humanising shared services

Diverse CultureDiverse CultureDiverse CultureDiverse Culture

Humanizing Shared Services

Delighting Internal Customer8th September 2010

KLCCOur PrideOur PrideOur PrideOur Pride

“People First, Performance Now”

Agenda

� Introduction

� Maybank Corporate Profile

� Awards and Recognition

� Our Aspiration

� Background of Human Resource Shared Service Centre (HR SSC)

� HR SSC Journey

� Context: Strategic Role of HR SSC

� HR SSC Business Operating Model

� Delighting Our Internal Customer & Our Strategic Role

� HR SSC: Lack of Focus On Humanization

� HR SSC Mission Statement

� HR SSC Internal Customer Service Strategy

� Premises

� Campaign & Activities

� Customer Service Culture

� WOW Effect

� HR Shared Service Centre Vision

Introduction

Menara MaybankMenara MaybankMenara MaybankMenara Maybank

Menara MaybankMenara MaybankMenara MaybankMenara Maybank

MAYBANK CORPORATE

PROFILE

�Maybank is a leading banking group in South East Asia

�Maybank is the biggest local Bank in Malaysia

�Total assets of RM331 billion

�More than 39,000 Maybankers serving over 16.3 million customers

50 Years

50 Y

ears

50 Years

50 Y

ears

Anniver

sary

Anniver

sary

Anniver

sary

Anniver

sary

House of Maybank

House of Maybank

House of Maybank

House of Maybank

Awards & Recognition




AWARDS &

RECOGNITION 2010

�Malaysia Institute of Human Resource Management - HR Excellence

Category (Gold Award)

�Reader's Digest Trusted Brands Awards 2010 - Bank

Category - Gold Award

�Association of Accredited Advertising Agents Malaysia / Malaysia's Most Valuable Brands. Putra Brand Awards 2010 - Finance

Gold Award

�Asian Banker Excellence in Retail Financial Services Awards 2010

� Euromoney Awards 2010

- Best Private Banking Services

Overall – Malaysia

Introduction

1

2

3

4

Strategic Objectives:-By 2015 to be:

Undisputed No.1 Retail Financial Services

provider in Malaysia

The leading ASEAN wholesale bank

eventually expanding to Middle East, China

and India

Domestic Insurance Champion and emerging

regional player

Truly regional organisation, with ~40% of pre-

tax profit derived from international

operations

Largest Islamic bank in ASEAN

5

VISION:VISION:To be a Regional

Financial Services Leader

MISSION:MISSION:Humanising Financial

Services from the Heart of ASEAN

OUR ASPIRATIONS

Introduction

HRSSC

JOURNEY

HR SSC Journey

Years

WAVE 1 WAVE 2 WAVE 3 WAVE 4

Year 2009 - 2010

Background of HRSSC

Consolidation

& Execution

Establishment

Transformation

Assessment/

Stability

6

GHC

HR Shared Service Centre (HR SSC)

• Data Integrity

•Business Intelligence• Cost Containment

• Cost Avoidance•Document Management & Archiving• myHR2u

• Employee Self-Service• Manager Self-Service

• Automation of business processes for efficiency & cost savings

• Talent Management Suite

• Performance Management

• e-Recruitment

• Provision of standard & customized reports

• Governance & Compliance

• Business Strategies

• Legal Implications

• Staff Engagement

• Reputational

Risk

• Customer Service focus

• Rapid turn around• Central database

access

Very Pro-Active !!

Strong “E” Core Value !!

Speedy Service !!

Context: Strategic Role of HR SSC

Background of HRSSC

Scope of Services80 % Services80 % Services

Tier 1(Over The Counter Service)

ESS/MSS HR Helpdesk

Tier 2(Subject Matter Experts)

SDM BI BRM RM BenRem

Background of HRSSC

20 % Services20 % Services

HR SSC Business Operating Model

Where we are Where we are Where we are Where we are now?now?now?now?

What we want to What we want to What we want to What we want to achieve ?achieve ?achieve ?achieve ?

HRSSC HRSSC

HR SSC: Lack of FOCUS on Humanization

Delighting Our Internal Customer & Our Strategic Role

Humanizing HRSSC

Strategic Role

Humanizing

HRSSC

Strategic

Role

MISSION STATEMENT

Make A Great Impression on every Customer

To become the ambassador for internal

customer service excellence in line with the

“Customer Service Culture Transformation”

LOGO

TAGLINE

M.A.G.I.CM.A.G.I.C


Internal Customer

Service

Strategy

Spring cleaning Activity

Refurbishment of lobby area

Magazine/Book rack atlobby area

Premises

Smile Campaign

Customer Centric Work

Process

HRSSC Logo

Campaigns

3 Rings Campaign

HRSSC Theme Song

HRSSC Tagline

Internal News Bulletin

Wall of Fame

Automation

Review of Processes

Handling Customer

Customer Service Culture

Business Improvement

Phone Etiquette

Courtesy

Grooming Managing Difficult

Customer

Bowls of Sweets at lobby area

Mystery Gift

Customer Relation Personnel

WOW Effects

Going Beyond Expectations


Spring Cleaning

Spring Cleaning

Spring Cleaning

Spring Cleaning Directory at LobbyDirectory at LobbyDirectory at LobbyDirectory at Lobby

PREMISES

� Creating a fun working environment

� Quarterly Spring Cleaning to ensure cleanliness and promote team work

� Innovative Directory and Wall of Fame to promote a “Humanized HRSSC”

Lobby Ar

ea

Lobby Ar

ea

Lobby Ar

ea

Lobby Ar

ea

Wall of F

ame

Wall of F

ame

Wall of F

ame

Wall of F

ame


3 RINGS Campaign3 RINGS Campaign3 RINGS Campaign3 RINGS Campaign SMILE CampaignSMILE CampaignSMILE CampaignSMILE Campaign

HRSSC CafeHRSSC CafeHRSSC CafeHRSSC Cafe

CAMPAIGNS & ACTIVITIES

PD: Team BuildingPD: Team BuildingPD: Team BuildingPD: Team Building

GO GREEN CampaignGO GREEN CampaignGO GREEN CampaignGO GREEN Campaign

Indoor GamesIndoor GamesIndoor GamesIndoor Games


Review of Processes

Review of Processes

Review of Processes

Review of Processes

CUSTOMER SERVICE

CULTURE

� Customer Centric Culture

� Process Automation

� Business Process Improvement & TAT Reduction

� Professionalism at Work

� Customer Needs are

NO. ONE

Groomin

gGroo

ming

Groomin

gGroo

ming

Courtesy

Courtesy

Courtesy

Courtesy


Customer DayCustomer DayCustomer DayCustomer Day

� Sweet are served in the lobby and conference rooms to SWEETENcustomer experience

� MYSTERY GIFT are given to customers who provide constructive comments/feedbacks to HRSSC

� Customer Relation Personnel are always ready to SERVEinternal customers with professionalism

Bowls of SweetsBowls of SweetsBowls of SweetsBowls of Sweets Mystery GiftMystery GiftMystery GiftMystery GiftCustomer Relation Customer Relation Customer Relation Customer Relation

PersonnelPersonnelPersonnelPersonnel

WOW EFFECT!!!


HR Shared Service Centre Vision

Years

HRSSC

JOURNEY

Going the EXTRA MILE…

HR SSC VISION

THANK YOUTHANK YOU