WELCOME TO THE NEW YOU
WELCOME
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OUR VISION, MISSION AND VALUES
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OUR BRAND IDENTITY
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WHAT ALL THIS MEANS FOR YOU
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HOW WE’RE ALREADY RAISING THE BAR
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Dear colleagues, I would like to welcome you to this Employee Brand Book by thanking you for all your hard work over the recent months. We are a fantastically successful organisation and I am delighted to say that, as a result of our continued efforts, we are having another very strong year. We must keep this up and ensure we continue to provide our clients with the highest possible levels of service and support. Goodbye Ogier, hello Elian Why an Employee Brand Book? Well, the management buy-out has given us the opportunity to change a lot more than our name. It has allowed us to step back, think about our strengths and those areas where we could be stronger, and decide exactly what sort of company we now want to be. The result is a clearly defined direction for our company, which is articulated in our Vision, Mission and Values statements. To paraphrase these, Elian is here to raise the bar. We want to be known as the business that continually delivers more value by raising the standard for excellence across company, fund and trust administration services.
All of this is encapsulated in this book. It provides a handy guide to Elian: our aims and ambitions, the way we do things, and how we have a distinctive personality that enables us to stand out from our competitors and in our markets. If we all get behind our new identity and put our new Vision, Mission and Values into practice, I know we will continue to raise the bar. We already have a comprehensive strategy in place for growing our business organically: consolidating our position in core markets, building out and delivering on our investment offices and launching a series of new services. But our ambition goes much further, with a new acquisition strategy designed to accelerate our growth even faster and give us access to important new markets. Exciting times for us all. Welcome to Elian. Welcome to the new you. Paul Willing Chief Executive Officer
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SETTING NEW STANDARDS OF EXCELLENCE
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INTRODUCING OUR VISION, MISSION AND VALUES
Our Vision, Mission and Values are expressions of how we see ourselves and how we want the outside world to see us. They’re not just words, but statements that define Elian. And they didn’t just fall into our lap. All the Directors went through an extensive research and interview process, focusing on our strengths and ambitions; we then interrogated and distilled the results into the articulations you’ll find over the next few pages. Our Vision sets out our aspiration – where we want Elian to be in our industry. Our Mission defines how we will achieve this ambition – what we need to do to get to where we want to be. And finally, our Values express the way we go about things. Our Functional Values encapsulate how we work, and our Expressive Values summarise our attitudes. We’ve put a lot of work into getting to this point. Now we all need to embrace our new brand and run with it.
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OUR VISION AND MISSION
OUR VISION Our Vision is to challenge the status quo and become the company that constantly raises the bar; the one that sets the standards for others to follow. MISSION Our Mission is to deliver value by creating new and higher standards of excellence.
We may not be the biggest player in the market, but we will become the most respected. And we will do this by building on our success and then raising the industry bar in excellence of technical skills, of customer service and of overall understanding and responsiveness.
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OUR FUNCTIONAL BRAND VALUES
WE’RE ABSOLUTELY CLEAR We’re open, transparent and straightforward, always acting with real integrity.
OUR FUNCTIONAL BRAND VALUES
WE MAKE THINGS EASY We’re approachable and accessible, with a strong bias to making the complex simple.
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OUR FUNCTIONAL BRAND VALUES
WE’RE HIGHLY COLLABORATIVE We work in teams, supporting each other and treating people with respect. We work closely in tandem with clients.
OUR EXPRESSIVE BRAND VALUES
WE’RE REFRESHINGLY DYNAMIC We’re proactive, energetic, nimble and responsive.
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OUR EXPRESSIVE BRAND VALUES
WE’RE CONTINUALLY INNOVATIVE We’re challenging and resourceful – always thinking about new ways to do things better.
OUR EXPRESSIVE BRAND VALUES
ABOVE ALL ELSE WE’RE CARING We have an obsessive concern about excellence in all we do – doing the right thing and getting things right, every time.
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OUR BRAND IDENTITY
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OUR LOGO
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OUR SYMBOL
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OUR AIRPORT ADVERTISING
THE NEW SYMBOL IN THE Raising industry standards by challenging standard practice across Corporate Services, Fund Services and Private Wealth. Elian is here to raise the bar. Regulatory information is detailed on elian.com/legalnotice
RELENTLESS PURSUIT OF EXCELLENCE VISIT US AT ELIAN.COM
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OUR PRESS ADVERTISING
EL0001
A NEW NAME IN COMPANY, FUND AND TRUST ADMINISTRATION SERVICES. A NEW SYMBOL IN EXCELLENCE
When we conducted our management buyout of Ogier Fiduciary Services, our vision was clear: raise industry standards by challenging standard practice. No more same again. A lot more value with the highest levels of client service in Corporate Services, Fund Services and Private Wealth. Welcome to the new name in the relentless pursuit of excellence. Welcome to Elian.
