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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