Beyond Magazine

SEPTEMBER 2016 ISSUE 01‘STRATEGY OUR PEOPLE ACHIEVING GREATMATTERS’ HEIGHTS FOR TRAVELEX ANDQUIZ OUR CUSTOMERSYOUR CHANCE TO BRWAWNOADRYKNSIENOWGFWIN AN IPAD ONTHE BACK COVER INTRODUCING ‘GO BEYOND’, OUR NEWLIFELANEINTHE FAST BRAND PURPOSE OUR COLLEAGUES IN QATAR ARE SPEEDING HOW AN IDEA BECAME AHEAD WITH THE REALITY LAUNCH OF ACE POINT OF SALE IN STORES CONTRACT WIN IN APAC 1 Beyond Issue 01 2016

MESSAGE CONTENTSFROM 03ANTHONYWAGERMAN What puts Travelex on the map? Useful facts and figures about our global business.I’m delighted to welcome you to the first edition of our new quarterly colleague magazine, Beyond. Introducing The Lounge... With stories and news from across Travelex, Beyond You’re invited inside Travelex’s new colleague intranet. will help keep us connected in new ways and give us an opportunity to share and celebrate our successes 04 and challenges. In this issue we focus on our brand and business strategy, Life in the fast lane so please make sure you take the time to understand what Our business in the Middle this might mean for you. It’s our aspiration for the future and East generates huge EBITDA it’s vital that we’re all aligned on this, so we can reach our (Earnings Before Interest, Taxes, customers in the best possible way. Depreciation and Amortization) for This magazine belongs to all of us and I encourage you us, find out how we’re playing our to contribute in any way you can. Whether it’s by sending ideas Ace card in the region. for articles or quizzes, or telling us about a colleague who’s done a great job recently – we want you to get involved! 05 I’d like to take this opportunity to thank every one of you for all your continued hard work, and I hope you enjoy The engine room the magazine. How our vaults provide the Anthony frictionless flow of money across 2 Beyond Issue 01 2016 our global network...and our customers depend on it! 06 Brand new ways of working Learn all about our brand proposition in the context of our business strategy. 07 09 Supercard What’s the deal? The Travelex Deal: it’s mutual. How an idea became a reality. Vibe Read the story of Supercard How are you feeling? The latest here. survey results. 08 10 Reasons to celebrate What makes Travelex a great place to work? Looking back over some of Find out what some of our Travelex’s recent successes. colleagues think about Travelex. 11 Get involved with our quiz Your chance to win an iPad.

WHAT PUTS TRAVELEXON THE MAPWe’re a diverse bunch, across 29 Present in Overcountries worldwide. Find out 22 of the 1,300what puts us on the map across world’s top ATMsour global reach.... airports Nearly First store Deal in 9,000 opened in over 80colleagues currencies globally 1976 70 We’re Call centre transactions in 29 have nearly per second countries 2,000 customer interactions a Over 1,500 day storesYou said, we listened...introducingWe have nearly 9,000 colleagues working across 29 countries All of this allows us to drive a more seamless employeearound the world. Keeping us connected is an important part of experience by tailoring information to individuals and audiencesbecoming an efficient business and you’ve been telling us for a globally. Representatives from your business areas (who we calllong time that TNet is in need of an update, so we’re proud to Content Managers) have been working hard to ensure that all theannounce that we’ve launched a new social-enabled intranet. The information you need access to throughout your working life atLounge has replaced TNet and is our ‘hub’ for connecting across Travelex is available on The Lounge – so make yourself at homeour global reach. You can start or join a discussion, keep informed and take some time to explore. Update your profile picture andwith company news, search for colleagues with greater ease and start connecting!collaborate, share and like documents – all with added versioncontrol capabilities. In the meantime, if you have any questions, please contact: [email protected] 3 Beyond Issue 01 2016

