Job Functions Impacting 50M+ Customer Accounts Outsourced for Global Service Provider

A large multi-national professional services provider partnered with The Northridge Group to reduce cost by outsourcing a core organizational function for wholesale, business, and consumer segments.

A coordinated, enhanced execution management approach was used to meet critical timelines and savings goals.
Program scope included:
- Development of SLAs and KPIs for outsourced partner accountability
- Technology connectivity support using program management
- Vendor profit-sharing initiatives oversight
- Development of governance plan and timeline for knowledge transfer and scorecard reporting to ensure cost savings goals were achieved without impact to customer experience

Secure virtual access technology successfully deployed for outsourcing partner’s workforce.
40+ SLAs and 200+ KPIs implemented with a robust governance framework and operating model that will carry forward, post-transition and ensure BAU success.
Multiple profit-sharing opportunities approved and established as incentives for outsourcing partner to improve operations and decrease cost.
In excess of 1,000 job functions impacting more than 50M customer accounts outsourced with minimal customer disruption.

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