UK - Gissings is outsourcing its much-criticised back-office administration function to business process provider, Liberata, in a deal worth £100m over 15 years.
The deal – which, it claims, offers the first end-to-end human resource and flexible benefits solution in the market – comes months after reports that Gissings’ in-house administration system was failing.
In February, Gissings defended its “unique” administration model – manned by a large proportion of untrained back-office staff – following complaints from clients that mistakes were being made and processing turnaround times had increased.
Gissings dismissed the criticism as “backbiting” from competitors but industry experts warned the employee benefits specialist would be judged on results.
Liberata will now take complete responsibility for Gissings’ back-office function.
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