The Challenge

Conduct an operational diagnostic to identify and quantify levers for creating additional capacity within the off-shored Payments investigations and processing functions for a UK based global bank.

What we did

Process observations, operator and management interviews, analysis of available MI, and an operational maturity assessment revealed opportunities around policy & process standardisation across global markets served and performance improvement benefits that could result from an operational excellence implementation and updated leadership & management system. We developed a comprehensive opportunity assessment and deployment plan for senior stakeholder approval.


9 month transformation programme successfully delivered across 4 locations in India and China, working with around 1,500 staff and delivering c30% increase in capacity.  Workstreams including Payments Processing and Investigations, Capacity Planning, and Operational Excellence were underpinned by a robust governance model ensuring stakeholders across multiple countries were an integral part of the transformation programme, and a communications plan that kept staff informed and engaged.

“My day is more structured”

“I can see an increase in performance”

“The team is more confident of meeting targets”

Various Team Leaders