Business Challenge

Profitability was being eroded with operational performance no longer being able to be subsidised by ‘Investment Income’. As a consequence new offerings, significant operations improvement, facilities rationalisation, offshoring and outsourcing, improved conversion rates in Sales and Servicing plus improved underwriting and claims.

What WDScott did to help

The new product concept was not ours - it came from the client leadership team - WDScott’s role was to refine it and operationalise the concept.

Approach - the approach used the framework above ensuring that all of the elements required to ensure success were designed, aligned and executed.

In parallel with the ‘new offering’ the focus on improving the existing business was intensified. Operational Sales and Service processes were subject to increased management of conformance and performance resulting in a sharp uplift in conversion.

Underwriting and Claims were subject to a similar approach.

The 12 locations were analysed and rationalise to 3 - two in the UK and one offshore.

Throughout this process the Client had a team that varied in size - up to 30, supported by up to 8 WDScott team members.

Outcomes - the business has substantially improved its position.