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.
Result
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”