LIFE IN THEFAST LANEOur business in the Middle of dollars into attracting tourism and as a 77 million passengers in 2015.) It’s really East generates huge result, are expanding existing airports and important that we maintain our position as EBITDA (Earnings Before building new ones. Dubai International Airport category leaders in currency services, andInterest, Taxes, Depreciation and is currently the busiest airport in the world below are just some of the ways we are doingAmortization) for us. We’ve been by international passenger numbers (over this in the Middle East.in the region for 12 years and arepresent in four countries: Oman,UAE, Bahrain and Qatar and over thepast couple of years have enteredthe market in Turkey. It’s a hugegrowth opportunity for us, the MiddleEast is a significant global player andthese countries are pumping billionsPLAYING OUR ACEAs part of our ongoing work to become ACE is a great example of innovation We recentlymore EFFICIENT, we’ve begun using a and we want to ensure that we launched Xpress Moneynew state-of-the-art Point of Sale system, can continue this momentum and Transfer in Bahrain, it’s‘ACE’ in our stores in the Middle East – respond accordingly to a changing a global instant moneywith plans to roll this out across Travelex. world – moving forward to ensure we transfer system and we’reOriginally created by UAE Exchange and remain relevant. introducing both cash-similar to Travelex Money Transfer, ACE to-cash and cash-to-bankoffers cash-to-bank remittance capabilities To support this Elvin Eldic has services. It’s a big stepand enables more effective reporting. taken on a new role as Global forward for us strategically Head of Retail Delivery, reporting as we waive out of theWe’ve customised the system to fit our directly to Adam Koch. This role Western Union exclusivityneeds and it has impressive functionality, leads all of the combined business contract and start to selllike the capability to work offline. It’s innovation projects such as the roll two remittance products.also passport reader-enabled to capture out of ACE, selected end-to-endcustomer data – a key priority for us. This customer journey initiatives, andexciting development in technology is an launch new products to market byexcellent example of our drive to be ahead working closely with the Productsof the game when it comes to technology & Marketing team. He’s also actingand efficiency. as the key interface between the Retail business and all of the Travelex support functions.4 Beyond Issue 01 2016

THE ENGINE ROOMOur vaults provide the frictionless flow of money acrossour global network – here’s how they make it seem so VAULT FACTFILEeffortless... • The vaults are responsible for processing andHow do you define a Travelex From the vault, processedcustomer? They might be orders then enter our delivery sending orders to Wholesale, Outsourcinga store walk-up customer, network and are transported and Retail customers around the globesomeone who comes to us via a either domestically orpartner site or app, through the internationally to a: • We operate large vaults in four countriessales and service centre, or anyone of us internally! Customers • Travelex or partner worldwide (UK, North America, Australia andcan place orders through a Holland)multitude of channels...but what customer-facing locationhappens once an order • We have smaller vaults in six countries (UK,is placed? • Travelex or partner vault (for Canada, Japan, China, New Zealand andOnce the order has been local distribution) Australia)received, an electronic copy ofthat order is sent to the vault (or • Travelex or partner • We run and support the running of cashthe cash room) for processing. customer’s home rooms in places like China, Hong Kong, Canada, France and Germany • Travelex or partner ATM “The Vaults are the engine room of Travelex, without our operations we couldn’t serve the millions of customers across our global reach” Jens Seidl, Head of Wholesale, Banknotes & Cash Operations.SPOTLIGHT ON: SYDNEY VAULTOur vault in Sydney is our largest vault working together to achieve our SLAs We spoke to Bob in APAC – Raja Kulandavale (Team (Service-Level Agreements) with our Ihlein, a Distribution Leader) talked us through how business partners. The team are proactive Consultant fromhe and his team keep operations running and in true Travelex fashion, always give their the Sydney vault,smoothly and efficiently so we can continue all in their work to ensure that all orders are who has been withto maintain excellent relationships with our sent on time and the best possible service Travelex for nearlycustomers. is given. This ensures that they’re constantly nine years, about strengthening our one-to-one relationships what it’s like to workCash Operations in Sydney has a team of 32, with our customers. in the vault. Bob works alongside Rajaincluding two team managers and is under Kulandavale, who is Team Manager forthe direction of Jigar Patel, Cash Operations There are lots of new and exciting challenges the vault.Manager East. The majority of colleagues ahead for the Sydney vault, especially inat the Sydney vault have been with Travelex terms of new business partners. We’re Bob, why do you think the vaults are sofor seven years or more, with some having also working to get the vault automated to important?reached the milestone of 10 years service! further improve efficiency. Staff training will also be a priority in ensuring that Sydney has Bob: The vaults are really the heart ofThe vault mainly deals with completing a Cash Operations centre that Travelex can be Travelex. By supplying currency andorders for our trade partners and retail proud of. products to our branches and tradelocations across Australia. It also manages partners, we allow them to function ata weekly supply to our Auckland vault, as A great working atmosphere, mixed with their full potential.well as New Zealand retail locations with collaboration between colleagues and aoccasional shipments to Travelex Hong large helping of lots of hard work has led to What’s it actually like working in theKong, Malaysia and our UK vault. the success of Cash Operations Sydney – and Sydney vault? things can only get even better!The past year has seen a large increase in the Bob: It’s very much a team environmentbusiness volume, with the addition of Travel We use a number of different systems in each here. Many of the colleagues have workedMoney OZ and the Westpac Banking Group vault but one system we are particularly proud together for a number of years and we are(our new Tier 1 bank contract – find out more of is Taxidia, our automated cash processing all friends out of the workplace so it has aon page 9!). Sydney Cash Operations has system which leads the way in innovation. It’s nice friendly feel. There are lots of peoplebeen reaching record trade volumes for the located in the UK and really sets us apart from from many different religions and faithspast six months, with the turnover exceeding our competitors. here too. We work really well together20 million AUD on two occasions. and respect each other’s faiths. We also do the best morning teas with all sorts ofThe Sydney vault relies on great team work of different foods – the diversity makes itto run smoothly, with every department a really interesting place to work. 5 Beyond Issue 01 2016

