Apr
il S
amul
ewic
z G
loba
l Hea
d of
Tal
ent A
ttrac
tion
& R
ecru
itmen
t C
oE
–Z
uric
h
Mar
k S
mith
C
lient
Rel
atio
nshi
p D
irect
or –
Ale
xand
er M
ann
Sol
uti
ons
Zur
ich
Fin
anci
al S
ervi
ces
& A
MS
An
evol
ving
par
tner
ship
Ale
xand
er M
ann
Sol
utio
ns
�P
ione
ered
Rec
ruitm
ent P
roce
ss O
utso
urci
ng (
RP
O)
in
1996
�G
loba
l rea
chan
d pr
esen
ce w
ith o
ver
1,10
0 sp
ecia
list
staf
f in
60+
cou
ntrie
s
�O
ver
47 R
PO
clie
nts
in 3
0+ la
ngua
ges
�T
hree
Glo
bal C
lient
Ser
vice
s C
entr
es a
llow
24/
7 de
liver
y
�T
echn
olog
y in
depe
nden
t,o
fferin
g ou
r cl
ient
s ch
oice
an
d fle
xibi
lity
�P
ure-
play
RP
O, C
ontin
gent
Wor
kfor
ce M
anag
emen
tan
d be
spok
e P
rofe
ssio
nal S
ervi
ces
�A
MS
rec
eive
d a
Gol
d A
war
d fo
r G
loba
l Inn
ovat
ion
at
Sie
men
s an
d B
est G
loba
l Sup
port
func
tion
at Z
uric
h
�R
anke
d G
loba
l Mar
ket L
eade
r an
d th
e le
ader
inB
read
th o
f Ser
vice
sin
RP
O 2
008,
200
9 &
201
0 by
H
RO
Tod
ay m
agaz
ine
Mar
ket
Wat
ch
Glo
bal
Em
ploy
erB
rand
3
Our
Par
tner
ship
Jou
rney
Fro
m R
PO
pro
vide
r to
Tru
sted
Adv
isor
5 ye
ar U
KR
PO
Con
trac
t S
igne
dG
radu
ate
Sch
emes
C
ontr
acto
rR
PO
Exe
cutiv
eS
earc
hE
xit
Sur
veys
Rec
ruitm
ent
Tra
inin
g
Red
eplo
ymen
tA
sses
smen
t&
Sel
ectio
n
Glo
bal L
ifeA
war
d
50
42
40
30
28
26
1
11
21
31
41
Pre
AM
S2005
2006
2007
2008
2009
Days
5950
4253
1925
3026
6500
3577
0
2500
5000
7500
Pre
AM
S2005
2006
2007
2008
2009
£
Dire
ct H
iring
& B
rand
dev
elop
men
t
2009
2010
2007
2006
2005
2008
Con
trac
tR
enew
al
Cos
t per
Hire
Tim
e to
Hire
20%
92
%
33.5
44.5
55.5
The leaders at Zurich
are inspirational
Zurich offers excellent training
Zurich offers flexible
career opportunities
My friends would be impressed if I
worked for Zurich
I am excited by the type of work I
would do at Zurich
Working at Zurich would be great for
my career
Zurich pays very well compared to
other employers in their industry
Zurich only employs the best people
I have a clear understanding of what
it would be like to work at Zurich
Zurich is a secure place to work
If I worked at Zurich I would have a
good work/life balance
Zurich
Benchmark: Graduate (Sept 2010)-3%
-0%
+2%
+3%
+3%
+4%
+6%
+7%
+11%
+17%
+20%
(Neutral)
(Slightly Agree)
(Agree)
Bra
nd E
xper
ienc
e
Em
ploy
erof
Cho
ice
Thr
ee b
usin
ess
segm
ents
Gen
eral
Insu
ranc
e
Ser
ving
indi
vidu
als,
sm
all a
nd m
ediu
m-
size
d bu
sine
sses
, com
mer
cial
en
terp
rise
s an
d m
ajor
mul
tinat
iona
l co
rpor
atio
ns
US
D 3
4,15
7mG
ross
wri
tten
pre
miu
ms
and
polic
y fe
es,
2009
US
D 3
,463
mB
usin
ess
oper
atin
g pr
ofit,
200
9
1R
esul
t con
cern
s F
MS
onl
y
Far
mer
s
Incl
udin
g F
arm
ers
Man
agem
ent
Ser
vice
s (F
MS
) an
d F
arm
ers
Re
US
D 2
,690
mF
MS
man
agem
