BACKGROUND

The client team desired to centralize service management and delivery and associated benefit operations activities within the Benefit Operations team. The objective was to deliver outstanding employee experiences and service excellence while driving process standardization and process efficiency within the Benefit Operations Team. To support this initiative, PPT Consulting provided a dedicated Senior Consultant with proven service management process optimization experience and project management and business process design expertise, to work with the leadership team to develop the centralized service management strategy, develop standardized processes based on industry best practices, and design the necessary organizational structure to support service management excellence.  The Senior Consultant worked closely with the Total Benefit Operations team and senior leadership to drive service management excellence, process efficiencies and identify best practices to improve productivity and streamline repetitive work activities.

GOALS

  • Stand up a centrally managed base operations organization, following Service Management Best Practices, providing Benefit Operations for escalations (Request Management), Transition Management, and Data Management.

ACCOMPLISHMENT & BENEFIT

  • Reviewed the decentralized benefit operations work being performed globally, identified the deliverables, baselined the workflow performance and projected workload, designed the operating model, organizational roles, knowledge transfer and change management plans  following Service Management Practices that resulted in a 20% improvement in efficiency.
  • Led the knowledge transfer and organizational hyper-care activities during the peak workload and holiday period, accepted an additional 5% workload with no additional headcount, and transitioned over 250 different work products and achieving the required task proficiency levels ahead of plan.
  • Designed and implemented a central demand intake and case management capability utilizing ZenDesk, providing the ability to prioritize and allocate work across the delivery teams, resulting in an 80% reduction in work imbalance.