How We Work
Recruitment
As part of the BPO/Operations recruitment process all of the candidates are required to undertake a series of assessments. The assessments are bespoke to the roles being carried out, this ensures that we recruit the right people with the appropriate skill set.
Paperless work Environment
We have a paperless work environment with no printers connected to the network.
Governance Structure
A very strong governance process is promoted which is transparent, structured and supported by strong MI. Daily, Weekly, Monthly and Quarterly meetings, Effective controls to facilitate essential interaction and rapport between India and UK stakeholders are in place.
Training & Certifcation Process
BPO/Operations staff are trained by SMEs from India and UK. All trainees go through a structured certification process which ensures that each user is competent to process the activity efficiently and effectively. The timeline of this process varies from 4 to 10 weeks depending on the complexity of the transaction.
Key Performance Indicators
The performance is measured by four factors: Production, Service Level, Quality and Complaints. The diagram opposite represents the four Key Performance Indicators on which our performance is measured. The team has consistently overachieved in these areas across all Business units.
Regulated Activities
Our team have expertise in managing FCA-regulated activities. We have users who have completed regulatory examinations and are certified and competent to overlook these activities.
Transformation
We provide considerable focus on transformation, we firmly believe that this will help us to collaborate, innovate and accelerate towards change which in turn will add value to our Clients and end Customer. We have an “Innovation Panel” who are tasked with assisting us to drive this across the team in a focused manner.
Infosec
Secured workplace policies restrict staff from carrying mobile phones, pens, paper and personal belongings into the work environment. Periodical internal IS reviews are conducted by the Risk and Compliance officer based in Chennai.