ent f
ees
and
othe
r re
late
d re
venu
es, 2
0091
US
D 1
,554
mB
usin
ess
oper
atin
g pr
ofit,
200
9
Glo
bal L
ife
Offe
ring
life
insu
ranc
e,
inve
stm
ents
, sav
ings
and
pen
sion
pr
opos
ition
s to
indi
vidu
als
and
grou
ps
US
D 2
6,02
9mG
ross
wri
tten
pre
miu
ms,
pol
icy
fees
and
in
sura
nce
depo
sits
, 200
9
US
D 1
,477
mbu
sine
ss o
pera
ting
prof
it, 2
009
Dee
p cu
stom
er u
nder
stan
ding
G
roup
-wid
e cu
stom
er s
atis
fact
ion
met
rics
Gro
up s
trat
egic
focu
s
Pro
fitab
legr
owth
Ope
ratio
nal
tran
sfor
mat
ion
Mor
e tr
ansa
ctio
nal e
xcel
lenc
e an
d ex
pens
e m
anag
emen
tIn
dust
rializ
atio
n th
roug
h de
dica
ted
Targ
et O
pera
ting
Mod
els
and
The
Zur
ich
Way
Peo
ple
man
agem
ent
Bet
ter
empl
oyee
eng
agem
ent,
perf
orm
ance
cul
ture
Sys
tem
atic
pla
nnin
g fo
r fu
ture
sta
ffing
req
uire
men
ts
Fin
anci
aldi
scip
line
Dis
cipl
ined
, ris
k-ad
just
ed lo
ng-t
erm
vie
w
Fol
low
-thr
ough
mea
sure
men
t of b
usin
ess
deci
sion
s
Org
aniz
atio
nal
agili
tyC
lear
acc
ount
abili
ty a
nd fo
cuse
d re
spon
sibi
lity
Mor
e co
mpe
titiv
e or
gani
zatio
n
Cus
tom
erce
ntric
ity
Impr
oved
mar
ket m
anag
emen
t S
elec
tive
acqu
isiti
ons
Gro
up a
spira
tions
for
busi
ness
se
gmen
ts Dire
ctio
nA
spira
tion
Sta
rtin
g po
sitio
n
Gen
eral
Insu
ranc
e:W
iden
mar
ket m
argi
n ou
t-pe
rfor
man
ce a
nd p
ursu
e m
arke
t-le
vel g
row
th
�Im
prov
e C
ombi
ned
Rat
io b
y 3-
4 pt
s re
lativ
e to
com
petit
ors
and
hold
m
arke
t po
sitio
n
Glo
bal L
ife:
Ong
oing
mar
ket s
hare
cap
ture
co
mbi
ning
vol
ume
grow
th a
nd s
usta
inab
le n
ew
busi
ness
mar
gin
�R
ank
Top
5 of
Eur
opea
n pe
ers
by N
ew
Bus
ines
s V
alue
Far
mer
s:O
ngoi
ng m
arke
t sha
re c
aptu
re
com
bine
d w
ith c
onsi
sten
t mar
gin
perf
orm
ance
�A
chie
ve to
p tie
r m
arke
t sha
re g
row
th
in U
S P
erso
nal L
ines
Sou
rce:
Pub
lishe
d co
mpa
ny fi
nanc
ials
, int
erna
l ana
lyse
s
Gro
wth
Mar
gin
Mar
ket
aver
age
Glo
bal
Life
Far
mer
s
GI
Mar
ket
aver
age
We
aspi
re to
bec
ome
the
best
glo
bal i
nsur
er a
s m
easu
red
by o
ur c
usto
mer
s, o
ur s
hare
hold
ers
and
our
pe
ople
:
7
Cle
ar m
issi
on a
nd a
ste
p ch
ange
in
aspi
ratio
ns
Cus
tom
er C
entr
icity
Top
quar
tile
cust
omer
sat
isfa
ctio
n G
row
th a
t or
abov
e th
e ov
eral
l ins
uran
ce m
arke
t acr
oss
the
cycl
eA
A-le
vel f
inan
cial
str
engt
h
Em
ploy
er o
f Cho
ice
Hig
h qu
ality
eng
agem
ent s
core
sH
igh
qual
ity r
eten
tion
rate
s
Sha
reho
lder
Val
ue
Top
tier
perf
orm
ance
in e
ach
of o
ur b
usin
esse
s16
% B
OP
aT R
OE
acr
oss
the
cycl
eP
ayin
g a
sust
aina
ble
and
attr
activ
e di
vide
ndTo
p-qu
artil
e To
tal S
hare
hold
er R
etur
ns (
TS
R)
“At Z
uric
h, o
ur
mis
sion
is to
he
lp o
ur
cust
omer
s un
ders
tand
and
pr
otec
t th
emse
lves
from
ris
k.”
