SE2 Update: Technology, Business Operations and...

©2017 SE2, LLC. Proprietary and Confidential Information1

SE2 Update: Technology, Business Operations and Transformation

Kevin Paulson, COO and Vinod Kachroo, CIO

Digital Capability slides are confidential and proprietary to SE2. For additional interest please contact – Ashish Jha, [email protected]


Our Goals and Objectives

Through our transformation journey, our goals and objectives remain constant.

Scalability PredictabilityEnhanced Customer

Experience


Integration and Alignment

Business Operations & Services

Information Technology

End Customers Distribution Partners

Insurance Carrier Clients


2016, 2017 and Beyond: Our Transformation Journey

New CEO & CIO NTT partnership

extended to ITO and App Run partnership

Waterford location addition

Technology road map finalized and capital plan submitted to Board

New CMO, HR head NJ Office Addition Capital plan board approved Technology selections and detailed

capital execution plans finalized Delivery organizational

transformation with COEs and dedicated client teams implemented

Continued Organizational transformation and optimization

Complete Capital Program –Annuity, Life, Commissions, Correspondence, OnBase, etc.

Continued investments in Digital, Automation and Customer Experience

Ongoing optimization and continued implementation of target operating model

Alignment and integration of Business Operations and Technology teams across Delivery projects – client and capital

Go Live for platform Modernization – Major LifeCad modernization release, Digital Life. Additional releases planned across LifeCad, OnBase pilot, Correspondence, Security, Digital UX, etc.

Implementation of target operating model Dallas Office Addition Alignment and integration of Business Operations

and Technology teams across Run, Change & Release Go Live for platform Modernization – Spectrum,

PeopleSoft, UV Cloud, Automation Anywhere & Print Pilot

Progress with Digital road map with self service Dashboard implementations

DOL implementation across clients

New COO Operational target model and organizational

vision finalized Rebranding of SE2 Mphasis on-boarded as additional technology

partner Major infrastructure stabilization and capacity

upgrades across storage, computer, and network implemented

Many platform stability initiatives completed and modernization initiatives started

Completed major resource expansion plan

1st Half 2nd Half2 0 1 6 2 0 1 7

1st Half 2nd Half2 0 1 8

Onwards2 0 1 5


2016, 2017 and Beyond: Our Key Initiatives

Operations & Technology Alignment

Enhanced Quality

Organizational

Transformation

Productivity

Customer Experience Journey to

Digital

Capital Program &

Modernization

Agility


2016, 2017 and Beyond: Our Key Capital Investments

Foundation Strengthening and Building for the FutureCapital Spend : Category % Completion

Foundation & Infrastructure

Stabilize Platform

Modernize Platform

Digital Platform

80%

75%

40%

20%

Server, Storage, Network, Voice Infrastructure, Organizational Scale, Process Improvements

Batch Cycles, Admin Platforms, SOAs, System Availability, Security

Annuity & Life Admin, Operational Automation, Correspondence, Product Factory, Data & Integration Architecture

Direct to Consumer Insurance MarketplaceInnovation, Digital, STP, UX, EX, Data & Analytics


Business Operations and Services: Target Model Design

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Client focused Operational &

Servicing Teams

Vertical client focus

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Horizontal focus, expertise, and support from COO Management Office & Business Operational Shared Services

Coordination & optimization across foundational disciplines

Includes Inbound Contact and Call Centers; New Business & Post Issue Servicing, Performance & Operational Process Analysis, Research & Resolution; and Relationship/Account Management.

COO Management Office includes Planning, Analysis, & Reporting; Contracting; Customer Experience, Content Management, & Service Quality Excellence; Business Operational Analysis, Automation, & Model Office; Release & Incident Management; Business Continuity, Business Robotics Automation; and Strategic Optimization Initiatives.

Business Operational Shared Services includes Mail, Remittance, Print, & Fulfillment Operations; Financial Operations, Trading, Controls, & Reporting; Licensing, Commissions, & Distribution Support; Business Controls, Adjustments, and Regulatory Support; Death Claims; and Payouts.


