Transforming Client-Centric Operations

Client: Global Financial Services Firm
Sector: Financial Services | Fortune 500
Service: Health & benefits administration for 85 global clients

The Challenge

Operating with client-dedicated teams bred high dependency, inefficient resource use, and bloated 60-day onboarding periods. The model lacked a central knowledge hub, hindering scalability.

The Approach

• Systems Thinking: Mapped the entire service ecosystem and pinpointed process variations.

• Standardization: Captured tribal knowledge and exposed commonalities in unique workflows.

• Redesign: Transitioned from client-based teams to process-focused units.

The Transformation

• Restructured Operations: Adopted process-based teams.

• Knowledge Hub: Developed a system to capture and standardize best practices.

• Streamlined Flows: Redesigned information flows with a phased 6-month rollout.

The Impact

• Faster Onboarding: Slashed from 60 days to 3 weeks.

• Cost Savings: Achieved $1.5M in annual savings—equivalent to 25 FTEs.

• Resilient & Scalable: Enhanced operational resilience and set the stage for rapid, cost-effective growth.

"Shifting our focus from clients to processes revolutionized our operations. We maintained service excellence while boosting efficiency and scalability."
— Senior Vice President, Benefits Administration