Active Manager is a manager-led business transformation methodology that creates a sustainable step change in operational performance. It typically delivers performance improvements between 10% and 20%.

1. >
Active
Manager
A BearingPoint Accelerator
Active Manager is a manager-led business
transformation methodology that creates a
sustainable step change in operational performance.
It typically delivers performance improvements
between 10% and 20%.

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Contents
Market Drivers
Our Approach
Client Benefits
References
Contact
Active Manager | A BearingPoint Accelerator

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Market Drivers
Front-line managers are typically promoted into their role because they are good engineers,
contact centre agents, sales people and not necessarily because they are likely to be good
managers or leaders.
New managers end up learning the role from their peers or bosses who have typically gone
through the same process.
Represents a hidden opportunity to improve performance (productivity & service quality) in
most businesses.
We promote the concept of ‘active management’. A front-line manager should spend a
minimum of 60% of their time actively managing. Active management involves providing
coaching, guidance, assistance and support to your team in a positive and constructive way.
In reality most front-line managers spend less than 25% of their time ‘actively managing’,
despite being the core of their role.
Through our Active Manager programme we seek to equip front-line managers with the
appropriate skills, tools, knowledge, experience and confidence to actively manage +60% of
their time. The result is an improvement in performance within their team between 10% - 20%.
Active Manager | A BearingPoint Accelerator

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Our Approach
Active Manager - Mobilising front-line managers
Realising operational improvement through better front-line management
Active Manager is a manager-led business transformation methodology that creates a sustainable step change in operational
performance. It typically delivers performance improvements between 10% and 20%.
We equip front-line managers with the skills, tools, knowledge, experience and confidence necessary to optimize the effective
utilization of the staff under their control and, as a result, unlock their team’s true potential.
Active ............
16%
Passive ............
14%
Direct ............
13%
Admin ............
35%
Ineffective ............
22%
Typical time management Ideal time management
Active 70% ............
Passive 10% ............
Direct 5% ..........
Admin 10% .........
Ineffective 5% .........
Active Manager | A BearingPoint Accelerator

5. Our Approach
Enabling front-line managers to improve performance
through sustained behavior change
Competency Based Exemplar
Modelling Conducted
• Active Management
• Resilience
• Planning
• Motivation
• Content Knowledge
• Team Working
• Focus on Results
• Communication
• Innovation and CI
• Sales Techniques
Management Development
Workshops Delivered
• Sales Management Framework and Toolkits
• Operating Report Interpretation
• Active People Management
• Competencies, Personal Drivers and Work
Practices
• Continuous improvement and Best Practice
• Short Interval Control and Management by
exception
• Performance Management, Review, Coaching
& Effective Action Planning
• Sales process and techniques
Accelerated Performance
Management Supported
• APM provides structured on-the-floor support
to individual managers as they seek to realise
targeted operational improvements.
• APM equips managers with the support,
confidence and discipline required to
successfully achieve and sustain enhanced
team performance.
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Active Manager | A BearingPoint Accelerator

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Our Approach
Approach & indicative timelines
The proposed approach commences with a critical review of the existing Workforce Management Framework.
At the same time, a combination of Team Leader competency assessments is conducted.
The Management Development workshops will be customised based on competency gaps, alignment with the Workforce
Management Framework and input from internal stakeholders.
Senior Manager overview sessions will be conducted prior to the Management Development Workshops Commencing. Overview
sessions will take up to (1) day while the Management Development
Workshops will take up to (3) days. After the Workshops all Team Leaders, Managers & Senior Managers will receive approx. (12)
lapsed weeks ‘on-the-floor’ support and coaching.
Workforce Management Framework
Reviewed
Competency Based Exemplar
Modelling Conducted
Development Workshops Customised
Management Development
Workshops Delivered
Accelerated Performance Management
Supported
3 Weeks 6 Weeks 12 Weeks
Action Plan
Goals
Confidence
Innovation
Capability
21 Lapsed Weeks
Active Manager | A BearingPoint Accelerator

