Global Integration Success Achieves Operational Excellence

Transformation: Phase 1

Following a significant merger, Concentrix was engaged to play a vital role in the client’s global integration project, focusing on establishing common operational practices and rationalizing costs. We provided targeted advisory, design, and delivery capabilities to:

• Oversee the setup and stabilization of new offshore hubs.
• Deploy a robust management training program to standardize operations.
• Lead diagnostics and implementation activities across multiple countries and lines of business to enhance operational efficiencies.
• Design and deploy an operating model to streamline central functions (e.g., human resources) and utilize our blueprint principles to drive structural efficiencies within core teams.
• Focus strongly on skills transfer and the development of internal resources to establish a centralized change function capable of delivering sustained results post-program.

Leveraging our extensive experience in the client sector, we built design exceptions into the processes to accommodate local regulatory, compliance, and client requirements.

Transformation: Phase 2

In response to the global pandemic’s business disruption, the client further invested in another significant global transformation, this time leveraging the positive performance of their offshore hubs to deepen their presence and optimize digital solutions for improved cost-efficiency.

Due to our proven results, the client engaged us again for this program. We assisted in:

• Setting up and managing a global transformation management office.
• Conducting diagnostics across three lines of business—spanning Europe, North America, LATAM, and APAC—to design future-state customer journeys optimized for offshore hubs and enhanced by technology solutions.
• Managing the transition of over 500 roles to offshore hubs, stabilizing services.
• Leading the solution design and deployment of prioritized technology solutions.
• Designing and building deployment roadmaps for revised global operating models to establish a more cost-effective service structure.

Transformation: Phase 3

With our demonstrated design and delivery capabilities, and our continued positive partnership, the client selected Concentrix again to be its transformation partner across key areas of its data and technology strategy. We delivered on a comprehensive proposition covering:

• Operating models
• Program management
• Analytics
• Technology project management
• Technology implementation support
• Right-shoring
• Process re-engineering
• Customer journeys