Transforming Journeys:
Our Innovation Showcase
Welcome to our Innovation Showcase, where we celebrate the meaningful improvements our departments deliver every day. While these innovations may not have formal awards or recognition, they represent all the departments' commitment to enhance their journeysEach initiative featured here has made a tangible difference in how our customers interact with us, demonstrating that true innovation isn't just about revolutionary breakthroughs; it's about the thoughtful enhancements that make our customers happier and operations more efficient. Explore this collection to discover how we're constantly evolving to better serve those who matter most
Bookkeeping
The team has been developing new touchpoints to streamline their workflow for CH filing with improved tracker files for completed, missing, or pending accounts. Furthermore, they have established new protocols for these procedures and additional protocols for proper usage and maintenance of Sage Accounting software with the relevant User Management protocol.
AP/Banking
The new Dashboard includes notifications for monthly payments while also integrating the Payment Schedule with Google Sheets to streamline updates, reduce manual work and ensure compliance. Additionally, the Bank Tariff List is included in their Tableau Report covering every type of bank charges.
CEX
CEX consistently delivers research for multiple departments and various scopes. The Generic Research Hub fulfils many research requests including industry-related topics, employee engagement, modern workplace trends, and new business opportunities. Research is also expanding for existing customers through customer service experience by discovering new CS software solutions for frontline agents.
Customer Journeys
You may have noticed that the Executive exercise to create your department's workflow has reached this table. Although this activity began just before Christmas, the Board and the Executives had the idea to end up with a unique template to illustrate these workflows, so we successfully created and delivered to the Board thanks to your valuable input.
Why Workflows matter to the Business
1. Efficient knowledge sharing and handover: Workflows are self-explanatory: People read the flow and understand procedures and day-to-day ops faster
2. Clarity of people involvement: As restructuring may causes uncertainty about roles and responsibilities, well documented workflows are life saviours. They clearly communicate: who is responsible for each activity, where handnoffs occur between teams
3. Operational efficiency: Identify duplicate efforts across departments, identify bottlenecks faster or non-value-adding activities, identify opportunities for innovation or technology improvements or even simplification
4. Maintaining business continuity by ensuring seamless interactions with your requesters (customers or end users) of your deliverables
5. Managing more effectively delivery and expectations with your requesters (customers or end users)
6. Preserving compliance by monitoring quality during transition (audits become easier) and enhancing compliance checkpoints at critical milestones of your workflows
ONB & Pensions
The Pension team has ensured more accurate and timely pension reports through bank transfers via improved Reports for Uploads while developing the relevant protocol to ensure the involved parties' commitment. In addition, the latest Direct Debit Structure ensures a streamlined process for DD set up and payment experience.
Invoicing
The team has successfully reconciled the complex payroll processing framework for the acquisitions model, handling an increasing number of clients with different processing systems compared to PEO model. They have managed to consolidate every complicated item into a single summary invoice on a monthly basis. They have also created a new 'Pay Day' report for all clients in collaboration with BI.
RM/HR
HR has been evolved into a more dynamic human-centric structure: the Relationship Management team, aiming to improve the overall employee experience focusing on 3 vital areas: Workplace development through office innovations, Employee Wellbeing and Innovations, and HR Process Improvements. In the first month of 2025, the team rolled out the Employee Insight Form, a survey to get to better understand peoples' preferences and personalities in order develop strong relationships, while also creating an interactive 3D mini employee personas to make it more visual. Moreover, HR team has introduced a new flexible WFH policy by offering four days per month on any day.
There is more to come in next few months, with the team ready to introduce more employee engagement initiatives when the budget unfreezes.