Transformation & Management of F&A SSC for a Global 300 Networking & Telecommunications Major
Transformation & Management of F&A SSC for a Global 300 Networking & Telecommunications Major
- Client – A multinational networking and telecommunications organization and one of the leading providers of Information and Communication Technology to service providers
- Scope of engagement was to enable their existing SSC (60 FTE, catering to F& activities in Indian and Sri Lanka) to move up the value chain by stabilizing operations using industry experience and best practices
Approach
- Managed services operations model adoption to bring in expertise and industry best practices was adopted
- Engaged the team and stakeholders to resolve issues and improve bonding
- Reviewed customer criticality and customer interfaces across processes
- Improved processes including implementing Turn around time and SLAs
- Implemented training programs to improve quality of service
- Adopted a structured governance and control mechanism
Value Realised
- SSC achieved Rank 1 among the 12 centres across the globe Higher customer ratings achieved
- SSC processes conformed to global standards except for country specific legal or business requirements
- Migrations for remaining India locations successfully completed and processes stabilized
- Employee motivation increased and attrition reduced