Be inspired to transform your service operations team and deliver more. A jam-packed day with panels, a product showcase, fire-side chats, and stories from inspiring speakers. www.actieops.com

In service operations, one thing is certain – workloads fluctuate. As an operations leader, it’s your job to make the unpredictable…predictable.

In this edition of AO on Air, our host Michael Cupps is joined by Elliott Tiernan, Product Director at ActiveOps to discuss the challenges operations leaders face when planning and managing service levels, and how over-servicing can be as costly as not hitting SLAs. Elliott also gives us an overview of Service Indicators, a new feature of ControliQ from ActiveOps, gearing up operations leaders across the globe to deliver service on target, with optimal cost.

As a former operations leader himself, Elliott knows of the many struggles that leaders experience when it comes to SLAs and predicting and planning the optimal level of resources to meet targets. That’s why he worked closely with ActiveOps customers to better understand their day-to-day challenges and find the right solution, embedding that capability into ControliQ. ActiveOps is excited to add Service Indicators to Planning, providing leaders with powerful forecasting, allowing them to not only plan for the work that’s coming in but also to comfortably predict the service levels of weeks to come. Delivering consistency across service levels, predicting outcomes, and avoiding employee stress due to fluctuations in work.

Want to know more about Service Indicators and ControliQ? If you're interested in learning more, visit https://activeops.com

Meet our guest Elliott Tiernan, Product Director at ActiveOps

Elliott Tiernan works with our client base to ensure they get the best from our products and the ActiveOps methodology. Starting his career as a Mechanical Engineer, Elliott transitioned to financial services as a Process Improvement specialist in 2003. After working in the London Insurance Market for 10 years, Elliott initially joined ActiveOps as a Delivery Director and now works within our product function as Product Director.

As with many of our employees, Elliott was a client of ActiveOps and enjoyed a close working relationship with the organisation during his career.

Over 50 million people at US companies quit their job in 2022, known as the ‘Great Resignation’ or ‘Great Reshuffling’, causing high strain and risk for Ops teams in banking, insurance and healthcare. So, what can Ops managers do now as this trend is predicted to continue during 2023.

In this episode of AO on Air, our host Michael Cupps is joined by Mark Alpern, President & Co-Founder at Cinareo and Santosh Joy, EVP Head of Operations at ActiveOps, to explore all the factors driving employees to seek employment elsewhere. And what you can do to reduce attrition in the front and back office to save costs.

Watch to learn how to use data to identify early signs of disengagement, proactively prepare for attrition, and create a working environment where Ops teams want to stay... instead of leave.

Learn more on how to retain your team & make them feel special in our blog: https://activeops.com/blog/blog-post-help-your-high-performers-feel-the-love

Meet our guests

Mark Alpern, President & Co-Founder at Cinareo

Mark has been a management consultant & contact center executive for 20 years, helping front and back-office teams lead transformation projects and solve challenges like high staff attrition.

If you would like to get in touch with Mark, please connect on LinkedIn or call (647) 283-7373.

Santosh Joy, EVP Head of Operations at ActiveOps

Santosh joined ActiveOps over 14 years ago, leading the delivery and customer success teams within North America.

If you would like to get in touch with Santosh, please connect on LinkedIn or email [email protected].

How well are your operations being run? No two businesses operate in exactly the same way – with different customers, channels, technology and compliance rules across different sectors and regions. So, how can you measure your performance fairly and find benchmarking data you can trust?

In this episode of AO on Air, watch Michael Cupps, Stuart Pugh and Bhavesh Vaghela from ActiveOps delve into the new Performance Tracker for Operations – to reveal how operations teams have performed before, during and post pandemic, plus hear all the important trends to help COOs and their teams to plan for the year ahead.

Key highlights include:

• Global and regional intelligence on how operations are being run in Financial Services
• The five metrics every COO should know – agility, control, effectiveness, efficiency and focus
• How to benchmark your own performance and fine-tune your team to drive the best productivity possible

Get your copy of the Performance Tracker for Operations via the link here – www.activeops.com/Opstracker.

Meet our hosts/guests

Michael Cupps, Stuart Pugh and Bhavesh Vaghela are all senior leaders at ActiveOps. ActiveOps is a global SaaS software and services provider helping banks, insurance companies and healthcare providers do more with their operations.

Visit www.activeops.com for more info.

For every Operations leader, trying to understand how work gets done, how long it takes and how many people you need to do that work, are some of the trickiest questions you may ever need to answer.

In this episode of AO on Air, we welcome Elle Bianco, an Operations specialist from CoreLogic.

Elle talks about the difference ActiveOps has made on the way CoreLogic and its team use data to build operational agility - by managing day-to-day activities, planning, forecasting, looking after employee wellbeing and helping to make clear decisions on the people needed to deliver great service to customers.

