• Skip to primary navigation
  • Skip to main content
Close
OEE - Home
Contact |
  • English
    • Français
    • Deutsch
    • 简体中文
    • 繁體中文
+44 (0) 1865 593 911
SearchSearch
  • Home
  • Sectors
    • Banking & Financial Services
    • Education
    • Healthcare
    • High Tech Outsourcing
    • Insurance
    • Public Sector
    • Retail
    • Travel and Transport
    • Utilities
  • Services
    • Consulting Services
    • Innovation Services
    • Managed Services
    • Technology Solutions
    • Data and Analytics
    • Organisational Excellence
  • Thinking
    • Latest News
    • Client Stories
    • Insight
  • About
    • Our Values
    • Management Team
    • International Expertise
    • Consulting Excellence
  • Careers
  • Contact
  • Home
  • Our Thinking
  • An operating model for shareholder value.

Client Stories

An operating model for shareholder value.

Redesigning insurance broking operations from the ground up.

Global changes

A large insurance broker wanted to reinvigorate their strategic transformation programme. This was expanded shortly after its start when the organisation merged with another global leader.

Gobeyond Partners was appointed to support the delivery of this global programme, with the aim of delivering increased shareholder value through aligning the business operating model and offering across the entire group.

The first territory to embark on this transformation was chosen due to competition in the area placing increasing pressure on margins.

As such, significant changes to the existing operating model were required in order to achieve continued growth:

  • New segmentation model
  • Centralised placement function
  • Role segregation across the business
  • Process standardisation and improvement
  • Operational management
  • Relocation of work to off-shore hubs

Planning & implementation

We worked with the senior team to identify a number of changes to transform the business in this territory, delivering a $6m benefit over 3 years.

We implemented four workstreams to unlock these benefits:

1.  We facilitated the location strategy development for all operational activity, successfully relocating work.

2. We built a new operations function tailored specifically to the new operating model; ensuring seamless cross-functional working.

3. The work was organised in support of the new model. Each client segment now had a dedicated team, ensuring a consistent client experience, but maintaining flexibility for seasonal demand fluctuations.

4. To ensure the teams were upskilled and the change sustainable, we rolled out tailored Institute of Leadership and Management (ILM) accredited Operations Management training for managers and leaders, reinforced by a comprehensive coaching programme.


Sustainable results

10% cost reduction: The decrease in operating costs led to an increase in earnings before interest and taxes by 5%.

Customer experience: Standardisation reduced internal variability by 80% – hugely reducing variation in the client journey.

Sustained change: Around 95% of leaders were trained in our intensive Operations Development Programme (ODP), and have now achieved ILM accreditation through our coaching.

This project has become a case study example for other territories to replicate; laying the foundations for delivery of the promised value to the markets and shareholders.

Our Thinking

Past Event
The Future of Service: How to achieve peak performance using data and technology 

We recently hosted the latest instalment in our Future of Service series for 2022, our first in-person event since the pandemic.

Find Out More
Insight
The Future of Service Forum: How to achieve peak performance using data and technology 

We recently hosted the latest instalment in our Future of Service series for 2022, our first in-person event since the pandemic.

Find Out More
Insight
Buy Now Pay Later – fintechs and the customer journey-led transformation opportunity

The second of our series looks at how fintechs can turn risks into opportunities when it comes to consumer-led Buy Now Pay Later regulation. 

Find Out More

Stay informed. Never miss our email updates.

We'll store this data in accordance with our privacy policy and process for the use intended. We will not share your personal data with any third parties.

The Future of Service Forum

The Future of Service Forum brings together like-minded organisations from across the service sector. Each is committed to improving operations, creating networking opportunities and providing access to insight and content contributors.

Explore the Forum
Close
Would you like to get in touch with us?
Please complete our contact form.

Related Capabilities:

  • Sitemap
  • Cookies
  • Privacy
  • Modern Slavery and Human Trafficking
  • Terms of Use
  • Accessibility
  • Customer complaint policy

+44 (0) 1865 593 911
info@gobeyondpartners.com

8100 Alec Issigonis Way
Oxford
OX4 2HU

  • Sitemap
  • Cookies
  • Privacy
  • Modern Slavery and Human Trafficking
  • Terms of Use
  • Accessibility
  • Customer complaint policy
  • LinkedIn
  • Twitter
  • Glassdoor
  • English
  • Français (French)
  • Deutsch (German)
  • 简体中文 (Chinese (Simplified))
  • 繁體中文 (Chinese (Traditional))