Next, we translate the transition roadmap into a detailed transition plan covering people and organization, process, space and infra, technology tool, knowledge transfer and services with a joint and robust program management and governance with your sponsorship and involvement of your leaders/ SMEs to design and deliver effective services.

Designing for transformation right from the start is our mantra, that too, we go beyond the best in class to what is ‘best-in-context’ for you i.e. ensuring best in class is customised for your context. Hence, we invest quality leadership time on 5 Pillars to ensure:

1. org design with flat structure and right talent i.e. right level, right mix, right skill and right span,
2. process design and documentation that enables quality processing,
3. design and implementation of DMS & Workflow, and alignment with ERP systems,
4. design for services, capture process metrics and service level requirements and
5. design for space and infrastructure including ‘work from home’.

For onshore units, based on the headcount finalized for operations, we will be happy to finalize members from existing team to become part of the Captive Operations and hire a few people from outside, to keep a healthy mix of domain and process experience. If it is an offshore unit to India, we will hire the best talent for operations, suiting your business, company culture and team dynamics. Knowledge transfer will be completed jointly by us and your SMEs for the team moving to the dedicated unit covering business, process, functional, systems and metrics orientation.

Simultaneously, as part of our unique solution, we form a separate legal entity to set up your Dedicate Captive (D-Cap^TM) operations as an exclusive unit and select a fully fitted space with IT Infra as per requirements for smooth operations. A transition checklist with dry run and wet run is signed off for Go Live. Given our vast experience in India as well as offshore captive operations, we take due care to identify and address change management requirements with a focus on transition, people engagement and customer experience.

As we go live, we work closely with your leadership to stabilize the D-Cap^TM operations and finetune service levels baselining. We ensure that we run ‘transformation centric operations (TCOps)’ by aligning the goals with your Core Business and bringing the ‘captive mindset’ to provide customer focused services, as an extension of your business and not like outsourcing providers. This approach drives actions for transformation to deliver on charge-out and save commitments as per business plan.

In summary, the dedicated unit should be ready for Operations Go Live with ‘to be’ process design and documentation, trained people and technology alignment in as minimum a time of 4 – 6 months after design process is kicked off. Then, we take care to institute a robust process for performance, service and customer governance framework to ensure we truly serve you like your own captive and even more, as an extension of your own business. We ensure we deliver the Four E’s as key outcomes from TCOps i.e. Operational Efficiencies, People Empowerment, Service Effectiveness and Enhanced Customer Experience!