Service Description

Brief Overview
Services
About Us
Our Partners
Annexures

Brief Overview

Large to Medium organizations with presence in
multiple countries have set up or in the process
of setting up integrated shared service centers to:

 Reduce COST (potential cost save can vary
from 30% to 50%)

 Establish end to end processes thereby
improve CONTROLS and compliance

 Develop internal CAPABILITIES to deliver
flawless services and future global succession

 Build global CULTURE and provide globally
consistent service

 Delight internal and external CUSTOMERS by
developing customer obsessed mindset and
behavior

But to achieve these aspirations, it is important
to get basics right from the time:

 Shared services blueprint is developed

 Transition and change management
plan is put in place

 Transformation is kicked off

 Measures and metrics are agreed

 Controls and compliance framework is
developed etc.

At CompassPoint, we work with you from design stage to implementation and ensure smooth and
stabilized service delivery by narrowing down the focus areas into four key services:

Services

Project Intelligent Service Business
Management Workplace Assurance Excellence

Outcomes of these services can be measured in
the following ways:

 Improved process efficiency, creative
knowledge articles, case avoidance,
improvement in customer feedback

 Highly engaged and high performing teams

 Reduction in cycle time, minimize touch
points and improved turnaround time

 Simplify, automate and centralize complex
processes

 Move from transaction processing to Global
Business Services

 Establish strong risk & BCP framework







Intelligent Workplace Solutions



Service Quality & Assurance

Controls & Compliance
in E2E Processes

Risk Management

Quality Assurance & Establishing Key Control
Quality Control Standard (KCS)

Master Service Level Key Control Self
Agreeement Assessment(KCSA)

Service Level
Agreement compliance

Service Assurance
Scorecard/ dashboard
Key Performance
Indicators (KPIs)



Business Intelligence



About Us

S RAVINDRAN, DIRECTOR

Ravi is a seasoned professional with 25 years of
rich and varied global experience. He has held
effective & accountable leadership roles in MNCs
like Standard Chartered Bank, Nokia and
Microsoft. He was the site leader and HR Director
for Nokia global service center and Microsoft
global service center.

He has worked in different functions as Regional
head of HR service delivery for South East Asia,
Head of legal and company Secretary, Head
compensation and benefits etc.

His strength is to overcome complex challenges
and make decisions using experience backed
judgment, strong work ethics and integrity. He
sets bold objectives, displays courage in actions
and always leads the team from front. He brings
out the best in people, by building highly
engaged and high performing team.

He holds, consistent record of delivering

extraordinary results in growth, revenue,

operational performance and cost save. He has

led Global Transition and Transformation

programs including infrastructure design,

process re-engineering, automation,

turnaround management, and reorganization.

Ravi is a speaker in Shared Services
Outsourcing Network. He is also a trainer and
coach at Institute of Company Secretaries of
India and B-Schools.

He is a Law graduate, Company secretary from
Institute of Company Secretaries of India and a
Chartered Secretary and Administrator from
United Kingdom

RU SRINIVAS, Director

RU, as he likes to be called, is an entrepreneur,
strategist & mentor. With three decades of
professional experience in managing, running &
leading large businesses across the globe, he
brings extensive domain knowledge in the HRO
space. He has travelled extensively & worked
with multi-cultural customers & teams in the
American, European and ASEAN regions.

His last role in the corporate world was with
Caliber Point Business Solutions, the BPO division
of Hexaware Technologies as the CEO and
member of the board. At Caliber Point, ‘U s
leadership helped the company scale globally in
less than a decade. He was instrumental in
creating strong customer engagements across
Americas, Europe, Asia & the Middle East.

Prior to Caliber Point, RU spearheaded the HR
Shared Services Centre at Scope International, a
division of Standard Chartered Bank.

Currently, he s the founder of RUv2 Enterprises
that has launched a successful health food brand,
the idli factory and also is in the process of
launching new verticals in the media & real
estate space.

RU is a Chartered Accountant and holds an MBA
from Oklahoma University

Our Partners

India & Dubai At CompassPoint, Success of Customers is top Hong Kong
priority and our Partner Network is key in
helping us meet and exceed the unique needs of
Centralized operations.

CompassPoint Partner Network helps customers
benefit from valuable complimentary partner
offerings and world-class supporting services,
and allows our partners to build new
relationships and create more opportunities.
We ve established a range of alliances to meet
the needs of our diverse customer base. Our
partners have deep experience, skills and best
practices that enable them to develop,
implement and deploy solutions for your
enterprise challenges.

Together, we help you transform your
operational and customer experiences – while
reducing risk, improving your operational
efficiency and increasing your agility.



Annexures –
Service Descriptions

Project Management As Shared Services organizations expand and
take on more complex implementations, the
need for effective project management as a
core skill is critical for success.

