Towers Watson s 2013 EMEA HR Service Delivery and Technology Forum

Welcome Why we re here Transforming HR at American Express Bringing HR along the journey Questions 2

What would you do if Your employees had 14 different entry points for basic administrative HR needs Your managers spent more than 1 working week per year on basic HR transactions Country HR data was handled manually Your HR teams were spending valuable time on time-consuming, tactical activities that should be easier. Lack of role clarity was resulting in people across HR duplicating efforts 3

By late 2011, the case for change was clear Service Challenge Improve the employee experience with HR Global Challenge Provide more consistent HR support across the globe Business Challenge Provide better HR services at lower costs Regulatory/Compliance Challenge Reduce operational risk in HR 4

With a clear vision in place, we officially embarked on a journey to Transform HR Deliver consistent, high-quality and intuitive HR solutions and services to our colleagues across the globe Ultimately, ensuring our employees and leaders would have: Multiple access channels for HR transactions Clarity around where to go for what Direct access and self-service capabilities Consistent HR experiences across the globe, with local differences as needed 5

And with that in mind, we designed our future A tiered HR service delivery model with clear responsibilities and hand-offs Self-service HR portal Enhanced service centers Redefined HR teams We selected Aon Hewitt as our HR Outsourcing (HRO) partner We defined 4 distinct HR roles (a shift from our existing 3) HR Business Partners Market HR Centers of Excellence Global Strategic Capabilities & Servicing 6

Why the four distinct roles? HR Business Partner (HRBP) Market HR Talent management Leadership development Organizational effectiveness Coaching/advising business leaders Local talent planning Community Employee Engagement & Advocacy Employee Development Global HR program design & delivery Global process ownership and program delivery standards Expert consultation for specific COE Thought leadership and program innovation Global HR service delivery (operational processes) / user experience HR systems standards and support HR/workforce data and analytics and decision support Center of Expertise (COE) Global Strategic Capabilities & Servicing 7

This year, we ve had teams in place to focus on preparing for implementation Our systems and services Building the portal Benefits administration Absence management HR self-service Defining service center solutions Preparing for implementation Our HR roles More clearly defining how the new roles will work Deep dives within a role s responsibilities Reviews across how the roles work together New HR competencies Developing role training for 2014 8

Yet with all of this planning underway, within our HR teams we had a whole other challenge How do we keep our teams engaged on such a long journey? 2011 2012 2013 2014-2015 Introduce project Design future HRSD model Build future model Implement and sustain HR survey The answer? A team dedicated to change and communication within HR 9

This team set out to inform, involve and inspire HR INFORM Providing regular updates Quarterly Town Halls Monthly project updates on our intranet Glossary of terms Background information Transform HR Roadmap 10

This team set out to inform, involve and inspire HR INVOLVE Enabling our HR leaders Quarterly HR Leadership Forums Leadership Conversation Workshops Change and communication Buddy Network Individual Journey 11

This team set out to inform, involve and inspire HR INSPIRE Connecting to their hearts and minds Monthly Spotlight articles from team members Focus on What s in it for me? An excerpt from an article about role deep dives: I ll be honest; it s been hard and draining work. Yet what I ve been most impressed by is the positivity, candor and confidence of this team and that s what kept me inspired. Walking away from this work I see a future where we are more organized, efficient and clear on our responsibilities. There will need to be a high level of collaboration between roles and teams, but it will be a far more efficient machine and I m excited for what s to come. 12

Looking forward The systems and service centers are critical. But true success will rely on our ability to bring our HR teams along on the journey. 13

Today s Presenters Kerrie Peraino Senior Vice President Kerrie.Peraino@aexp.com +44 1273 215194 Jennifer Hand Director Jennifer.J.Hand@aexp.com +44 7850 700746 Joanna Miller Director Joanna.L.Miller@aexp.com +44 1273 211671 Elena Kewell Senior Consultant, HR Service Delivery elena.kewell@ +44 7989 337306 15