Computer with a magnifying glass over it representing our analysis and risk management capabilities

Operations Transformation

Our operations consulting practice drives performance across the entire customer life-cycle starting from onboarding, inbound phone engagement, back office operations as well as credit and collections.

Our unique team has experience in organizational design, internal influence and execution as well as driving transformational change across any size of organization.

Operations - Back Office & Credit

Global process standardization to eliminate costs while improving cycle time.
Capability enhancements.
Credit and Collections Operating Model.
Scorecard development throughout all levels, from the front line to GM, including metrics and incentive design.
People development, including certification, training, coaching, and quality control.
1^st Party Defaulter/Credit Bust-out design.

BPO/ KPO

Six Sigma Process improvement
Offshoring for both proprietary and partner models.

Customer Engagement

Customer segmentation strategies driving enhanced "Recommend to a friend".
Call reduction through voice response, drive-to-digital strategies, and reduced repeat callers.
Up-Sell / Cross-Sell Engagement Strategies.
Scorecard development throughout all levels, from the front line to GM, including metrics and incentive design.
Organizational Design & Leadership Effectiveness.

Sales Operations

Learning and development for US-based field sales and account development professionals, including Salesforce expertise.
Underwriting Advisory – engagement across Risk Management, Sales, and Customers to drive profitable line size.
Reporting and incentive design in various sales professional models, as well as Center of Excellence execution.