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Leading for a
changed future

What are your 'AHA' moments?

Get ready for the new normal

As we transition into a world post-crisis, it’s time for leaders to define what that means for their business and how they can build operational resilience for the future. Get our insights on developing a framework for the future that looks at the learning from the period, champions the positive transformations and ensures agility and sustainability for the future.

An Enlighten leaders' guide

operational resilience

Leading for a changed future – what are your ‘AHA’ moments in 2020 defines operational resilience and examines how leaders can build a more suitable framework for the future.

Get ready for the new normal

As we transition into a world post-crisis, it’s time for leaders to define what that means for their business and how they can build operational resilience for the future. Get our insights on developing a framework for the future that looks at the learning from the period, champions the positive transformations and ensures agility and sustainability for the future.

An Enlighten leaders' guide

operational resilience

Leading for a changed future – what are your ‘AHA’ moments in 2020 defines operational resilience and examines how leaders can build a more suitable framework for the future.

5 ways leaders can build their operational resilience

'AHA' MOMENTS: CLIENT SNAPSHOTS

Enlighten tech helps Northern Trust find resources to share the COVID-19 workload

Northern Trust – Enlighten technology is the solution for workload management

Finding The Right-Fit Technology for Business | Enlighten OpEx

The Link Group – The right-fit technology paves the way for the future

How to Pivot through The New Normal with Suncorp Insurance Manager

Suncorp – A Single Source of Truth for clarity on the new normal

Get ahead with the right partner

Explore how Enlighten can help you build operational resilience and get ready for the future with a free consultation. Contact us now to book in a virtual coffee chat with one of our leadership team and learn more.

'AHA' MOMENTS: CLIENT SNAPSHOTS

Northern Trust – Enlighten technology is the solution for workload management

The crisis highlighted to the Northern Trust the need for being able to deliver their services in an appropriate time, despite the circumstances, and servicing customers sufficiently with a growing demand for their asset servicing and valuation offerings. To that end, they needed to understand their capacity, the cycle time on tasks, the work in progress and the load distribution at any particular time to be able to redeploy quickly and effectively.

Leveraging Enlighten’s solutions, the organisation was able to identify areas where staff could take over work usually performed by other regions. Geographical boundaries were no longer a concern with the remote working situation, and they were able to adapt to the crisis and leverage additional resources quickly.

Pete Cherecwich, President of Asset Servicing at Northern Trust, commented on the flexibility the Enlighten partnership allowed during a high-pressure time. “We’re sending work all over the place. For example, a lot of our asset servicing for the Australian market was performed from Manila in the Philippines. When that closed down, we moved it to Bangkok in Thailand, then to Chicago, and once the Philippines office implemented work from home measures, we moved it back to Manila,” he says. “If we know who has the capacity, we can move that workaround to maximise our output. So, if the volume in Asia is too high, we can have people in the US log in and pick up the slack.

This is a strong example of a business that pivoted quickly, building operational resilience with a future focus and utilising strategic partnerships for greater agility during a disruption.

Learn more about Enlighten’s insights on operational resilience for the future here.

'AHA' MOMENTS: CLIENT SNAPSHOTS

The Link Group – The right-fit technology paves the way for the future

Nigel McCammon, COO APAC, The Link Group

The Link Group has turned the ongoing crisis around to see an incredible 6-12% increase in productivity over the last couple of months thanks to strategic use of the right tools. Tapping into Enlighten’s Single Source of Truth solutions, the organisation based their management strategy around meaningful metrics to drive outcome-based decision-making.

A critical turning point and Aha moment for them was in leveraging the tool’s in-built insights to demonstrate patterns that supported the focus on an elastic workforce. They realised there was significant potential in rethinking how they assigned capacity and leaned on external sources for support, and uncovered a newfound opportunity to harvest capacity from existing sources.

Nigel McCammon, Chief Operations Officer of APAC at The Link Group, speaks about the unique simplicity of Single Source of Truth, saying, “Sometimes the simplicity of the data in the right moment is all that’s needed to carry the message.”

He also highlights the critical importance of having not just visibility, but traceability in data. “There’s a subtle but significant difference in those two words,” he explains. “Visibility suggests observation of an individual’s activity, but traceability gives much more detail, like how our people spend their paid time or how our members and clients interact through the various mediums that we have in the business. Traceability is the critical enabler for us to make better decisions.”

Building on insights from Single Source of Truth, the company has been able to shift past crisis management into developing operational resilience, identifying four key pillars of capability to be strengthened: data integrity, risk and control, people and processes development and change delivery.

This is a game-changing example of an organisation that got ahead by investing in the right tools, designed to enhance their human element.