WHAT’S IN A BRAND?Our brand is so much more than a logo –it’s what we stand for as a businessIt’s more than just a logo.. Our purpose “That’s why we’ll go is to beyond the everyday, whereOur brand is a system of ideas that exchanging currencies is justdefines what Travelex stands for or Gobelieves in – these ideas will guide how Beyond the beginning”...we serve our customers and drive theinternal culture of Travelex. for ourselves, for TravelexA powerful brand strategy can help us and for ourdrive real change and improvements Customersto our proposition and our customers.We should be aiming to do remarkable INSIGHT:things that make a positive impact andelevate Travelex to the level of those “International life is fullbusinesses that have transformed of boundaries and bordersthe lives of customers. that slow you down and holdOver the coming months you’ll be you back”hearing more about our brand and we’llbe sharing tools that will enable youto live and breathe our brand purposeevery day.Many of you already do this but we’reputting it down on paper so we’re all ‘onpoint’ to deliver for our customers in aconsistent way, every time. OUR CUSTOMER Our purpose is to: OUR PEOPLE PROPOSITION GO BEYOND (Behaviours needed (To answer customer insight) to support our brand)The Frictionless Flow of Money For ourselves, for Travelex and for The FX Pit Crew our Customers “At Travelex, we strive to make international life simple, through the frictionless flow of money across our global network–and our customers depend on it”6 Beyond Issue 01 2016

STRATEGY MATTERSWe’ve been communicating our “Creating great customer experiences is what our businessbusiness strategy and brand over the thrives on. Our leading position depends on our ability tolast few weeks, find out what we need meet customer expectations on time, every time. That’sto do to be successful in the future. why we’ll go beyond the every day, where exchanging currency is just the beginning”…The four pillars of our strategy are: Our strategy will inform everything we do across Travelex.PERSONAL INNOVATIVE FOCUSED EFFICIENTKnowing our customers Investing in innovations Deepening our presence Improve our operations so and their needs and to serve more customer in markets through using we can spend more time needs across multiple all our business models and resources being therestrengthening our 1-to-1relationships with them touchpoints for our customersSo what does this all mean?It’s great to have a strategy In our Currency Solutions eReceipts: it’s personal but what will this look like in business we’ll use our reality? In the future we’ll be operational innovations as a By the end of 2016, we aim to as we continue on our journey FOCUSED on deepening our key selling point for winning create a customer database of towards reaching 1 million live presence in our markets and and renewing contracts. We’ll 1 million customer accounts. customers! leveraging all of our business be selling solutions for our The data we capture will help models. Our leadership team customers, not products, us innovate for the future and 1190-22-22911 will ensure that everything and we’ll keep our innovation create a more personalised we do from now on is centred momentum going, always experience for our customers. Travelex Heathrow T5 [email protected] on our strategy. In Retail for striving to be better. LSD 551 18 May 2016 16:34:12 example, this might mean So, how will we get there? Travelex UK Ltd, Kings Place, 4th Fl, 90 York Way Transaction No.: 22911 focusing on developing our And for our colleagues? The London N1 9AG Till: 02 PERSONAL relationships pillars also apply to the way Many companies provide 0208 283 6166 Cashier: 00020650 with our customers. A we work internally, investing an electronic record of [email protected] great example of this is the in new tools to support you purchase (or a receipt) which Amount introduction of eReceipts in your roles (such as The allows them to cross-sell Description which will allow us to capture Lounge), ensuring our support and upsell their full range of 20.00 customer information that will functions strengthen their 1-1 products and services to their European Euro ultimately enable us to upsell relationships with our customer customers. To help create our We SELL Currency @ 1.1254 17.77 and cross-sell our full range of facing areas to enable the database, we’re launching United Kingdom Pound 0.00 products and services. Knowing smooth and EFFICIENT eReceipts right across our Nett Commission 0.00 our customers and their running of our business. global Retail network – and Fee(s) spending habits will allow us we’ve been piloting it in the Sub-Total 17.77 to deliver more INNOVATIVE UK with great success. We’re solutions to meet their ever currently working through Buy Back Explained? Y changing needs. our rollout plan – so keep a Redemption Explained? Y look out for regular updates Buy Back Price Explained? Y Total Commission £0.00 Total Fee(s) £0.00 Sub-Total £17.77 Total Due: £17.77 Total Crd. Crd: Due £17.77 Credit Card Handling Fee: £0.27 Total Taken From Card: £18.04 Thank you for using Travelex (this shop is operated by Travelex UK Ltd) For the BEST DEAL on Foreign Currency order online at Travelex.co.uk This is an example of what a Travelex eReceipt looks like. We’re well on our way to achiving our goal with nearly 8007,00Bin0eocyuuosrntddoamtaeIbrssasusceae.p0t1ure2d016