Fin
anci
al h
ighl
ight
s
in U
SD
mill
ions
for
the
nine
mon
ths
to S
epte
mbe
r 30
20
1020
09C
hang
e
Bus
ines
s op
erat
ing
prof
it (B
OP
)3,
526
4,06
6-1
3%
Net
inco
me
attr
ibut
able
to s
hare
hold
ers
2,39
32,
935
-18%
Gen
eral
Insu
ranc
e co
mbi
ned
ratio
97.8
%96
.9%
-0.9
pts
Glo
bal L
ife n
ew b
usin
ess
valu
e57
152
010
%2
Far
mer
s M
gmt S
ervi
ces
man
aged
GE
P m
argi
n7.
4%7.
2%0.
2pts
Sha
reho
lder
s' e
quity
31,0
1129
,304
6%
Ret
urn
on c
omm
on s
hare
hold
ers'
equ
ity (
RO
E)
10.7
%16
.3%
-5.5
pts
Bus
ines
s op
erat
ing
prof
it (a
fter
tax)
RO
E12
.2%
17.4
%-5
.1pt
s
Bus
ines
s op
erat
ing
prof
it by
seg
men
t
in U
SD
mill
ions
for
the
nine
mon
ths
to S
epte
mbe
r 30
20
1020
09C
hang
e
Gen
eral
Insu
ranc
e1,
961
2,50
8-2
2%
Glo
bal L
ife1,
098
1,15
7-5
%
Far
mer
s (in
clud
ing
Far
mer
s R
e)1,
295
1,13
214
%
Oth
er O
pera
ting
Bus
ines
ses
-573
-298
-92%
Tota
l Cor
e B
OP
3,78
14,
499
-16%
Non
-Cor
e B
usin
esse
s-2
56-4
3341
%
Tota
l BO
P
3,52
64,
066
-13%
Our
com
mitm
ent t
o so
ciet
y
Our
cus
tom
er p
rom
ise
Cur
rent
prin
t cam
paig
n E
urop
ean
Gen
eral
Insu
ranc
e
The
res
ult… 93 94 95 96 97Ran
k
We
inve
st in
on-
boar
ding
for
futu
re s
ucce
ssR
ecog
nitio
n fo
r pe
rfor
man
ce a
nd c
ontr
ibut
ions
Our
em
ploy
ee p
rom
ise
Ric
h op
port
uniti
es to
de
velo
p
Con
nect
ed to
Zur
ich
Con
nect
ed to
the
busi
ness
, str
ateg
y, c
olle
ague
s, c
usto
mer
s an
d co
mm
uniti
esW
ork-
life
bala
nce
is e
mbr
aced
Our
futu
re s
trat
egy
is e
xciti
ngS
tron
g Z
uric
h le
ader
ship
cap
abili
ties
are
culti
vate
d an
d de
velo
ped
We
are
com
mitt
ed to
cor
pora
te s
ocia
l res
pons
ibili
ty
Em
pow
ered
to
perf
orm
Cha
lleng
ing
wor
k as
sign
men
tsG
row
th, d
evel
opm
ent a
nd in
tern
atio
nal o
ppor
tuni
ties
Foc
used
on
the
futu
re
15
Em
ploy
er o
f Cho
ice
Zur
ich’
s E
mpl
oyer
of C
hoic
e F
ram
ewor
k
Em
ploy
ees’
E
xpec
tatio
nsE
mpl
oyer
’s
P
rom
ise
Impa
ct o
nW
orkf
orce
Bus
