Darren Raz-Nick, insourcing: A Virtual Reality

Insourcing: A Virtual RealityDarren Raz-Nick – International Operations Service Desk Manager

CONFIDENTIAL & PROPRIETARY INFORMATION. RESTRICTED TO INTERNAL DISTRIBUTION.

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Agenda

Bio GM Financial Insourcing experience Virtual Service Desk The Future Questions


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BioDarren Raz-Nick

International Operations Service Desk Manager

Education:- Business and IT, Sheffield Hallam University

- Foreign Studies Diploma, Crete

Previous Experience:- LogicaCMG / Logica / CGI

- Service Desk Team Leader

- Service Desk Manager

- Service Delivery Manager

- Availability and Capacity Manager


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GM Financial


GM Financial is the captive finance company and the wholly owned subsidiary of General Motors, and is headquartered in Fort Worth, Texas. The company is a global provider of auto finance solutions, with operations in the U.S., Canada, China, Europe and Latin America. Through our long-standing relationships with auto dealers, we offer attractive retail loan and lease programs to meet the needs of each customer. We also offer commercial lending products to dealers to help them finance and grow their businesses.________________________________________Our Business & Our HistoryGM Financial was founded as AmeriCredit in September 1992 and opened its first branch office in Fort Worth, Texas. On October 1, 2010, AmeriCredit Corp. was acquired by General Motors Company and renamed General Motors Financial Company, Inc. (GM Financial). In 2011, GM Financial acquired FinanciaLinx to serve GM dealers and customers throughout Canada. In November 2012, GM Financial announced the acquisition of Ally Financial Inc.’s international operations. The majority of those acquisitions were finalized in 2013, with the remaining market, a 35 percent equity interest in a joint venture in China, acquired in January 2015.GM Financial has operations in 20 countries, providing auto finance solutions to approximately 16,000 dealers worldwide and earning assets of $58 billion, at December 31, 2015.________________________________________Corporate Governance GM Financial's success is largely dependent on building strong, lasting relationships with our dealers and the consumer customers that we serve. This is why we are committed to providing best-in-class customer service, while promoting open, honest communication at all levels.Our executive team and all employees must adhere to GM Financial's Code of Business Conduct and Ethics. Our Code outlines the principles by which all team members conduct business with customers, vendors and each other. These principles apply to all GM Financial team members and affiliates and although it does not cover every issue that may arise, the Code provides guidelines for all employees in regard to their business conduct.For a deeper understanding of expectations and guidelines set forth for the entire GM Financial team, please review GM Financial's Code of Business Conduct and Ethics policies below.

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In simple terms…

We sell car financeWe are part of General MotorsPreviously known as ALLY


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Synopsis Insourcing project

− ALLY to GM Financial

− Insourcing a global model

Virtual Service Desk− The challenges

− The benefits

The future for GM Financial

….this is a Case study


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The start…. In 2013 we took the decision to complete all of our IT Support internally.

Previously Outsourced for 8 years

Issues with the existing Outsourced support model: − IT had a poor relationship with the business

− Several changes of supplier over the period

− Contracts that did not benefit either party

− Key languages not supported

− Missing a personal presence


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What did we do?


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Migration


More than 20 sites migrated on schedule− Machines, Servers, Networks…..the lot

Team building A lot of hard work, but A LOT OF FUN

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Getting ready IT support went from 4 people to 45 people Challenging recruitment schedule Getting the right people was the key


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Insourcing ExperienceThe new Service Desk:

- On-site presence – Cardiff, Germany, Sao Paulo, Monterrey, Detroit- French, Italian, Spanish, Portuguese & German supported……and English (United States) ;o)

- Business engagement on IT processes - Communications

- Major Incidents

- Part of the End User Services Team- Back to basics

- Include the business

- Use the tools to support the process


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Before vs afterOutsourced Internal modelLack of business knowledge Single Point of Contact (SPOC)

No local support All GM business languages supported

Non technical Service Desk On site presence

Language / cultural barriers Improved CSAT / SLA’s

Lack of ownership – end to end Business engagement

No control over reporting Central processes

Too many vendors Accountability / Ownership


More than 20 sites migrated on schedule Team building “Misleading projections”

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Virtual Support


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Virtual Service Desk

The challenges!

Recruitment – presence needed in 9 sites HR Cultural / legal hurdles Language

− English speakers

− Cardiff – UK Service Desk


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Virtual Service Desk

The benefits:

- Centralised processes and Knowledge- Putting the business needs first - Local teams – regional and business knowledge- Flexibility - Follow the sun model……well….almost!


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The Future


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The Future


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The Future Employee Self Service – INC, REQ, Knowledge Automated approvals and provisioning Dealership support Learning from mistakes – UK centric Challenging the model - chat Support and Training


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Teamwork


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Teamwork


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How do we know if it is working?


- We ask!

- User Feedback- Metrics

- CSAT – 90%- First time fix rate – 85%

- Business Engagement- Being part of the business

- Awards- Mexico- Cardiff- Brazil

- Attrition rate

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Summary

Insourcing has worked for GM Financial A long way to go on the journey!

− Promotion

Celebrate and reward Virtual Support

− Challenging but rewarding

− As strong as the team we have recruited


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Thanks / Gracias / Merci / Grazie / Danke / Obrigado

Questions?

Contact me: [email protected]


Ask away…….

mailto:[email protected]

For more information, visit

gmfinancial.com