Friends Life today transfers the remaining half of its UK Heritage customer service operations across to Diligenta.
This will involve approximately 1,900 Friends Life employees moving across to Diligenta but continuing to service Friends Life's customers.
Today marks the start of a new partnership between Friends Life and Diligenta, a leading Business Process Outsourcing (BPO) provider in the UK and a subsidiary of Tata Consultancy Services (TCS).
The agreement will result in Friends Life transferring the remaining half of its UK Heritage customer service operations across to Diligenta.
This long-term partnership, announced in November 2011, will help enable Friends Life to quickly and efficiently deliver solutions that cater to the needs of advisers, employers and customers. Friends Life will retain accountability for the strategy, governance and direction of the business.
By partnering with Diligenta Friends Life will be able to continue to deliver industry leading service levels and develop the strategic platforms to support its business. This will allow Friends Life to focus on its new proposition developments, including the recently launched workplace savings platform- my money- within its core markets of corporate benefits, protection and retirement income.
David Hynam, Chief Operating Officer, at Friends Life said:
"We have selected Diligenta as our service delivery partner for their proven technical skills and operational capability in the life sector developed through the management of around 5 million policies for six life brands. The long-term partnership which begins today gives our business the flexibility to efficiently deliver the right solutions for our distributors and our customers. We have extensive experience in outsourcing partnerships and I am very confident that in Diligenta we have a strong partner who will help drive our business forward."
As a result of this new arrangement approximately 1,900 Friends Life roles in the UK - across a number of office locations- will transfer to Diligenta. Individuals will transfer on their existing terms and conditions, or if not practicable replaced with broadly similar benefits.
Suresh Menon, CEO Diligenta, said:
"Diligenta's proven track record in successfully managing circa 5 million policies and our expertise in this market, coupled with our industry leading technology platform will fully support Friends Life's strategy for growth. We are looking forward to a long and successful partnership."
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