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Published on 25 June 2020
Watch the recording of the Virtual Site Visit presentation.
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.
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.
Author: Alison Conaghan
Categories: Planning & Resourcing, Beyond The Contact Centre & Back Office