Objectives
At this stage, the objective will be restricted to the review, recommendation, and at a later stage, implementation & execution of the recommendations after both Operations & BU have had the opportunity to themselves review, and make suggestions/alternatives to those recommendations, and this also to ensure that everyone is at the same page.
The primary objectives therefore are to: -
- Independently review the end-to-end workflow from business acquisition to post-placement processing, including documentation flows, approval steps, handover requirements, and communication protocols.
- Identify bottlenecks, ambiguities, and root causes of recurring friction or misunderstandings between servicing & processing.
- propose a clear, practical, and mutually agreed operating framework that defines roles, responsibilities, mandatory inputs, timelines, and checkpoints.
- recommend process improvements that enhance accuracy, turnaround time, accountability, and cross-team transparency.
- provide an independent perspective, with a complete white paper in front of you, unencumbered by past or legacy practices .
Scope of Review
Presumably, the scope will be as wide as necessary to enable the objectives to be achieved.
These could include: -
- new business and renewal workflow, from client proposal to policy issuance.
- handover protocols between Servicing to Processing
- required documentation (e.g., slips, invoices, endorsements, declarations).
- pain points raised by each division, supported by case examples.
- use of internal systems (mainly numerous excels at the moment)
- communication back from Servicing to Processing
Methodology
These could include: -
Assumption of Role, Discovery & Interviews
- One-on-one interviews with Servicing team members across all levels.
- Assumption of servicing role if need be
- Assumption of troubleshooting role
Process Mapping
- Develop a clear process map of the actual workflow, including all inputs, outputs, handovers, and approvals.
- Identify redundancies, gaps, bottlenecks, and inconsistencies.
Recommendations & Alignment
- Draft recommendations and alternative workflow models.
- Present findings to management and affected teams for validation.
Recommendations for Alignment
- Short-term quick wins
- Medium-term enhancement
- Long-term structural or system changes
Implementation Roadmap
- Required actions
- Dependencies
- Timeline
- Resource considerations
