Strategy Consulting
PWC
Full Credential Description
A large North American financial institution faced significant challenges with its know-your-customer (KYC) operations, including declining work quality, lagging productivity, and lengthy customer onboarding timelines. These issues resulted in the front office relying on late and inaccurate files, which negatively impacted customer experiences. Additionally, the operational demands placed on management, such as increased quality control reviews and contractor oversight, hindered their ability to focus on strategic initiatives and customer service. In response to these challenges, new leadership in the customer services function initiated a comprehensive reevaluation of the KYC operations, aiming to simplify the delivery model, enhance output quality and speed, manage costs, and improve customer experiences. To address these needs, our financial crime solutions practice conducted a three-month discovery review to assess the current state of the KYC operations and identify opportunities