OUR APPROACH
Our approach is collaborative. We work with our clients to help them achieve their goals by building upon their strengths using our knowledge and experience. We aim to understand the client's objectives first and supplement their knowledge of the businesses with our independent inputs and assessments. Our engagement can be at different levels, from joint project teams to joint steering groups to ensure our advice and deliverables are appropriate and that we secure staff engagement which is key to implementing a sustainable model.
We have experience of driving transformation in
Retail Banking covering contact center operations and a full range of back office operations that includes Account Opening , Servicing , secured and unsecured lending, Cards processesing Disputes and Chargeback
Business Banking covering Commercial Lending , Trade services, Cash Management
Insurance back office operations (General Insurance and P & C ) - contact center, policy servicing , claims processing , finance and accounting
Capital markets operations covering the entire life cycle - Trade processing , Reconciliation , Asset servicing , Pricing , Data Management covering all asset classes
the area of Financial Crime covering KYC, Transaction Monitoring and Screening, SARS
People : We work closely with the team to provide technical and management support to assist them in dealing with the constant change and conflicting priorities and help them drive superior performance. A core principle is to change mind-sets by focussing on how to improve a process constantly and make employees effective internal change agents;
Process: We assist in developing a culture of continuous improvement and work in close partnership with the team on the ground to identify bottlenecks, assess impact, evaluate opportunities for improvement and implement them. Our process focuses on identification and elimination of non value added tasks, automation opportunities and risk points with the aim to reduce manual touch points, average handling time and enhance client experience
Technology: Investment in the right technology (including Generative AI, Machine Learning , Robotic Process Automation) to automate processes can dramatically improve output. We provide assistance in identification of opportunities to maximise impact on performance, assistance in selecting the right solution and in its implementation;
Configuration : We assist in defining the distributed operating model and the appropriate governance framework to ensure that the onshore-offshsore framework is competitive, in line with the strengths of the specific organisation and effective in meeting the client needs
Ownership : Sustainable models are built only by ensuring that the ownership of each process is clearly defined with efficient hand-offs. We work closely with the team on the ground to do risk assessments, assist in ensuring that appropriate KPIs and KRIs are measured to ensure accountability and transparency in performance