Legal & General Optimizes Back-Office Resources to Meet Service Goals with Verint

Learn how Verint Operations Manager helps the UK’s largest provider of individual life assurance products increase workflow efficiencies and performance.

Results

  • 30% additional capacity

    Exceeded targeted increase in capacity by 30%

  • 2X capacity opportunity

    Doubled the opportunity to increase in capacity in year two vs. initial rollout.

  • Greater collaboration

    Improved collaboration and consistency drove the achievement of KPI deliverables.

About Legal & General

Legal & General (L&G) is a top 20 global asset manager and the UK’s largest provider of individual life assurance products. Founded in 1836, the organization has more than £1 trillion in assets.

legal and general logo

Opportunity

Aiming to meet customer demand with resource optimization

Verint Operations Manager is deployed across more than 2,600 users at L&G. The organization’s Workflow Optimization Team supports approximately 1,500 of these users and is responsible for governing and maintaining the use of the business intelligence platform. This includes providing service/performance reporting and insights, improving the use of the solution across different business units, and ensuring that the workflow operates at peak efficiency.

Verint Operations Manager is a trusted, valuable employee engagement platform for L&G, helping the leading asset manager optimize the use of resources to meet customer demand and service goals. However, in some areas of the business, it was either not used to its full potential or not used at all.

While maintaining their current mandate and goals, the Workflow Optimization Team set out to implement or redeploy Verint Operations Manager among new teams to ensure consistent workflow and performance controls. Tom Duffy, who is part of L&G’s Operational Planning Team, explains: “We want to ensure data is captured accurately and that each business area has the capability to use Verint Operations Manager. This way, we can effectively drive service and individual performance improvements.”

The specific program goals included:

  • Supporting a large L&G division comprised of several teams with various levels of solution use, knowledge, or understanding.
  • Providing accurate data to feed each business area’s capacity plan.
  • Helping front- and back-office departments meet their key performance indicator (KPI) targets.
  • Delivering a considerable increase in capacity across departments.
  • Ensuring controls are in place to monitor workflow and performance.

Solution

Increasing workflow efficiencies and performance

By expanding the understanding and use of Verint Operations Manager, L&G’s forward-thinking back-office optimization strategy is maximizing available solution functionality, and in turn increasing workflow efficiencies and performance. This includes email integration, file import (integrating with other systems), actual attendance, and task time capture. It allows users to pull additional work on top of the tasks allocated to them.

Duffy and his team also introduced a methodology to analyze actual time capture information. This is used for regular reviews or post-process improvement changes to set accurate standard timings and quantify any savings.

Other innovations include:

  • A set of best practice recommendations covering Verint Operations Manager functionality, workflow, and performance management were defined and agreed upon across operational areas. The recommendations are tailored for each business as required, with expert advice given on both technical solutions and process design.
  • Dedicated best practice managers provide training and support to operational managers and staff in using the Verint Platform. This helps deliver performance improvements and capture additional capacity.
  • Customized reports were created to consolidate key information required to monitor workflow and performance. Support was provided to management teams in using the reports to maximize performance improvements.

“Verint Operations Manager continues to play a vital role in delivering consistent workflow and performance controls. The business intelligence platform, which is used by more than 2,600 people across L&G, provides the vital insights we need to optimize operational efficiency.”

Tom Duffy
Operational Planning Team, Legal & General

Benefits

Greater collaboration and a more connected approach to workflow improvements

Verint Operations Manager is playing a powerful role in increasing employee utilization and capacity at L&G. The visibility and transparency into work reduces the need for L&G managers to distribute work manually, while, at the same time, ensuring end-to-end service goals are met.

The use of Verint Operations Manager has driven greater collaboration amongst colleagues in the wider planning team, operational areas, and business transformation teams, enabling a more connected approach to designing process and workflow improvements. This has resulted in additional process efficiency gains, including:

  • Delivered 30% greater increase in capacity than original target in year one.
  • Projected pipeline of double the opportunities to increase capacity in the second year.
  • Achieved KPI deliverables in supported areas.
  • Created a strong governance framework.
  • The Operational Planning Team presented best practice approaches to other operational areas.
  • The team’s efforts and results were recognized outside of the division, with requests to extend the support and operational model within other business areas.

Verint Operations Manager continues to play a vital role in delivering consistent workflow and performance controls,” Duffy concludes. “The business intelligence platform, which is used by more than 2,600 people across L&G, provides the vital insights we need to optimize operational efficiency.

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