Client:
Global Financial Services Provider
Problem Statement:
Fragmented 300+ FTE function processing 80K+ complex cases p.a.
High cost-to-serve, inconsistent onboarding, limited scalability.
No robust model for demand volatility.
Our Involvement:
Established end-to-end change and transformation programme.
Shifted governance model from waterfall to iterative delivery.
Introduced BI and predictive intelligence to preempt demand spikes.
Led strategic overhaul across process, technology and workforce.
Impact:
€5M+ efficiency gains identified; 30+ FTEs released to higher-value roles.
Onboarding redesigned, with 10+ overlaps removed and time to trade cut by >24h.
5× better agility when faced with demand spike, enabled by accurate early warnings.