top banner operations.png

Operations

The Equiniti India BPO team works out of Chennai with close interaction with project and business stakeholders across various Equiniti offices in the UK. The India facility has a secured connectivity to the UK IT Infrastructure and has the ability to stay connected with Equiniti UK offices through video conferencing.

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.

People Services

The PeopleServices team provides operational support to Equiniti for Recruitment, HR & Payroll and Learning & Development.

The service proposition delivers :

Service value

Much greater range of recruitment service, HR & Payroll support efficiently.

Integration and alignment

Requirement mapping with Equiniti Business Technology Services offering in Chennai, digital by design and a technology solution chosen within the existing Microsoft stack.

Operational efficiency and quality

Efficient and robust processes and controls. Stronger data integrity, allowing better decision making and further bottom line savings in areas such as absence, overtime, vacancy and pay controls.

BPO platform

A reference site for HR & Internal Payroll and the potential for additional external revenue generation.