We worked closely with a major platform provider to define the target operating model for their advised retirement proposition. The platform wanted to achieve greater scalability through offshoring back-office processes, whilst improving customer service levels.

Approach:

There were three key phases that we delivered:

• Phase 1 – Documented the current state operating model. Created at a granular level to understand the FTE costs and utilisation, as well as the processes that were performed.
• Phase 2 – Documented the target operating model and created a business case where efficiency savings could be realised, based on the analysis that was captured in the first phase. Several options were documented and assessed.
• Phase 3 – Created a delivery plan to implement the target operating model and realise the savings that were captured in the business case.

Results:

We delivered process mapping and optimisation and offshored processes. The transition was managed safely and efficiently, utilising our process optimisation approach. We realised a 12% reduction in FTE across 50 processes and realised the service level agreements. In addition, we effectively managed key stakeholders during a sensitive time due to HR implications.