sample offshore center charter

EXAMPLE OFF-SHORE CENTER CAO CHARTER

Selena Sol presents…..

[email protected]://www.linkedin.com/pub/eric-tachibana/0/33/b53

http://www.slideshare.net/selenasol

for CAO’s & business managers

2

Bob Frog (MD)

Center CAO

Bob Dole

Administration

Selena Sol (DIR)

Center COO

Lim Li Hsien (AVP)

Business Manager

STRUCTURE

Bart Simpson (Intern)

Employee Engagement

Rocky Balboa (Intern)

Reporting, Legal & Compliance

CORE TEAM (*) EXTENDED TEAM (Operating Committee)

Robert Smith

Biz Unit 1

Robert Plant

Biz Unit 2

Robert Johnson

Biz Unit 3

ETC

Biz Unit X

ETC

Biz Unit Y

ETC

Biz Unit Z

EXTENDED TEAM (Employee Engagement)

MONTHLY REPORTING TEAM•Selena Sol•Rocky Balboa•Bart Simpson•Freddy Mercury (Biz Unit 1)•Snoop Doggy Dogg (Biz Unit 3)•Bob Marley (Biz Unit 4)•Count Basie (Biz Unit 6)

EMPLOYEE ENGAGEMENT COUNCIL•Selena Sol•Bart Simpson•Freddy Mercury (Biz Unit 1)•Snoop Doggy Dogg (Biz Unit 3)•Bob Marley (Biz Unit 4)•Count Basie (Biz Unit 6)

ETC

Biz Unit X

ETC

Biz Unit Y

ETC

Biz Unit Z

ETC

Biz Unit X

ETC

Biz Unit Y

ETC

Biz Unit Z

ETC

Biz Unit X

2011 CENTER CAO STRATEGIC INTENT

3

VISIONThe XYZ Center will deliver tangible competitive advantage as a core component of Global Location Strategy

MISSIONEnsure that XYZ Service Center teams deliver value that is strictly aligned to global and regional business objectives and that policies, processes, culture, organizational structures, Employee population skills, and the physical environment are consistent with, and drive, global location strategy objectives, ensuring that the right type of work is done out of the center, at the quality required, and at the right cost base.

VALUESCollaborative & Inclusive, Operationally Innovative, Consistent & Accurate

TACTICAL GOALS TO SUPPORT INTENT

DIRECT STAKEHOLDERS•XYZ Country Leadership Council•XYZ Service Center Operating Committee•Regional Technology and Operations Governance Forums•Regional CEO/COO•External regulatory bodies•Regional and Global Unit Execs & CIOs•ABC Stakeholder

WHERE WE WANT TO GO

HOW WE GET THERE

OUR COMPASS

WINS WE MUST DELIVER

WHO WE SUPPORT

ADMINISTRATION Ensure that the XYZ Service Center entity meets all regulatory and other legal requirements

REPORTING Enhance transparency to Employees, stakeholders, and external regulators

EXTERNAL RELATIONSHIPS Represent XYZ Service Center teams externally (i.e.: regulator)

LOCATION STRATEGY Support global and regional location strategy objectives

CULTURE Drive Employee Engagement as a tool to deliver sustainable competitive business advantage

2011 XYZ SERVICE CENTER CAO TACTICAL WORKSTREAMS

4

MANAGEMENT ROUTINES

MISSIONEnsure that the team works collaboratively across all lines of business

LEADSelena Sol

CORE ACTIVITIES•Shepherd Business Support & LOB Execs across Enterprise Units•Support adoption of best practice standards where appropriate

2011 PLAN

Employee ENGAGEMENT

MISSIONWork with HR and Employee Engagement Council to ensure that Employees are fully engaged, aligned through culture, & continually improving through learning

LEADSelena Sol

CORE ACTIVITIES•Leadership Development•Employee Engagement & Culture•Learning

2011 PLAN

COMMUNICATIONS

MISSIONDrive strategic messages across the entire organization & provide stakeholder transparency

LEADBob Frog

CORE ACTIVITIES•Management Reporting•Employee Messaging•Website Management

2011 PLAN

BUSINESS MGMT

MISSIONCapture & analyze “the right” operational data to help drive alignment of operations to strategy in a consistent way.

