Supporting a global bank with managed services process capabilities

SITUATION

Examination and insight were needed for a large global bank’s managed services strategy and process to identify potential critical gaps.

SOLUTION

The global bank engaged The Alta Group to review a draft strategy document to support managed services programs and transactions. The strategic document review focused on gaps in key areas. Alta reviewed processes related to individual transactions vs. programmatic support, performance risk mitigation related to underlying service provider history and subcontractor reliance on software application providers, risk recourse implications to vendors and the bank. In addition, Alta clarified roles and responsibilities to manage customer expectations and reviewed capabilities related to complex variable billing requirements.