BUILDING NEW CAREER PATHS:

THE EMERGENCE OF THE GLOBAL BUSINESS SERVICES PROFESSIONAL

BEN HUANG-PANALPINA GLOBAL BUSINESS SERVICES CENTER HEAD (WUHAN, CHINA)

Current position:

Panalpina Global Business Services Center Head(Wuhan, China)

Professional qualifications:

• CGMA-Chartered Global Management Accountant

• CIMA® Member

• Certified GBS Professional by CIMA® & Hackett Group

• Certified Lean Six Sigma Master Black Belt by SigmaPro ® Inc.

• Certified PMP® Project Management Professional

• Certified PRINCE2® Practioner

Ben Huang

Speaker Profile

PANALPINA’S GLOBAL NETWORK

70+ Countries

90+Countries with partner presence

500Offices worldwide

15,000Employees worldwide

Headquarters Countries with Panalpina offices Countries with partner presence Note: World map based on the official UN published maps

Headquarters

-- Basel

PANALPINA WUHAN GBS INTRODUCTION

Core business activities

Air Freight Ocean Freight Logistics Energy Solutions

• Central procurement and capacity

management

• Strategic partnership with leading

carriers

• NVOCC

Pantainer Express Line

• Intermodal services

• 450 LCL Services

• Managed Solutions

• Value-Added Services

• Lead Logistics Provider

(LLP)

• Warehouse and distribution

• Overland

• Turnkey project logistics Management

• Out-of-gauge and heavy lift handling

and transport

• Break bulk and chartering

• Project planning and

study consulting

• Transport engineering

• O&G tailored hub logistics

• Offshore marine services

• Rig move and field supply concepts

• Tailored service levels,

from intermodal sea-air to temperature

controlled services, also available door-

to-door

• Cargo 2000 (C2K) milestone tracking

and paperless flights

• Central procurement and strategic

partnerships

with leading airlines

• Controlled airfreight network

• 24x7 hub, charter and emergency

services

PANALPINA WUHAN GBS INTRODUCTION

GBS Delivery Model is based on Hybrid Model of 3 captive GBS sites plus external BPO outsourcing

GBS

GBS

GBS

GBS Prague

GBS Wuhan

GBS Manila

GBS Delivery modus Languages

GBS Prague Regional delivery Europe European languages

GBS Wuhan Regional delivery China / Global delivery World Chinese / English

GBS Manila Regional delivery Asia & MEAC / Global delivery World English / Other Asian

PANALPINA GBS-WUHAN AT A GLANCE

Establish year

2009

Education & age

90% bachelor degree

Average 25 years old

Office location

Wuhan, China

Gender split

95% female

5% male

Service coverage50 + countries

Multi-functional

Business Operations

Office size

1685.68 sqm

Max. 300

employees

EVOLUTION & DEVELOPMENT OF GBS-WUHAN

7

CSC

Centralized Service Center

Y 2009

BSC

Business

Service

Center

Y 2014

GBS

Global Business

Services

Y 2015

Low Complexity

More

function

scopes

High Complexity

Single

Function

WHAT IS A WORLD CLASS GBS

8

WORLD-CLASS GBS KNOWS TALENT IS THE TRUE FOUNDATION OF THEIR SUCCESS

9

CHALLENGES FOR GBS TO ACHIEVE WORLD CLASS PERFORMANCE

10

THE TRADITIONAL TALENT MANAGEMENT APPROACH PROVES INSUFFICIENT

11

Gap: What still missing??

Talent recruitment

Business Acumen

Career Path

Work-Life Balance

Training Budget

FROM TRADITIONAL BUSINESS LEADER TO WORLD CLASS GBS LEADER

12

GAP BETWEEN TRADITIONAL LEADER AND WORLD CLASS GBS LEADER

13

Traditional Business/Operations Leader World Class GBS Leader

Standard leadership development curriculum:

Coaching

Presentation skills

Objective setting & Performance evaluation

Communication skills

Business manners

Business email writing skills

Standard workforce planning

Single functional Business Acumen

Interview skills

Specific competency-based programs based on the

GBS site scope requirements:

