Back Office Services

Our back office managers know their business. They understand the work and the cyclical nature of the business. They rely on experience and intuition to manage the ebb and flow of transactional work. A dramatic growth and seasonal peaks, however, can wreak havoc on day-to-day back office operations. The inability to forecast and match production volumes to worker skill sets puts the entire work-flow at risk. To compound matters, operation managers often react to backlogs in expensive and disruptive ways.
Managing volumes of transactions in a consistently high-quality and efficient manner is challenging but critical to our overall success. Business process management (BPM) is helping our teams to gain control of their back office operations by driving efficiency and flexibility in work-flow dynamics. BPM integrates work-flow and workforce technologies, digital exception processing and dashboard reporting to improve customer service, reduce cycle times and lower costs in the back office. Cross-training is very important to our staffing. Fewer people are needed to handle a wide range of functions which increases flexibility and offsets training costs.
The philosophy takes a hit when, for instance, an unexpected market volatility throws staff into roles they trained for but haven't done in six months. No matter how skilled the staff, it takes time to regain speed and accuracy when switching roles. Instead of reducing costs, the do-it-all employees typically increases costs through errors and delays. With the right systems and strategy in place, organizations can effectively assess and manage their back-office operations to increase productivity, reduce errors, minimize costs and maximize the client experience.