Compliance & Regulatory
For this global leader in financial services, Confidence worked with almost a dozen Regulatory & Compliance associates across three teams to capture and document their processes.
Our frictionless capture method starts by simply recording our client’s subject matter experts as they walk through their processes. Covering Complaints Management, Privacy Incident Management, and OFAC Sanctions Screening, the final documentation was reviewed and tested with other team members to ensure precision. And, the resulting playbooks allowed our client to onboard new associates and cross-train them with relative ease.
- Substantial gaps in procedural documentation
- Inconsistent methods of execution across team
- Lack of visibility into commonly recurring issues
- Difficult and time-consuming to onboard new associates and cross-train them
- Team multi-tasks frequently throughout the day, making it hard to stay organized