Sample offshore center charter

1. Selena Sol presents….. EXAMPLE OFF-SHORE CENTER CAO CHARTER for CAO’s & business managers selena@selenasol.com http://www.linkedin.com/pub/eric-tachibana/0/33/b53 http://www.slideshare.net/selenasol

2. STRUCTURE EXTENDED TEAM (Operating Committee) CORE TEAM (*) Robert Plant Biz Unit 2 Robert Johnson Biz Unit 3 Robert Smith Biz Unit 1 Bob Frog (MD) Center CAO ETC Biz Unit Y ETC Biz Unit Z ETC Biz Unit X Bob Dole Administration ETC Biz Unit Y ETC Biz Unit Z ETC Biz Unit X Selena Sol (DIR) Center COO ETC Biz Unit Y ETC Biz Unit Z ETC Biz Unit X ETC Biz Unit X EXTENDED TEAM (Employee Engagement) Lim Li Hsien (AVP) Business Manager • MONTHLY REPORTING TEAM • Selena Sol • Rocky Balboa • Bart Simpson • Freddy Mercury (Biz Unit 1) • Snoop Doggy Dogg (Biz Unit 3) • Bob Marley (Biz Unit 4) • Count Basie (Biz Unit 6) Bart Simpson (Intern) Employee Engagement • EMPLOYEE ENGAGEMENT COUNCIL • Selena Sol • Bart Simpson • Freddy Mercury (Biz Unit 1) • Snoop Doggy Dogg (Biz Unit 3) • Bob Marley (Biz Unit 4) • Count Basie (Biz Unit 6) Rocky Balboa (Intern) Reporting, Legal & Compliance

3. 2011 CENTER CAO STRATEGIC INTENT WHERE WE WANT TO GO • VISION • The XYZ Center will deliver tangible competitive advantage as a core component of Global Location Strategy • MISSION • Ensure that XYZ Service Center teams deliver value that is strictly aligned to global and regional business objectives and that policies, processes, culture, organizational structures, Employee population skills, and the physical environment are consistent with, and drive, global location strategy objectives, ensuring that the right type of work is done out of the center, at the quality required, and at the right cost base. • VALUES • Collaborative & Inclusive, Operationally Innovative, Consistent & Accurate • TACTICAL GOALS TO SUPPORT INTENT • DIRECT STAKEHOLDERS • XYZ Country Leadership Council • XYZ Service Center Operating Committee • Regional Technology and Operations Governance Forums • Regional CEO/COO • External regulatory bodies • Regional and Global Unit Execs & CIOs • ABC Stakeholder HOW WE GET THERE OUR COMPASS WINS WE MUST DELIVER WHO WE SUPPORT 3

4. 2011 XYZ SERVICE CENTER CAO TACTICAL WORKSTREAMS BUSINESS MGMT COMMUNICATIONS Employee ENGAGEMENT MANAGEMENT ROUTINES • MISSION • Capture & analyze “the right” operational data to help drive alignment of operations to strategy in a consistent way. • LEAD • Bob Frog • CORE ACTIVITIES • Financial Management • Workforce Mgmt & Sourcing • Occupancy & Facilities Mgmt • XYZ Service Center Corp Secretary • Regulatory support • 2011 PLAN • MISSION • Drive strategic messages across the entire organization & provide stakeholder transparency • LEAD • Bob Frog • CORE ACTIVITIES • Management Reporting • Employee Messaging • Website Management • 2011 PLAN • MISSION • Work with HR and Employee Engagement Council to ensure that Employees are fully engaged, aligned through culture, & continually improving through learning • LEAD • Selena Sol • CORE ACTIVITIES • Leadership Development • Employee Engagement & Culture • Learning • 2011 PLAN • MISSION • Ensure that the team works collaboratively across all lines of business • LEAD • Selena Sol • CORE ACTIVITIES • Shepherd Business Support & LOB Execs across Enterprise Units • Support adoption of best practice standards where appropriate • 2011 PLAN 4

5. XYZ SERVICE CENTER 2011 BUDGET (PROPOSED) We seek management approval to spend $77,800 for center-wide 2011 programs ! * Grayed out rows are funded at the Country/Regional/Global level ! CAO office is doing more with less budget ! Programs drive strategic ROI * Survey done in Nov 2010 5