LEADBob Frog

CORE ACTIVITIES•Financial Management•Workforce Mgmt & Sourcing•Occupancy & Facilities Mgmt•XYZ Service Center Corp Secretary•Regulatory support

2011 PLAN

XYZ SERVICE CENTER 2011 BUDGET (PROPOSED)

5

!

!

We seek management approval to spend $77,800 for center-wide 2011 programs

CAO office is doing more with less budget

SURVEY QUESTION * AVG MAX

Center programs strengthen professional connections

5 6

Center programs drive personal engagement 5.2 6

Center programs make XYZ Service Center more attractive employer

4.9 6

! Programs drive strategic ROI

* Survey done in Nov 2010

ALL CURRENCY IN USD Annual Total Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Expenditure Budget Budget Budget Budget Budget Budget Budget Budget Budget Budget Budget Budget Budget

Library Books 6,000 500 500 500 500 500 500 500 500 500 500 500 500

XYZ Program ( 6,000 500 500 500 500 500 500 500 500 500 500 500 500

Q1 Event (ABC) 5,000 5,000

Q2 Event: 123 5,000 5,000

Q2 Event: ZZZ 5,000 5,000

Q3 Event: BBB 6,000 6,000

Q3 Event: 111 9,800 9,800

Q4 Event: ABC 6,000 6,000

Q4 Event: DEF 5,000 5,000

Quarterly Celebrations 18,000 6,000 6,000 6,000 6,000

TOTAL $ 77,800 $1,000 $6,000 $7,000 $6,000 $6,000 $7,000 $7,000 $10,800 $7,000 $7,000 $6,000 $7,000

XYZ Service Center Employees 1,648

COST PER Employee PER MONTH $ 3.93* Grayed out rows are funded at the Country/Regional/Global level

XYZ SERVICE CENTER 2011 EMPLOYEE ENGAGEMENT PROGRAM

6

SCOPE

• Group strategy, budget management, face-off to XYZ Service Center OpCo and XYZ ExCo

TEAM• Selena Sol• Li Hsien Lim• ABC• DEF• GHI

SCOPE

•Ensure that all communications to promote events are consistent & approved by CAO / Corporate Comms

TEAM

•Bob Frog

SCOPE

•Ensure that all events spend within the total annual budget

•Drive the claims and charge-out process for all events

TEAM•Neil Gaimen•Brian Michael Bendis

SCOPE

TEAM•Person•Person•Person•Person•Person

COMMS FINANCE

TEAM A

SCOPE


SCOPE


TEAM B TEAM C

SCOPE


TEAM D

STEERING COMMITTEE

EVENT MONTH

AAA JUN

XYZ OCT

EVENT MONTH

ABC MAR

DEF JUN

EVENT MONTH

GHI APR

BBB DEC

EVENT MONTH

CCC APR

DDD MAY

Q3 EEECelebration SEP

SCOPE


TEAM E

ACTIVITY

FFF

GGG

HHH

III

Note:L – Team LeaderDL – Deputy Team Leader* To be confirmed

VISION A happy, productive & integrated XYZ Service Center workforce

ACTIVITY MINIMUM OBJECTIVES

1) Drive Employee engagement or satisfaction in XYZ Service Center2) Drive interaction between Employees across different divisions from business, technology & operations3) Ensure that Employee Engagement activities involve all or majority divisions throughout XYZ Service Center