Business Operations and Services: Target Model Enablement

• Focus, specialization, and expertise

- Across all core processes and disciplines

- Aligned structure and role clarity

• Key enabler – our Associates

• Leverage to execute on our strategic objectives

• Align with ever changing market conditions

• Continual process improvement and refinements

• Aspirational > ‘Change is a constant…’

Developing & Scaling Subject Matter Experts

Dual Career Path Progression

PEOPLE MANAGERS

INDIVIDUAL CONTRIBUTOR

SME’S

Associate Recruiting, Onboarding, Readiness, & Career Ladder Progression

Transformation to Target Operating Model


Business Operations and Services: Target Model Design

Mail & Remittance Operations

Death Claims & Payouts

Financial Operations, Trading, Controls, Reporting, & Project Implementations

Business Controls, Tax, Adjustments, & Regulatory Support

Licensing, Commissions, & Distribution Support

Life Policy Administration

Print & Fulfillment Operations

Planning, Communications, Analysis, & Reporting

NTT DATA Strategic Optimization & Business Robotics Process Automation (RPA) Program

Business Continuity

Release & Incident Management

Customer Experience, Content Management, & Service Quality Excellence

Client Contracting

Business Operational Analysis, Automation, & Model Office

Strategic Initiatives

Research & Resolution, Special Case Handling

New BusinessServices

Post Issue Services

Inbound Contact & Call Centers

Relationship & Account Management

New Business <> Post IssueOperations <> Operations

Performance Training & Performance Quality Analysts

Kevin Paulson – Chief Operating Officer

COO Management OfficeClient Operational and Servicing Teams

Business Operational Shared Services

Business Operational Core Process Analysts


2016, 2017 and Beyond: Continue to Scale our Global Footprint

North America:

Topeka, KS:Arrowhead (Headquarters) 6th Avenue

Kansas City, MO:Business Continuity

Omaha, NE:Disaster Recovery

Lincoln, NE:Business Operations & Services

Bridgewater, NJ:Technology & Innovation

Edison, NJ:FAST Dedicated Team

Dallas, TX:Business Operations & Services

Ireland:

Waterford:Business Operations & ServicesTechnology

India:

Gurgaon (NTT Data):Business Operations & Services

Chennai (NTT):Technology Staff Augmentation

Bangalore (NTT Data):Technology Staff AugmentationBPO Disaster Recovery

Current locations

Pune (Mphasis)IT Staff Augmentation

Hyderabad (Deloitte)Product & Integration Factory

Mumbai (Accenture)Dedicated Team

• Our newest site location• Business Operations and Services• Space buildout completed in Q2• Initial Associate recruiting and operational

readiness training in late Q2• Began operational servicing in early Q3• Continued expansion and integration…

Dallas, TX Location


2016, 2017 and Beyond: Our Core Goals and Objectives

Continually increased value provided to and felt by our clients, and their clients

Dependability & reliability

Speed, accuracy, & quality

Efficiency & effectiveness

Proactive & coordinated relationship management

Valued as key contributor & advisor

Enhanced customer experience

Scalability & sustainability


SE2 Digital Transformation Journey

Scalability

Predictability

Enhanced Customer Experience

SE2 Aurum, Technology Platform for the Digital Insurer

Client focused BPO Operational & Servicing Teams

Business Goals

Guiding Principles

Use Co-Innovation as a business

driver

People, Process and then

technology

Map the ‘moments of truth’ within the

processing lifecycle across channels

FutureProof and Future Ready technology

Digital Transformation


SE2 AURUM: Technology Capabilities Supporting ‘End to End Touchpoints’

14

Variable Product ServicesPricing & Trading

Group Trading Platform

Analytics ServicesCustomer InsightsPortfolio Insights

Distributor ServicesAgent License & Commissions

Broker Communications

Administration ServicesPolicy Administration

Billing, PayoutsFinancials

Communication ServicesCorrespondence

Web/IVR, Image/Workflow

Client ServicesIllustrations, Intake, Interfaces,

Reporting, Compliance

New Business UnderwritingCarrier

Consumer

Agent

Consumer

Agent

Carrier

SE2 Digital Direct Life, Orion, Image & Workflow,

Distributor DashboardSPECTRUM/ETP (for External

Integration), MCS(Agent CRM, L&A, Commission)