Get more of Enlighten’s insights on choosing the best-fit tech solutions for your business.

'AHA' MOMENTS: CLIENT SNAPSHOTS

Suncorp – A Single Source of Truth for clarity on the new normal

Annabelle Thompson, Executive Manager, General Insurance Sales & Service at Suncorp

When New Zealand announced the highest level of lockdown procedures starting on 25 March 2020, Suncorp had only just 48 hours to activate 100% remote work arrangements and ensure their employees had all the resources needed to stay work productively from home.

To pivot quickly, Suncorp leaned on Enlighten’s unique Single Source of Truth solutions, tapping into its insights to manage a remote workforce and drive decision-making.

With those insights, Suncorp came to a key realisation or, as we like to call it, Aha moment – that data is crucial to making better business decisions.

Annabelle Thompson, Executive Manager, General Insurance Sales & Service at Suncorp, stresses the importance of clear and comprehensible data in helping the company improve their decision-making process in a way that bolsters its bottom line.

“We use data to build business cases around what’s costing us, whether that’s lost time, drops in customer satisfaction, or whatever metric we may be measuring, and that makes it so much clearer for us to make good decisions,” says Thompson. “Now, we’re investing in process improvements in certain areas because of the data we’ve captured, and it’s helped me forward forecast demands and get my resourcing right for my team.”

In addition to providing straightforward data for better decision-making, Single Source of Truth also helps Suncorp manage their employees’ productivity. Clear visibility, regardless of location, has allowed the company to assess and manage their team’s performance, identify patterns and focus on helping their people be as productive as they could be.

“With data, we’ve built coaching more specifically around the needs of individual employees, rather than just using a blanket team approach,” she shares.

Suncorp is a great example of an organisation that champions the positives and appreciates that, with the right tools, a crisis can be an opportunity to create a better system of management for the future.

Get more of Enlighten’s insights on building operational resilience with a Single Source of Truth.

Navigating an uncertain future with a clearer view of data

In the final insights piece of our series, Leading for a changed future – what are your ‘AHA’ moments, we explore the critical nature of data in ensuring ideal business outcomes. How can leaders build their operational resilience by driving visibility over meaningful metrics? Find out more.

Data is the cornerstone of future business success. It is the new gold, the new oil. In a changed world, data will be the most critical success factor of performance and an organisation’s ability to build operational resilience.

As we shift into the next phase of the ongoing crisis, leaders face monumental decisions amidst a significant management transformation, exploring the new elastic workforce, considering increasingly complex compliance obligations and helping their teams adapt to the future. Data will play a pivotal role in supporting leaders through these make or break choices. But an overwhelming amount of data or poorly managed analysis can be damaging to a company’s ability to simultaneously manage the crisis, support day-to-day operations and build agility for the future.

The data gap

A Deloitte study found that 49 per cent of leaders acknowledge data’s importance in enabling better decisions, while 16 per cent find it essential for adapting strategies and a further 10 per cent use it in improving relationships with partners and customers. And data does have significant value for businesses. It’s critical for making decisions and problem-solving around performance, outdated processes and changing consumer and client needs, the core parts of any business model.

Most leaders see the value in leveraging data in decision-making but aren’t able to tap into it as their systems are not set up to provide the right insights. Especially in post-crisis world, technology will lead the way in enabling change and leaders must invest now in ensuring data is accurate, timely, comprehensive, efficient and accessible.

Navigating a changed world

The digital future brings with it unique challenges unlike any leaders have faced before. The solution is to enable a Single Source of Truth, a comprehensive source consolidating all critical metrics under a singular view so leaders can quickly base decisions around comparative data. Northern Trust recently demonstrated the success of their data management strategy during the crisis, tapping into tailored dashboards that allow them to shift capacity across teams instantly with the right information on not just workloads, but attached skills and profiles. The organisation was able to address reduced outsourced support with efficiently shifting capacity amongst their onshore teams and analyse productivity to actually grow their output and meet a rising demand for their services.

Pete Cherecwich President of Asset Servicing, commented on the realisation brought about by the data, noting that “every crisis forces people to ask themselves whether they really need a function to be performed within their office, or whether they can have someone else do it for them.”

