The challenge
Amidst a series of high-profile banking collapses, our client emerged as the institution of choice for affected customers, owing to its size and long-standing reputation.
This sudden influx of customers placed a significant burden on our client’s global KYC teams, necessitating urgent action to manage the escalating caseload of approximately 1,600 cases.
Actions and outcomes
emagine devised a strategic Bestshore Managed Services KYC assignment plan to address the challenge.
Key actions included:
- Meticulously selecting and deploying a team of experts, each equipped with the necessary skills tailored to the specific needs of banking entities, including both bank and securities sectors.
- Providing comprehensive training and development programs, supported by our team leads and client collaboration, to ensure adherence to best practices.
- Implementing a seamless end-to-end case management process, inclusive of proactive outreach initiatives.
- Furnishing robust Management Information (MI) systems and regular service delivery management to support delivery managers.
Delivery
In a swift turnaround, emagine partnered with our client to assemble KYC experts divided into two teams within a mere two-week period. Each team was meticulously led to ensure daily operations and maintain stringent quality control standards.
Our dedicated Service Delivery Team provided unwavering support throughout, minimizing management overhead and ensuring transparency in workload metrics and velocity.
Through close collaboration with our client, emagine swiftly responded to the challenge, delivering tangible value within the same two-week timeframe. Teams were efficiently onboarded, trained, and operational within just five days of initiation, showcasing our commitment to rapid and effective solutions.
Conclusions
In conclusion, emagine’s collaboration with our banking client exemplifies the agility and efficacy of Bestshore Managed Services in addressing critical operational challenges.
Faced with a sudden surge in caseload due to high-profile banking collapses, our client urgently required a solution to manage approximately 1,600 cases.
Through strategic planning and rapid deployment, emagine assembled specialized teams equipped with tailored skills to tackle the unique needs of banking entities. Comprehensive training programs, proactive outreach initiatives, and robust management systems were swiftly implemented to ensure seamless end-to-end case management.
With unwavering support from our dedicated Service Delivery Team, we minimized management overhead and maintained stringent quality control standards throughout the process.
Within just two weeks, emagine successfully onboarded, trained, and operationalized the teams, delivering tangible value and alleviating the client’s caseload backlog. This partnership underscores our commitment to rapid response and effective solutions in supporting our clients’ evolving needs in the banking sector.
