Strategic Operating Procedures

Summary

Gurpreet Dhariwal shares insights on the importance and process of creating Strategic Operating Procedures (SOPs) while transitioning from a Content Manager to a Migrations Manager, emphasizing the value of multitasking, continuous learning, and the development of comprehensive SOPs for various sectors including insurance and finance.

Abstract

The article by Gurpreet Dhariwal delves into the complexities and rewards of working across multiple roles, particularly the shift from Content Manager to Migrations Manager. Dhariwal emphasizes the necessity of strategic operating procedures (SOPs) as detailed guidelines for products or services, which are crucial for training and maintaining quality despite personnel changes. The author highlights the creation of SOPs for different insurance sectors and finance, noting the challenges faced, especially in understanding the nuances of life insurance in the U.S. compared to India. Dhariwal stresses the inclusion of process outlines, designated person details, timelines, scope definitions, and client approvals in SOPs, along with the use of process maps and scenario examples. The article also touches on the importance of being a point of contact, quality assurance, auditing, and the development of RACI and FMEA models during the training phase. Reflecting on personal growth, Dhariwal values the knowledge gained and expresses a desire to continue in such roles, backed by TTT certification and a passion for training as a journey rather than just a profession.

Opinions

The author believes that multitasking across different roles is manageable with passion and a commitment to continuous learning.
Dhariwal rejects the notion of being a "jack of all

What I learned When I turned from Content Manager to Migrations Manager

Photograph by @firsara

Today, I would like to impart my knowledge of multitasking capabilities and skills. It’s not an easy game to work in multiple streams of work, yet maintaining the same level of performance and quality simultaneously. Also, it’s not rocket science. You can work in multiple streams of work only if you have the passion to let your learning graph thriving.

When I started working in multiple designations, people started scaring me. I never took them seriously. They told me “I am a jack of all trades and master of none”. I responded with the same intensity of aggression that I don’t want to be master of anything, let life be that for each of us. They never argued and I never paid any heed to them.

Coming back to Strategic Operating Procedures, When I started working off as a Migrations Manager, I didn’t know that I would be more than happy to work in this role. I have always loved my work, it’s the people I get bored easily with because they don’t know the language of being generous to others.

Strategic operating procedures are step-to-step guidelines for any product or service that your client is offering to you. This is the mandate for the users because in every company your full-time equivalents will leave the organization at some point in time. You need to train the new people within the designated time-period so SOPs play a major role.

Also, when you prepare an SOP you are in sync with the entire process step by step to know where are the loopholes, which area needs more improvement and what kinds of tools and technology can be introduced to enhance productivity. This prepares a framework for you to build a strong medium looking at which all could be on the same wavelength.

I prepared 16 processes SOPs remotely and then twice I worked in the US for a Mobile insurance and Life insurance client. Mobile insurance client was based in Albany, Oregon, and Life insurance was in South Carolina. I faced issues while learning the life insurance process because I don’t come from a health background. There were many diseases and other insurance clauses associated with it that made me wonder life insurance is entirely different in India than the US.

I created SOPs for Life Insurance, Health Insurance, Property and Casualty Insurance, and Finance sector.

What all an SOP consolidates?

It should have an outline of the process, designated person details on the process, timelines, in scope and out the scope, and most importantly what kind of objective would be achieved with it.

It should have a mandatory AS-IS process map which can be created using Microsoft Visio. I learned this in 2016 while working with Property and Casualty clients. AS-IS process map covers up the entire details of the process including credentials to which queue receives inquiries and how those receive resolutions within deadlines.

It should have examples of at least 5 different scenarios for every queue because sometimes certain cases are not handled in a usual manner.

It should be approved and signed by the client before you start with the training development process at your end.

Once the Training starts:

You need to be a spoc on behalf of the Migrations and Operations team to communicate all the details to the client.

You need to do the quality and auditing by conducting weekly and daily product tests.

You must be well versed in preparing the product knowledge tests to examine where candidates are in sync with the on-going training.

You must time and motion study for all the cases to come to terms with realistic data.

You shouldn’t ignore preparing the RACI and FMEA models for your process. It will resolve ‘n’ number of problems at your end.

My Learning

I was a second layer who worked as the documentation specialist in the Migrations Team. The work usually starts with top management by conducting the Due Diligence of the process. Once they get the process, my role used to come in the picture and it ended by delivering the entire process to the Operations team from the Migrations team. I used to be on the floor for 14 hours too. There are no timings when it comes to migrations because everything which has been started afresh takes time and effort.

I am not an expert but whatever I have learned while working as Migrations Manager, the knowledge stayed with me and if ever given a chance I would like to a part of such a role in the future too.

I am TTT (Train the Trainer) certified so training became a journey than a profession.

I hope you rejoice reading my take on SOPs and Migrations. I have written it from my knowledge and skills. This is in layman language so that huge technology terms don’t spoil the fun.

Gurpreet Dhariwal is the author of “My Soul Rants: Poems of a Born Spectator.” Her eBook is now available at Google PlayStore, Amazon, and Kindle. Connect with Gurpreet on LinkedIn, Twitter, Instagram, Facebook, or Youtube