- Business Process Transformation
Arch Re Facultative needed to expand its back-office operations to keep pace with ongoing growth, manage cyclical staffing needs, and expand language services to diverse geographies. Upon engagement, Sutherland launched a thorough analysis and discovery process, working closely with the client’s team to identify key drivers to expand its back-office processing. While Arch Re Facultative had partnered with technology providers to support its platform and system needs in the past, the inherently cyclical nature of facultative reinsurance continued to present a staffing imbalance.
While the company relied on temporary staff to handle its peak work volume, the process of hiring and training temps was time- consuming, and required permanent staff to continuously provide training. What at first glance appeared to be a productivity issue was really growing pains. The seasonal cyclicality made it difficult to discern the fundamental growth in the business – which was, in fact, compounding the company’s staffing and training challenges.