Establishing World Class Shared Services following 2 Major Acquisitions
“We received excellent support and extensive experience in finance transformation, process improvement, operating model redesign and stakeholder engagement. The support we received transformed the performance and profitability of our business by streamlining service delivery and freeing up our teams to focus on value creation”
Simon Golesworthy - Chief Financial Officer, Bidvest Noonan GB
Challenge
Bidvest Noonan is a leading provider of cleaning and security services across Great Britain. Their success has been achieved by designing and delivering solutions that provide exceptional quality and value for customers. Bidvest Noonan employs over 27,000 people across the UK & Ireland.
In 2022, Bidvest Noonan strategically acquired Axis Security and Cordant Cleaning. As part of those acquisitions - in order to maintain smooth business operations and customer service - there was a need to seamlessly integrate core back office support processes into existing ways of working within Bidvest Noonan systems and procedures. A small shared service hub existed in South London providing core support services for - with additional satellite teams in West London, Dublin and home-based
With ambitious growth plans, Bidvest Noonan envisioned a multifunctional Shared Service Centre to streamline support functions, standardise business processes, and enhance operational efficiency.
Solution
We spearheaded the establishment and leadership of a comprehensive Shared Service delivery model covering Billing, Accounts Receivable, Accounts Payable, Payroll and HR Administration.
Service Management – established SLAs, customer interaction frameworks, process KPIs and embedded
Continuous Improvement - using Lean techniques, conducted thorough analysis of improvement opportunities and developed robust action plan across process automation, customer service enhancement and people and skills enhancement
Rapid Process Improvement - led multiple task force teams to drive rapid process improvement across core processes
Organisation – redesigned organisation structure and roles, recruited brand new management team
Results
Over a 12m period we acheived the following results:
Employee Engagement – increased from 49% to 86%
Customer Satisfaction – increased satisfaction from 38% to 75%
Billing – led task force to clear 3 month billing backlog – 43% unbilled reduction, 68% WIP reduction
Accounts Receivable – overhauled collections strategy – 3 debtor day reduction, 22% reduction in overdue debt
Purchase to Pay – overhauled payment process and policies – 22% increase in invoices paid to terms
Payroll – redesigned standard payroll timetables and process – 16% reduction in out of cycle payments
Year End Audit – achieved successful clean year end audit in first year after acquisition integration