BPO Compliance to meet Regulatory Obligations
Overview
To be compliant, the Client wanted to define a unique client reference base and process all (>100K) client alerts.
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Challenges
Given the volume of alerts to be processed, there was a need to build a large Task Force system to filter the alert stock in a relatively short period of time, constrained by regulatory obligations.
Solution
By combining a task force (47 analysts) with regulatory expertise (3 LAB/LAT experts on the platform), ACL was able to create a large system capable of processing more than 2,500 homonymous clean-up alerts every day.
Implementation of a pilot stage, led by experts to :
- Define the procedures and other modalities for handling alerts
- Creating the infrastructure to manage the strike force
Task Force implementation:
- Managing the distribution of alerts between analysts
- Identification of “lead analysts” in order to lead the teams
- Quality controls at 3 levels (Expert/Referent/cross-checking between analysts)
- Weekly progress monitoring committee
- Workflow to escalate proven alerts to Compliance referrers
Outcomes
- Minimized impact on the internal resources (people, general means) of the Client by efficient processing of alerts
- 40% reduction in processing time in only 4 months of activity with continuous improvement plan of operational efficiency
- 19 consultants
- 5+ years engagement
