Operational Excellence

As important as strategy is, we have to execute to win. Execution involves every employee and every contact we have with customers. The devil is in the details. We must act quickly on problems; drive results, not just activities; and ensure detailed follow-up so that we meet our commitments.
We Set the Highest Standards of Performance
Measure performance with a detailed, balanced scorecard
Strive for excellence, don't settle for mediocrity
Recognize that teamwork also requires a maximum individual effort
Compare yourself with the best
We Demand Financial Rigor and Risk Discipline;
We Will Always Maintain a Fortress Balance Sheet
Monitor, track and report the right things the right way — fix ineffective reporting
Ensure that accounting is fair, accurate and transparent
Create capital flexibility and manage risk dynamically
Share consistent, comprehensive information with shareholders and each other
Make analysis disciplined, real and fact based, focused on areas for improvement
Anticipate problems, be prepared with solutions
Be a risk manager; raising red flags is every employee's responsibility
Commit to enterprise-wide world-class governance, controls and compliance
Cultivate strong relationships with our regulators – be transparent, direct and respectful
Build a safety-first culture
Ensure that our controls infrastructure is as robust as our business
Remember that good compliance is good business
We Act and Think Like Owners and Partners
Work for profitable, sustainable, long-term growth
Streamline management and encourage an appropriate disregard for hierarchy
Guard the firm’s resources; spend the firm’s money as if it were your own
Invest wisely for the future – including on infrastructure and people
Recognize that competitive intelligence is competitive advantage
Foster a spirit of partnership
We Strive to Build and Maintain the Best, Most Efficient Systems and Operations
Promote efficiencies and remember that leaner is better
Leverage technology to make operations fast and simple
Cut waste relentlessly – and eliminate unnecessary bureaucracy
Be an expert and ensure we know our business best