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INTERNATIONAL BANK
Establishing a Design Authority to transform KYC operations
An international banking client facing regulatory sanctions had implemented stringent emergency measures during a large-scale KYC remediation project. While these measures ensured compliance, they were unsustainable, burdening the bank with costly, manual processes and frustrating their clients with excessive checks.
 
With escalating operational costs, customer attrition, and inefficiencies driven by unnecessary compliance flags, the client needed a more balanced and lasting solution as it prepared to return to business as usual.
 
  • Industry Segment Banking
  • Function
    Financial Crime / KYC
  • CORE CAPABILITIES
    KYC/CLM Transformation

Key outcomes delivered

  • Operational costs were reduced by streamlining KYC processes and minimising manual interventions.
  • Enhanced client experience and reduced friction have been achieved without compromising compliance.
  • KYC teams are able to respond faster and more effectively to business and customer demands.
 

 

Approach

The client had previously engaged a ‘big 4’ consultancy to define a customer lifecycle strategy, but turning that vision into a practical, scalable solution required more specialised expertise.

We established a Design Authority (DA) to lead the development of a robust Target Operating Model (TOM) for the client’s KYC operations, with the goal of transitioning to automation-enabled ‘Perpetual KYC’.

A Design Authority is a crucial cross-functional committee that guides major programmes from start to finish. It brings together key experts from all areas impacted by the programme—Operations, Compliance, Risk, Technology, Legal, and Sales—to ensure that every business and technical decision is both correct and fit for purpose. For this client, the DA not only provided ongoing assurance but also advised on critical aspects such as security, risk management, delivery methods, testing approaches, implementation strategies, and long-term maintenance.

Throughout the project, the DA ensured the solution remained aligned with the programme’s core principles and delivered an operating model that reduced costs, improved customer experience, and embedded best-in-class compliance practices.

By using agile methodologies and continuously aligning the project with the original design principles, we helped the client move beyond manual, unsustainable processes and towards a scalable, efficient KYC operation.

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The Successful outcome

The programme was successfully completed, delivering a clear and actionable TOM that today underpins the bank’s restructured KYC operations and serves as a foundation for organisational, cultural, and technological change, enabling operational teams and driving efficiencies.

The client is now well-positioned to maintain compliance without compromising commercial viability, ensuring a smoother, more sustainable return to business as usual.

Ready to streamline your KYC/CLM processes? 

Download our expert guide, SaaS isn't simple: A guide to successful KYC/CLM SaaS implementation, for free here.

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