BPO Presentation Draft
Transcript: the team leader benefits from: increased time for primary duties ability to ease work pressure decreased time dealing with escalations reduced upward call delegation reduced hold and processing times before HCL approached the exercise we asked: is it critical? is there a financial impact? can we train an agent to complete this or would it require further approval? will it recur over time? what are the impacts to call handling? how do we prevent unnecessary escalations? Client step nine step five better serve customer needs prevent escalation provide room for decision making prevent duplicate, mundane & repetitive tasks acknowledge business needs Develop matrix template Define roles Circulate and action through BPO team feedback remember... July June step four Delegation is the partnership of authority and responsibility to another agent to carry out specific functions without additional approval. These functions typically carry positive or negative financial impact to the organization. step three support, communicate, present... DE/HCL Delegation Lines of Authority step six September + Develop Risk Assessment... think through what if scenarios System logic will allow certain transactions to occur sans user interaction. These processes will require perquisites that will logically execute certain functions in the event an action is required. Designations will be marked as RB on the Framework Controls Matrix. why...? Level 7-8 August understand functions... agree and prioritize... • An understanding of what is being approved • The information and supporting documentation is accurate and complete • The transaction is allowable, reasonable and justified • The transaction is charged to the correct project(s) • There are adequate funds to cover the expense • The funding source is appropriate for the expenditure Finalize Work to finalize plan Include final edits draft simply put....it is when we allow a BPO team member an opportunity to carry on a task without additional approval Direct reports to the Level 1, typically (but not limited to), Vice President, Director HCL Role Equivalents: Manager, All Roles: VP, All Roles Testing and Refinement step two the team member benefits from: empowerment development increased motivation better decision making June so why not delegate...? step eight create DLA Workplan & Timeline Define and Finalize Present for Developmental work Create edits where feasible Develop manual workarounds where required delegated tasks focus on reducing bottlenecks and allow for fewer customer transitions Front Office Personnel or Equivalent, typically (but not limited to), Front Office Lead, Front Office Personnel, CSA, CCR , IVR HCL Role Equivalents: Customer Care Lead and Customer Care Agent assess role abilities and training needs... July Test levels and roles Resolve and revise Automatic effective delegation will be successful delegation and provide us with more time and better customer experiences step one BPO and HCL should maintain consistent dialogue and feedback throughout development and implementation to ensure policy remains consistent against metrics and market. delegating is not the abdication of accountability delegate Proposal and Recommendation our goal is to prevent escalation and improve work efficiency while mitigating financial and operational risk delegated tasks focus on relieving bottlenecks and allow for fewer customer transitions. our goal is to... Client there are 2 beneficiaries within delegation... define the roles... what is...? Direct reports to Level 2, typically (but not limited to), Supervisor, Senior Manager, Director, Management Personnel or Equivalent HCL Role Equivalents: Manager, All Roles Supervisor, All Roles some leaders feel: lack of time loss of controls fear of becoming dispensable lack of confidence in team member abilities or decision making skills audit failures that can contribute to negative performance evaluations Level 2 Provide HCL Delegation of Authority Proposal Develop action list Amend as required Direct reports to the Level 1, typically (but not limited to), Vice President HCL Role Equivalents: VP, All Roles Level 5-6 draft matrix & expand to include all key risk areas assess results and feedback... For HCL, the impact of proper delegation can have adverse repercussions on our key performance indicators: Levels of Delegation BPO Deliverables Development step seven how...? Define roles Finalize DLA mapping Determine appropriate work levels employees with signature authority are responsible for assuring the following policy recommendation Level 3 and 4 discuss Lead Personnel or Equivalent, typically (but not limited to), Lead, Analyst or Back Office Personnel HCL Role Equivalents: Tier 3 / Issue Resolution Group and Tier 2 / Customer Support Group/Credit and Collections account for manual steps and non SAP functions Level 1 Draft Development
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