Community Awards

Innovation Awards

2018 Finalists

Click below to read case studies for previous winners and finalists

IFDS Awards Case Study 2017: Breathing new life into the Back Office

See the full Case Study, Presentation Slides and Video.

A new, two-person Centre of Excellence (COE) has brought consistency and control across diverse, specialist back office teams in the UK & India. Re-invigorating the existing Active Operations Management (AOM) methodology, with Director level sponsorship, has made a palpable difference to the culture, at a grass-roots level. Visibility of performance and collaboration make possible improvements in every team, with projected savings of £720,500. Adapting standard AOM training has been vital to success, embedding this in the IFDS culture. Each person understands the true drivers of performance and AOM champions are the conduit between operational teams and the COE, driving performance and sharing best practice. Gamification is encouraging healthy competition at the leadership level, enabling a strategic shift in productivity to absorb growth without increasing costs.

Who will learn from this case study? This case study will be of interest to anyone looking at operational engagement and improvement in back office or processing operations – whether in-house or through outsourced or off-shore centres. It’s a great opportunity to see another operation from the inside and learn how culture can be changed across multiple specialist teams by providing central expertise, common methodology and visibility of performance. 

Key Results

  • £720,500 saving projected for 2017 
  • Productivity rose 10% across 2,100 FTE onshore and offshore
  • Operational Behaviour & Rigour scores up 58% in 2016
  • 36% rise in employee scores on understanding “what excellence looks like in my team”
  • £79k saved on training costs and £50k on implementation
  • Advisor training gained outstanding feedback (4.75/5)

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2017 Innovation Award Winners
2017 Innovation Awards Finalists, Site Visits and Case Studies


 

2017 Innovation Award Winners

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