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1 Customer

  • Leading Top 20 U.S. Regional Bank

2 Business Situation

  • Client wanted to improve service levels, manage costs and increase process efficiency
  • Challenges across business lines:
    • Processing backlogs in Check Services
    • Quality issues in Mortgage Loan Closing
    • Error in processing lockbox

3 Solutioning

  • Re-engineered processes and recommended system automation
  • Multi-phase, multi-location plan for outsourcing resulting from SmartTrans Assessment

4 Execution

  • Shadow resourcing/ cross training methodology
  • Multiple six sigma projects for continuous process improvements
  • Performance dashboards for constant monitoring and communication

5 Value Delivered

Cumulative savings of $75 million over a 5 year period (40% of onshore cost)
Integrated IT & BPO solutions, continuous process improvements
Quality score above 99% for most of the processes

It has been a pleasure to work with SLK. Would definitely recommend them … to help save money and to allow your current workforce to focus on more value added functions

Vice President, Commercial Operations

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