Case Study – UNIFIN

Key Services: BPO Offshore Operations, Performance Management SOPs, Business Continuity Plan (BCP), Resource Management, Performance Improvement Plan (PIP), Contingency Planning

Keywords: BPO Offshore Operations, Performance Management SOPs, Business Continuity Plan (BCP), Resource Management, Performance Improvement Plan (PIP), KPI for Offshore Teams, Contingency Planning, Operational Efficiency

Key Results

• 23% Improvement in Operational Efficiency
• 100% Reduction in Redundancy and Errors
• 38% Increase in Resource Utilization
• 68% Boost in Employee Satisfaction
• 57% Decrease in Employee Turnover
• ROI Recovery Time: 12 Months

Client Overview

Unifin, a leading provider of business process outsourcing and accounts receivable management services, approached Infinikey Solutions to address operational inefficiencies within their offshore teams. Unifin lacked structured performance management SOPs, formal HR processes, and a Business Continuity Plan (BCP) to manage disruptions. These gaps hindered their ability to maximize the potential of their offshore resources and posed significant risks to business continuity.

Challenges

Unifin faced multiple operational challenges affecting their productivity and employee satisfaction. The absence of a performance management process, lack of clarity around employee roles, and lack of structured BCP meant the business operated reactively, often having “firefighting” issues instead of working proactively. Additionally, they needed a clear plan for handling performance outliers, resource management, and employee feedback mechanisms.

Solutions Delivered by Infinikey Solutions

Development of Performance Management SOPs

We started by designing a comprehensive set of Standard Operating Procedures (SOPs) tailored to manage and evaluate the performance of Unifin’s offshore teams. These SOPs included clear Key Performance Indicators (KPIs) for various roles, ranging from telephone benchmarks to service delivery standards. To ensure transparency and consistency, we implemented a robust performance tracking system for reviewing and reporting KPIs, providing managers with actionable insights into team performance.

• Creation of clear Performance Management SOPs
• KPI development and implementation for offshore resources
• Performance tracking and reporting system for continuous improvement

Performance Improvement Plan (PIP) and Employee Feedback

To manage underperformance, we introduced a structured Performance Improvement Plan (PIP), allowing Unifin to address performance gaps effectively. This formal system empowered managers to take proactive steps, from informal coaching to formal corrective actions, ensuring continuous performance improvement.

• Introduction of a formal PIP process to manage outliers
• Feedback mechanisms for regular employee performance reviews
• Structured coaching and development plans for employees

Business Continuity Plan (BCP) and Contingency Planning

Recognizing the absence of a Business Continuity Plan (BCP), we developed a comprehensive plan that provided Unifin with clear steps to take during operational disruptions. This plan focused on mitigating risks related to power outages, internet failures, and other contingencies that could affect Unifin’s offshore operations. Our BCP ensured minimal downtime and a clear action plan during unexpected events.

• Development of a solid Business Continuity Plan (BCP)
• Contingency planning to ensure operational resilience during disruptions

Defining HR Roles and Responsibilities

We introduced clearly defined HR processes and established distinct roles and responsibilities for managers and employees. This included creating a resource management system that improved coordination and reduced ambiguity in day-to-day operations. Regular meetings and huddles scheduled to enhance communication and ensure alignment across all teams.

• Transparent HR processes and role definitions for better resource management
• Introduction of a meeting structure to enhance internal coordination

Improved Employee Coaching and Feedback Processes

Implemented a structured process for employee feedback and coaching, ensuring managers provided timely and constructive feedback. This system helped boost employee satisfaction, improved morale and resulted in higher retention rates.

• Structured feedback and coaching processes
• Improved employee engagement and satisfaction

Impact and Results

Six months after implementing these solutions, Unifin experienced significant improvements across several key metrics:

Increased Operational Efficiency and Resource Utilization

The new performance management SOPs resulted in a 23% improvement in operational efficiency. By optimizing resource management and clearly defining roles, Unifin achieved a 38% increase in resource utilization while eliminating redundancy and errors.

Enhanced Employee Satisfaction and Reduced Turnover

The improved feedback system and structured coaching led to a 68% boost in employee satisfaction, while employee turnover dropped by an impressive 57%. Implementing the PIP further helped retain staff by providing clear pathways for performance improvement.

Business Continuity and Risk Mitigation

With a solid Business Continuity Plan (BCP), Unifin is now well-equipped to handle operational disruptions. The contingency planning measures reduced risks related to downtime, ensuring uninterrupted service for clients.

Conclusion

By introducing rigorous performance management SOPs, a robust Business Continuity Plan, and comprehensive HR processes, Infinikey Solutions helped Unifin achieve remarkable improvements in operational efficiency and employee satisfaction. The solutions addressed Unifin’s immediate challenges and laid a foundation for sustainable long-term growth. Unifin’s commitment to continuous improvement, backed by structured processes, positioned them for future success in the competitive BPO sector.