addressing value, risk and compliance through an offshore global...
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Addressing Value, Risk and
Compliance through an
Offshore Global In-House
Center ModelAIG Philippines Insurance
Mark LwinPresident and CEO, AIG Philippines Insurance
Everest Group
Sakshi GargPractice Director, Global Sourcing
DTSI Group
Miguel GarciaPresident and Chief Executive Officer
sig.org/eval
te
Addressing Value, Risk, and Compliance through
an Offshore Global In-House Center Model
Orlando | April 20, 2016
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Today’s Agenda:
• Audience Insights
• Speaker/Panelist Introductions
• Global In-House Centers (GIC) Market Perspective
• Panelist Discussion on GIC Strategies & Future
• Audience Q&A
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We’d like to get early audience insights:
PLEASE RAISE YOUR HAND IF THE FOLLOWING STATEMENTS APPLY
TO YOU AND YOUR ORGANIZATION::
Statement #1.) Our organization is currently not using GIC’s
as a service delivery strategy, however we may consider it in
the future.
Statement #2.) Our organization is currently using GIC’s as
a service delivery strategy to address our business needs.
Statement #3.) Our organization could get additional
business value from our use of GIC’s.
Raise Your Hand!
Meet Today’s Speakers:
Sakshi Garg
Practice Director
Global Sourcing
Everest Group
Miguel Garcia
President and Chief
Executive Officer, DTSI
Group
Mark Lwin
President and CEO, AIG
Philippines Insurance
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Miguel shared his passion & vision both with people in government and the private
sector proposing to elevate the Philippines and the wealth of its talent to leading
Fortune 500 Companies. He was a one of the pioneers who truly believed that the
Philippine knowledge worker could bring real value to foreign companies through its
capability as a great Filipino workforce, and in time, create tremendous economic
benefit to the Philippine economy. Miguel has been instrumental in attracting some of
the largest BPOs and captive companies to set up their operations in the Philippines.
DTSI Group a member of NTT Group a Global Fortune 100 Company has enabled over
450 Thousand seats in the Philippines.
Miguel Garcia, President and Chief Executive Officer,
DTSI Group
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About DTSI Group
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Mark is the country lead and head of AIG shared services/GIC operations in the
Philippines and Guam, with responsibility for the largest multinational, non-life
insurance company, and one of the top global business services providers, in the
market. Mark has more than 25 years of management experience in the United States
and international businesses, and has held a variety of leadership roles including
strategy, operations, quality management, program management, pricing, and strategic
accounts.
Mark Lwin, President and CEO, AIG Philippines
Insurance, Inc.
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AIG at a Glance
Sakshi Garg is a Practice Director in Everest Group’s Global Sourcing practice. In this
role, she leads multiple initiatives with Global in-house Centers (GICs) / shared services
centers, including a dedicated subscription research program. She has helped multiple
GICs in the areas of benchmarking, peer intelligence, and talent strategy.
Sakshi Garg, Practice Director, Global Sourcing,
Everest Group
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About Everest GroupEverest Group
helps senior
executives of
leading
companies
capture value
from the next
generation of
global services
From insight to action.
Range of services
Resources
Webinars, research, and
blogs
Subscriptions
Research reports, data
sets, customised tracking
services
Implementation
Consulting services to
capture value from
decisions
Strategy
Consulting and research
services to turn insights
into decisions
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Organizations face multiple challenges in delivering, articulating,
and measuring value addition
Lack of alignment between GIC and parent stakeholders
Lack of a concerted organizational focus
Less understanding of sources of value
Metrics and incentives designed to measure arbitrage savings only
Diffused communication and cultural barriers
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High
Low
Imp
act
delivere
d
Low cost set-up
Scaled internal
provider
Strategic entity
driving innovation
Value addition
partner
Key focus
Innovation and new
products/services
Addition to revenue
streams
Global leaders for
the enterprise
Process
standardization
Teams for select
anchor functions
Multiple pilots and
transitions in
process
Predictable and
hi-quality delivery
Process efficiency
Capacity
augmentation
Transformational
process
improvements
High skill capabilities
Vendor management
Products for
emerging/ local
markets
Value drivers
Cost
Business
Strategic
Time
GICs are evolving to increase the impact delivered to the
enterprise
Everest Group’s GIC maturity assessment framework
Drive competitive
advantage
Extend
influence across
organization
Build robust
delivery
capabilities
Prove the concept
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Actual value added by most GICs is only a third of the best-
in-class GIC benchmark
Incremental value addition as a multiple of cost arbitrage
Currently reported vs. best-in-class for GICs
2-3X
6-8X
Market average
GIC
Untapped
impact
Most GICs can add value in multiple
areas beyond their current focus
Business impact of revenue and
effectiveness can be
disproportionately high
Quantification of business impact
can be improved
Best-in-class GIC
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Most common forms of value addition beyond arbitrage
Value
addition
Revenue
impact
Savings
beyond
arbitrage
Risk
mitigation
Expand service
coverage
New
products/services
Prevent revenue
leakage
Efficiency
Effectiveness
Vendor spend
reduction
Reduce losses
Cost avoidance
Enterprise
business
continuity
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GICs evolving from “arbitrage providers” to “value
creators” possess distinct attributes
Identify and shape
demand
Process
ownership and
transformation
Global leaders for
the enterprise
Innovation and
new
products/services
Extension of
parent
organization
Empowered
decision authority
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Sakshi GargPractice Director – Global Sourcing
[email protected]: +1-214-451-3030 | M: +1-781-298-1498
www.everestgrp.com | research.everestgrp.com
For further questions, we are reachable at
[email protected]: +1-925-899-7430|
www.dtsigroup.com
Daniel Ringer Vice President of Sales and Advisor Relations
Mark Lwin President and CEO, AIG Philippines Insurance, Inc.
www.aig.com
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Addressing Value, Risk and Compliance through an
Offshore Global In-House Center Model
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Mark Lwin
AIG Shared Services (Philippines)
Miguel Garcia
DTSI Group
Sakshi Garg
Everest Group
