Client On-Boarding - KYC Business Desk for a Leading Global Bank

In the given context, we find a case study of a leading US-based Global Bank that partnered with LTM to streamline their Level One client onboarding KYC (Know Your Customer) business and technology operations. The bank aimed to reduce costs by outsourcing these operations and establish a global horizontal team for business and technology operations. To achieve this, LTM implemented several optimization strategies, such as shift left, automation of user requests/NLP, and effective change management, following the Sun model. This approach ensured that the team could operate 24/7, providing continuous support to the bank's clients. One of the key solutions introduced was a KYC BOT farm, which was used to perform level one technology and business functions. These bots were monitored by a command center to ensure their efficient functioning. Automation of user requests was also facilitated through the use of NLP, allowing for a more seamless and efficient process. By implementing these solutions, the bank was able to significantly improve the productivity of its product operations and end-users. The Mean Time to Resolve (MTTR) was reduced by 30% to 40%, freeing up tower specialists to focus on their core area of KYC support. In summary, LTM helped the leading US-based Global Bank to optimize its Level One client onboarding KYC business and technology operations, resulting in improved productivity, reduced MTTR, and a more efficient use of resources. This partnership demonstrates LTM's expertise in digital transformation and its ability to deliver transformation at scale. For more information, interested parties can visit the LTM website at https://www.LTM.com/.