Multi-functional business acumen

Migration project management methodologies

SLA/OLA contracting and governance

Shared service management governance

Internal transfer pricing strategies

Value tracking & big data analytics skills

Lean six sigma/transformation

Agile workforce planning

Automation engineering

Global End-to-end process ownership & governance

A PROFESSIONAL IDENTITY IS DULY NEEDED FOR SHARED SERVICES

14

GLOBAL BUSINESS SHARED SERVICES IS NOT A SHORT-LIVED CAREER PATH

15

Comprehensive Performance

Benchmarking

In-depth best practice sharing

Knowledge management

Industrial research &

studies

Training & Certification

EXAMPLE: WORLD-CLASS GBS OUTPACE THEIR PEERS

16

GENERAL TRAINING & DEVELOPMENT PER JOB LEVEL SEGMENTATION

17

Individual Effectiveness

Basic know-how, IT, Effective Communication, Time Management, Business Email Writing

Orientation Program

Vision, Values, CoC, Compliance, Policies, Business, Strategy, Function Introduction & Job Knowledge/Specific

General Management/ Industry Knowledge

Management Accounting

HR for Non-HR

Certification of Global Business Service

Operational Excellence

Lean Six Sigma (Greenbelt)

Logistics Excellence

PRINCE2

Leadership

Steering Success

Personify Leadership

All Employee

Manager/Team Lead

Senior Manager

Service Delivery Lead

Target Role

Panalpina

GBS-Wuhan

new

new

WHAT WE DID IN GBS WUHAN IN YEAR 2015

18

Tailor-made Leadership Development

Program for GBS

GBS WUH GRADUATE TRAINEE PROGRAM

PANALPINA GBS WUHAN GRADUATE TRAINEE PROGRAM

GBS WUH GRADUATE TRAINEE PROGRAM

GBS WUH GRADUATE TRAINEE PROGRAM

• To develop and strengthen a local management

team with talent people of appropriate experience

and expertise to support its increasingly complex

functions in GBS Wuhan.

• Through the 24-month Graduate Trainee Program,

We aims at grooming talent graduate trainees to

become our future leaders with certified GBS

professional knowledge and skills

Program Objectives

• Duration: 24 months

• Location: GBS Wuhan

Program Outline

GBS WUH GRADUATE TRAINEE PROGRAM

GLOBAL BUSINESS SERVICE CENTER WUHAN

Program Overview

Onboarding

&

Orientation

Frontline

Operations

Job

Rotation I

Project

Assignment

Challenging

Position

Job

Rotation II

Project

Assignment

Start EndIn 24 Months

Mentoring

& Coaching

by Senior

Management

Performance

Management &

Assessment

• To help graduate trainees to solve

problems in work and life.

• To concentrate on the individual

development needs and goals based

on their career aspirations.

• To select member from management

team (Manager level) act as mentor

of the trainee throughout the

program.

• CIMA GBS Certification 50/100

• Performance review from the

corresponding direct supervisors 50/100

• Overall Passing Score 80/100

GLOBAL BUSINESS SERVICE CENTER WUHAN

GBS WUH GRADUATE TRAINEE PROGRAM

24-Month Learning & Development Plan

Core Value

Mindset

System & process

knowledge

On job training

Business

awareness

Soft Skills

CIMA CGBS

Lean

Six Sigma

GBS WUH GRADUATE TRAINEE PROGRAM

GLOBAL BUSINESS SERVICE CENTER WUHAN

Certified GBS Professionals development program

• Adoption of CGBS Program of learning & certification examination from CIMA & the Hackett Group

• A life-long professional learning & development qualification career pathway

APPENDIX

GBS WUH GRADUATE TRAINEE PROGRAM

Summary of skills and capabilities training by level

Certificate in GBS – the learning experience

Diploma in global business services (dgbs)

Advanced diploma-global business services (adgbs)

SUMMARY OF SKILLS AND CAPABILITIES TRAINING BY LEVEL

GBS WUH GRADUATE TRAINEE PROGRAM

CERTIFICATE IN GBS – THE LEARNING EXPERIENCE

GBS WUH GRADUATE TRAINEE PROGRAM

DIPLOMA IN GLOBAL BUSINESS SERVICES (DGBS)

GBS WUH GRADUATE TRAINEE PROGRAM

ADVANCED DIPLOMA-GLOBAL BUSINESS SERVICES (ADGBS)

GBS WUHAN GRADUATE TRAINEE PROGRAM

GBS WUH GRADUATE TRAINEE PROGRAM

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