Your chance to hear more from Innovation & Transformation finalists, Legal & General, who are taking planning techniques to other areas of the business with amazing results.
Transforming back office for clients & colleagues at L&G
See how planning and transformation teams worked with operations on an operating model that raised productivity 32%, employee satisfaction 13% and halved turn-round times for customers
See the value that can be gained by visibility, control and engagement in back office operations. Remarkable transformation in Group Protection at L&G has driven growth and profitability on the back of outstanding service, with new corporate clients signing up for this. Brought about by a new model of collaboration, the Transformation, Planning & Operations teams (the ‘customer service triangle’) have engaged people, using powerful frameworks for change, planning, workflow and communication. Re-launching EG Workforce Manager has been key to establishing control and creating an emotional connection for colleagues. Results are impressive: 21% FTE savings, renewals 75% faster, outstanding premiums cut by 50% and double the consistency of service. The new ways of working are now driving sustained, incremental improvement far beyond the initial recovery.
- 21% FTE saving
- Turnaround times halved
- Employee satisfaction up 13% points
- 32% productivity increase in 2018
This story demonstrates the enormous value that can be gained by visibility, control and engagement in back office operations and the importance of planning and systems in this area. It will interest anyone looking to learn about this. L&G are also entering the Best Practice Team Awards for Planning and Insight.
09:15 Introductions: Forum introduction and a quick introduction from everybody present
09:30 Finalist Story: The finalist shares their story in a presentation
10:00 Planning & Workflow - Meet the team: Speak to those involved about how they have delivered
10:20 Transformation Team - Meet the team: Speak to those involved about how they have delivered
10:40 Operations - Meet the team: Speak to those involved about how they have delivered
11:15 Networking & Discussion: A chance for delegates to reflect and seek advice from the finalists
12:15 Takeaways & Next Steps: What have you taken from this session? What will you do differently?
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