ELIAN.COM Regulatory information is detailed on elian.com/legalnotice
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OUR CAR
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OUR BROCHURES
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ELIAN COMPANY, FUND AND TRUST ADMINISTRATION SERVICES
INTRODUCTION FACTS AT A GLANCE OUR DNA OF EXCELLENCE MAKING THE BEST EVEN BETTER SERVING OUR CLIENTS BETTER BY INVESTING IN TALENT NEW TECHNOLOGY FOR NEW EFFICIENCY CORPORATE SERVICES INTERNATIONAL FINANCE FUND SERVICES PRIVATE WEALTH CAPITAL SERVICES CONTACT US
4 6 8 10 12 14 16 18 20 24 28 30
LOCATIONS ACROSS THE GLOBE
WE ARE
BAHRAIN | BRITISH VIRGIN ISLANDS | CAYMAN ISLANDS | DUBLIN GUERNSEY | HONG KONG | JERSEY | LONDON | LUXEMBOURG | TOKYO
CONTENTS
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BAHRAIN | BRITISH VIRGIN ISLANDS | CAYMAN ISLANDS | DUBLIN GUERNSEY | HONG KONG | JERSEY | LONDON | LUXEMBOURG | TOKYO
OUR DNA OF
FACTS AT A GLANCE
WE PUT OUR CLIE EVERYTHING WE D ON OUR STANDAR
97% 20% 93% 89% 97% 90% of our clients would recommend us to a colleague.
of our profits are re-invested in IT and infrastructure every year.
of our clients would re-instruct us.
of our employees think Elian is a ‘great’ place to work.
of our clients are satisfied with the service they receive from us.
of our employees feel they can depend on a fellow colleague to help them deliver great client service.
Client driven innovation For us, exceeding expectations is stand practice. Working with clients the way t want. Anticipating and pre-empting the questions. Speeding up processes. Incre efficiency. Delivering more value. These the imperatives that drive our business
1 IN 5 CLIENTS HAVE BEEN WITH THE FIRM FOR OVER 10 YEARS, INCLUDING 2 OF OUR VERY LARGEST CLIENTS
Recent initiatives include enabling our c to access real time confidential informa through secure online portals – includin corporate information, board papers an investment/portfolio information, and d of increased efficiency through centrali processing and take-on processes, ens clients enjoy a swifter and smoother ex
500 PROFESSIONALS ACROSS A NETWORK OF 10 INTERNATIONAL OFFICES – COVERING ALL TIME ZONES AND KEY FINANCIAL CENTRES 15 YEARS OF BACK TO BACK GROWTH SINCE LAUNCH IN 1999 ELIAN.COM 7
SETTING THE STANDARD FOR EXCELLENCE. WELCOME TO ELIAN
INTRODUCTION
OUR UNCOMPROMISING DELIVERY OF ENHANCED VALUE At Elian, we believe that the best can always be better. We offer our clients a clear, uncompromising vision: to continually deliver more value by setting the standard for excellence in Corporate Services, Fund Services, Private Wealth and Capital Services. We work with global law firms and accountancy firms, multi-national corporations, financial institutions, high net worth individuals, family offices and fund managers in the pursuit of client service excellence.
From our technical skills and market understanding, to the personalised service and insightful specialist advice we give our clients, we are always looking to set new industry standards by challenging standard practice. If you decide to work with Elian, you will soon discover that we are relentless in our pursuit of excellence. Welcome to the experts who set new standards. Welcome to Elian.
With 500 professionals across a network of ten international offices – covering all time zones and key financial centres – we are experts in handling large, demanding and complex engagements.
Paul Willing Chief Executive Officer
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F EXCELLENCE
Regulatory information is detailed on elian.com/legalnotice Printed using FSC approved paper which is sourced from well managed forests. Please recycle after use.
ENTS AT THE HEART OF DO TO ENSURE WE BUILD RDS OF EXCELLENCE
dard they eir easing e are s.
clients ation ng nd delivery ised suring our xperience.
Excellence for us also means relieving our clients of the hassle and expense of having to certify “true copies”. So to do this better we developed our groundbreaking CDDquick mobile app. It enables each client to simply and safely submit their KYC material from their smartphone or tablet – making due diligence procedures quicker, easier and a lot more convenient.
“INATORUM INTIFER ENIHILI NAMDIUM AUS” Name, Service Client
“ THEY ARE A VERY PROFESSIONAL FIRM, AND THAT IS NOTICEABLE IN EVERYTHING THEY DO” Vodafone Holdings, Corporate Services’ Client
And to keep our clients ahead of the game regarding pending legislation and its potential impact on their interests, we’ve created our sophisticated in-house legislation tracker.
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OUR WEBSITE: ELIAN.COM
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OUR BUSINESS CARDS
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OUR BROCHURES
Group brochure
Service Line brochure
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OUR BROCHURES
Private Wealth brochure
Sector brochure
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OUR GIVEAWAYS
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WHAT ALL THIS MEANS FOR YOU
OUR OFFICIAL EXTERNAL LAUNCH IS ON MONDAY 29TH SEPTEMBER. WE’VE PLANNED A SERIES OF EVENTS AND COMMUNICATIONS TO MAKE SURE WE’RE ALL UP TO SPEED WITH THE NEW BRAND BEFORE THEN We’ll be consolidating our new positioning with follow-on activities. Here’s a summary of what to look out for: Monday 22nd September: Employee roadshows Taking place in all our offices, our employee roadshows will be the official internal launch of our new brand identity – including our Vision, Mission and Values. The idea is that everyone will be introduced to our new brand at the same time. To celebrate the launch, all offices are planning employee drinks following these presentations. Week of 22nd September: Briefings for Go To Market teams To give our service line Go To Market teams an opportunity to really get under the skin of our new brand and positioning before the official launch, we’ll be holding a series of service line team briefing sessions. These will include role plays, helping team members practice and feel comfortable when they introduce and explain the new brand to clients, advisors and intermediaries.