ines
s P
erfo
rman
ce
My
Job
and
my
wor
kM
y Jo
b an
d m
y w
ork
My
oppo
rtun
ity
to le
arn
and
deve
lop
My
oppo
rtun
ity
to le
arn
and
deve
lop
My
know
ledg
e of
the
busi
ness
&
cust
omer
s
My
know
ledg
e of
the
busi
ness
&
cust
omer
s
My
abili
ty to
ha
ve im
pact
My
abili
ty to
ha
ve im
pact
My
care
er
path
My
care
er
path
My
rew
ards
My
rew
ards
Me
My
Wor
k Ex
perie
nce
Attr
act
Per
form
oR
even
ue
grow
th
oM
arke
t sha
re
oE
arni
ngs
oC
usto
mer
sa
tisfa
ctio
n
Ric
h O
ppor
tuni
ties
to D
evel
op
Con
nect
ed to
Z
uric
h
Em
pow
ered
to
Per
form
Foc
used
on
the
Fut
ure
Dev
elop
Affi
liate
Em
ploy
ees
have
exp
ecta
tions
and
we
as a
n em
ploy
er m
ake
a pr
omis
e to
mee
t th
ese
expe
ctat
ions
. G
EE
S a
nd e
xter
nal b
ench
mar
ks s
how
ho
w w
ell w
e m
eet a
nd d
eliv
er o
n th
ese
expe
ctat
ions
inte
rnal
ly a
nd e
xter
nally
.
We
mea
sure
the
impa
ct o
n w
orkf
orce
vi
a de
fined
KP
Is in
H
R d
ashb
oard
The
ulti
mat
e im
pact
on
bus
ines
s pe
rfor
man
ce is
m
easu
red
via
finan
cial
an
d cu
stom
er
satis
fact
ion
met
rics.
Dis
cove
ry, U
nder
stan
ding
& A
lignm
ent
thro
ugh…
Em
ploy
er A
spira
tions
Em
ploy
er R
ealit
ies
Com
pelli
ng E
VP
Def
inin
g ou
r E
oC B
rand
Per
sona
lity
Cor
pora
te B
rand
Zur
ich
Val
ues
& C
ultu
re
His
toric
Em
ploy
er B
rand
EoC
Bra
nd W
orks
hops
Em
ploy
ee E
ngag
emen
t S
urve
ys
Cre
atin
g th
e E
mpl
oyer
Bra
nd…
TM
18
Brin
ging
out
Em
ploy
er B
rand
to li
fe th
roug
h ev
ery
phas
e of
the
Em
ploy
men
t C
ycle
1802
.06.
2010
Exa
mpl
e to
uchp
oint
s:R
ecru
itmen
t cam
paig
nsS
ocia
l med
iaC
ampu
s m
arke
ting
Car
eers
web
site
AT
SC
andi
date
exp
erie
nce
Pre
-join
er e
xper
ienc
eR
ecru
iter s
ell d
eliv
ery
Exa
mpl
e to
uchp
oint
s:O
nboa
rdin
gIn
duct
ion
Em
ploy
ee re
ferr
alIn
tern
al m
obili
tyIn
tern
al c
omm
unic
atio
nsE
mpl
oyee
exp
erie
nce
Exa
mpl
e to
uchp
oint
s:A
lum
ni p
rogr
amB
oom
eran
g ca
mpa
igns
…A
nd th
e to
olki
t to
deliv
ery.
