Performance Improvement in the Private Sector
Managementors supported Phoenix Group to further transform their customer oversight model, further shortening customer journeys and improving outcomes for c.2m ReAssure customers.
Phoenix Group is the UK’s largest long-term savings and retirement business with market leading insurance brands, such as Phoenix Life, Standard Life and ReAssure. The latter is home to circa two million customer policies across the UK.
Through Project Aqua, Managementors has been working with ReAssure to improve operational effectiveness and reduce end-to-end customer journeys in conjunction with their strategic partner, TCS Diligenta, following a period of change and transition.
The customer oversight model has been further transformed, with enhanced detective controls and management information to inform and proactively reduce customer journeys and further improve outcomes for ReAssure customers.
Project Aqua has delivered a detailed mapping of end-to-end customer journeys to identify opportunities to improve along the way. This has been supported by a robust Active Leadership programme, winning hearts and minds. By receiving belief, support, and the right incentives, colleagues were able to increase their output up to 6-fold and gain confidence in their abilities to ultimately deliver for ReAssure’s customers.
The project achieved an average productivity improvement of 60% with departmental gains up to 145%, without compromising on quality.
Of course, long-term success was measured by the teams’ abilities to keep up the new normal. At every stage, ownership was placed on the client teams to take the lead in deploying their new Management Operating System. This resulted in an impact that spread beyond the project life cycle, with substantial gains continuing to be made post project closure.
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