Day 1 1600_joanna_macleod


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Day 1 1600_joanna_macleod

  1. 1. Employee Flexibility – Our story so far Joanna Macleod November 2012 © 2012 American Express. This document contains confidential, proprietary and trade secret information of American Express Travel Related Services Company, Inc (“American Express”) and may not be disclosed in whole or in part to any third parties without the prior written consent of American Express. .
  2. 2. OUR BUSINESS • 160-year tradition of service commitment • 62,500 employees • Hold ourselves to the highest internal security practices and standards of the financial services industry • Fully integrated supplier with a complete, global solution for T&E Management • Ranked #1 in Customer Service among credit card companies by J.D. Power and Associates • A leading issuer of commercial cards, serving more than 70% of the Fortune 500 A global player with a unique business value proposal 1
  3. 3. AN ORGANISATION IMPERATIVE Across Organisations Space is Often Underutilised & Expensive How Work is Done is Changing • Technology is enabling 24/7 connectivity • Employees expect flexibility in how they work • Globalisation Talent Needs are Evolving • Talent wants choice in where they live & work • The digital workforce is looking for connectivity & collaboration 2
  4. 4. Across the globe American Express is shifting towards a more outcomes- based, flexible culture. BlueWork provides the foundation to transform the workplace and support the culture shift through 3 key goals Resulting in an engaging workplace experience for American Express employees and delivering benefit to the business by ensuring best use of the company’s real estate assets. ENHANCED COLLABORATION IMPROVED OPTIMISATION INCREASED FLEXIBILITY BLUEWORK TODAY London SingaporeNew York New York 3
  5. 5. BLUEWORK IS A GLOBAL PROGRAM 4 London Singapore Sydney New York City Phoenix Singapore Hong Kong BlueWork is now considered our workplace standard across American Express 4
  6. 6. BLUEWORK IS SHOWING VALUE Surveys show that BlueWork is already producing positive outcomes 0% 10% 20% 30% 40% 50% 60% 70% 80% Loyalty Change Management Style Designation Flexibility Productivity Technology Workspace Pre Post Pre/Post BlueWork Implementations survey sampling A 2011 all employee survey indicated a higher intent to stay with the company for those employees in a flexible workstyle. . 5
  7. 7. OUR CLIENT FACING EMPLOYEES When serving our customers our goal is to provide them with the highest service, efficiently. To achieve this we need to make sure we schedule employees at the right time, ensuring our customers have a great call experience 6
  8. 8. THE CASE FOR HOME BASED SERVICING A Win Win scenario for our employees, our finances, our customers and the environment Home Based Servicing Value Proposition Work place Happiness •Ability to work for the company desired and hours desired without making life changes Employee Work Life Balance • More time for family, friends and other interests Flexible Cost Model • Optimised shifts and schedules Financial Reduction in Cost/FTE • Real estate and attrition Client Best Talent • Greater access to more experienced, highly skilled workforce Platform Flexibility • Increased ability to meet customer needs Crisis Management • Enhanced by disaggregated footprint Environmental 7
  9. 9. THE BENEFITS OF INCREASED FLEXIBILITY The flexibility of Home Based Serving allows us to match our peaks and troughs and and our employees to work the hours that suit their lifestyle. The result is lower turnover, lower absenteeism and increased employee engagement Seasonal trends coincide with school holidays Jan Dec 8am 8pm Split shifts to cater for lunchtime volume drop8am to 8pm contract allows cover of peak Emergency Travel periods 8
  10. 10. IN SUMMARY Extending our BlueWork initiative and our Home Based Servicing program has seen many benefits which would be possible in other businesses • Increased flexibility allowing both us and our employees to meet their needs • Reduced turnover, absenteeism and increased loyalty • Financial and time saving opportunities for our employees Home based working is key to our business The overall result has been more satisfied customers and increased employee engagement 9
  11. 11. QUESTIONS? Joanna Macleod, GM/VP EMEA Service Delivery 10