For a leading Insurance Provider’s UK support team, Time Off and Correct off requests of the support team were routed to their respective managers for their approval. The approval requests were not routed properly, if the employee’s manager is not based out of UK. Business Application Management team’s quick fix was to route the request to their L1 support team. A bottom-up disruption of introducing a condition rule into request and correct off time, helped in routing the transaction to their respective UK manager, if not, the rule would route it to the customer’s HRSS. Around 200 hours per year was saved implementing this condition rule.
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