1. Finance and Accounting
Petcover needed a Senior Bookkeeper, in particular, to oversee and maintain accurate financial records, perform bank reconciliations and assist with drafting monthly financial reports, among others.

2. IT
We identified IT professionals to be vital in building and maintaining essential digital platforms and managing their entire software lifecycle. From data analysts to UI/UX designers, these positions would provide end-to-end support development services, allowing the onshore team to focus on strategy development and innovation tactics.

3. Operations
Positions under the Operations team were designed to execute key business workflows as the backbone of Petcover’s business. These included positions for claims handling, policies, quality and process improvements and administrative support.

4. Marketing
A Content Marketing Executive and Marketing Manager and Assistant were identified to be key additions to the team to handle digital strategies and manage Petcover’s content assets. These roles would develop campaigns and assets for social media, email and other channels where Petcover is present.

5. Customer Service
To maintain the quality of service that Petcover delivers, they needed to hire employees for sales and customer retention, respectively. These positions would handle inbound inquiries via phone and email and upsell and cross-sell Petcover products and services.

6. Research and Development
To support business growth across global markets, Petcover decided to include a Global R&D Manager as a key, strategic offshore role in driving innovation, operational improvements and system development initiatives across its insurance operations.

7. HR
Petcover needed a Learning and Development Officer to deliver engaging and effective training programs to support the development of global offshore teams. This would focus on identifying learning needs and training solutions and ensuring alignment with organisational goals.

1. Finance and Accounting
Petcover was able to ensure 100% compliance with global financial standards as it maintained accurate financial records through the help of its highly skilled, offshore senior bookkeeper.

2. IT
Having offshore IT positions allowed Petcover to gain significant competitive advantage with its new digital capabilities, driven by a talented team of IT professionals who focus on improving existing systems and software programs that enhance the overall customer experience.

3. Operations
The offshore Operations positions delivered higher efficiency for Petcover’s workflows which led to a bigger volume of processed claims and policies for the company. Aside from maintaining service quality, it also resulted in faster turnaround times and improved customer satisfaction.

4. Marketing
Petcover enhanced its presence on digital platforms as it prioritised having a consistent flow of digital content with the help of its offshore Marketing team. It also started to successfully roll out campaigns that carry the company’s key messages, delivered through different channels and platforms.

5. Customer Service
Petcover increased its revenue capture and customer retention rates as its offshore customer service employees focused heavily on sales and retention efforts. The employees also helped achieve both sales targets and higher customer satisfaction ratings for the company.

6. Research and Development
The offshore Global R&D Manager played a significant role in accelerating the company’s growth through data-driven, innovative ideas that helped shape product development strategies, enhance policy offerings and improve overall business performance.

7. HR
The Learning and Development Officer helped Petcover identify the learning needs and create the necessary training programs to support the development of its global teams. It not only helped build workforce capability but also supported employee success across all regions.