Sample of an operating charter for an offshore service center

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.