The client appointed Momenta to engage with the Bank’s customers and complete the remediation of over 200,000 cases within 12 weeks. The project required the development of a comprehensive end-to-end operating model.
This included the development of all processes & procedures with associated training materials, the design of a risk-based strategy to align with regulatory & policy standards, as well as the implementation of a workflow solution that allowed real-time performance reporting against Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
Resourcing Plan: The Project required 450 resources across 15 roles over 8 weeks, with up to 95 personnel onboarded weekly, with a thorough, tailored interview and assessment process guaranteeing high quality resource.
Training & Accreditation: A comprehensive training & accreditation programme was designed & delivered by our SMEs.
Governance & Controls: Momenta implemented comprehensive controls and risk management processes, alongside a governance framework, to ensure continuous robust and effective programme management.
Operational Oversight: Momenta deployed a highly experienced operational management team to oversee training, accreditation, quality standards and production.
Momenta successfully delivered 450 qualified resources in 8 weeks meeting 100% delivery across all planned intakes.
Processes, Procedures & Training material was developed and signed off for 7 different cohort populations within a 5-week period.
All cohorts of work were completed in line with the client’s regulatory deadline, maintaining a 95% Quality score across all internal & external assurance.
A leading UK retail bank required urgent support in building training capability for a large-scale financial crime remediation project.
The client, a UK finance provider, needed complaints and collections agents to support their arrears team dealing with a backlog of complaints and increased call volumes.
An Australian Big 4 Bank experienced an increased need to engage with clients needing support due to challenging personal financial circumstances.