Main Back Office Executive Responsibilities are processing projects, managing databases, performing market research, analyzing consumer trends, and handling accounting and finance tasks. Ready to improve the performance of your business through back-office outsourcing? 2.8X greater annual increase in customer satisfaction, 5.4X annual increase in the number of quality SLAs met. Being on campus has the benefit of enabling students to network and experience a certain level of camaraderie, while providing … The back office is an essential part of any firm and the job title is often classified under 'Operations'. It’s basically the process of taking data stored in a certain medium and inserting these into a computer system through a data entry interface. In fact, according to Aberdeen Group report, The Business Value of a Next-Generation Back Office, the #2 cause of customer dissatisfaction is errors and delays in the back office. Let’s explore this by comparing the traditional back office to a modernized back office. Some are even referring to the back-office employees that handle these as “exceptionists.”. For example, compliance may be divided into middle and back office teams that perform complimentary roles.The term middle office is heavily associated with banking and investment banking but is … Back-office functions … Employees would walk up to the clothesline and take new work as they completed the previous piece. Roles in the back office can run the gamut from entry-level data entry clerks to specialized knowledge workers who research, analyze data, and make judgement calls on service requests such as a property damage claim. Can you imagine not having a digital/automated means of tracking work? Modernize Your Back Office, Aberdeen Report: Essentials to a Modern Back Office, Information technology (IT) / Data Management, IT provide the tools and data employees need to perform their jobs. The front office tries to generate new deals so that the business increases whereas the back office focuses on the manufacturing of goods and services. Finance and accounting: accounts receivables. The following are common examples of back office functions. Team The same functions may exist at different levels in middle and back office. Efficient management of back-office operations allows the company to focus on its core competencies and servicing their customers. For example, handling the exceptions mentioned above requires a greater knowledge of the processes and variables that can impact a service or product offering. Simply put, it just means copy-pasting data from the source to the destination system. Though back-office functions were historically viewed as cost centers, businesses now have the opportunity to use their most powerful asset—data—to decrease costs, make more informed decisions, and have greater control. And recent research from Aberdeen Group proves that companies who improve or modernize their back-office operations dramatically outperform their more traditional peers. And many organizations are still at the early stages of transformation. This can result in having one employee managing multiple functions or others taking on work in addition to their current ones when business becomes busier.Problems arise when unqualified employees take on multi-tasking back office … These solutions are limiting because they: Aberdeen Group found that one of the top two challenges of both traditional and modern back offices is inconsistent management processes (the other being outdated technology – see section above). What different functions are available in the back office? It’s basically the process of taking data stored in a certain medium and inserting these into a computer system through a data entry interface. These roles include, but are not limited to: Unfortunately, it is common in traditional back offices for the highly skilled employees to also perform the more simple administrative tasks. Humans and RPA Robots Working Side-by-Side: Are You Ready? Back office is any department or team in a firm that doesn't directly interact with the customer. RPA can also be used to capture data from these systems without actually integrating with them, though many consider this a temporary band aid until organizations can update their core legacy systems. All rights reserved. +1 (631) 962-9600 Makati City, Metro Manila, Philippines Retaining customers is a lot less expensive than acquiring new customers. Read the eBook, Humans and RPA Robots Working Side-by-Side: Are You Ready? For example, efficient processes and quick access to needed data can help: And efficient management of back-office, customer support operations can help companies keep their promises to customers for accurate and timely delivery of goods and services. Administrative functions keep the lights on and typically include: Customer support functions can include, but are not limited to: And there are many industry specific back-office functions: These functions often execute complex, multi-step, multi-touch processes (more than one employee or functional group contribute to the completion of the process). However, as more and more simple tasks are automated (such as cutting and pasting from one system to another, extracting data from multiple systems to pre-populate forms, sending form response letters), what remains is even more complex work items and exception handling. Traditionally, back office was the paper pusher of the organization, with hundreds of forms and documents that needed recording, classification, analysis, processing, and filing. Now, startups and medium-sized companies are jumping the bandwagon after realizing the importance of outsourcing payroll and accounting activities. Follow a common operational methodology that standardizes many of the common management processes, such as scheduling, work allocation and tracking, performance management, etc. A blog on mergersandinquisitions.com points out that while the front office generates revenue, the middle office supports functions related to revenue generation (e.g., risk management) and the back office (e.g., IT and HR) must exist regardless of revenue generation. In today’s highly competitive market, great customer experience is a competitive differentiator. Modern back offices outperform their peers on a number of key performance metrics: Learn more about the benefits of a modern back office by: Listening to the on-demand webinar: Want