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What Accenture did

Managed service model

  • Transfer of a number of bank professionals to a NewCo owned by Accenture across multiple locations.
  • Upskill employees on new ways of working and systems.

Global productivity hub

  • New foundation for responsive operations that includes a control framework, automation identification tools, operational analytics, key risk indicators (KRIs) and volume forecasting tools.

Process tracking system

  • Measures progress against several key performance and risk indicators, providing insight into the time it takes to process requests, as well as the quality of the service provided.
  • Enables effective work orchestration between robots and people, including a “work allocation engine” and workflow management tools.

Automation and digital tools

  • Data entry and document controls for contacts and credit requests.
  • Backup system identifies invalid transactions, alerting experts and helping them resolve issues quickly.

Accenture collaborated with the bank to establish a streamlined, efficient governance model that monitors, modifies and improves processes over time.

People and culture

Value delivered


Cut operational losses due to data entry errors, incorrect payments, incorrect conformity check to zero, and reduced total cost of operations by 20-30%—ensuring business sustainability.


Made sure 98% of processes use advanced key performance indicators (KPIs) and analytics—improving service speed and quality and increasing visibility into banking operations process performance.


Increased the conformity collateral rate by 30% in the area of credit risk–improving due diligence, recovery percentages and decreasing non-performing assets (NPAs).


Completed anti-money laundering (AML) legal investigations 100% on time—providing essential support and relevant documents to fiscal authorities.

SynOps: The catalyst for innovation

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