Key Highlights
![Payroll Process Outsourcing]( "Payroll Process Outsourcing")
Billing by piecemeal and not by headcount deployed
![Payroll Process Outsourcing]( "Payroll Process Outsourcing")
Autonomous decision on the team size to deploy on site and team’s work schedule
![Payroll Process Outsourcing]( "Payroll Process Outsourcing")
Responsible for end-to-end process management
![Payroll Process Outsourcing]( "Payroll Process Outsourcing")
Responsible for competency management of team
![Payroll Process Outsourcing]( "Payroll Process Outsourcing")
Adherence to tight deadline to process and certify each claim
![Payroll Process Outsourcing]( "Payroll Process Outsourcing")
Appointment of a dedicated Project cum Account Manager to manage and drive team to achieve the required results
Situation
Provision of claim verification and certification services for an Incentive Management and Governance Division. Estimated volume: 2,500 per year.
Service Level Agreement
![Payroll Process Outsourcing]( "Payroll Process Outsourcing")
Meet 100% of the deadlines given
![Payroll Process Outsourcing]( "Payroll Process Outsourcing")
100% accuracy
![Payroll Process Outsourcing]( "Payroll Process Outsourcing")
Zero negative feedback
Solution
![Payroll Process Outsourcing]( "Payroll Process Outsourcing")
Organized and streamlined the work flow and work process according to peak and non-peak period.
![Payroll Process Outsourcing]( "Payroll Process Outsourcing")
Developed training curriculum and conduct regular training and assessment to manage team competency.
![Payroll Process Outsourcing]( "Payroll Process Outsourcing")
Determined the work volume, work complexity and time spent per task to establish the team size needed and instituted a task allocation matrix to achieve optimal output.
![Payroll Process Outsourcing]( "Payroll Process Outsourcing")
Set up a tracking mechanism to measure the output of each staff and monitor the workload closely in order to kick in contingency plan where necessary.
![Payroll Process Outsourcing]( "Payroll Process Outsourcing")
Introduced a robust incentive scheme to drive productivity and to achieve 100% work accuracy
![Payroll Process Outsourcing]( "Payroll Process Outsourcing")
Trained a group of back-end office staff as part of the contingency plan to manage sudden volume surge and manpower downtime
The Results
![Payroll Process Outsourcing]( "Payroll Process Outsourcing")
Meet 100% of the deadlines given.
![Payroll Process Outsourcing]( "Payroll Process Outsourcing")
Satisfied customer exercised option to extend the service contract for another year.