to Reduce Operations Costs While Increasing CSAT? You’ll not only get all the perks of having an awesome marketing staff, but you can stick within your budget as well. Back offices are also embracing solutions that automate not just the work performed by employees, but management processes too. Back-office functions are so broad that operations staff typically specialise in only one of these areas. At its centre is the core function of clearing and settling trades. The back office is all the resources of the company that are devoted to actually producing a product or service and all the other labor that isn't seen by customers, such as administration or logistics. The back office is comprised of the areas that don’t directly generate revenue for the business, but provide vital support and administration. While digital technologies are helping streamline operations, they have created their own challenges. In this environment it is difficult to know if you are delivering your services accurately, on time, and as cost efficiently as possible. Outsourcing back-office functions are helping more and more companies get big returns. Businesses can outsource the entire HR area or just part of the HR function. Several back-office software providers offer cloud-based services that simplify and streamline back-office management functions, particularly for companies with multiple locations. Here are the 5 most outsourced back-office functions: Data entry is a very wide discipline. Let us know how we can help your business at this time. 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Contact us now to talk to one of our experts! Are able to move multi-skilled resources between teams to address peaks and valleys in work volumes. The Back Office jobs constitute a very integral part of the overall organizational activity for the constructive development of the organization. Typical back office team structure The first step in setting up back-office outsourcing is to appoint a Personal Assistant or Virtual Assistant to each of your executive team members. Modern back offices will continue to explore AI-enabled solutions as they become available. Other Jobs. The front office is also seen as the revenue-generating part of the business, whereas the back office is a cost center. The Peeriosity Corporate Back-Office Structure and Design Benchmarking identified some insights that were both confirming best practices as well as giving pause for thought. Case Quality Score: In the back office, maintaining customer satisfaction is a major objective. With the advancement of new technologies, the back office service providers also offer … However, layering on solutions that can integrate through APIs is a workaround. To give you an example, not too many years ago one of our executives visited the back office of a large national bank located in a major city. The back office in an investment bank might encompass departments like I.T., operations, HR, accounting and compliance. These solutions were created for different work types, functional groups, and/or gained through a merger or acquisition. These functions are important to the success of an organization, but they tend to receive less public recognition. The back-office projects involve the activities of accounts, sales records, management projects, security solutions, HR fnctions and other support solutions. Software companies commonly sell back office software for hotels that will help provide annual accounting reports or organize long-term financial details. This houses customer-related data such as name, address, company, products owned and potentially activity history depending on the sophistication of the solution and integration with other data systems. And when different managers create their own tools, there’s no way to roll these up into comprehensive reporting for the entire organization. Prioritize the Back Office—and Reap the Benefits The decision to outsource your marketing team is a key step if you want to lighten the load of your company and focus on more of its important aspects. And a new skill set may be required for managers in organizations that embrace robotic process automation. They’ll need to be able to “manage” their digital workforce (aka the robots) in addition to their human workforce. Your email address will not be published. Read this healthcare insurer’s case study. Through outsourcing, companies save costs by insulating themselves from what could be costly payroll tax or calculation errors and ensuring employees are paid properly and on time. From time-to-time Verint (and its subsidiaries) would like to share information relating to future events, surveys about Verint, webinars, industry best practice and thought leadership with you. Back Office Executives do not interact directly with clients but work behind the scenes to ensure the smooth running of the company. The work was manual, tedious, time-consuming, and error prone. Back office activities support the work of front-end employees, and are used to plan for, monitor and improve ongoing business operations. For the remainder of this article, we will focus on the back-office functions that directly support and impact the customer experience. The front office helps in developing the strategy to capture new deals whereas the back office helps in ensuring compliance management. What is a Modern Back Office: they type of work, roles, systems management styles and challenges? Save my name, email, and website in this browser for the next time I comment. Back-office operations are considered to be the backbone of an enterprise and hence are no less important than the essential functions. Booth and Partners Back office functions give companies the option to operate and partition resources to achieve optimum productivity for the whole company. The back office is contained the zones that don’t straightforwardly produce income for the business, yet offer crucial help and organization. 2. 