The Insurance company recognised the need to modernise to meet evolving customer needs and market realities. As part of a major transformation, they asked Q5 to design a new Operating Model to digitise customer service, outsource 50% of the workforce, and deliver significant cost efficiencies.
Working with CEO, HRD, and ExCo, Q5 defined ahigh-level operating model with two business lines, split by new and legacy customers. Helped the Customer Savings and Investments unit develop a detailed model with structures, costs, and implementation plans, while advising on which capabilities to retain or outsource.