Carrier

ASR, CSR

IVR, Web, Orion, SPECTRUM, UVCloud, Eagle,

Carrier Dashboard, Payouts, Chatbots*, Alexa*,

Group Trading Platform (GTP),

Interfaces, PeopleSoft

Orion, Image & Workflow,Web, Robotics, SE2 Billing,

Policy Admin, Broker Communication ASR

ASR, CSR

ConsumerB2B

SE2 Aurum, Technology Platform for the Digital Insurer

BU

SIN

ESS

SER

VIC

ES


SE2 AURUM: Simplified, Scalable End to End Digital Architecture

• Omni Channel Experience

• Superior Customer Service & Support

• Lower Operations Cost

• Speed to Market

• Simplify compliance with Regulations

• Harness Innovation

• Partner Ecosystem

Digital Enterprise Architecture


Them

es

Digital Customer Experience• Omni channel

• Real time

• Self service

• Services / APIs

Robotics & Automation• No / Low Touch

• Straight Through Processing

• Process & IT Automations

Future-Proof Capabilities• Analytics & Business Insights

• DOL/Regulatory Compliance

• RoboAdvisors, ChatBots, Artificial Intelligence/Machine Learning, Blockchain

Enab

lers

Additional Digital Tools & Technologies

Robotics Rules Engine ETL & DWHEnterprise Service Bus

Partner Ecosystem*

Application & Infrastructure Upgrades

Imaging , Workflow, ECM

Business Activity Monitoring

Enterprise Monitoring#

Analytics#Artificial Intelligence / ML#

Portal#

…….SE2 Web

Par

tner

s

* In discussions with FinTech & Technology Innovators to further enhance the digital customer engagement and experience# Selection in Progress

SE2 AURUM: Driving Relentless Improvements with System Investment


SE2 Innovation: Driving Business Value with 4E Approach

Explore

Evaluate

Enable

Evangelize

100 in the

Watch list

10 Prototypes

4in Beta

2 in Mainstream

Source: Forrester Research Inc., Source: Industry Watch list- SE2 Internal Research

Explore ideas (steaming from business problems, hackathons), trends, disruptors & have a watch list

Conduct PoCs, Prototypes and evaluate the shortlisted idea’s applicability for SE2

Work with CoEs, Delivery Executives (DE), Operation Executives (OEs) on the Beta implementation/rollout

Support DE/OE in evangelizing the solution among clients along with CoEs

Dashboards

SPECTRUM, RPA


Manufacture product *

Implement in systems & launch

Sales & marketing *

OnboardLicense &

appointmentsCompensation

Application & underwriting

Issue policyManage Inforce

activitiesCustomer

serviceManage benefits

& claims

* Client managed

Legend

Digital customer experience

Robotics & automation

Futureproof capabilities

Stability & scale Available

Near term (3-12 m)

Long term (12+ m)

Illustrations

Carrierdashboard

Straight through processing

Cognitive computing services

Robotics ProcessAutomation

Digital consumer engagement

Service enabled modernized annuity

platform

Fund & rate change automation

Configurable Correspondence &

ePresentment enablement

Analytics & BI

API/Service enabled configurable

platforms

Straight through processing


Digital life platform (NB & UW)

Analytics & BI

API/Service enabled configurable

platforms

Robotics Process Automation

Service enabled L&A/commissions

platform

Analytics & BI

RoboAdvisors

Distributor dashboard

Increased configurability

to setup products (life & annuity)


Analytics & BI

Blockchain

Blockchain

Blockchain

New Product Development Distribution Management New Business & Underwriting Inforce Servicing

SE2 Innovation: Differentiating with Digital Roadmap across Business Domains

SE2 Update: Technology, Business Operations and...

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