Regus Global Shared Service Centre The GSC Rome November 2013

What does the GSC do for you?

Why do companies build GSCs? Low cost Efficient Scalable Processes Enable growth Drive down cost Standardize Centralize Automate Low-Cost location Eliminate Additional benefits: Visibility Control Metrics

How do GSCs work well? Group Field GSC Set policy Define global processes Apply policy and processes Transactional work Monitor compliance Report exceptions Feedback ideas and opportunities

A brief history of the GSC GSC March 2011 Kick off at Stockley Park August 2011 first activities migrated October 2011 Mindy joins as GSC director Through 2012 lift ‘n’ shift continues from Belfast, Dallas and Prague. Standardisation of migrated processes starts Automation opportunities identified. Work begins on systems development complete migration. Automation delivery. Policy and process standardisation.

Where is the GSC? Manila, Philippines W building Finance Netcube IT

Why the Philippines?

Fast Facts 86,000 tickets / month, 1 million annually Billing 34,000 invoices / month, 408,000 annually Accounts Payable 185,000 cash items / month, 2.2 million annually Accounts Receivable Accounting 81,000 journal lines / month, 1 million annually

Challenges 1 Problems with Bills They take too long to update Customers don’t understand them Can’t see the amount due What we are doing Straight through processing for OSA, Credit Note, retainer uplift, renewals, name changes etc Invoice redesign with statement Global service catalogue, standard naming and glossary

Challenges 2 My customer says she has already paid What we are doing Automating bank upload and cash matching New invoice template Statement of account on POS Drive “pull” payment methods When will he get his retainer back? What we are doing Retainer refund automation in Q1

Challenges 3 My supplier has not been paid What we are doing Better communication of when the supplier will be paid Improved payment authorisation process Improved / automated cash management process We have not had the invoice We haven’t processed the invoice The invoice is not due for payment We haven’t approved the payment The money is not there to pay

Challenges 4 Nobody listens to my problems What we are doing Escalation matrix on Rspace Regular reporting and KPIs Regular forum calls Training in GSC Global cultural training – both ways Automation will reduce the need and the “back and forth” Nobody tells me what’s going on

What we aim for

What’s Next Automation ARP Finance Systems Standardization Process Policy Efficiency Removal of non value work Control Review Analysis Trending Policy Adherence Gap

We all play for the same team?