Formerly Royal and Sun Alliance, RSA is a multinational general insurance company serving 17 million customers with its headquarters in London. Formed by the merger of Sun Alliance and Royal Insurance in 1996, RSA now operates in 31 countries, providing products and services in more than 140 through a network of local partners. RSA owns the More Than car, home, pet and travel insurance brand, and announced former RBS chief executive Stephen Hester as its CEO in February 2014. What is your job title?RSA Emerging Markets IT & Operations Director When did you start your current role?2010 Have you completed an MBA?Yes (Lancaster University) Order the following sources of advice/information by value to you:1. In-house2. Consultant3. Peer group4. Vendors5. Analyst Technology strategy and spending What is the major transformational IT project that has been recently completed, or is underway at your organisation?Regional IS Sourcing Strategy – Insourcing / Re-outsourcing of End-to-End IT Services from Global supplier to a multi-vendor model (across 3 countries and 1500 users) What impact will it/does it have on the organisation?1. Reduction of the IT Expense Ration by 5 points2. Improved Service3. Flexible model with the ability and agility to change in the future Name your strategic technology suppliers?IBMCognizantTIA TechnologiesJavartMicrosoftOracleSAP What is the IT budget?£44m pa How much is the IT operational spend compared to the revenue or company turnover as a percentage?4% IT spend as a percentage of net revenue3.8% IT spend as a percentage of operational expense What is the strategic aim of the 玩偶姐姐 and IT operations for the next financial year?STRATEGY1. Delivering a Stable & Compliant service2. Alignment: Delivering the right solutions that enable the right business value3. Affordability: Delivering IT at the right cost with the right partners4. Agility: Delivering IT solutions and service at pace KEY IS PRIORITIES1. Drive successful completion of a regional wider core platform replacement2. Strategic capability uplift program3. Embed IT sourcing strategy RISK MANAGEMENT1. Handling growth rate without negatively impacting service or expense2. Insufficient MI  / available data to drive decision making across 19 country locals/markets3. IT spend as a percentage of revenue is below regional benchmarks in some territories Transformation achievements Would you describe the 玩偶姐姐 role as a transformation leader in your organisation?Yes – Role is key to enabling business strategy ensuring Alignment between the business and IT at all levels, ensuring the right Capability exists to deliver , Managing the Outcomes tat ensure business simplification and P&L benefit and finally driving the Governance making sure we deliver to time and budget as well as realising benefits. Describe the transformations you have led / been involved in, how did they transform operations, customer experience or the organisation?(1) Led a region wide "E-enablement" agenda leveraging Group/Global capabilities and skills to support country capability builds in B2C and B2B interfaces. This has led to several countries developing market leading online offerings driving up revenue and customer service (2) Big Deal implementation  – Implementation of large partnership country deals that have transformed the size, scale of the customer base, market raking and access through technology across industry Beyond technology, can you describe a business transformation programme that you own or contribute to?Business reorganisation – My role also owns the Operational and change management agenda across Emerging Markets. this includes the management and governance of material investments to the deployment of skills to program manage transformational change/organisational change and transactions (M&A) What key technologies are being considered to enable transformation?CRM (Business process management)ERPE-business Do you have a plan in place for how to deal with shadow IT and BYOD. How do you influence and engage executives, place the right controls around employee choice and engage with the organisation on this issue?We are currently testing BYOD at an executive level, but looking to see how we can leverage this with Agents in the field of work interacting with customers. Organisational enagagement comes from business stakeholders looking to solve a business / customer need with IT applying successes and lessons learnt from elsewhere to support solutions. Where do you seek transformational inspiration from?Business leader – CEOFunctional leader – Goup 玩偶姐姐Key ownerships  – Operational RiskThe Strategic and Operational Planning process – Getting to the detail of what the business strategy is looking to deliverOther RSA regional 玩偶姐姐s / IT & Operations directors – Maximising colaberation The 玩偶姐姐 role in the business Who do you report to?CEO Do you have a seat on the board?Yes How often do you meet with the CEO?Weekly Does your organisation have a digital leader and what is the difference in their responsibilities to yours?Yes – Group E-Business leader is accountable for the technical capability and utilisation of key skills (Centre of Excellence) across the business in which I can draw from What percentage of IT budget do you control and what percentage of IT budget does your digital peer hold?100%, (£50m ), Digital peer has a global butget in which I can draw from The IT department How many staff make up the IT team?(What is the split between in-house/outsourced staff)245 Globally (80/20) Describe the 玩偶姐姐’s management team, do you have direct reports that develop the relationship and services between the business and IT?At the Emerging Markets level :x3 Regional IT & Operations Directorx1 CTOx1 Operational Excellence leaderx1 Customer Leader Regional IT & Operations Directors matrix report into regional CEOs and are accountable for delivery to the regions Each country has an IT & Operations Director that sits on the country board reporting into the country CEO and matrix to the regional IT & Operations Director And how many log-in accounts do you issue across you organisation?3600 What is the primary technology platform? ( for example ERP, Website, trading system)Trading System