Credit Services Operations Restructuring
Major Credit Rating Agency
- All Sales Support functions were centralized, network processes were reengineered and a Branch Service platform was implemented, improving MIS intelligence for service and staff management.
- Deployed performance management training program to all Contact Center agents, outsourced low-value high-effort activity away from Contact Center Back Office, root-cause identified and corrected system issues, and reengineered key processes.
- Successfully implemented LoBue recommended Data Operations organization structure meeting company global best practice for all operations functions to be realigned under respective Data Operations, Data Analysis and Shared Services business units. All Data Operations processes were reengineered, service agreements established, performance and management indicators established, enhanced triage and scheduling practices implemented and facility layout was optimized.
Through full implementation of the recommended program, the client received enhanced service and operational platforms with re-engineered processes across all functional areas, demonstrating a reduction in overall operational capacity by 20%. These efforts yielded significant run rate savings, producing 24 times ROI over three years. Additional benefits are expected to be derived from improved client service initiatives, enhancing the customer experience to strengthen revenue opportunities.