By partnering with Patni, a global HR administration leader and one of the largest benefits administrator helped to maximize its cost efficiencies and improve its service quality.
The Client
The client is a leading
Global HR Consulting and
Services Organization
providing HR consulting,
administration, and
related financial
products and services
with operations across
41 countries worldwide.
The Challenge
Operating in a business that demands consistent improvements in efficiency and quality, the client wanted to meet its growth objectives by leveraging offshore locations.
Due to lack of off-shoring experience on the operations side of the business, but with a high degree of control needed over operations, the client required assistance to:
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Reduce high operational costs for HR administration processes in the
'Defined Contribution', 'Defined Benefits' and '‘Health and Welfare' space |
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Identify processes that could be administered from an offshore location,
including complex domain-specific processes pertaining to Trust
Accounting and Actuarial valuations |
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Re-engineer service delivery from customer-centric to process-centric
model |
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Identify performance metrics and document the process |
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Outline a process map that addressed perceived issues pertaining to
delivery capabilities, service quality, cultural compatibility, reporting and
communication. |
The Solution
The client chose Patni as a strategic partner due to its domain expertise in HR administration
and experience in handling allied processes. Patni partnered with the client to design a
solution that addressed the client’s unique requirements while giving it a transparent view
and higher degree of control over the outsourced processes. Patni:
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Conducted offshoring workshops across the lines of business and across geographies |
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Identified potential processes for offshoring and defined the right phasing strategy for
these processes |
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Designed and implemented a robust execution plan for carrying out transition across
multiple geographies. A centralized Program Management Office (PMO) constituted a
team of project manager and transition specialists with experience in benefits
administration to monitor the transition |
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Defined the transition strategy that involved handling parallel transitions across
geographies by adopting the 'Lift-Shift-Transform' approach. |
The solution provided by Patni encompassed the multiple processes of
Employee Benefit Administration including:
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Defined Contribution (Termination Distribution, Loans, DC
Administration, Returned Mail, Forms Design) |
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Defined Benefits (Data Management, Database Administration, Database
Reconciliation, Services Installation, Imaging and Indexing) |
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Trust Accounting |
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Actuarial Support Services |
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Health and Welfare (Files Processing, Life Event Management, Cobra
Administration, HIPPA Administration, Survivor Services, FSA’s and Cafeteria plan administration) |
The Benefits
By partnering with Patni, the client has maximized its cost efficiencies
and improved its service quality by leveraging offshore resources. Other
significant benefits include:
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Ability to scale and add capacity in a faster manner with respect to
skilled resources than what was possible before |
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Improved operational efficiency due to addition of capacity at a
lower cost |
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Process Standardization due to transformation of processes from
client centric delivery model to a process specific delivery model. |
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