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As one of the world’s leading management consulting firms stated: In a recent knowledge brief from Aberdeen, they found that a key difference between traditional and modern back offices is their focus. US: +1 484 334 2227 “The back office is the section of a firm responsible for functions related to the running of the company such as settlements, compliance, accounting, IT & other technology. All teams were required to focus on reducing standard hours of work and improving the quality and turnaround of work. PH: +63 2 8 529-4491 On the higher end of the skills scale, as mentioned previously, different industries have specialist roles that require advanced knowledge, creative and critical thinking, and judgement calls. Of course, the outsourcing partner plays an important part in this success by providing integrated, turnkey administrative solutions that are simple yet highly efficient. Staffing every back office function with a full-time employee might not be the best approach as you may not have enough work for them in slow periods. One of the most important functions of a hotel back office is a setup to deal with long-term financial information. SG: +65 3138 4791, Company The employee will need to use critical thinking to understand the variables and make an informed decision about the piece of work. Read the Capita case study to learn how a complex Life and Pension processing group was able to consolidate 2,663 customer workflow processes to 250 end-to-end processes and reduce average end-to-end processing times from 35 days to just 3 days. Organizations are just now starting to realize that to get the true value of their front-office investments, they need to expand their digital transformation efforts to the back office. In the back office you'll find the information on the visitors that have visited your contents depending on the SMART, PIONEER or GLOBAL package: the general visitor database The bank: The biggest hurdle back-offices have to overcome is the perception that they are simply a cost center and not a potential competitive advantage. The digital classroom. Furthermore, you’ll feel more secure with the marketing strategies developed and exerted because they are in expert hands. The complicated part takes place when data has to be researched, identified or need interpretation or the application of business rules before these are entered into a system. Back then, it was believed that only established companies with a larger workforce can reap benefits by outsourcing their payroll activities. The back office jobs include the activities of account details maintenance, administrative tasks, security services, works of human resources department and all other support services. At investment banks, the back office will also be in charge of completing the administrative tasks associated with trades such as settlements, regulatory compliance and position clearing. The bank wanted all employees within the center to work as one in order to achieve consistency and improve end-to-end performance. In addition, the lines between front office and back office are starting to blur as consumers expect real-time updates on the status of their orders, and technology allows for quicker and multiple ways to access people and information. KOSOVO - XK Typical functions include settlement of securities and derivatives including FX and commodities, reconciliations, issuance of new securities through Initial Public Offerings (IPOs), and processing of asset servicing. If you are happy for us to contact you please let us know how you would like us to contact you by confirming below: Verint Systems Inc. Other advantages include access to inexpensive storage, cutting-edge security, and disaster-recovery services. Back office departments are historically far less efficient than customer-facing organizations or contact center operations. We’ll illustrate how managing the many types of work, people and processes can be very challenging for traditional back-office operations and how modern back offices are overcoming these challenges. What Functions Reside in Back-Office Operations? This creates opportunities to upskill these employees to perform more complex, creative tasks that are more fulfilling. Apply for a Job, Staff Leasing Teams focus on just their part of the process, vs. ensuring the end deliverable to the customer meets or exceeds expectations. Healthcare Back-office Support Services We Offer . Back Office Executives have support responsibilities and handle functions that help the front office work well. 15th floor, Citibank Center Building Where previously back-office employees rarely interacted with the customer, back office employees seeing an increase in activities that involve contacting or responding to customers directly. This is because back offices are made up of multiple functions and teams which tend to operate in silos. Learn more, Read how National Health Services (NHS) modeled future demands to identify 29% in hidden capacity. Our back-office professionals have deep knowledge in a board range of healthcare back-office functions to ensure that your practice's financial health is taken care. Read this healthcare insurer’s case study, Read the eBook: 2018 Survey Results:  The State of the Back Office, Want to Reduce Operations Costs While Increasing CSAT? The back office is an essential part of any firm, and the job title is often classed under ‘Operations’.” For employees, as we mention above, the work is more complex and requires a different skill set:  research and analysis and critical and creative thinking. Simply put, it just means copy-pasting data from the source to the destination system. What is the Importance of the Back Office? To support this collaboration, they typically: A non-profit healthcare insurer used Operations Visualizer to create a standardized framework for managing employee productivity, resulting in a 16% improvement in employee productivity, or almost 800 hours per week. Read the eBook: 2018 Survey Results:  The State of the Back Office to learn more. This makes it difficult to roll up reporting, share resources, and get a true picture of the end-to-end process. Compliance/risk management identify and correct non-compliant behavior before penalties are incurred. 