Sample offshore center charter

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Sample of an operating charter for an offshore service center

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Sample offshore center charter

  1. EXAMPLE OFF-SHORE CENTER CAO CHARTER Selena Sol presents….. selena@selenasol.com http://www.linkedin.com/pub/eric-tachibana/0/33/b53 http://www.slideshare.net/selenasol for CAO’s & business managers
  2. 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
  3. 2011 CENTER CAO STRATEGIC INTENT 3 VISION The XYZ Center will deliver tangible competitive advantage as a core component of Global Location Strategy MISSION Ensure 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. VALUES Collaborative & 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
  4. 2011 XYZ SERVICE CENTER CAO TACTICAL WORKSTREAMS 4 MANAGEMENT ROUTINES MISSION Ensure that the team works collaboratively across all lines of business LEAD Selena Sol CORE ACTIVITIES •Shepherd Business Support & LOB Execs across Enterprise Units •Support adoption of best practice standards where appropriate 2011 PLAN Employee ENGAGEMENT MISSION Work with HR and Employee Engagement Council to ensure that Employees are fully engaged, aligned through culture, & continually improving through learning LEAD Selena Sol CORE ACTIVITIES •Leadership Development •Employee Engagement & Culture •Learning 2011 PLAN COMMUNICATIONS MISSION Drive strategic messages across the entire organization & provide stakeholder transparency LEAD Bob Frog CORE ACTIVITIES •Management Reporting •Employee Messaging •Website Management 2011 PLAN BUSINESS MGMT MISSION Capture & analyze “the right” operational data to help drive alignment of operations to strategy in a consistent way. LEAD Bob Frog CORE ACTIVITIES •Financial Management •Workforce Mgmt & Sourcing •Occupancy & Facilities Mgmt •XYZ Service Center Corp Secretary •Regulatory support 2011 PLAN
  5. 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
  6. 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 TEAM •Person •Person •Person •Person •Person SCOPE TEAM •Person •Person •Person •Person •Person TEAM B TEAM C SCOPE TEAM •Person •Person •Person •Person •Person 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 •Person •Person •Person •Person •Person TEAM E ACTIVITY FFF GGG HHH III Note: L – Team Leader DL – 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 Center 2) Drive interaction between Employees across different divisions from business, technology & operations 3) Ensure that Employee Engagement activities involve all or majority divisions throughout XYZ Service Center
  7. APPENDIX APPENDIX
  8. 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
  9. 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.
  10. 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.

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