The bank is a major global financial services provider engaged in retail banking, credit cards, corporate and investment banking and wealth management.
Case Study
Back Office 24 x7 Support Centre for Global Operations
The solution
Challenge
- Bank decided to relocate its global support centre from UK to Singapore
- While the announcement was made by the bank, the plan to relocate faced headwinds due to some internal mechanism.
- Bank had a non-negotiable deadline to go-live in Singapore, with very aggressive timelines.
- The Global Support Centre based out of Singapore was to run on a 24×7 basis.
Services/Solutions Offered
- Optimum set up a ODC in Singapore and onboarded core team of 25 with a lead time of 4 weeks.
- The peak size of the ODC was 180 resources.
- Bank and Optimum SMEs worked closely to ensure that the necessary infrastructure was set-up.
- The ODC had to go through a security audit and clearance from Bank before Go-Live.
- The activities managed in the ODC were:
- 24X7 Level 1 Global Support Centre
- 24X5 Global Tech Admin
- Optimum’s leads were responsible for ensuring adherence to SLAs as well as take care of rota for resources.
- After 16 quarters, the ODC was transferred to Bank, including all the infrastructure and 160+ resources.
Benefits Realized
Bank was able to achieve its strategy of relocating its services from UK to Singapore
Bank realized a cost advantage of having services delivered out of Singapore.
The ODC was transferred back to Bank ensuring there was “0” downtime.
Founded in 1997, Optimum is a full-spectrum IT services and solutions company whose mission is to “Empower Business with Technology.”
© Optimum Solutions (S) Pte. Ltd.
Kindly fill in the form and we shall get back to you.
Kindly fill in the form and we shall get back to you.