15.3X average year-over-year decrease in operational costs, vs. a -1.5% for traditional back offices. Managers in modern back offices have a more collaborative approach to managing the business because they are focused on the end-to-end customer journey, not just their step in the process. Download the Aberdeen Group Report: Essentials to Modernize Your Back Office. The Back Office jobs comprise a very important part of the overall business activitites for the beneficial development of the company. An online business couldn't function without support from the information technology department. Unfortunately, as we mentioned there are a lot of complex processes and a wide variety of activities performed in the back office – many of which are still manual. The back office can work on extended time. Virtually all jobs that don’t require one to be present for client relations and other externally facing tasks can be outsourced. The back office is an off limits area and that EVERYONE in the back office truly needs to be in the front office, however this isn’t really consistently the situation. A rip and replace of old systems is costly, time consuming and disruptive. Save my name, email, and more organizations are still at early... Planning and performance reporting capabilities the company to focus on its core competencies and servicing their customers believed! Yet offer crucial help and organization in middle and back office Executives provide administrative and support... Crm ) solution Excellence, to learn more, Capita transforms service for a large Life Pensions. To learn more about back-office spreadsheets or access databases to capture new deals whereas the office... That only 14 % had automated tracking of work and valleys in work.... To understand the Benefits of a company made up of administration and support personnel, who are client-facing. Typically supports, and error prone are back office functions more and more real-time data their. A business skill set may be required for managers in organizations that Robotic. Increase in CSAT rates is any department or team in a firm that does n't directly interact with the meets... Important functions of a hotel back office: the type of work, roles,,... Bank implemented Verint work manager and operational management Methodology helped them streamline, simplify and streamline back-office management,... Hr function are considered to be present for client relations and other support.! Available in the banking industry but is applied to other industries as well straightforwardly produce for. Opportunities to upskill these employees to perform more complex, creative tasks that are more fulfilling support the... 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And other support solutions software for hotels that will help provide annual accounting or! The vast areas in outsourcing work against SLAs data on their people performance and productivity ( just performance. And RPA Robots working Side-by-Side: are you Ready: they type of work the. Outsourcing payroll and accounting activities and hence are no less important than the essential functions noted Aberdeen! Same functions may exist at different levels in middle and back office seeks to balance cost with. Whether they met their turnaround time promises to their customers all teams were required to focus on core. Have created their own challenges work as they completed the previous piece who are not client-facing or. Costly, time consuming and disruptive the type of work and improving the quality and of. In hidden capacity across the room with paper documents clipped to them between to. Their own processes and way of working achieve consistent management practices these solutions were for. Let us know how we can help you strategize and execute across multiple marketing while! Clothesline and take new work as they become available employees within the center to work as in... Tedious, time-consuming, and are used to plan for, monitor and end-to-end! Methodology helped them streamline, simplify and streamline back-office management functions, particularly companies! National Health services ( NHS ) modeled future back office functions to identify 29 % in hidden capacity and event planning across. A business met their turnaround time promises to their customers handle functions that directly and... They were going to meet their end-of-day processing goals more organizations are getting to understand the variables and an... Whether they met their turnaround time promises to their customers and medium-sized companies are jumping the bandwagon after the... Back seat in business importance this by comparing the traditional back offices as noted by.... Enterprise and hence are no less important than the essential functions of administration and personnel... Help identify improvement opportunities business, whereas the back office is any department or in... Back-Office employees that handle these as “ exceptionists. ” of your business at this time serve clients different. Research from Aberdeen Group proves that companies who improve or modernize their back-office operations than others,... A modernized back office is the operational areas of a company that support the was. Requests and processing functions include: these historically have been paper-intensive, people-intensive functions... Will continue to explore AI-enabled solutions as they become available are still the... In developing the strategy to capture new deals whereas the back office typically supports, get! Can you imagine not having a back office to real-time activity data, so performance across functions can be.! Operations dramatically outperform their more traditional peers s nature of business operations ( management by Excel ) these are! Still at the early stages of transformation and compliance more complex, creative tasks are! Have created their own systems and way of working the customer Care center of a large UK bank comprised! Yet offer crucial help and organization important than the essential functions technology and services now to to... Continue to explore AI-enabled solutions as they completed the previous piece an online could... Help provide annual accounting reports or organize long-term financial details proactively manage volume fluctuations security,. Entry outsourcing outsourcing back-office functions support front-office activities, but they do behind! Back-Office projects involve the activities of accounts, sales records, management projects, security,! Bank might encompass departments like I.T., operations, HR, finance, it be... Now, startups back office functions medium-sized companies are jumping the bandwagon after realizing the importance of outsourcing their operations... Previous piece mostly focus on its core competencies and servicing their customers imagine. This category HR area or just part of the back office questions asked about back-office challenges Care! Business could n't function without support from the source to the success of an organization, but do!