Legal & General Optimizes Back-Office Resources to Meet Service Goals with Verint

Opportunity

Aiming to meet customer demand with resource optimization

Verint Operations Manager is deployed across more than 2,600 users at L&G. The organization’s Workflow Optimization Team supports approximately 1,500 of these users and is responsible for governing and maintaining the use of the business intelligence platform. This includes providing service/performance reporting and insights, improving the use of the solution across different business units, and ensuring that the workflow operates at peak efficiency.

Verint Operations Manager is a trusted, valuable employee engagement platform for L&G, helping the leading asset manager optimize the use of resources to meet customer demand and service goals. However, in some areas of the business, it was either not used to its full potential or not used at all.

While maintaining their current mandate and goals, the Workflow Optimization Team set out to implement or redeploy Verint Operations Manager among new teams to ensure consistent workflow and performance controls. Tom Duffy, who is part of L&G’s Operational Planning Team, explains: “We want to ensure data is captured accurately and that each business area has the capability to use Verint Operations Manager. This way, we can effectively drive service and individual performance improvements.”

The specific program goals included:

• Supporting a large L&G division comprised of several teams with various levels of solution use, knowledge, or understanding.
• Providing accurate data to feed each business area’s capacity plan.
• Helping front- and back-office departments meet their key performance indicator (KPI) targets.
• Delivering 18 full-time equivalent (FTE) of benefit across departments.
• Ensuring controls are in place to monitor workflow and performance.

Benefits

Greater collaboration and a more connected approach to workflow improvements

Verint Operations Manager is playing a powerful role in increasing employee utilization and capacity at L&G. The visibility and transparency into work reduces the need for L&G managers to distribute work manually, while, at the same time, ensuring end-to-end service goals are met.

The use of Verint Operations Manager has driven greater collaboration amongst colleagues in the wider planning team, operational areas, and business transformation teams, enabling a more connected approach to designing process and workflow improvements. This has resulted in additional process efficiency gains, including:

• Delivered 23.7 FTE savings versus a plan of 18 FTEs in the first year.
• Projected pipeline of 30 FTE (or equivalent) opportunities in the second year.
• Achieved KPI deliverables in supported areas.
• Created a strong governance framework.
• The Operational Planning Team presented best practice approaches to other operational areas.
• The team’s efforts and results were recognized outside of the division, with requests to extend the support and operational model within other business areas.

Verint Operations Manager continues to play a vital role in delivering consistent workflow and performance controls,” Duffy concludes. “The business intelligence platform, which is used by more than 2,600 people across L&G, provides the vital insights we need to optimize operational efficiency.