The document discusses Zurich's Portfolio Management Office (PMO) expanding its services to take on more projects. It notes that Zurich undertakes various types of projects in response to regulatory changes, risks, upgrades, and to drive growth, customer experience, and efficiency. The PMO aims to become more strategic by increasing insights, creating capacity, centralizing processes, and standardizing governance. This will help deliver projects with more confidence by continuously assessing controls and risks. The PMO also wants to adapt its services to support non-IT changes and agile projects to help more areas of the business.

1. #FuturePMO
Expanding PMO service: The
ultimate Tetris challenge.
Donna Wayman
Zurich

2. INTERNAL USE ONLY
Donna Wayman
Head of Portfolio & PMO
www.linkedin.com/in/donnawayman

3. “Protecting You and Yours”

4. “Protecting You and Yours”
55,000
employees
$59bn
revenue
215+
countries
3
business areas £25m
grants awarded
99%
claims paid

5. What types of projects do Zurich undertake?
5
Response to changes from our
Regulators
Changes in response following a UK
Budget
Documentation updates
Risk Mitigation
Decommissioning activity and out of
support technology mitigation
Essential software updates / upgrades
Direct mitigation of Business facing
risks
Discretionary Spend
Growth (propositional development)
Customer (improved experience)
Simplification (efficiency and expense)
Sustainability (in everything we do)
Regulatory

6. Adapting to a new change landscape
6
Ops
Change
IT
Change
Business
Change

7. “Trusted Advisors and
Expert Support”
“Adding Value in everything
we do through insight and
action”
“Providing a central Portfolio
service and view of Change”
Our Vision

8. Our Mission
Trusted Advisors who
are experts in key
processes, providing a
valued Professional
Service.
Approachable, positive
and able to share skills
and best practice.
Provide consistent
Portfolio Services to
Group PMO, UK Excom
& UK Operations
function.
Pragmatic and reliable
to enable the successful
delivery of change.
Our Mission
8

10. PMO Services
Identify and improve or
eliminate non value activity
Increase Insight
Create capacity to offer services
to new areas

11. Centralising and Simplifying Core Processes
Purchase Orders
Raised centrally ensuring
traceable and compliant spend.
Work Orders
Ensuring proper supplier
engagement.
973 in
2021
298 in
2021
Digital Contracts
To provide quick and easy
sign off.
Upwards Reporting
Single format easy to
centralise consolidation.

12. Maturity of the PMO Service Offering
Checkpoint process managed
via many clunky tools.
Streamlined Milestone process managed in
one governance tool.
Engagement Assessment
performed inconsistently
Upfront engagement completed via impact
assessment in governance tool linked to
engagement information repository.
Lessons identified and reviewed throughout the
lifecycle of a project within governance
process.
PIR Review performed at the
end of the Project Lifecycle.
Governance
Finance & Risk Management
Moved to
Value
Removed duplication, enhanced user
experience and increased adherence.
Moved to
Moved to
Value Increased successful deliveries.
Value
Lessons learnt from previous projects
are taken through into new projects from
initiation.
Finance tracking managed via
multiple spreadsheets and
tools with no standardisation
Standardised process managed in one tool
Benefits reviewed at end of
project
Benefits reviewed throughout lifecycle of
project and built into governance process and
strategy.
Full RAID log for capturing all risks / issues
dependencies and Actions in one template
linked to Customer outcomes.
Risk, Issues and Actions log
captured separately with no
standardised template.
Moved to
Value
Increased efficiency, reduced effort and
increased MI for Wider Portfolio
Reporting.
Moved to
Moved to
Value
Early assessment of project achieving
benefits.
Value
Time saving efficiencies and
consolidated view that aids customer
value and project benefit.

13. 13
Manager – overall
line management
and advice
Manager – overall
line management
and advice
Buddy/Coach -
day to day
assistance and
best practice
Buddy/Coach -
day to day
assistance and
best practice
Mentor – career
guidance and
broader advice
Mentor – career
guidance and
broader advice
Support
Objectives are
the core measure
of capability
Objectives are
the core measure
of capability
Behaviours and
ability to work
independently are
also important
Behaviours and
ability to work
independently are
also important
Must be
supported by
consistent
performance at
required level
Must be
supported by
consistent
performance at
required level
Experience
Regular 121s with
your Manager –
with a focus on
Objectives
Regular 121s with
your Manager –
with a focus on
Objectives
Mid year Career
Conversations
(including IDP
review)
Mid year Career
Conversations
(including IDP
review)
End of Year
Review and
Alignment
End of Year
Review and
Alignment
Review
Career Development

14. 14

15. Delivery Confidence
15
Identify
Ongoing healthchecks using
predominantly pre-existing processes
Assure consistent project success by
continuously assessing internal project
controls.
Action
Support in resolving major issues
and mitigating major risks.
It will assist in building remedial
and mitigating actions identified
during the process
Control
A set of assurance activities,
integrated with the project
management lifecycle
Ensure all stakeholders are
appropriately informed and have
visibility of change.

16. Business
IT
Operations
Time
Cost
Scope
Planning
Governance
Quality
Benefits
Risk Management
Governance Process
Finance Sign off
Meeting
Steer Co Meetings /
Packs
Resource Meeting
Planview / Status
Reporting
PMO Updates /
Insight
Identify
Portfolio Review
Meetings
Risk / Issue logs Enable
Prevent
Time
Cost
Scope
Planning
Governance
Quality
Benefits
Risk Management
Assumptions &
Dependencies
Skills & Capabilities
Supply Chain
Business Readiness
Social Responsibility &
Sustainability
eNPS and tNPS Impact
Area of Change Assurance Themes Data Utilised Supporting Actions
Delivering Confidence

17. Adapting Services for Non IT Change
Agile
Projects
Business
Projects

18. Super Speed Tetris?
“A sign of a high
performing PMO is
the collective sigh
of relief when you
see them on the
zoom call and know
the programme is in
safe and smiling
hands.”
“Our PMO services
are key and enable
the successful and
safe delivery of our
projects across the
UK, to ensure the
continuation of
evolution, innovation
and improvement of
best practice.”

21. Interactive Lessons Learnt using Power Apps

22. #FuturePMO
Thank You
 You can’t win at Tetris but you can
continue to evolve and learn.
 Donna Wayman
 Donna.Wayman@uk.Zurich.com
www.linkedin.com/in/donnawayman