Life & Pensions

Life & Pension Administration

The introduction of new regulations providing greater freedom and flexibility to customers to plan their own pensions are placing unprecedented demands on pension providers.

eg software and services are helping contain the cost of pension administration while improving customer experience and compliance.

Many customers have been able to break down the walls between teams working on individual ‘books’ releasing greater capacity within existing resources to meet the increase in demand.

Life & Pensions

Business functions supported include:

  • Pension encashment and withdrawal
  • Claims assessment and processing
  • Customer complaints management
  • New policy underwriting
  • Policy administration and servicing
  • Policy maturity and closure administration
  • Anti-money laundering
  • Fraud identification and investigation
  • Personal and employee pension administration

Featured Case Study: Capita Life & Pensions

Overview

Capita Life and Pensions Service use eg operational intelligence suite to provide back office optimisation for client’s back office operation.

eg solutions were the selected software partner to support Capita Life and Pensions Service in managing a client’s back office initiative around the mapping and changes to back office work flow.

Solution

All customer journeys are measured within a defined end-to-end service level, information can be drilled down to minute detail and valuable insight is now accessible throughout the organisation.

Reports are also formally discussed on a daily basis in order to provide consistent level of service across all customer journeys.

Results

  • Successfully mapped the customer journey and planned resources in the back office to cut processing time by 29%
  • Reduced chaser & repeat calls to achieve a 50% efficiency saving
  • The supply and demand management team have successfully adapted front office disciplines into the back office.
50%

Efficiency Saving

eg’s Life & Pension customers have achieved benefits including:

  • Improved work throughput
  • Between 20% – 40% productivity improvements – guaranteed
  • Increased employee effectiveness and efficiency
  • Reduced operating cost
  • Improved quality, reduced error and rework
  • Fact-based workforce modelling and capacity planning
  • Individual and team monitoring, ability to evidence compliance
  • Reduced backlogs
  • Visibility over the end-to-end customer journey
  • Real-time, historic and predictive management information

Learn More

Pension Power – green light for savers to grab their pension pot

Pension Power – green light for savers to grab their pension pot

Are you ready for the influx of pension pot enquiries? Manage 20%-40% more work with existing resources…

What would back office workforce optimisation ever do for me?

What would back office workforce optimisation ever do for me?

The benefits of workforce optimisation for the back office stretches across many roles and departments. Explore our infographic to view examples for each role and department.

How does the eg software work?

Learn how the eg operational intelligence software suite works?

Explore the infographic to appreciate the operational benefits…

Browse Industries

1

Life & Pensions

Underwriting | Policy Admin | Encashment and Withdrawal | Fraud/AML | Risk & Compliance | KYC

2

Insurance

Claims Management | Loss Adjusting | Underwriting | Policy Servicing | Complaints | Fraud/AML | Risk & Compliance | KYC

3

Mortgages & Savings

Applications | Savings Admin | Fraud/AML | Debt Management | Complaints | Redemptions | Risk & Compliance | KYC

4

Retail Banking

Onboarding | Account Admin | Credit Cards | Fraud/AML | Complaints | Redemptions | Debt Management | Loan Admin | Risk & Compliance | KYC

5

Investment Banking

Portfolio Management | Trading Reconciliation | Settlements | Fraud/AML | Complaints | Risk & Compliance | KYC

6

Healthcare

New Business | Claims | Premium Management | Health Risk Management | Risk & Compliance | KYC

7

Central & Local Government

Revenues & Benefits | Housing | Planning | Debt Management | Risk & Compliance | KYC

8

BPO

FTE Performance Management | Risk & Compliance | Contract Adherence | SLA Performance | Real-time MI | Process Monitoring & Improvement | Risk & Compliance | KYC

9

Retail

Account Admin | Complaints | Credit Cards | Risk & Compliance | KYC

10

Utilities

Onboarding | Account Admin | Account Switching | Billing | Debt & Risk Management | Compaints | Risk & Compliance | KYC

11

Telecoms

Account Openings | Account Management | Network Administration | Fault Handling Resolution | Complaints | Social Media Monitoring | Risk & Compliance | KYC

12

Travel

Complaints | Reservations & Bookings | Risk & Compliance | KYC

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