SUPERCARD INNOVATIVEHOW AN IDEABECAME A REALITY Investing in innovations to serve more customer needs across multiple touchpointsYou may have noticed (unless you’ve been Businesses like ours are constantly It’s been a fantastic collaboration living under a rock!) that the world has having to evolve and improve to keep of different teams and as a business have become much more digital and tech- up with the tech-literate and always learnt a huge amount from the launch;savvy in recent years. In a global population on-the-go population because we can’t how we can work with agility to deliverof 7.395 billion people, 46% are internet users, ignore the fact that mobile is where something entirely new and exciting,31% are social media users, 51% are mobile the majority of our customers will and how well we can perform as trulyusers, and 27% are mobile social media users – experience the online Travelex brand. cross-functional teams. We spoke to theand these numbers are only set to rise. In fact, Supercard team to understand what was70% of mobile searches lead to some kind of Mobile is big business and our ground- needed to bring a product to life over theaction within one hour and it takes a full month breaking product Supercard (which course of a year…for the same percentage of desktop users to launched on 14 June) is evidence ofcatch up. Travelex’s mobile-first approach.Supercard FACTFILE JUNE 2015• App and Card combo which allows MAY 2015 Product team OCTOBER 2015 customers to spend abroad with Supercard analyse how no bank roaming charges pilot launches customers are Wirecard were in the UK using the pilot and identified as the• Currently only available in the UK begin to work on supplier we’d like• No fees when you buy things with Airport Key new features to partner with for Account Manager your Supercard abroad Marketing, Supercard v2 meets with PR and• It’s free and it’s easy to get airports to FEBRUARY• Links to your existing credit and discuss how we communication 2016 can market the plans are put debit cards into place for Development product launch team finishes• No need to top up• View your real time savings Supercard enters activation its final round of JUNE 2016 MAY 2016 testing, with both Preparing for user testing and security testing launch happening JUNE 14, 2016 APRIL 2016 Supercard Learning & App development V2 Launches Development, Retail enters its final stages, Across the UK! with the development and Comms work closely together to team working on error messaging and produce training developing a queuing materials for system for registrations frontline colleagues8 Beyond Issue 01 2016

REASONS TO CELEBRATENetherlandsAirport successCongratulations to the Schiphol airport team in the Netherlands,who – for the second year in a row – won the Guest FriendlinessAward, voted for by customers. Well done to everyone involved! Super launch You’ll have heard that our fantastic new product, Supercard was launched in June. The card – which allows people to spend their money abroad cheaply and with ease – has had some great media coverage so far. At the time of going to print, 60,000 people had registered for Supercard - a big thanks to all involved!Straight to number one organisation’s commercial goals. technology stacks at the bank.It’s here – the highly anticipated and long The deal is a five-year exclusive contract A huge number of colleagues from acrossawaited deal with Westpac Banking Group and Westpac has formally appointed the business were involved and thehas been finalised and our first set of Travelex to provide a range of solutions, project would not have been deliveredsolutions with Westpac launched in June. including four websites (one for each of with everyone’s help. Everyone worked the four retail banks in the group), as well tirelessly to deliver the first set of completeThis means that Travelex has achieved one as some deeper pieces of technology solutions in record time – a mere 16 weeksof its big ambitions: winning a contract integration between our own order after we were notified we’d won thewith a Tier One bank, which was one of our processing technology and various business. A fantastic achievement!Another Travelex Prepaid card LCOONNGGRSEARTVUILCAETIAOWNASRTDOS:‘first’ in China award Sylvia Fierkens-Sticker (40 years) Louise Page (25 years)Travelex has delivered another The Travelex Cash Passport Akke Giezenaar-Levers (40 years) Clare Adams (25 years)innovative ‘first’ in China with (pre-paid card) was awarded Kees van der Spoel (40 years) José Kaandorp (25 years)the launch of our partner foreign five stars from market Ted Edwards (25 years) Astrid Muffels (25 years)currency solution with Ctrip, research company, Canstar, Marja Kuipers-Wolsink (25 years) Daniel Simone (10 years)China’s second largest online Mimount Soussan-Taalat Elvin Eldic (10 years)travel agency. Using our internal for the most (25 years) Dan Gilby (10 years)IT system, Foxweb, the solution ‘Outstandingallows Ctrip customers to place value on aforeign currency orders through travel moneytheir website for collection at a card.’Travelex retail store in China. 9 Beyond Issue 01 2016

