S01E02: Building a Fully Flexible Workforce and Operating Model by Connecting Front and Back-office

You are listening to 'Ops Game Changers', the new ActiveOps podcast where we share real-life stories from remarkable leaders who are revolutionising the world of service operations. In this series, we explore some of the key challenges faced by service operations as they strive to deliver more capacity, more productivity, and more business impact. Host Bhavesh Vaghela (CMO at ActiveOps) quizzes his guests on how they went about unlocking significant value, adopting best practices, and experiencing some game-changing results. 

In episode two, we dive into the topic of flexibility in customer service and the importance of maintaining service levels during peaks and dips. To address this topic, Tom Frosina, Head of Card Operations at TD Bank, joined us.  As one of North America’s top banks, TD Bank differentiates itself as a brand rooted in a desire to give its 27 million customers, communities and colleagues worldwide the confidence to thrive in a changing world. This Ops Game Changer shares how TD Bank utilised the capacity available in front and back office teams interchangeably to become an early adopter of this technology and implement a flexible structure to transform and improve the customer experience and reduce operational costs. 

Tom shares his insights into the challenges they faced during busy times, such as during the pandemic, and how they were able to train front office (call centre) and back office (operations) employees to be flexible and adaptable depending on service demand. 

Throughout the episode, Tom shares how TD Bank experienced greater agility and efficiency by giving employees the experience of working both in the front office and back office. Teams were able to share capacity, appreciate the challenges that each department faces, and therefore gain knowledge, insights and greater experience which in turn lead to higher employee engagement.  

Tune in to this fascinating episode to learn more about TD Bank’s experience in transforming its operations teams to become 100% remote why this has had such a positive impact on employee engagement and, ultimately, resulted in consistently higher levels of customer service even during the busy times. 

Want to learn more about how to radically transform your company through the power of operations? Then don't miss the following episodes and hear more fascinating insights from other leaders in the field of Operations about how they have overcome challenges to drive productivity and boost performance at their enterprises. You can listen and subscribe to ‘Ops Game Changers’ on your preferred podcast platform and also on our YouTube channel, AOTv.

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