Elle also shares 3 top tips for new Ops Managers and lessons learned when preparing for a crisis.

Want more insight? Get in touch at activeops.com.

Meet our guest

Elle Bianco, Senior Leader Client Operations at CoreLogic

CoreLogic is the leading property data, information, analytics and services provider in Australia and New Zealand – and has been an ActiveOps customer since 2014.

As a Senior Operations Professional, Elle Bianco has over 20 years of experience in onshore and offshore operations across telecommunications, financial services and property market industry sectors. Elle specialises in automation, service delivery, staff leadership and development, strategic execution, and driving and enhancing the employee and customer experience to deliver business growth.

If you would like to get in touch with Elle, please reach out via LinkedIn.

Digital Transformation Associate Professor Dr. Mona Ashok joins AO on Air to delve into the emerging role of AI in Ops management, how it is used today and its future developments.

Tune in to this episode for a crash course on the application of AI and Machine Learning – from professional sports to public sector and financial services – including use cases from the front, middle and back office.

Dr. Ashok also shares ethical considerations when working with machines and their importance when implementing AI into your own organisation.

Want to understand how AI can support your ops team? Get in touch at activeops.com.

Meet our guest:

Dr. Mona Ashok, Associate Professor of Digital Transformation, Henley Business School at the University of Reading

Mona has extensive industry experience, having worked for global IT and BPO organizations, an Accounting firm, and a Business School, covering a wide spectrum of customers. Her professional and academic projects cover topics such as process improvement, programme management, research methodology, accounting, financial, functional, managerial and consulting. Mona has lived and worked in India, UK and the USA. She holds Certified Software Quality Assurance (2002), is a certified Six Sigma Black Belt (2002), and is trained in Change Acceleration Process (CAP) methods. Mona Ashok is a member of the Institute of Chartered Accountants of India.

Mona is part of a team working on the Knowledge Transfer partnership between ActiveOps, Henley Business School and Innovate UK – which is supporting our innovation and leveraging AI/ML into the ActiveOps product suite.

Reach out to Dr. Ashok via LinkedIn or email here - [email protected].

Operations teams around the globe are navigating the complexities of recession planning. But where do you start?
In this episode of AO on Air, we welcome Operations Management specialist, Professor Danny Samson to explore 5 key areas Ops team should focus on to get ready for tricky times ahead.
Watch Professor Samson share best practice examples from Bank of America and Toyota to show you how to survive and thrive into the future.

Want more insights? Download a copy of the new whitepaper, Are you recession ready? How to do more with less for expert tips and practical advice. [Add link]

Meet our hosts

Professor Danny Samson
Professor Samson has been at the forefront of Melbourne Business School and has consulted for NAB at Group CEO level for a decade on business strategy.

Michael Cupps, EVP Growth, North America at ActiveOps
Michael has over 30 years of experience in leading change in sales and marketing operations. His career has spanned the technology sector in BPM, RPA, content management, portals, cybersecurity and community management.
For more information about ActiveOps visit activeops.com.

On this episode of AO on Air, we welcome Darren Taylor to discuss the opportunities and challenges that large US Healthcare payers are dealing with during turbulent labor conditions.
Watch Darren chat about the need for transparency and empathy when dealing with employee engagement, and cover key topics such as:

-How to integrate a siloed organisation
-Using communication strategies to nurture company culture and live your values
-Planning and balancing spikes in demand during peak times
-Keeping your rockstar employees and developing your workforce
-And the importance of taking a data-driven approach to manage relationships and make the right decisions.

Want more insights? Download a copy of our new whitepaper, Are you recession ready? How to do more with less, for expert tips and practical advice.

Meet our hosts

Darren Taylor
Darren has over 30 years of experience in Healthcare and worked with leading organisations like Blue Cross Blue Shield and GEHA. He has also run ventures for health payers with analytics solutions. Connect with Darren on LinkedIn.

Michael Cupps, EVP Growth, North America at ActiveOps
Michael has over 30 years of experience of leading change in sales and marketing operations. His career has spanned the technology sector in BPM, RPA, content management, portals, cybersecurity and community management. Connect with Michael on LinkedIn.

For more information about ActiveOps, visit our website or follow our social channels on LinkedIn, Twitter and YouTube.

In this special edition of AOTv, Spencer O' Leary discusses the growing trend of Front and Back offices finding collaboration opportunities to help lift performance and wellbeing across both operations.

Be sure to catch, Spencer next week at the CRMXchange and SWPP virtual panel discussing this topic.


https://ActiveOps.com

ActiveOps recently conducted a global survey to learn from operations experts how to prepare for turbulent economic times. In this episode of AO on Air, we interview Vincent Brennan. Vincent shares his key topics to focus your planning and operations on track regardless of the economic conditions. Great advice from a key banking expert.