AXA case study

1. AXA case study Fiona Nottingham Head of Group HR Systems

2. AXA HR in 2007 – Our journey towards “Preferred Employer” and Ambition 2012

3. Introduction • AXA is a global leader in financial protection • Major operations in Europe, North America and Asia/Pacific area • 51.5 million customers throughout the world • 120,000 employees worldwide (incl. Winterthur) • Operates in around 50 countries • Total assets under management €1,064 billion (approximately £725 billion) • €72 billion in worldwide consolidated revenues in 2006 (approximately £49 billion)

4. Introduction • AXA UK Group plc is a core part of the global AXA Group • 5th largest general insurance company • 6th largest life assurance company • 2nd largest healthcare insurance company • 13,000 employees in the UK • AXA UK comprises: • AXA Insurance • AXA Life • AXA PPP Healthcare (OHS & Denplan) • AXA UK (Corporate Centre) • AXA Ireland • Winterthur*****

5. AXA’s global vision is to become ‘The preferred company’… For our customers & clients • Quality of the relationship • Quality of the advice • Solution • Delivery Strong cultural change Strong differentiation in clients’ mindset Be close & qualified For our employees For our shareholders • Motivation • Career management • Empowerment • Recognition • Reward • Trust • Openness

6. AXA UK & Ireland vision statement We deliver on our promises and ensure simplicity and transparency in everything that we do We are the trustedmarket leader, employing the best people to provide confidence, outstanding value and superior service to our customers*. Our customers and stakeholders regard our people as the ones who serve them best. AXA brings out the best in every individual and team We run our business as one team, with one mission and a unified sense of responsibility We grow profitably to be top 3 in our chosen market (market segments TBD) Our service sets us apart from the competition by delivering a reliable and consistent experience We protect our customers businesses, and people’s families and lifestyle We exist to serve our customers. We understand their needs better than the market, so we can provide great propositions to consumers and help distributors grow their businesses We offer outstanding value propositions * Customers = Consumer and Distributor

7. To achieve our trust culture we will role model and enable the new mindsets…

8. The ‘best people’ strategic theme is driven & measured against 3 key levers… Strong&dynamic leadership People based organisation • Key outcomes • Greater employee engagement • Lower attrition & regrettable losses • Greater employee advocacy • Higher external attraction • OPTIMISE BUSINESS PERFORMANCE • Recruitment • Development • Rewards & recognition • Retention • Direction setting • Leading change • Role modeling behaviours TRUST Values Mindsets Behaviours Excellent employment environment • Workplace – fixing the basics • Working practices • Corporate responsibility • Communications

9. HR services model – to be CUSTOMER JOURNEY HR SPECIALIST ADVICE & GUIDANCE HR SUPPORT INTRANET CONTACT CENTRE CENTRES OF EXCELLENCE PAYROLL SYSTEMS / MI / SALT

10. HR services model - continued SELF SERVE TIER 1 TIER 2 TIER 3 CENTRE OF EXCELLENCE 1% CONTACT CENTRE 28% EXPERT ADVICE 5% INTRANET 66% CUSTOMER QUERY / CASE COMPLICATION

11. How did we make this happen?... Review of HR delivery model • Complexity of HR structure and delivery model, e.g. standardisation and duplication • Scope of activity delivered by HR and centres of excellence • Suitability and scope of existing technology • Resourcing including staff numbers and capability • Costs of delivering the service • Complexity of processes and level of standardisation by business unit • Performance measures and suitability (qualitative and quantitative)

12. Our aims ““ We aim to deliver transactional HR services to an exceptional standard” • Advice and guidance to line managers via HR direct advisors • Centralised admin processes – recruitment admin, eye tests, maternity case management, redundancy processing, reference requests, production of all employee contracts • Produce and analyse all HR MI for the business • Manage all FSA requirements for HR • Implement and co-ordinate compliance across HR • Ownership and management of HR/Payroll self service, both BAU and development • Payroll processing and queries • Manage performance and pay review processes • Management of all HR Systems (recognition shop, eRecruitment, group learning management systems, intranet, advice line)

13. HR payroll/admin systems - Source An e-enabled Human Resources system for managers and employees across all operating companies • Key features • On-line system that holds information on all employees • Allows employees to input & update their personal details • Managers able to input/update their teams compensation details, monitor sickness/absences etc. • Enables managers to have consistent management information on their team • Fully worldwide web based system

14. Key benefits • To the company: • Introduce a consistent group approach for processing • Reduce costs in licence and maintenance fees arising from economies of scale • Improved data integrity • HR able to focus on adding value to the business, increasing efficiency • To managers: • Increase efficiency, resolves duplication & saves time • Allows them to track and monitor changes • Greater “ownership” of employee • To employees: • Control of their own personal details • Able to update and manage their own personal details • Apply for a loan (season ticket or study leave) themselves • View their payslips

15. Challenges…! Communication and engagement • Key stakeholders • Executive committee, HRDs, Business Partners, Unions, managers, employees • Focus Groups • Communication tools – intranet, weekly newsletters, briefing sessions, email • Face-to-face training • eLearning

16. Summary HR has a huge mandate and fantastic opportunity to drive the delivery of the AXA UK & Ireland Strategy… But we can only make this happen with a strong foundation platform which includes self service systems AND self service culture!