With changes in technology and workforce, some components of back office operations are becoming less efficient and more dysfunctional. Departmental lines are redrawn and efficiency is at risk as technical systems are the last to be upgraded. The result is more workload on the back office workforce, which is already less equipped. Drawing on client experiences, the presenters will discuss the trends that are changing the back-office operations and how organizations need to adjust and fine-tune the processes, people and technologies to stay competitive.