Industry experience
Financial services
Pensions processes and organisation - Post Implementation Review and Benefits Realisation
- Client
- Barclays Bank PLC
- Sector
- Financial services
Project description
ItemPlus had previously redesigned the Pensions processes to fit a new operational design, including a Shared Services Centre and Workflow system. We were then asked to review the implementation of the organisational systems, processes, and their adherence to the design and to recommend improvements to enable realisation of benefits.
The approach involved a detailed review of:
- the operation of re-designed paper-based and telephone processes
- the effectiveness of the revised organisational structure
- the performance of Team Leaders
- the availability and use of management information.
In addition, Managers, Team Leaders and Team Members were interviewed to establish the detailed impact of the changes at an operational level.
The exercise resulted recommendations for change, which were presented to the Managers and Team Leaders.
