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

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

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)

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*****

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

AXA UK & Ireland vision statement We deliver on our promises and ensure simplicity and transparency in everything that we do 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) We are the trusted market leader, employing the best people to provide confidence, outstanding value and superior service to our customers*. We protect our customers businesses, and people’s families and lifestyle Our service sets us apart from the competition by delivering a reliable and consistent experience 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

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

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 Direction setting Leading change Role modeling behaviours Recruitment Development Rewards & recognition Retention TRUST Values Mindsets Behaviours Excellent employment environment Workplace – fixing the basics Working practices Corporate responsibility Communications

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

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

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)

Our aims Advice and guidance to line managers via HR direct advisors ““ 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)

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

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

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

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!