The Challenge

Fragmented customer journey and lack of channel integration; high volumes of customer contact through traditional channels

The Solution

We implemented a comprehensive CX re-engineering including channel resolution assessment, digital asset diagnostics, and feasibility assessment of digital accelerators.

The Outcomes

• 15-20% increase in digital containment
• 19-30% reduction in customer contact

The Challenge

Silo-based operations across diverse financial crime teams and inconsistent investigation procedures with a disjointed view on fraud and AML events

The Solution

We consolidated investigation operations through organization structure redesign, creating a CoE for Data Sciences & Fraud Analytics and a financial crime management architecture, and introduced functional redistribution between prevention, detection and response tasks.

The Outcomes

• Enhanced process controls through clear segregation of duties between first and second line of defense
• Better insights through access to 360-degree view on customers and transactions across fraud & AML cases

The Challenge

Deficient controls across accounting processes

The Solution

We participated in design testing walkthrough with the client process owners, control owners, performed control testing for different test phases like Design Implementation Effectiveness Testing (DIET), Interim and roll forward, and reported deficiencies to the process team, working with control owners to remediate the controls.

The Outcomes

• ~20% reduction in testing time per control compared to the industry average
• Strengthened operations across Finance and accounting through revamped controls