INTRODUCING... The Travelex Deal. It’s mutual.THE DEAL• Perform Beyond• Grow Beyond• Lead Beyond• Reward BeyondLEAD BEYOND PERFORM BEYOND Our ambition is to be We believe these elementsGROW BEYOND REWARD BEYOND restless in the pursuit of of The Deal are the recipe for a great colleague experience success in creating a great wherever you are in the place to work. world. If you are led well by a manager that cares about you, You’ll be hearing more we believe that you’re more about the Deal as likely to perform well and be we continue to make happy at work. We encourage Travelex a great place our people to grow and reach to work. their potential, striving to be the best they can be, and those people who go beyond for customers and their colleagues should be rewarded fairly.What’s yourWe launched Vibe, our new workplace happiness survey in May. 150 ideas 200 comments 1820 likesIt gives you an opportunity to tell us each month how you’refeeling, using three questions focused on happiness, frustration The power of Vibe is locally within your teams. Your responsesand progress (and 10 additional questions every quarter). are used as a conversation starter to guage how we’re feeling and explore what we can do to improve your experience atIn July 64% of you completed the survey, which is great but we’d work.love to hear from more of you, so make sure you look out for the Any questions? Contact [email protected] if you want to seefuture surveys. what ideas have been suggested simply go to moodmap.io and enter your email address to log in in the top right corner.You’ve contributed to overall scores of: 61% 54% 67%HAPPY WORK FRUSTRATION PROGRESS We hear you on the frustration point and we know the little A reminder that high scores indicate things can make the biggest difference in your working lives happiness and low scores indicate at Travelex. That’s why we’ll be focusing on helping our line frustration/unhappiness managers to consider and remove some of your day-to-day frustrations. It’s the small things that help!10 Beyond Issue 01 2016

WHAT MAKESTRAVELEX A GREATPLACE TO WORK The Deal brings together the elements that are the key to making Travelex a great place to work. We spoke to some of our colleagues from across our business to find out what this means to them…‘‘The people at Travelex really make it great. I get to speak to lots of colleagues in my role and everyone is so friendly and helpful. I’ve really noticed how diverse it is here too – you always hear different languages being spoken, which makes it really interesting! Amanda Cannie Reception Manager, Travelex Global Support Centre 11 Beyond Issue 01 2016

QUIZ – STRATEGYMATTERSWe all love a ‘freebie’, 1 How many pillars makeespecially one from Apple. up our strategy? WhatThat’s right, just send us are they?the correct answers [email protected] 2 What is our brandthese three questions and purpose?you could win an iPad mini! 3 How are we striving to make international life simple? The legal bit (T&Cs): One winner will be chosen at random from all correct entries received by Friday 30 September. Prize not transferable for cash.HERE’S TO GOING “That’s why we go beyond theBEYOND… everyday, where exchanging currency is just the beginning”One of our colleagues from Heathrow Terminal Whilst on her break, Maryem gave Comments2 recently truly went ‘beyond’ for a customer. up her time to help and escorted the and feedbackMaryem Berrada, a VAT host at the airport customer (who had realised he was in the wrong terminal and with a young We want everyone to feel part ofproved how important the PERSONAL pillar child, bags and trolley was worried that Beyond, so we’d really like to hear he would not make his flight) to theof our strategy is when she helped a distressed correct terminal just in time. from you!passenger make his flight with his young child– and the grateful passenger contacted the In a letter to senior management at If you have any feedback for us (noairport to thank Maryem. Heathrow, the appreciative customer matter how small), or any ideas for said “Without Maryem’s help, we would have certainly missed the flight…I could upcoming editions, please send not thank her enough for saving our them to us at: day and doing so in such a calm, kind and professional manner”… [email protected] It’s actions like this that help to strengthen and build lifelong relationships with our customers.