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Client Benefits
Some benefits of the Active Manager methodology are:
• Achieves typical operational performance improvements (productivity, quality – Csat, NPS, First Call Resolution) between 10%
and 20%
• Provides clients with Year 1 Return on Investment of approx. 3:1. Three 3 ROI can be in excess of 10:1
• Active Manager programmes are usually cash neutral within 9 to 12 months
• Establishes a performance management culture within the front-line managers community. Equips managers to support,
mentor and build high performing teams
• Delivers growth in the capabilities and performance of individuals and teams
• Better enables managers to manage change in constantly evolving operational environments
• Improves leadership capability, confidence and accountability for goal achievement
• Establishes rigor and discipline in delivering targeted performance goals and objectives
• Increases the confidence in 1st & 2nd line managers’ ability to challenge poor performance
Active Manager | A BearingPoint Accelerator

8. References
Delivering strong financial and customer improvements
Scope
Active Manager deployed to all line managers in the
London Region
London consistently performs lower than other
regions across the UK, a critical imperative was to
change the balance
Benefits
Customer net promoter scores (customer
satisfaction) increased nine points for service and
installs
London performance now comparable to other
regions
Service levels consistently achieved
Increased performance and motivation from the line
teams
“We want London to be the jewel in the crown and
the work we’ve done with Bearing Point has put us
on the path to achieving that”
Paul Street – Virgin Media, HOD London
Scope
Deployed across 65 managers and over 800 staff
within a key Capita account
Delivered in both the UK and India to ensure
alignment and consistency of application
Benefits
8% increase in productivity within 24 weeks
Significant changes in behavior from front line
managers
Capacity released to support new accounts
Restructure of the operation to capitalise on
capacity opportunities
“Our managers have exceeded our expectations
and have focused their attention to ensure our
teams are performing most efficiently”
Chris Stroud ‐ Capita, MD CCM
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Virgin Media – Customer Engineering
Capita Life & Pensions (Prudential & AXA)
Active Manager | A BearingPoint Accelerator

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References
Case Study multinational banking and financial services
company - Programme Summary
Implementation of opportunities to
release capacity equating to £2.4M
exceeded target:
• Removing operational SILO’s
• Increased Active Management
• Demand Reduction
• Use of ‘Work Force Management’ best
practice principles for the first time
• Grade of Service increased exceeding target
for the first time in a year
• Net Promoter Score increased through
reduced wait times, right first time and less
time on the call
• Multi skilling of subscale teams – 4 small
teams into one team
• Increased management capability,
consistency and competence
• A consistent active performance culture
observed across all teams
• Increased opportunities for advisors through
up- skilling
• Reduction of unnecessary demand through
automation and reduced hand offs to other
teams (one and done)
July
Actual
Planned
Business Banking Capacity
(Monthly average)
FTECapacity
0.0
20.0
40.0
60.0
80.0
100.0
August September October
Overall Benefit Progression
Active Manager | A BearingPoint Accelerator

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Active Manager | A BearingPoint Accelerator
Robert Wagner
Partner
BearingPoint Germany
robert.wagner@bearingpoint.com
About BearingPoint
BearingPoint consultants understand that the world of business changes constantly and that the resulting complexities demand intelligent and
adaptive solutions. Our clients, whether in commercial or financial industries or in government, experience real results when they work with us. We
combine industry, operational and technology skills with relevant proprietary and other assets in order to tailor solutions for each client’s
individual challenges. This adaptive approach is at the heart of our culture and has led to long-standing relationships with many of the world’s
leading companies and organizations. Our global consulting network of 9,700 people serves clients in more than 70 countries and engages with
them for measurable results and long-lasting success.
For more information, please visit: www.bearingpoint.com
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Contact
Brendan Cahill
Partner
BearingPoint UK
brendan.cahill@bearingpoint.com