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Back Office
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analytics , overseeing databases and certifying data security .
• Facilities Management – To ensure the repairs and maintenance within the clubs and the corporate office .
• Finance , Accounting and Procurement – To manage financial transactions , reporting and procurement activities and ensure accurate records and compliance with accounting regulations .
• Human Resources – To oversee recruiting , orienting and implementing training programs for new hires . To oversee various employee-related tasks such as fostering company culture , managing performance , processing payroll and benefits administration and determining compensation .
• Information Technology ( IT ) – To manage the technological infrastructure of a company . It includes operating hardware and software and managing network security , data backup , security and recovery .
• Marketing – Tasked with carrying out marketing strategy and campaigns throughout the franchise .
• Operations Management – Responsible for executing vision and making sure the organization is operating at the highest PF standards across your portfolio .
• Real Estate and Lease Administration – To devise the real estate plan by locating and establishing new clubs while guaranteeing proper lease administration for the current portfolio .
• Strategy and Analytics – To create business strategies and long-term plans , oversee analytics and reporting functions , manage IT and implement process improvements .
The traditional back office is usually separated into two categories : administrative and member or customer support ,
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Littles shared . Administrative functions generally include human resources , payroll , accounting , finance , data management / information technology , procurement and compliance . Customer support tasks may consist of transaction and processing , account maintenance , member onboarding and dispute resolution .
Departments across ownership groups use software and tools to conduct business and leverage those assets to assist with operating the best back office possible , including :
• Adaptive Planning ( budgeting , forecasting and reporting )
• Alteryx ( large dataset analysis )
• Asana ( project management )
• Bloom Growth ( meeting scheduling )
• ConnectWise ( IT ticketing )
• Datatrak ( member-level data )
• Entrepreneurial Operating System ( EOS ) tools
• Impact Risk Partners ( investigative services )
• FitnessBI ( labor management through ABC )
• Five9 ( member support )
• HubSpot ( CRM )
• Intaact ( accounting )
• Listen360 ( member feedback )
• NetSuite ( accounting )
• Ninja ( patch management and software development )
• Placer . ai ( marketing , real estate and analytics )
• PowerBI ( Microsoft data visualization software )
• Projectmates ( construction )
• ServiceChannel ( for facilities management )
• SpendDymanics ( credit card and expense processing )
• Squarespace ( company website )
• Tango ( marketing , real estate and analytics )
• TeamUp ( company-wide business activity calendar )
• UKG ( HR , payroll )
• Visual Lease ( real estate )
• Workday ( HR , finance and planning functions )
• Woven ( employee data , facilities )
• Yooz ( accounting )
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An alternative to establishing a back office is outsourcing certain functions to a third party . Doing this can help reduce costs associated with hiring and training while having access to specialized experts . “ It also comes with improved efficiency as those tasks are delegated to a third party , which allows the internal team more time to focus on strategic tasks ,” Littles said . “ Mitigating risks is a key component of any business and outsourcing lowers the risk of exposure since third-party service providers tend to have robust systems to limit data security breaches and ensure compliance .”
Excel uses accountability charts , which are like organizational charts but detail individuals ’ roles and responsibilities in relation to one another . “ For Excel , this ensures clear pathways for decisionmaking around a wide range of topics and helps each team player understand how their work fits into the bigger picture ,” Ryan said .
Excel also hosts weekly “ Level 10 ” meetings – both as a leadership team and within individual departments . The agenda for Level 10 meetings includes discussing personal and professional bests over the past week ; reviewing key metrics and progress on quarterly priorities ; and a deep dive into issues affecting the business . “ This format enables us to be proactive about achieving our goals while giving space to hash out problems and define solutions with the key
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