Signature SLA Optimization

Executive Summary

This project introduces a standardized SLA framework and document signing workflow for a national insurance provider's policy and claims division. It addresses the lack of accountability, uneven turnaround time, and coordination issues across underwriting, operations, and remote signers.

Key Results

• Reduced signer reassignment by 35%
• Increased SLA compliance from 76% to 95%
• Cut signer onboarding time from 5 to 2 days

Solution Highlights

Mapped swimlane-based process to clarify intake, validation, assignment, signing, and return responsibilities.

Deliverables

• SLA Tiers & Escalation Matrix (PDF)
• Signer Onboarding Playbook (PDF)
• Process Change Control Log & SOPs (available on request)

Learn More

• System Architecture
• Execution Breakdown
• Appendix

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System Architecture

The architecture visualizes the full lifecycle from document intake to return. Each swimlane represents a responsible party—Underwriting, Operations, Remote Signers, and Support—with SLA timing thresholds defined at each stage.

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Execution Breakdown

Workflow Mapping

• Created swimlane diagram with Visio to assign responsibility across 5 core stages: Intake, Validation, Assignment, Signing, Return
• Identified friction zones where repeat reassignments or delays occurred

SLA Framework & KPI Setup

• Defined 3-tier SLA system:
  • Tier 1: Underwriting-critical docs – 4 hr SLA
  • Tier 2: Claim docs – 8 hr SLA
  • Tier 3: Addenda – 24 hr SLA
• Built tracking dashboard (Excel-based) to monitor weekly SLA compliance, error rates, reassignment volumes
• Flagged signers below 80% SLA over 2 weeks for escalation

SOP Versioning & Rollout

• Version-controlled documentation via Confluence with tracked change log
• Created onboarding kit for new signers: PDF guide + checklist + recorded walkthrough
• Led internal training sessions with 2 support teams and 1 regional ops team

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Appendix

• KPI Definitions: SLA Compliance Rate, Reassignment Rate, Onboarding Time
• Workshop Summary Notes & Participant Feedback
• Archived SOP versions (with version tags and sign-off)
• Change Control Tracker (sample view)

Business Context

• Growing reliance on remote document signers with inconsistent performance
• Delays and lack of visibility disrupted policy issuance timelines
• Need for scalable, standardized framework to manage signer quality and workflow efficiency