| Overview
The client is a leading
global financial services firm with assets of $1.1 trillion
and operations in more than 50 countries. With the objective
of reducing costs across geographies, the client wanted
to run an end-to-end global shared services center. Intelenet
was chosen to run the client's global financial shared
services center for its key financial accounting processes
with the objectives of:
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Integrating and standardizing
financial processes across US, UK and APAC |
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Enhancing service quality |
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Reducing operational costs |
Business Case
The client's requirement
was to implement a centralized shared services operation
connecting 8 locations across 4 continents based on an
onsite-offshore architecture. Due to the multiple operating
regions, diversity in language capabilities and F&A
domain processes, operational practices and systems had
to be understood, analyzed and mapped to form a cohesive,
standardized and effective solution for the voice and
data processing for each region.
Intelenet's Solution
To facilitate a smooth and effective transition of the process from the client, Intelenet developed a transparent transition process that helped understand the processes and offshoring requirements of the client. Key employees were transitioned from the client to Intelenet. A one team-two locations framework was demonstrated and deployed on transitions across all locations.
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The Intelenet solution was based on 4 fronts: People,
Process, Technology and Knowledge. Various measures
such as Train the Trainer (at the client site), remote
access to client sites, regional transitions, and
onsite presence for critical operations were implemented.
The checklist and FMEA (Failure Mode Effect Analysis)
rigor was deployed effectively and consistently across
project managers |
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Investments were made on geographic resources to
enable understanding and application of regional accents,
cultures and geography. Personnel with diverse language
requirements such as Mandarin and Japanese were hired
and trained |
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A direct reporting structure was put into place
to ensure seamless knowledge sharing to client functional
teams. An imaging solution was leveraged to increase
off shorability |
Business Value
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50% reduction in FTEs leading to reduced total
cost of operations for the client |
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Potential saving up to 55% based on SLAs |
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quality requirements were met and Voice of Customer
feedback was also provided |
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Intelenet developed an onsite-offshore framework
which leveraged the company domain |
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Transaction pricing was delivered to ensure transparency
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Created a Center of Excellence focused on metrics
and savings |
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Delivered sustained savings through continuous
improvements |
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