OPX TRENDS REPORT

2021 - 2022

HARNESSING THE HYBRID WORKFORCE

Australia is in the midst of a productivity crisis, and now more than ever, purposeful, agile leadership is needed in the quest for operational excellence. The future lies in the hybrid workforce – find out how technology, high-quality data and clear, authentic and consistent communication will play key roles in building a productive hybrid workforce for your business.

AN ENLIGHTEN LEADER'S GUIDE TO THE HYBRID WORKFORCE

OpX Trends Report – 2021 and beyond. Every leader’s guide to managing the hybrid workforce for business success in the new world.

3 THEMES UNDERPINNING OPERATIONAL EFFICIENCY IN 2021–2022

Enlighten recently launched a survey of centre of excellence professionals in Australia to capture the pulse of front-line leaders on the current state of operational excellence, with a focus on how to drive an engaged workforce during these challenging times.

Productivity and the hybrid workforce

Productivity is the current primary operational excellence trend, followed closely by workforce management and flexibility, and creating more value. The future of work lies in flexibility and the hybrid workforce, with technology and high-quality data to play important roles in optimising workforce management.

Engaged, purposeful leadership

Australian leaders need to step up – many respondents said they felt insufficiently supported by the senior leadership as they worked to drive operational excellence. Engaged, authentic and purposeful leadership is vital to driving ongoing change in Australian organisations to support future business success.

People and culture

Today more than ever, the employee is in charge of their own work journey. There is a massive opportunity for the future hybrid workforce to innovate, empower and enable these new working experiences. To that end, effective, clear and consistent communication will help foster a more positive and engaged culture.

UNIVERSE OF FINDINGS

To thrive in the new age of business, we need to blend data-driven decision-making with purposeful and agile leadership.

Over the last 20 years, Enlighten has developed a rich database of performance data and continues to build on this with more recent data around the hybrid workforce and the employee’s preferred place of work: home or office.

As part of future-proofing your organisation, you can join Enlighten’s “Universe of Findings”, an initiative that seeks to capture data about the hybrid workplace, to allow for better decisions and predictions, driven by data, about the future of work.

Universe of Findings
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LEADERS' AHA MOMENTS

'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.

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OPX trends
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'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.

Crisis leadership. Learn more on Enlighten.