14-15 September 2016
Lisbon, Portugal
#DeloitteSharedServices
Deloitte Shared Services, GBS & BPO Conference
Plenary 6: Lloyds Bank – Driving value in a shared services centre environment through robotics, analytics and a service excellence program
Steve McKenna, Lloyds Bank
© 2016 Lloyds Banking Group plc and its subsidiaries
LBG: WHO WE ARE
Lloyds Banking Group is made up of many strong, recognisable brands, operating through a multi channel network of branches, telephony and online
© 2016 Lloyds Banking Group plc and its subsidiaries
• Core to our strategy
• People, Businesses and Communities
• Our Values
HELPING BRITAIN PROSPER – A CLEAR PURPOSE
© 2016 Lloyds Banking Group plc and its subsidiaries
FINANCE IN LBG
Finance plays a significant role in supporting the operations of Lloyds Banking Group
LBG Finance consists of c3,000 Colleagues spread across four main hubs
Finance Strategy is at the heart of the LBG Group Strategy, securing and building the financial strength and performance of the Bank
© 2016 Lloyds Banking Group plc and its subsidiaries
FBS: WHO WE ARE
The Finance Business Services team (FBS) is Finance’s only cross-Divisional shared services centre
13%of LBG Finance – 400 FTE providing Finance Shared Services to all Finance Divisions
Simplifying processes
Reducing cost, driving efficiency
Enabling our Business Partners
“”
© 2016 Lloyds Banking Group plc and its subsidiaries
How?...Culture
Our way of working - Service Excellence
Innovation - Robotics
FBS: OUR JOURNEY SO FAR
The team has grown and evolved in the last four years and we have worked hard to change perceptions and provide value to Finance
2013
2014
2015
2016
...to
Innovation centre
We were seen as a factory
Engagement wasn’t fantastic
Our customers didn’t buy into centralisation
from
Factory…
© 2016 Lloyds Banking Group plc and its subsidiaries
Challenge Empowerment
Feedback Colours
The BOX!
OUR JOURNEY: CULTURE MADE THE DIFFERENCEBy focusing on culture and investing time in our people we have become a part of the business that others are keen to join
Agile Compressed Hours
Job sharing Technology
Toolkits
© 2016 Lloyds Banking Group plc and its subsidiaries
OUR JOURNEY: CULTURE MADE THE DIFFERENCEWe give our people a say in the team that they are part of
Our initiatives empowerColleagues, giving them a chance to develop, identify opportunities for improvements whilst having fun!
“
”
© 2016 Lloyds Banking Group plc and its subsidiaries
OUR JOURNEY: FOCUS ON SERVICE EXCELLENCEService Excellence is a way of working that we have adopted in LBG Finance with FBS leading the way
Early scepticism – now we work to sustain
Initially adopted in FBS to generate
capacity savings – now a way of working
Used to engage teams, focus on priorities,
ensure we are spreading workload
effectively
Mood?Capacity?
“”
© 2016 Lloyds Banking Group plc and its subsidiaries
OUR JOURNEY: FOCUS ON ROBOTICS
We had a bumpy start to our Robotics journey and learnt a lot from it
Not
Ready..
We played a
poor hand
poorly
Go...!
Build an RPA
capability
Set..
Established RPA
in LBG - leading
the way
Attended
Wrong product
Costly
Waterfall
No value
Colleagues demotivated
Unattended!
Deloitte networks
UiPath
IT Engagement
Low cost
Colleagues felt the value
Virtual infrastructure
Commercials
Opportunity Assessments
Operating Model
Communications Strategy
Funding
© 2016 Lloyds Banking Group plc and its subsidiaries
OUR JOURNEY: CHANGING PERCEPTIONS
From scepticism to success and at the heart of the Finance strategy – FBS is seen as a place where colleagues want to work
2014
2015
2016
FBS is seen as a driver of thought & innovation
Robotics doing the legwork
FBS at the centre of Finance Strategy
2013
25%..of LBG Finance in FBS
Colleague Engagement
Line Manager Index
Incre
asin
g Incre
asin
g
© 2016 Lloyds Banking Group plc and its subsidiaries
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