New Zealand Post: Offshore Shared Services

Converga helped move this 170 year old organisation towards a future of efficiency, capability and flexibility.

New Zealand Post: Offshore Shared Services



The Business

New Zealand Post (NZ Post) has been an integral part of the New Zealand community for over 170 years. Today New Zealand Post Group consists of a range of businesses providing postal, logistics, distribution and banking services. The Group employs over 8,000 people and has annual revenue in of more than NZD$1.6 billion.

The Challenge

As the traditional role of postal services continues to change, NZ Post sought to reduce overhead costs, seek a more flexible workforce and increase operational capacity without increasing operational costs.

The Solution

Converga set up and transitioned NZ Post to an alternative delivery centre in Manila, Philippines.

Prior to transition kick off, Converga worked closely with NZ Post and the onshore team to document all relevant processes and training materials; enabling the Converga team to clearly understand the tasks performed and identify possible improvements. Converga then helped transition the work to the Shared Services Centre in Manila. Training was delivered by onshore subject matter experts (SMEs) to the offshore team.

The Results

Since Converga set up its Manila operations, NZ Post has saved NZD$500,000 – $1 million in operational costs anually. NZ Post now has greater visibility of processes, and improved productivity as a result of documenting and understanding processes prior to transition.

Other indirect benefits include improved response time to payroll customers, reduced unallocated funds and reduced number of debtor days.

Quote:

We chose to work with Converga for their ability to operate under a partnership model and to maintain NZ Post’s core values within an offshore team.

Theresa Kim, Group Manager, Finance Services, New Zealand Post Group

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