AMERICAN EXPRESS ANZ CEN YEARBOOK

2 A MESSAGE FROM ANDREW CARLTON Vice President It has been an amazing 12 months and an absolute thrill to be leading this awesome & General Manager, ANZ team! World Service Australia This Yearbook reflects on a journey through the achievements and commitment that & New Zealand has brought us to some fabulous results for 2015. We continue to drive real business outcomes for the Australia and New Zealand markets, we continue to win awards and we continue to drive record RTF outcomes. It is through your dedication and the wonderful Team Leaders we have that has created this engaged work environment which is pleasure to be part of every day. Planning for 2016 is complete and the journey continues. Through the powerful ethos of Relationship Care®, RTF remains the key focus as does Value Generation and continuing to ensure you have the tools and leaders to support what you do for our Card Members. I am very excited about the year ahead and wish you and your family a happy, safe and enjoyable Christmas and New Year”.

3 PROCESS EXCELLENCE WITH KEN Between us we have submitted 1134 ideas! This is about 6 ideas each and over twice the number of ideas submitted in 2014. This year, Ken popped in to the Process Excellence frame for a pic!

4 We definitely impressed Jim and Pradeep with JIM BUSH friendly faces and smiles! AND PRADEEP Jim presenting KAPUR VISIT Shauna Davis with her World Service Excellence Award for extraordinary customer care! SHAUNA DAVIS WORLD SERVICE EXCELLENCE AWARD WINNER

5 BEST We won best CONTACT contact centre in CENTRE IN Australia for the 6th AUSTRALIA! year running! BEST TEAM LEADER IN AUSTRALIA - We won the state KELLY MARR and national title for the CSIA awards for Service Excellence in a Contact centre. Kelly Marr won the state and national title for Customer Service Leader of the year. We are so proud to have the best Leader in Australia in our midst!

6 OUR FIRST NEW HIRE GROUP OF 2015 The start of the year brought us some new faces to our ANZ CEN team, they have provided some exceptional service to our Card Members and have helped drive amazing results! NEW HIRE GRADUATES NOVEMBER These are the newest faces to join our team this year, they started with a bang going straight onto the floor within the first 2 weeks.

7 CHRISTMAS IN JULY KEN CHENAULT WITH THE RM Xmas in July was a TEAM fantastic feast with turkey Ken Chenault and ham and all the inspired us with trimmings. his Townhall presentation and his visit to our centre. VALUE GENERATION BRINGING BACK THE 60’s! Value Gen training has seen a positive learning experience guide us to give better and relevant messages to our CM’s. ROBERT’S BIG We celebrated Robert Panozzo’s 30 year 30 milestone working at American Express. Congratulations!

8 SHOP SMALL In November 100,000 of our CM’s registered their card and we helped make their Shop Small experience the best ever! NEW ZEALAND New Zealand week showed us WEEK how to truly appreciate Our NZ Card Members. APPLE PAY Here is Charlie Fuller embracing his inner New Zealand charm! Mark Horton, with Apple PAY on his Apple iPhone. Robert Panozzo OZ HARVEST representing American Express with Oz harvest. We often partner with them as a charity organization

9 SIGN-UP CUP 2015 We are now sitting at 7,245 Supps, which is amazing! We are really looking forward to the Sign Up Cup Cruise next year! After working so hard to achieve our targets! We reached our Supp Target!

10 WSP HAS MOVED IN! We are building new functionalities over time and are one of the the first markets to trial the new World Service Portal OUR NEW ESSENTIAL CREDIT CARD IS A HIT!

11 2015 Pulse showed further improvement over 2014! PULSE SURVEY RESULTS 2015 0

12 THANK YOU FROM ROBERT & ARIANE Robert Panozzo, Director CEN Wow, what an extraordinary year we have had; as you look back at the accomplishments from 2015, we have achieved so much in 12 short months. Through delivering extraordinary customer care we have seen our VOCM results increase. These results are a testament to the teamwork of everyone in the center. In talking with my colleagues, I’m always proud to show case the amazing work we are delivering – National Winner-Service Excellence in a Contact Centre winner for the 6th consecutive year, We have the best TL in Australia in Kelly Marr, Future Leaders, our success with the Sign up Cup and so much more. 2015 has been a truly outstanding year – and together we have much to accomplish next year. We look forward to working with you to achieve even greater things in 2016. A big shout out to our Team who are working the public holidays – we really appreciate your support! We hope you all enjoy the holiday season with family and friends, and have a great new year. Thanks again for everything you did to make our 2015 year – the best ever on record. Ariane Cowie, Director CEN