What they needed

The client appointed Momenta to engage with the Bank’s customers and complete the remediation of over 400,000 cases within 12 weeks.

The project required the development of a comprehensive end-to-end operating model, including:

  • Processes and Procedures: Developing all necessary process documentation and associated training materials.
  • Frameworks: Design and implementation of Quality, Performance, Risk, and Change frameworks.
  • Risk-Based Prioritisation: Ensuring reviews were prioritised according to regulatory requirements and aligned with the Bank’s risk and policy standards.
  • Workflow Solutions: Designing and implementing a solution that allowed real-time performance reporting against Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).

How we helped

Resourcing Plan: Project required 450 resources over 8 weeks, with up to 95 personnel onboarded weekly. This included Analysts, QCs, SMEs, Trainers, Managers, and support staff.

Recruitment Process: Our recruitment and compliance teams diligently sourced and vetted high-calibre associates from our resource pool and the broader market. A thorough, tailored interview and assessment process guaranteed that all personnel were experts in their fields.

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.

The outcome

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 all populations within a 5 week period.

All cohorts of work remained on track for completion by the client’s December deadline, maintaining the agreed-upon quality and performance benchmarks.

The success of the project led to the Bank initiating discussions with Momenta for future collaboration.

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