APPENDIX

APPENDIX

APPENDIX: XYZ SERVICE CENTER VALUE PROPOSITION

Availability of talent pool • Highly educated local workforce • Ease in bringing in foreign talents, i.e. hiring from the region (with local packages)• Despite strong competition for talent pool (against major competitors with similar

presence in XYZ), XYZ Service Center maintained healthy attrition rate of <10%

Developed infrastructure• Outstanding infrastructure i.e. data networks, telephony • Strict data protection laws, with strong international reputation. Critical to many local

regulatory requirements for an outsourcing service provider• Pro-active government support e.g. talent sourcing, licensing, real estate, funding etc.

and political stability

Domain Hub• XYZ is the undisputed financial hub for AAA, and very competitive as

one of several hubs in ZZZ(competing with 123, 456, 999). Mainly driven by its competitive regulation, low tax rates and strict secrecy laws.• BBB as a financial services regulator has been pro-business and provide various means to assist the development of XYZ as a financial and

services hub• Other international banks who have established service (IT and/or operations) centres in XYZ includes AAA, BBB, CCC, DDD amongst others

Time-zone efficiencies • Able to support CCC and DDD across 2 shifts• For CCC time zone, most suitable to support:

• Night-shift (XYZ day-time)• Pre-market opening processes (CCC overnight processes) for enhanced process efficiency

Cost advantage• Not the lowest cost regime, but highly competitive with major global metros• Manageable salary inflation, compared to other high growth market

Gartner Outsource Location Analysis

XYZ

Language Very good

Government support Very good

Labor pool Good

Infrastructure Excellent

Educational system Very good

Cost Fair

Political and economic environment Excellent

Cultural compatibility Very good

Global and legal maturity Excellent

Data and intellectual property security and privacy

Very Good

APPENDIX: XYZ SERVICE CENTER LEADERSHIP

MOOKIE MOOKO, COO

Mookie Mooko is the XYZ Service Center COO and Corporate Secretary. Mookie has extensive experience in technology & operational management. Prior to his current role, Mookie was regional COO for Goofing Dept, covering Clubhouse Mgmt, and COO for Gaming in Asia Pac & across the Offshoring Centers in XYZ, ABC, 123, & 456.

Outside of work, Mookie teaches as an Adjunct Professor at the University of XYZ in the MBA school, with specialties in Entrepreneurship and Intrapreneurship. Along the way, Mookie has also authored 8 books on software development and innovation management

CHEWIE CHEWBACCA, CAO

Five score years ago, a great American, in whose symbolic shadow we stand today, signed the Emancipation Proclamation. This momentous decree came as a great beacon light of hope to millions of Negro slaves who had been seared in the flames of withering injustice. It came as a joyous daybreak to end the long night of their captivity.

But one hundred years later, the Negro still is not free. One hundred years later, the life of the Negro is still sadly crippled by the manacles of segregation and the chains of discrimination. One hundred years later, the Negro lives on a lonely island of poverty in the midst of a vast ocean of material prosperity. One hundred years later, the Negro is still languished in the corners of American society and finds himself an exile in his own land. And so we've come here today to dramatize a shameful condition.

DOODY, INTERN

During my lifetime I have dedicated myself to this struggle of the African people. I have fought against white domination, and I have fought against black domination. I have cherished the ideal of a democratic and free society in which all persons live together in harmony and with equal opportunities. It is an ideal which I hope to live for and to achieve. But if needs be, it is an ideal for which I am prepared to die.

LAURYN TACHIBANANA, BUSINESS MANAGER

We shall go on to the end, we shall fight in France, we shall fight on the seas and oceans, we shall fight with growing confidence and growing strength in the air, we shall defend our Island, whatever the cost may be, we shall fight on the beaches, we shall fight on the landing grounds, we shall fight in the fields and in the streets, we shall fight in the hills; we shall never surrender, and even if, which I do not for a moment believe, this Island or a large part of it were subjugated and starving, then our Empire beyond the seas, armed and guarded by the British Fleet, would carry on the struggle, until, in God's good time, the New World, with all its power and might, steps forth to the rescue and the liberation of the old.