Since implementing a new advanced operations management system, Nationwide Building Society has enjoyed better real-time visibility of work and available-skilled resources.

Nationwide felt that it was no longer sufficient to just review past performance as a guide for future operational plans, but required breaking down the data silos, cross-training employees and sharing skilled resources. The building society enlisted the support of ActiveOps to provide new tools and proven training for staff.

The new management capabilities enabled ‘teams of teams’ to collaborate and sustain higher productivity through a consistent management framework. This enabled employees to log their activities efficiently while building real-time individual and team productivity profiles, which includes time spent on training and meetings and non-core activity.

Mark Eaton, head of mortgage servicing at Nationwide, explained the objectives of the project: “We were looking for a more pro-active and operationally efficient approach that would help us to empower our people while improving resource allocation across the entire operation.

“From time to time we would inevitably experience unexpected events that would cause a spike in customer enquiries and related activities, such as the annual ISA peak. Although these events are expected and planned-for, there are always challenges around recruiting and onboarding sufficient short-term labour.”

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