Head of Operations
Our Talent Analytics Engine was leveraged to scope the size and scale of the local market in line with their specific requirements – location, scale, model & language skills.We designed a structure with them to marry these skills with an engagement model that would achieve their objective and mitigate risk.
We implemented a new client onboarding managed service team of 22 CLM professionals, constructed from expected run rates and required volume of onboarding.Pod structure employed including engagement lead, quality control and onboarding analysts. Specific language skills (Mandarin, Spanish) were embedded into each part of the process per the requirement.
The risk of volatile volumes of clients was negated by an SLA to deployment of additional pods as expected flows of clients would increase. An additional pod of 6 were deployed in line with this.Population of customers all onboarded successfully in line with the project plan and day 1 revenue targets were achieved. Our key personnel constructed operating procedures and managed training to hand over to a BAU team.
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