Hibernian to shift admin to India. I won't insure with them in future.

Back office work is being relocated. Customer service jobs are not. So you won't have to talk to some poor Indian.

Manic Moran wrote: »

The difference between this, and places like India, is language. Many Americans did stop doing business with companies which moved their centres to India, not because of the loss of American jobs (if the Americans wanted to keep the jobs, they'd work for competetive wages) but simply because the whole point of ringing Customer Service is to get.. service. Irish people generally understand American, and usually speak English as a first language. There are few communications failures. (Plus a lot of Americans got a kick out of discovering that they're talking to Dublin). Call "Bob" in India, however, and suddenly your service experience gets a lot less pleasant. You spend more of your time on the 'phone trying to simply communicate your problem and less getting the problem solved. Several American companies have closed their Indian call centres and moved operations back to the US after complaints about the basic communications problem.

NTM

That and a disturbing number of American's don't know where Ireland is and some think it is in America or part of the UK.

Chipclub wrote:

Everyone seems to have got the wrong end of the stick. The call centre will still be Cork....
....What Hibernian are doing is moving 500-odd "back-office" jobs from Dublin to India. Accounts, claim handling, that sort of thing. This would appear to be driven by their pay masters at Aviva.

I can't believe it took nine whole pages before someone pointed this out. Do people even bother to read the content of newspaper articles anymore? Did do they just see the words 'outsource' and 'India' and make up their own story in their heads?

JohnCleary wrote:

The only reason myself and other family members were ever with Hibernian was because if we had a problem, we could physicially go into their Offices in Galway and talk to someone face-to-face. Now that that's going, we'll never be renewing any insurance with them.

They're going to lose a lot of customers here methinks

The local branches are going nowhere - they're pretty much the only division of the company that won't be affected.

Just to clarify a few things for some people: the Hibernian Direct call centre, where policyholder enquiries are handeled, is located in Galway. The Cork call centre houses the Broker line (where brokers ring if they want to amend a client's policy) and the 'corporate partner' operations (Tesco and AIB car insurance among others). Dublin doesn't have any call centres as such.

What seems to have received virtually no attention is the fact that a major part of the restructuring programme is the moving of jobs between Galway Cork and Dublin. For example, Workers in the Cork call centre are going to be uprooted as all of the call centre jobs are going to be moving to Galway. There will be some redeployment opportunities for staff in Cork but skills mismatches will mean that there will be lay-offs. these layoffs will not be included in the 580 figure as a lot of the positions will still exist. Some won't though -this restructuring will make it far easier for the company to reduce the overall number of positions due to the 'turnover' such a disruption is going to create. Hibernian have stated that "The overall number of employees in Cork and Galway is not expected to change materially" (ref). This kind of cynical, corporate double-speak statement hides the fact that there is going to be disruption and massive uncertainty for the workers who are being displaced. So the notion that Dublin is bearing most of the brunt of the restructuring is only true insofar as it is 'materially' losing the most positions. From a worker's point of view, Cork is getting hit pretty hard too. The commercial reasons for this internal restructuring are dubious at best. But whatever about this, I am amazed that the broader restructuring has barely been mentioned as, on top of the 580 jobs that are moving out of Ireland, even more people will be out of work as a result.

Sizzler wrote:

Although data processing and claims recovery will be among the services that will go to India, Hibernian chief executive Stuart Purdy said Irish customers will continue to deal with Irish call centres "as a port of first call".

This intimates that some call centre ops will be moved.

The initial circular we received seemed to suggest that the call centre dimension would be remaining in Ireland. However, when management were pressed on this matter in meetings they refused to deny that they had future plans to move some of the posts to India once the initial move had got off the ground. I'm not going to go into the details of any internal communications but the information we've been given on the details of the restructuring has been contradictory and deliberately vague. Needless to say there is a lot of discontent about the plans and this is being exacerbated by the way in which it is being handled and communicated by management. While I'd hope that senior management would have more sense than to move the call centres to India recent decisions, such as the decision to replace the strongly recognised Hibernian brand with the Aviva brand (see here) don't fill me with much confidence

I'm afraid I don't know very much about plans to move one of the claims lines to India - something I'll certainly try to find out more about though.

Muzzy wrote: »

The only part of Claims that is gonna move is own damage, the rest of the claims unit is staying put, in Galway.

As for the direct ordinary Joe and Josephine Soap customer, ALL customer service calls are going to India.

Galway will be looking after Service for Corporate Partners, Brokers and Direct sales.

Been told that Galway are getting health, but also heard that Health is going to Cork, also heard that it's going to Dublin also so no idea where it's going.




PS If any of you need to call Hibernian tomorrow 27/6, 16.30 will not be a good time;)

Galway will be getting health but only the sales end of things. Al lot of the more complex health functions will be moving to Cork.

So I gather from what you're saying that the call centre operation of Hibernian direct is moving lock stock and barrel to India? Thats certainly not what we've been lead to believe. We were told that Galway was to become a 'centre of excellence' that would house the majority of the call centre work (i.e. health, corporate partners, direct). As I've said before we've been receiving a lot of deliberately vague and often contradictory information. Well the Hibernian CEO will be paying us a visit on Monday. Perhaps he'll enlighten us further.

Exactly the response you'd expect from the management.