Global Technology, Services & Operations
Alistair Currie
Group Chief Operating Officer
Business profile
Global Technology, Services & Operations is ANZ’s business support division responsible for the delivery of technology, shared services and operations through our operating hubs in Melbourne, Wellington, Bangalore, Manila, Chengdu and Suva. The division is also responsible for major transformation projects and ANZ’s property and facilities. The division was formed during 2012 to provide an integrated approach to ANZ’s business transformation agenda and to enable and accelerate the delivery of the Group’s super regional strategy. This includes a focus on rapid productivity improvements and delivering value to our customers.
Business highlights
Technology
- Continued strategic progress in aligning and reshaping technology to support our super regional strategy as part of ANZ’s Technology Roadmap. This includes upgrading legacy systems, new system delivery to support growth, and digital innovations including ANZ Transactive and ANZ goMoney™.
- Service incidents decreased significantly, down 26% during 2012 providing increasingly seamless service to our customers.
- Operating costs remained flat with the division absorbing volume growth through efficiencies and improved resource use.
Services
- Improved efficiency primarily through improvements to sourcing and property management.
- Supported ANZ’s sustainability strategy by maintaining our global carbon neutrality status, significant reductions in paper use through process improvements and the introduction of managed print services, and a focus on sustainable global property solutions. For example, our Singapore offices are located in the Ocean Financial Centre – the first high-rise office development to receive the Platinum Green Mark from Singapore’s Building and Construction Authority.
- ANZ’s online environmental reporting system was extended to 32 countries, improving our environmental performance management.
Operations
- Continued standardising processes to better serve our customers and reduce operational costs. For example, implementation of automated case management and increased system integration for ANZ Travel Cards.
- Connecting our hubs in Bangalore, Manila, Chengdu and Suva under the umbrella of Group Hubs.
- Opening a second campus in Manila and moving to new larger premises in Chengdu to support future growth and expansion.
- Demonstrating business continuity planning and risk management, our Bangalore Hub held a successful bank‑wide business continuity simulation exercise.
| 2012 | 2011 | Movt (%) | |
|---|---|---|---|
| Operating income | 294 | 153 | 92 |
| Operating expenses | (418) | (366) | 14 |
| Profit before credit impairment and income tax | (124) | (213) | (42) |
| Provision for credit impairment | (125) | (254) | (51) |
| Profit before income tax | (1) | (41) | (98) |
| Income tax expense and non-controlling interest | 78 | 96 | (19) |
| Profit after tax | (47) | (158) | (70) |
Our regional network benefits employees and customers
Chengdu Hub
Our expanding network of operations throughout the Asia Pacific region is helping us to effectively and consistently promote the health and wellbeing of our employees.
In 2012 we further strengthened our programs, promoting the health, safety and wellbeing of our employees across our regional hubs in Bangalore, Chengdu, Manila and Suva. Integration across the four hubs was a key focus, enabling the development of common objectives and targets, and encouraging sharing of good practices.
Our health, safety and wellbeing programs had reached a mature stage of implementation in Bangalore, closely followed by Manila, which assisted the 2012 rollout in Chengdu. Increased focus on encouraging hazard and incident reporting across the hubs has improved employee awareness of health and safety and resulted in a greater ability to manage risks to our people. Our consistent approaches to promoting health and wellbeing are also tailored for local conditions. In 2012 all hubs held education sessions on diabetes, heart health and asthma. Locally, education sessions were held on tuberculosis in India, on malaria and dengue fever prevention in Suva, and on common illnesses associated with flooding events in Manila.