American Express India Becoming

A Great Place to Work

2

Today’s Discussion

Our Company

The People Factor The Human Resources Context in India

What We’ve Learned

3

Our Vision: “To Become the World’s Most Respected Service Brand”

Leading global payments and travel company

World’s largest issuer of charge and credit cards

Operations in 175 countries, 2300 offices around the globe, 60k+ employees

American Express India – largest employee base outside the US

4

The People Factor

5

The Human Resources Context in India

Growing hiring needs

Growing skill diversity

Performance oriented culture

Hot employment market

Increasing Gen Y representation

Low leadership tenure

6

What We’ve Learned

Recruit for success

Build a differentiated workplace

Measure ‘engagement,’ not ‘satisfaction’

Make Diversity & Inclusion a key focus area

Ensure leadership commitment

7

Recruit for Success

Involve your best performers in the hiring process – they will select people like themselves

Actively manage low performers to reduce variability

8

Build a Differentiated Workplace

Engage with families through relevant programs

Promote preventive healthcare

Enable work-life integration Build a culture of performance and recognition

Focus on transformative engagement and build avenues to support

innovative thinking and risk taking among all employees

9

Measure ‘Engagement,’ Not ‘Satisfaction’

Satisfied employees don’t produce results, engaged employees do

Employee engagement that transforms: when employees are motivated and empowered to think and act like business owners

Healthy employee environment

Productivity & customer satisfaction

Employee-driven innovation & change

Evolution of American Express’ Engagement Focus

PAST FUTURE

Leaders should leverage employee pulse results to drive engagement that transforms

10

Make D&I a Key Focus Area

Underrepresented talent groups (e.g., women and differently-abled people) can open many new talent sources for organizations, especially in growth economies with “talent wars”

The employee base should reflect the changing face of the customer in order to better understand and address diverse customer needs

The new age customer is more aware, connected and demanding, and meeting his or her needs requires innovative and differentiated thinking

D&I drives financial performance Studies indicate that companies with the highest representation of women in top

management teams experience, on average, better financial performance than companies with the lowest female representation!

11

Ensure Leadership Commitment

Through tangible linkage to Leadership Goals

Through inclusion in Leadership Competencies

Effective Leadership

leading to…

12

Thank You