ani sen gupta, deloitte
TRANSCRIPT
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14-15 September 2016
Lisbon, Portugal
#DeloitteSharedServices
Deloitte Shared Services, GBS & BPO Conference
Breakout 9: Internal controls - Service Centres controls and impact of Robotic Process Automation (RPA)
Ani Sen Gupta, Deloitte
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The journey
Build the business case 3
Design the controls centre 8
Implement and roll out 13
Values to the business 16
Current trends and optimisation 18
Closing thoughts 20
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Build the business case
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The first conversation and a hypothesis
We can reduce the cost of controls while improving the efficiency and effectiveness of the internal control environment
Rationalise the
cost of control
Bring a ‘customer
service’ mentalityMaximise the return
on investment made
in the ERP system
Embed controls – good
understanding, ownership
and ‘one way’ of
performing controls
Need to know our controls
status – but need one
version of truth
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Understanding the reality was key to prove the hypothesis
There is a clear case to reduce cost and improve efficiency….but we need to look at the controls operating model
Lack of agility and
reactive environment
No transparency and
consistency, need for
value add reporting
Inadequate business
focus; non-alignment
with business objectives
Efficiency & Effectiveness
Significant cost of controls –
poor automation, focus on
monitoring controls rather than
preventive and automated
controls
Manual monitoring, poor
coverage and prolonged
remediation period
Lack of synchronisation with
management monitoring,
significant administration cost
and need for efficient reporting
Lack of reliance on management and
internal audit effort, significant
duplication and need for realignment
with risk based auditing
Controls activity based cost +
administrative costs + unusual loss
Cost of Controls
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A hard look at the controls operating model
We need to improve the controls operating model…we need to have a strong controls centre
Customer: need internal customer specific strategy to serve faster, better and cheaper
Services: no customer focus, need realignment with business strategy and value
Technology: no automation, no use of smart tools
Processes: lack of standardised / structured procedures and methods
Locations: an inconsistent mix of centre, regional and local; created over the years based on immediate needs
Reporting: no consistency, need ‘one version’ of truth
People: Need for more capable and technically competent resources
Organisation: lack of segregation, missing focused effort
Channels: delivery and reporting mediums are not effective
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The business case
This is a great opportunity to build a cost effective rock solid second line of defence
Controls Service CentreControls improvement agenda
People:
• Increased skills level
• Better customer focus
• Streamlined structure, reduction in overall FTEs
• Reduction in operating costs
Process:
• Standardised process
• Consistent, high quality reporting with one version of truth
• Agility to fit into changing business needs
Technology:
• Greater automation
• Enhanced use of data analytics for controls monitoring
• Consistent use of ERP platform
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Design the controls centre
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What are the key design principles?
We need to maximise value to the business
Keep it in-house, core function
Focus on financial controls
Leverage SAP, the existing ERP platform
Increase controls’ quality and reduce controls’ cost
Standardise controls operations and monitoring
Deploy at a global scale
Establish clear ownership and responsibilities with service level agreements
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What services to include?
Focus on areas with highest return under the current set up
Controls monitoring
Certification services
Compliance and ethics
Controls, compliance and ethics reporting
Access controls
• User access
• Segregation of duties and super-user privileges
• Access controls related reporting
• Controls design assessment
• Operating effectiveness testing
• Data analytics support (monitoring unusual items)
• IT configuration controls monitoring
• Anti bribery corruption
• Third party due diligence
• Acquisition controls review
• Centralise certification support to markets and regions
• Manage exceptions and controls remediation
• Periodic controls reporting – markets, regions and centre
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What capabilities do we need?
Need a good mix of finance, technology and project management skillsets
Mix of team members with finance, risk and SAP technical background
Good understanding of:
- access controls
- financial risks and controls
- SAP controls
Background / skillset:
- Finance and accounting
- Audit and assurance
- Project management
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Where should we have this controls service centre?
Leverage the current set up and ensure a manageable start
Part of existing shared service centre framework- New service line under Finance Services- Scope: Financial controls
1 global centre - English speaking- Not a 24/7 operation (except for emergency access)
Mix of skill set –- Matrix organization based on process/service and geography
Leverages Developing & Emerging market expertise- offshore centre
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Implement the new operating model
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Key challenges
Migrate to the controls service centre using the legacy framework and implement improvements as we go along
• Stop old habits
• Establish clear ownership and service level agreements
• Develop balanced performance measures
• Automate controls in parallel
• Set up the technical infrastructure
• Establish governance structure
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A typical shared service centre implementation approach
Known challenges…..but a clear detailed plan to help us deliver
Clear migration plan / transition road map: transition approach
Simulation and roll out: Start with few markets and then a complete go-live
Change management: detailed impact assessment, quality retention,
Communication: top down with clear senior management support
Knowledge transfer: market specific business requirements and
Manage expectations: clarity on what the controls centre service will deliver?
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Values to the business
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Values to the business
Cost effective….value based….robust controls environment
Supported by a continuous improvement framework
…Increased valueReduced cost… robust controls….
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Current trends and optimisation
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Current trends and opportunities
Agility, strong capability and a performance driven service delivery model…ready to improve and embrace change
• Robotics: manual intervention is only required to deal with exceptions
• More automation: maximise return on investment in ERP
• Enhanced data analytics capabilities: use big data to analyse and focus on real issues
• Extend services: new speciality and high value add services
• Better embed: manage and drive ‘embed controls’ agenda (including new acquisitions)
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Closing thoughts
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Closing thoughts
Get on….hit the road
• Challenge the status-quo
• Embrace technology and maximise return
• Benchmark and improve
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