Process Improvement
Quality of Controls Initiative
Janice led the initiative and authored the report that demonstrated the quality of internal controls to an outsourcer’s clients and prospects. A single report to satisfy multiple clients’ audit requirements saved time and improved quality for existing clients, while providing a valuable tool for marketing services to prospective clients. As part of this process, Janice harmonized complex internal processes and procedures to the advantage of national and global stakeholders in two different locations and across multiple departments, finance, technology and human resources within the global consulting firm.
Improvement of Service Delivery
Janice led a team to develop a client service delivery model to expand top tier client servicing, while enabling the administrators to work more effectively. The team defined requirements to implement the workflow and customer management tool to support the new model, and assisted the development group with the successful launch of the tool.
In support of this effort, Janice also collaborated with data management and communications teams within the firm to introduce best practices for delivering essential administrative services, on-time and in-line with client expectations, ultimately improving their relationships with top tier clients.