We extent end-to-end support to manage
complex projects which encompasses project
scope definition, agreement of project
requirements and managing entire project life
cycle through to project closure.

We support to manage business and project
risks, change, technical strategy, quality and
produce effective plans and risk assessments
so that timescales and project costs are
understood and underwritten by all parties.

We provide methodology, guidelines, tools and
resources for successful end-to-end transition
and transformation projects and programs.

We extend support for managing business
transformation, managing stakeholders including
HR, legal, and other functional areas to assure
compliance with local regulations and corporate
directives, and obtain buy-in and co-operation
from businesses.

We collaborate with the process-owners and
adopt standard processes and/or identify
possible gaps for remediation action plans.

During the project, we will ensure that the
project scope, schedule, costs, and project team
resources are effectively managed within project
guidelines and issues/risks are properly tracked
and mitigated.

To ensure that project under management has
structured plans, RAID Logs (Risks, Actions,
Issues, Dependencies), governance & steering
committees in place.

Act as the control point to track, monitor and
actively manage issues, mitigate risks and make
the project / program successful against an
agreed, base-lined remit & project charter.

Drive dependencies and the interfaces
between process players internally and
externally.

To conduct regular work stream steering
meetings and ensure those are documented
and any resulting actions are followed up.

Templates are standardized and defined and
the delivery of timely reports is managed.

Project documentation, regular reporting and
engagement with senior stakeholders.

Facilitate workshops, group/individual change
sessions to build high performing teams.

Implement agreed changes in conjunction with
the delivery team, shared services team and
others as necessary.

Draft a monthly dashboard of progress and
maintain other project management
documentation, including risk and issue logs and
a work-plan/timeline.

Intelligent Work place An intelligent workplace solution addresses the
Solution need to create capsule forms of visual
knowledge articles. Animated knowledge
articles with any language background voice
and text animation addresses the knowledge
loss in translation.

Intelligent workplace solutions will lead to self-
service adoption and maximize tier 0 case
resolution.

Case agents will hugely benefit out of
knowledge nuggets in animated form, which
will in turn lead to knowledge retention. Easy
self-learning solutions, makes it extremely easy
to understand, learn and retain.

Our workplace solutions in creative animation
will facilitate effective organizational learning.

Our customized solutions with your choice of voice,
color and background music and continuous
improvement approach will deliver high business
performance and customer satisfaction.

We focus on :

 Developing knowledge base
 Animated knowledge articles
 Inquiry management self-service optimization
 Knowledge articles search optimization
 Standard operating procedures/ desktop procedures
 Product illustrations
 Process descriptions
 E2E process maps
 Service descriptions
 Knowledge articles

Service We extend support in application of policies and
Assurance processes by service providers to ensure
services offered to clients/ companies meet pre-
defined service quality for great customer
experience

Service Assurance service includes framework
and processes to proactively detect, diagnose
and resolve service quality issues or device
solutions before customers are impacted
through;

• Quality Assurance & Quality Control
• Master Service Level Agreeement
• Service Level Agreement compliance
• Establishing Key Control Standard (KCS),
• Key Control Self Assessment(KCSA)
• Controls & Compliance in E2E Processes
• Risk Management
• Key Performance Indicators (KPIs)
• Service Assurance Scorecard/ dashboard

Champion all aspects of best practices,
including process review & improvement, lean
management and simplification within the
shared services team and operations.

Support reviews and monitor performance
objectives with the service managers and key
stakeholders.

Support process leaders to define & implement
improvement action plans.

In partnership with process leaders - improve
the understanding, effectiveness and efficiency
of both process and culture through
innovation.

Coordinate process reviews to optimize
efficient implementation of internal policies,
procedures and standards.

Business Work with service managers and build end-to-
Excellence end process maps, standard operating
procedures/ desktop procedures to improve
process efficiency and effectiveness, thereby
improve customer satisfaction scores.

Implement a continuous improvement
framework to standardize, improve and re-
engineer processes.

Build efficient and user-friendly knowledge
base for case management teams.

Identify transformation opportunities and
develop a future state model based on the
requirements of the center.

Study capacity, transaction and case volume,
talent cross utilization opportunities and
recommend appropriate capacity utilization
model/ framework.

Introduce process risk heat map framework
and escalation matrix for risk mitigation.

Develop and deliver function and process
specific trainings and train talent to build high
performing teams.

Study as is process maps and recommend
opportunities to simplify, automate and
centralize processes to get the full benefit of
centralized services.

Design, develop and implement business
continuity plan, document call tree process
and provide training to service center
resources

Build operations and operational risk
framework, internal risk review and risk
governance

www.compasspoint.co.in

Contact us at :
[email protected]