Translations

American Express sets up a board to fight against discrimination

2. Human Rights

Diversity, equal opportunity, and fighting discrimination

Sector Finance / Bank / Insurance

Year 2007

Country United States

Transmitter

Context

The American Express Group, which is committed to the promotion of diversity within its teams, has implemented a “governance” system inside the group.

This was how the organisation set up the “Ombudspersons” Board in 1994. The members of this board just report to the CEO for the group worldwide to avoid any conflict of interest. The board started working in January 1994 - first in New York, United States, and then in the rest of the world, dividing the earth into geographic areas.

Objectives

The objective of the group is to obtain feedback on any problem of discrimination, in strict confidentiality, so as to find solutions.

APPROACH

The greatest strength of the “Ombudspersons” Board lies in its independence from the operating units of the organisation. Any employee in the organisation who feels that he/she suffers from discrimination can refer his/her case to the board in strict confidentiality. The “Ombudsperson” may alert Management where need be if the employee concerned requests so or agrees. In such a case, the board should act immediately.

The fact that the board just reports to the CEO of the group for the world gives it ample leeway as it may not be subject to any pressure. The board also has a distinct operating budget separate from other business lines.

The board also has other resources such as private phone lines - in fact, the call is toll-free for the employee concerned, whatever the country or place where the call is given. Calls may be made 24 hours a day.

Members of the board further regularly visit each country. These trips provide the opportunity of meeting people who may have called them, of meeting the managers of profit centres, the HR department and also staff representative organisations.

CONTRIBUTION TO COMPANY PERFORMANCE

The work carried out by “Ombudspersons” makes it possible to detect problems in the group’s teams, and by providing solutions, the board makes it possible to increase efficiency.

Benefits

97% people questioned declared that they would call the “Ombudspersons” Board in case of problem. 95% answered that their expectations had been satisfied as to the attitude of the “Ombudsperson” in consideration of the seriousness of the situation and 90% as to the rapidity with which the problem raised had been solved.