Entered company with a major problem that involved poor communication and procedures between India- and US-based operations. Working with business units that outsourced operations internationally due to expense savings caused problems with two organizations trying to run batch in two different regions of the world. Business units were experiencing delayed problem management that led to client disruptions.
Brought the heads of all units (operations and business lines) together to develop a service-level agreement (SLA) that all groups ratified to be the measuring stick for world-class service. The SLA documented ownership of each procedure and detailed actions required by each operations group.
As a result of these actions, all business units are on the same page and running smoothly, and problem management resolution times have dropped by 80%.
