Project Management & Organisational Transformation

Business Case: Banking Industry - Leader Group

BUSINESS CASES

Monica Montout

7/14/20232 min read

KEY OBJECTIVES:

The KYC (Know Your Customer) process improvement aims to bring about organizational transformation.

The process is divided into four phases and corresponding roles to enhance efficiency and effectiveness.

  1. The first phase is Allocation, where tasks and responsibilities are assigned to the relevant team members.

  2. The second phase is Collect, where the required information and documents from the customers are gathered.

  3. In the third phase, Analysis, the collected data is thoroughly examined and assessed to ensure compliance and accuracy

  4. Finally, in the Validation phase, the results of the analysis are verified and validated. This revamped KYC process allows for a streamlined and structured approach, leading to better customer understanding and risk management.

MISSION

Full-time consultant within the customer office during 1 year

  • Headed up a Task Force of 116 consultants.

  • Led, trained and motivated 10 team leaders & 1 PMO.

  • Served as primary customer contact.

  • Developed, innovated and implemented the operational excellence strategy.

  • Worked with HQ to organize company events, team-building activities

APPROACHES & KEY COMPETENCIES

  • Operational Strategy

  • Team Management

  • Six Sigma & Kanban Methodologies

ONBOARDING

  • Increase of the Task Force within 3 months from 55 to 116 consultants

  • Ran our consultants’ “on and off boarding.”

  • Reported to the customer and Technical Director.

  • Worked with HQ to organize company events, workshops and team-building activities

ACTION TAKEN

Step 1 : Management role

  • Defined the role of the 105 consultants regards to the split of the KYC process

Step 2 : Build & share a comitology

  • Defined & led the instances per typology (morning, weekly & monthly meeting)

  • Led advisory committees with operational actors to brainstorm all possible hypothesis and expose them to the client

Step 3 : Organisational mapping

  • Workshops with consultants including customer teams

Step 4 : Change Management

  • Users were directly included from the Project kick-off

  • Communication during all project phasis (Key Achievements, Next steps & Results)

  • Training Session: Ensure that all consultants were well trained to handle the new process

  • Workshops with consultants including customer teams

POTENTIAL RISKS

  • Ensure the ramp-up and down to meet the cost target

  • Provide high-skilled consultants

  • Meet absolutely the goal at 93% of case processing regards to the contract signed

SOLUTION TOOLS

  • SharePoint

  • Dedicated KYC tools which the ownership is the Bank Leader

KEY PERFORMANCE MEASURES

  • Evaluated & improved KPI-based performances.

► Track records: 93,5% of case processing (+7,300 folders)

CUSTOMER BENEFICES

  • Outsourcing offer while internal budget is no available

  • Providing high quality consultancy services

  • Internalizing & hiring consultants already trained to bank employees