News & insights

Unlocking Profitability: The Hidden Power of Back-Office Operations

By Ellie Smith
APPG Intro slide 5

A report by Ernst & Young (EY) highlights the indispensable role of back-office operations in supporting continuous product development and propelling business growth. 

These functions - often overlooked - are crucial elements of efficient front-office operations and customer service. Integrating back-office systems with product development is vital to avoid disruptions and maintain a seamless flow in business operations. Businesses are increasingly seeking external partnerships to refine their end-to-end procedures, ensuring that their back-office operations support swift business decisions.

Business transformation, particularly within financial institutions, is gaining recognition. A process-centric approach not only enhances customer-centricity and operational efficiency, but also improves risk management and business resilience. The adoption of Business Process Analysis (BPA) tools is transforming how organisations understand their operations and extends beyond technological upgrades to help provide an understanding of the customer journey in order to deliver bespoke products and experiences.

In this era of transformation, Global Business Services (GBS) stand out as a cornerstone of digital strategy. GBS units are not just about cost-efficiency; they are dynamic, customer-focused, and digital-first. By fostering agile and digitised end-to-end process flows across functions and geographies, GBS units are reshaping the traditional back-office landscape into a strategic powerhouse that champions operational and strategic benefits.

Further insights from PwC highlight the transformation of back-office operations from cost centres to pivotal engines of innovation, value creation, and growth. In a digital-first world, a robust back-office is the backbone supporting digital transformation, sustainability efforts, and the development of capabilities primed for the future. PWC discuss the importance of separating essential and non-essential costs, strategically directing resources towards areas with the highest value potential. The approach is holistic, stressing the need for the right talent, especially in tech, and a finance team that's not just about number-crunching but about providing actionable insights and supporting strategic decision-making.

The once-overshadowed back-office functions are now taking centre stage in driving profitability and growth. As businesses navigate through the complexities of today's market dynamics, the back-office stands as a testament to resilience, innovation, and strategic foresight.


For a deeper dive into these insights, explore the resources and full reports from Ernst & Young (EY) and PwC:

Ernst & Young (EY) Insights

PwC's Perspective on Back-Office Functions

Ellie Smith
Ellie Smith
Business Development Manager