Case study

Delivering cost efficiencies and a faster rollout of a new KYC platform through strategic TOM and organisational design

Co-Founder & PartnerAl Catto

A major European bank had committed to implementing a new enterprise KYC platform, moving from two separate legacy KYC systems to one. But its operating model, governance and organisational design had not been aligned to support the change.

BeyondFS was brought in to design a Target Operating Model (TOM) that would get the most from the investment in the new platform, simplify how KYC work is done across countries and business areas, and support the bank's long-term efficiency goals.

Industry segment
European Bank
Function
KYC / Operations
Core capabilities
Target operating model design, Organisational design, Process and workflow design

Key outcomes delivered

A futureproof Target Operating Model: A single TOM replaced fragmented country processes, paving the way for the new KYC platform.
Measurable savings: Around 150 FTE (c.15%) of efficiency savings identified on top of existing targets, underpinning a clear path to the bank's 40% efficiency goal.
Efficiency through consolidation: Four business areas consolidated into two, removing an unnecessary management layer and improving accountability.
A faster rollout: Mobilisation of the new KYC platform accelerated, with the TOM and roadmap signed off by senior leadership.

Approach

A 12-week TOM design, built with the people who run it

BeyondFS launched a 12-week Target Operating Model design project, using our tried-and-tested methodology to align business strategy, operating model design and performance goals.

We started with a comprehensive current-state assessment across multiple geographies, mapping processes and roles to expose duplication and inefficiency. We then brought key stakeholders together for a three-day, in-person working session to play back our findings, agree design principles and make key decisions on organisational structure, process and performance management.

Key elements of the approach included:

A current-state assessment across multiple geographies, mapping processes and roles
A three-day in-person working session to agree design principles and key decisions with stakeholders
A new Target Operating Model built around cross-border and cross-business "virtual teams", so capacity can flex between countries
Simplified case routing and work allocation logic, defining clear ownership from intake through to completion and reducing handoffs and delay
An organisational design that consolidated business areas and removed an unnecessary management layer

The TOM and roadmap were presented to, and signed off by, the bank's senior leadership team.

Results

efficiency

0 FTE

c.15% savings identified on top of existing targets

consolidation

Business areas consolidated, removing a management layer

simplification

Onboarding process variations replaced by a single TOM

Outcome

A faster rollout and a clear path to the bank's efficiency target

Mobilisation of the bank's new digital KYC platform was accelerated, with the operation futureproofed by a new Target Operating Model and roadmap signed off by the senior leadership team.

By redesigning the operating model around flexible virtual teams, we identified approximately 150 FTE (c.15%) of efficiency savings on top of existing targets, supporting the bank's wider ambition to reduce department headcount by 40%.

The bank consolidated four business areas into two, removing an unnecessary management layer and improving accountability and span of control. BeyondFS was engaged to work with the bank on rolling out the new organisational design, reflecting its confidence in our approach and team.