Azra Amir
Head of Process Excellence APAC
Aon is a global professional services firm that provides a broad range of risk, retirement, and health solutions. With over 50,000 employees operating in 120 countries, effective and efficient documentation practices are essential to maintaining operational excellence, particularly within Payment Operations.
Introduction
Clear and accessible Standard Operating Procedures (SOPs) are vital for Aon’s APAC Payment Operations team to ensure consistency, compliance, and operational efficiency. A lot of knowledge also resided with team members, and was never documented. We needed to be able to capture this seamlessly so we could consume it for ongoing project work as part of a global uplift of Payment Operations processes and technology.
Traditionally, documenting and managing SOPs was time-consuming and prone to errors, and software and tools were clunky or very manual. With the introduction of Fluency, this process has become streamlined and user-friendly. Additionally, there was a substantial cost saving when compared with other vendors, with the added bonus of real time support.
Case Study: Cash Cycle Management processes SOP
Previously, creating and updating the various processes involved in Payment Operations involved multiple drafts and manual steps, often resulting in delays and errors. If a colleague was unavailable, it often meant that no one else was able to do the task in their absence. With Fluency, the team collaborated in a single workspace, adding step-by-step guidance, screen by screen walkthroughs, and related resources. Updates and feedback were managed centrally. Once finalized, the SOP was instantly accessible to all, with automatic notifications ensuring everyone was informed.
The outcome was a robust and user-friendly SOP that improved both consistency and resolution times, and the team captured processes related to invoicing, financial data file management, time recording billing, technical accounting and settlements.
Fluency has greatly supported the SOP management in Payment Operations, making documentation easier, more collaborative, and more compliant. By removing bottlenecks, Fluency allows teams to focus on delivering secure and efficient payment services, ensuring they can adapt and excel as the industry evolves.
- Azra Amir, Head of Process Excellence APAC, Aon
"We're proud to partner with innovative companies like Aon, who understand the value of clear, effective documentation to drive operational excellence. Their success demonstrates the tangible impact Fluency can have on efficiency and compliance in complex financial environments."
Finnlay Morcombe
Co-Founder & CEO, Fluency
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