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Week of the 22nd September: Internal launch of first phase marketing collateral To give you the opportunity to become familiar with our brand messaging, we will be launching the first wave of our new marketing materials internally during this week. This will include corporate stationery, brochures, PowerPoint templates, pitch proposal templates and a range of press and online ads. During this week, we’ll also be launching our new online, internal brand portal. The new portal has been designed to host all of our new branding and will provide further details of our new brand positioning, including design and tone of voice guidelines, marketing and proposal templates and implementation toolkits. Week of the 22nd September: Employee housekeeping email Finally, at the end of this particularly busy week, we’ll be sending everyone an email outlining what you need to change and update for our official launch on Monday 29th September – such as email signatures, voicemails and profiles on LinkedIn. The email will also include a set of Q&As, featuring likely questions you may be asked by clients. October and November: Brand value workshops We’ll be running a series of brand value workshops throughout October and November. These sessions will ensure everyone has a really good understanding of our new brand values, and everyone will be expected to attend a session.
Autumn 2014: Employee recognition award launch In the Autumn, we’ll be launching a new monthly award to recognise employees who go that extra mile in business development and client care. Each month, one employee will be recognised with a £500 voucher (or currency equivalent). Nominations for the award will be made by directors, based on agreed criteria. Please note that this new award is not intended to replace our existing annual Performance Bonus. Look out for more details on the new award in the coming weeks. Late 2014, early 2015: New client service standards launch To consolidate our new ‘raising the bar’ brand positioning and take account of the latest client feedback, we’ll be launching an updated version of our client service standards. The new client service standards will be rolled out across the business through a combination of e-learning and workshops. 2015: New brand campaign CIM award entry We’ll be entering our new brand campaign in the Chartered Institute of Marketing 2015 awards.
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HOW WE’RE ALREADY RAISING THE BAR
FROM OUR ACHIEVEMENTS AS OGIER FIDUCIARY SERVICES TO OUR CLIENTS’ EVALUATIONS OF OUR PERFORMANCE, WE ALREADY HAVE A STRONG ETHOS OF EXCELLENCE. THE CHALLENGE NOW IS TO BECOME EVEN BETTER Over the next few pages you’ll see how we’re building on our existing strengths and delivering excellence time after time. We’re already raising the bar, now let’s raise it even higher.
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7% of our clients are satisfied with the service they receive from us.
1 IN 5 CLIENTS HAVE BEEN WITH THE FIRM FOR OVER 10 YEARS, INCLUDING 2 OF OUR VERY LARGEST CLIENTS
WE INSIST ON BEST-IN BREED I.T. SYSTEMS – SUCH AS SUNGARD INVESTRAN AND MICROSOFT DYNAMICS – TO SUPPORT THE HIGHEST LEVELS OF CLIENT SERVICE ELIAN BRAND BOOK 51
WE ARE CONSISTENTLY RECOGNISED AS MARKET LEADERS BY LEADING INDUSTRY PUBLICATIONS, AND GROUPS INCLUDING CITYWEALTH, PRIVATE EQUITY NEWS, STEP AND ICSA
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3% of our clients would likely re-instruct us.
LAUNCHING IN NOVEMBER 2014, OUR NEXT ONLINE SERVICE – SYNAPSE365 – WILL ENABLE OUR CLIENTS TO ORDER A NEW COMPANY ONLINE AND FROM THEIR MOBILE, 24/7, 365 DAYS A YEAR
“ I WISH I COULD RUN MY ORGANISATIONS AS WELL AS THE EXPERIENCE I HAD WORKING WITH THEM” Gallant Capital Markets
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20
0% of our annual profits are re-invested in systems and infrastructure.
“ THEY ARE MORE FOCUSED, MORE EFFICIENT, MORE ACCURATE AND DEFINITELY BETTER VALUE FOR MONEY THAN THE OTHER FIRMS I HAVE WORKED WITH” Client of Elian Private Wealth
“ THEY HAVE BEEN VERY RESPONSIVE AND HAVE ALWAYS BEEN WILLING TO GO THAT EXTRA MILE TO HELP US OUT” Icon Infrastructure LLP
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97
7% of our clients would recommend us to a colleague.
WE HAVE 500 PROFESSIONALS WORKING ACROSS 10 INTERNATIONAL OFFICES, COVERING ALL TIME ZONES AND KEY FINANCIAL CENTRES
“ IF I HAD TO DO THIS AGAIN I WOULD DEFINITELY USE THEM AND I WOULD RECOMMEND THEM” Simcoe Capital Management
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