So, how can leaders use data to establish their position in the new world and build sustainable businesses? Here are five ways a Single Source of Truth can help power your future:

  • Enable productivity and quality. Improving data quality ensures more accurate analysis of productivity to reduce wasted effort and idle capacity and automate error-prone tasks. While leaders should be careful not to intrude on employees’ privacy, this can help provide useful suggestions on efficiently allocating resources.
  • Drive a stronger customer experience. Especially in a world post-crisis, the customer’s need is evolving rapidly, and touchpoints are increasingly digital. Leaders will need meaningful insights to predict and form the new customer journey, keep them engaged and provide a tailored experience to stay relevant in a changed future.
  • Ensure an engaged workplace culture. In the new remote world, leaders must work to engage employees and maintain the social fabric of the organizational culture. Looking at the data around their performance can indicate their motivation in the role and environment and measuring that against new leadership changes and company policies being implemented will highlight what suits the workforce best.
  • Manage risks and meet compliance obligations. Automated information consolidation is critical in getting ahead of evolving regulatory demands and increased security risks in the remote environment. From early detection of new risks to breaking down analytics for various stakeholders, a Single Source of Truth will help mitigate damage rapidly and efficiently.
  • Keeping up with the rate of change. Leaders that tap into the potential of data now will be leagues ahead in keeping pace with innovation in their industries, as whole sectors are redefined by digital disruption. Data can help businesses reduce testing time in bringing new services or products to market and keep an eye on the changing demands in virtually real-time.

To build resilience in a new and still uncertain world, leaders must scale their innovation efforts to meet unprecedented market shifts and this can only be done with the real-time access and a comprehensive view of data. Investing in a Single Source of Truth ensures all elements of the business, from employee management to customer experience, can work cohesively, powered by cross-functional insights.

Get a clearer view of your data. To explore how Enlighten can help, reach out to one of our executives, Helen Mackay, at helen.mackay@enlighten-opex.com for a virtual coffee chat.

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Nurturing an enterprise-wide resilient compliance culture that performs

In the latest insights piece of our ongoing series, Leading for a changed future – what are your ‘AHA’ moments, we explore the complex landscape of compliance management in the new working world. How can an enterprise-wide compliance mindset help mitigate the potential risks for your organisation in a changed future? Find out more.

Compliance management has always been complicated, even before the crisis. Now, on the precipice of the most significant shift and profound change in management thinking, global leaders face new challenges in maintaining compliance while managing a newly emerging elastic workforce.

Moving forward, developing comprehensive processes around effective compliance will be even more critical. And this starts with encouraging an enterprise-wide compliance-first culture, where employees at every level accept responsibility over risk management.

Compliance in a changing world

Gone are the days where compliance sits as the sole responsibility of a compliance officer or single department. As the world is increasingly digital, there are unique challenges and new risks that must be addressed. Non-compliance can be devastating, as highlighted in the fallout from the Banking Royal Commission report.

Non-compliance directly impacts leaders as they are seen as ultimately responsible. From fines to an irreversible loss of reputation, non-compliance isn’t something to take lightly. Customers also lose trust and faith in a company if they feel their rights are not protected, leading to further financial losses. This, in turn, negatively impacts employee morale which leads to reduced productivity, high employee turnover, and the inability to attract stronger talent to fill gaps. In the current environment, with worsening business conditions, this is the last thing any company needs.

An enterprise-wide team effort

It’s time for leaders to operationalise compliance across the entire enterprise. This means integrating risk management into every level of the business process, including it in the outcome-based activities of your people and ensuring they put it to use.

To then get your company to embrace compliance at every level, the first step is acknowledging the importance of compliance and what it means in the context of the new working world. Leaders should ask: do you have the right licenses for a remote workforce? Does your current policies address confidentiality standards outside the office? How are you adapting digital controls to meet obligations remotely? Are you safely fast-tracking the adoption of new digital tools? How are you mitigating increased cyber risks in a rapidly digitalising world? And the list goes on.

So, how can leaders ensure they embrace the new world safely and securely with confidence and peace of mind when it comes to compliance? The answer lies in having the support of the full workforce.

Here are five critical steps you can immediately take to ensure your enterprise stays compliant:

  1. Devise policies that address new gaps in compliance. The new working model requires new thinking around compliance. Leaders must ensure that internal policies cover issues like maintaining device security, cordoning off virtual meeting rooms, protecting employee privacy while observing performance remotely and more.
  2. Promote a compliance-first culture. Leaders must start from the top down, setting an example for a positive compliance mindset, encouraging employees to take ownership over processes and enabling increased integration between departments to create a shared sense of responsibility.
  3. Deploy appropriate tools and training. You must invest in your people by providing training to use any new digital tools effectively. The 2019 TAS Compliance Index found that nearly 40 per cent of financial services organisations provided less than a day’s training on compliance and 17per cent of firms still used Microsoft Excel as their primary compliance management tool.
  4. Adopt strategic partnerships. Collaboration is critical in meeting compliance challenges head-on and reducing the strain on the organisation and its people. Partnerships allow leaders to quickly assess, review and deploy purpose-fit solutions that help automate processes and reduce the risk of human error.
  5. Review all of your third-p