Design operating models for administrations that enhance efficiency, compliance, and member satisfaction.

What is an Operating Model? It is a conceptual framework for the interaction of capabilities across people, processes and technology – and critical to coordinating complex activity. Our Pension Administration Operating Model Design service helps organizations create holistic operating models that support current needs and future aspirations. Operating Model Design allows clients to:​ determine whether an organization is optimally configured to execute its strategy;​ design each function to operate in the most effective construct; make fulfillment decisions (e.g., outsourcing); and, ​explore the impacts of potential change​. We begin with a comprehensive assessment of the current operating structures, identifying inefficiencies and areas for improvement.  We then design pension operating models for efficiency, effectiveness, agility, and scalability, incorporating process optimization, organizational structure design, technology enablement, and performance measurement. This holistic approach ensures that pension operating models support strategic goals and become intuitive to implement in the organization.

Identify, assess, and mitigate operational risks to ensure pension administration continuity and resilience.

Our Operational Risk Management service helps pension funds and administrators manage the risks associated with their day-to-day operations. We conduct comprehensive risk assessments to identify potential operational threats and vulnerabilities. By developing and implementing risk mitigation strategies, we ensure that organizations can maintain business continuity and resilience. Our approach includes control evaluations, incident management, and continuous monitoring to ensure that operational risks are managed effectively. This proactive approach to operational risk management helps organizations minimize disruptions, protect their value, and achieve long-term success.

Identify and implement changes to streamline organizations’ processes, reduce costs, and improve service quality for stakeholders.

Our Business Process Improvement service focuses on enhancing the efficiency and effectiveness of pension administration operations. We immerse ourselves with employee, conducting in-depth process assessments by observing, understanding, documenting and testing the organization’s processes and user experiences to identify bottlenecks, inefficiencies, and areas for improvement. Using our in-depth operational knowledge and experiences, complemented by leading practices and Lean methodologies, we support users in redesigning workflows to streamline operations, reduce costs, sustain compliance and improve service quality. When service level agreements are met, resources are performing meaningful tasks, and operations are compliant, it improves both the member and employee experience. Organizations investing in business process improvement can achieve greater operational efficiency and deliver superior service to their members.

Review and refine employer data validation processes to ensure accuracy, compliance, and efficiency.

Employers are a uniquely important relationship for pension plans; they are both a customer of the plan and a critical supplier of information the plan needs to operate. Our Employer Data Validation Review and Refinement service supports pension funds and administrators in maintaining accurate and compliant employer data as well as promoting an efficient employer experience. We engage both an organization and its employers to understand the existing complexities, conduct detailed data audits and review validation frameworks to identify discrepancies and areas of opportunity. By refining data validation processes and implementing realistic and effective data management practices, we help organizations enhance data accuracy, ensure regulatory compliance, and improve overall operational efficiency as well as build a strong partnership with employers.

Align workforce with strategy, improve productivity, and enhance employee engagement.

The pension industry is facing unprecedented talent risk, as demographic and operational change requires better, faster institutionalization of knowledge and more, different adaptability from our teams. Building an accurate view of capacity and capability – and the ability to monitor and manage these dimensions on an ongoing basis – is critical to deploying resources effectively and ensuring a sustainable employee experience. Our Workforce Optimization service helps align your workforce with your strategy. We use skills assessments, workforce planning, organizational design reviews, targeted development and training, and succession planning to find ways that organizations can enhance productivity, improve employee engagement, and ensure that the organization has the right talent in place to achieve its goals. We aim to promote the sustainability of an organization’s greatest resource – talent.

Assess operational backlogs to identify root causes and implement solutions to improve service delivery.

Backlogs happen in pension operations, for reasons ranging from people capacity to plan change. Our Operational Backlog Assessment service helps organizations address and eliminate operational backlogs that hinder daily efficiency and service delivery – and may impact transformation project momentum and success. We conduct people, process, technology and data assessments to identify and understand the root causes of backlogs and develop targeted solutions to address them. Our approach includes process optimization, resource allocation, and performance monitoring to ensure that backlogs are cleared, and mitigation strategies are sustainable. By addressing operational backlogs, we help the organization improve efficiency, enhance service delivery, and maintain high standards of both member and employee experience.

Leverage data analytics to drive decisions and improve performance.

Our Business Analytics and Insights service empowers pension funds, institutional investors and administrators to make data-driven decisions that enhance operational performance. We provide comprehensive data analysis, reporting, and dashboard development to deliver actionable insights. By leveraging advanced analytics, we help organizations identify trends, monitor performance, and make informed decisions that drive strategic goals. Our approach supports organizations to access and use the data it already has to understand its landscape, continuously improve, and stay competitive and relevant in their chosen areas of focus. Using internal data takes strategy and perspective; we provide perspective and practical support to an organization in understanding what their data can do.