Recently appointed General Counsel at large financial services firm wanted to review the operational environment of the Legal Operations Center (LOC) for opportunities for rationalization, enhancement and ensure a “fit for purpose” design.
Uptown Advisory Group reviewed the services of the LOC and developed a operational metrics framework to review service levels and volume.
Uptown Advisory Group performed a VOC of the customer exercise to better understand the customer’s view of the LOC and its services. This was performed with the primary executive and nominated “do-ers” to ensure an effective exercise.
Client was able to quickly understand the importance of various core services provided to the customer as well as the core enabling activities of the non-core services.
Client was able to prioritize resources and capital investment decisions to improve core services and core activities to increase engagement with the customer base.