Loca
lC
ount
ries
Fun
ctio
n-sp
ecifi
cC
ampa
ign-
spec
ific
20D
ecem
ber
2, 2
010
20
Zur
ich
Em
ploy
er P
rom
ise
Del
iver
ing
the
Pro
mis
e
Em
pow
ered
to
Per
form
Con
nect
ed to
Z
uric
h
Ric
h O
ppor
tuni
ties
to
Dev
elop
Foc
used
on
the
Fut
ure
Pre
-Joi
ner S
ite
Inte
rnal
Mob
ility
Em
ploy
ee R
efer
ral
Com
pete
ncy
Inte
rvie
w T
ool
Del
iver
ing
the
Pro
mis
e-
Pre
-join
er w
ebsi
te
21
Glo
bally
sta
ndar
dise
d w
arm
, en
gagi
ng w
elco
me
Abi
lity
to li
ve c
hat w
ith o
ther
pr
e-jo
iner
s to
net
wor
k im
med
iate
ly
Man
age
pre-
day
1 to
do
list
to e
nsur
e pr
oduc
tivity
from
th
e st
art
Allo
ws
feed
back
into
ca
ndid
ate
expe
rienc
e to
re
fine
proc
ess
& to
uch
poin
ts
Del
iver
ing
the
Pro
mis
e-
Em
ploy
ee R
efer
ral S
chem
e
22
Em
ploy
ee c
entr
ic p
erso
naliz
ed a
war
ds
Fle
xibi
lity
to s
pend
& a
ccum
ulat
e
Inno
vativ
e pr
omot
ion
cam
paig
n to
pr
omot
e &
con
tinua
lly re
fres
h
Enc
oura
ge th
e de
velo
pmen
t of
empl
oyee
net
wor
king
and
con
nect
ion
with
ext
erna
l and
alu
mni
aud
ienc
es
Del
iver
ing
the
Pro
mis
e-In
tern
al M
obili
ty s
ite
23
Incr
ease
rete
ntio
n ra
tes
thro
ugh
tran
spar
ent d
evel
opm
ent o
ptio
ns
Del
iver
sig
nific
ant c
ost s
avin
gs
in e
xter
nal r
ecru
itmen
t
Sup
port
del
iver
y of
Em
ploy
er
Pro
mis
e / E
VP
–de
eper
co
nnec
tion
into
Zur
ich
&
tran
spar
ent v
iew
of o
ppor
tuni
ties
to d
evel
op
Bui
ldin
g in
tern
al c
andi
date
m
arke
tpla
ce a
s at
trac
tive
as
exte
rnal
mar
ketp
lace
24
•Tec
hnol
ogy
enab
led
inte
rvie
w b
uild
ing
tem
plat
e
•S
tand
ard
Zur
ich
Lead
ersh
ip
Com
pete
ncy
ques
tions
•Abi
lity
for
Hiri
ng M
anag
er to
ent
er o
wn
role
-spe
cific
tech
nica
l que
stio
ns
•In
terv
iew
Tip
s
•S
uppo
rtin
g Tr
aini
ng c
ours
es
•O
nlin
e tr
aini
ng to
sup
port
rol
l-out
•C
ompe
tenc
y ba
sed
inte
rvie
w te
mpl
ate
built
for
purp
ose
in le
ss th
an 1
0 m
inut
es
Del
iver
ing
the
Pro
mis
eC
ompe
tenc
y In
terv
iew
bui
lder
Leve
ragi
ng R
PO
Fin
anci
al B
enef
its
Sig
nific
ant C
ost S
avin
gs
Ris
k &
Sca
labi
lity
Per
form
ance
Ben
efits
Acc
ess
to S
peci
alis
t SM
E
Str
ateg
ic R
esou
rcin
g A
ppro
ach
Cle
ar &
Mea
sura
ble
Ana
lytic
s
Foc
us o
n Q
ualit
y of
Hir
e
Str
ateg
ic B
enef
its
Con
stan
t inn
ovat
ion
Acc
ess
to M
arke
t Ins
ight
Mai
ntai
ning
lead
ing
edge
Pro
ven
Glo
bal l
eade
r
Sco
pe e
xpan
sion
e.g.
exe
c S
earc
h, re
depl
oym
ent,
cont
ract
Q &
A
26