Shared Service Design

Commercial: Organization Design, Operating Model, Software Selection

A technology client offered financing to its customers, allowing businesses to buy the software they needed while paying for it in monthly installments. The client believed more customers would take advantage of the financing opportunity, and thus drive overall sales, if they had the capacity to support the growth. The financing operations were managed by an incumbent firm relying on manual processes and outdated technology. I led the effort to design a new service, with a new team, using technology suited to the task.

Key Activities

·       Evaluated existing capabilities and business requirements, identified capacity-limiting processes or technical capabilities.

·       Evaluated technology options and determined that SAP Loan Management was the best choice and would integrate with existing SAP finance systems in the client’s treasury. Project managed the client’s first implementation of Loan Management.

·       Designed new financing service team, developed job descriptions, recruited and onboarded team members.

·       Developed new workflows taking advantage of the capabilities of the new Loan Management module.

·       Managed change management with existing client team as they transitioned to a new financing service provider, a new financing system, and new processes.

Outcome
Through a combination of more efficient processes, more capable loan management platform, and the flexibility to offer different financing structures to suit customer needs, our clients were able to expand the number of customers and amount financed, by 300% in just over one year.