
• Technology
• Issue resolution
• Capability assessment/diagnostics
• Lean/six sigma master blackbelt
• Work in Global community of practice
• Innovate news ways of working/delivering improved
  customer service

GROUP OPERATIONAL EXCELLENCE MANAGER 25 travel
UK or international. Measured on cost
reduction Service improvement approach Design
and implementation.
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THE ROLE Key behaviours

• Strong leadership role model
• Confident and happy in matrix organisation
• Strong proven influencing skills
• Likes ambiguity/change
• Professional
• Positive can do attitude
• Can manage multiple projects/activities

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