6. XYZ SERVICE CENTER 2011 EMPLOYEE ENGAGEMENT PROGRAM STEERING COMMITTEE • SCOPE • Group strategy, budget management, face-off to XYZ Service Center OpCo and XYZ ExCo • TEAM • Selena Sol • Li Hsien Lim • ABC • DEF • GHI COMMS FINANCE • SCOPE • Ensure that all communications to promote events are consistent & approved by CAO / Corporate Comms • TEAM • Bob Frog • SCOPE • Ensure that all events spend within the total annual budget • Drive the claims and charge-out process for all events • TEAM • Neil Gaimen • Brian Michael Bendis TEAM A TEAM B TEAM C TEAM D TEAM E • SCOPE • TEAM • Person • Person • Person • Person • Person • SCOPE • TEAM • Person • Person • Person • Person • Person • SCOPE • TEAM • Person • Person • Person • Person • Person • SCOPE • TEAM • Person • Person • Person • Person • Person • SCOPE • TEAM • Person • Person • Person • Person • Person Note: L – Team Leader DL – Deputy Team Leader * To be confirmed 6

7. APPENDIX APPENDIX

8. APPENDIX: XYZ SERVICE CENTER VALUE PROPOSITION • Availability of talent pool • Highly educated local workforce • Ease in bringing in foreign talents, i.e. hiring from the region (with local packages) • Despite strong competition for talent pool (against major competitors with similar • presence in XYZ), XYZ Service Center maintained healthy attrition rate of <10% • Developed infrastructure • Outstanding infrastructure i.e. data networks, telephony • Strict data protection laws, with strong international reputation. Critical to many local • regulatory requirements for an outsourcing service provider • Pro-active government support e.g. talent sourcing, licensing, real estate, funding etc. • and political stability • Domain Hub • XYZ is the undisputed financial hub for AAA, and very competitive as one of several hubs in ZZZ(competing with 123, 456, 999). Mainly driven by its competitive regulation, low tax rates and strict secrecy laws. • BBB as a financial services regulator has been pro-business and provide various means to assist the development of XYZ as a financial and services hub • Other international banks who have established service (IT and/or operations) centres in XYZ includes AAA, BBB, CCC, DDD amongst others • Time-zone efficiencies • Able to support CCC and DDD across 2 shifts • For CCC time zone, most suitable to support: • Night-shift (XYZ day-time) • Pre-market opening processes (CCC overnight processes) for enhanced process efficiency • Cost advantage • Not the lowest cost regime, but highly competitive with major global metros • Manageable salary inflation, compared to other high growth market

9. APPENDIX: XYZ SERVICE CENTER LEADERSHIP MOOKIE MOOKO, COO CHEWIE CHEWBACCA, CAO Mookie Mooko is the XYZ Service Center COO and Corporate Secretary. Mookie has extensive experience in technology & operational management. Prior to his current role, Mookie was regional COO for Goofing Dept, covering Clubhouse Mgmt, and COO for Gaming in Asia Pac & across the Offshoring Centers in XYZ, ABC, 123, & 456. Outside of work, Mookie teaches as an Adjunct Professor at the University of XYZ in the MBA school, with specialties in Entrepreneurship and Intrapreneurship. Along the way, Mookie has also authored 8 books on software development and innovation management Five score years ago, a great American, in whose symbolic shadow we stand today, signed the Emancipation Proclamation. This momentous decree came as a great beacon light of hope to millions of Negro slaves who had been seared in the flames of withering injustice. It came as a joyous daybreak to end the long night of their captivity. But one hundred years later, the Negro still is not free. One hundred years later, the life of the Negro is still sadly crippled by the manacles of segregation and the chains of discrimination. One hundred years later, the Negro lives on a lonely island of poverty in the midst of a vast ocean of material prosperity. One hundred years later, the Negro is still languished in the corners of American society and finds himself an exile in his own land. And so we've come here today to dramatize a shameful condition. DOODY, INTERN LAURYN TACHIBANANA, BUSINESS MANAGER During my lifetime I have dedicated myself to this struggle of the African people. I have fought against white domination, and I have fought against black domination. I have cherished the ideal of a democratic and free society in which all persons live together in harmony and with equal opportunities. It is an ideal which I hope to live for and to achieve. But if needs be, it is an ideal for which I am prepared to die. We shall go on to the end, we shall fight in France, we shall fight on the seas and oceans, we shall fight with growing confidence and growing strength in the air, we shall defend our Island, whatever the cost may be, we shall fight on the beaches, we shall fight on the landing grounds, we shall fight in the fields and in the streets, we shall fight in the hills; we shall never surrender, and even if, which I do not for a moment believe, this Island or a large part of it were subjugated and starving, then our Empire beyond the seas, armed and guarded by the British Fleet, would carry on the struggle, until, in God's good time, the New World, with all its power and might, steps forth to the rescue and the liberation of the old.