A look at the history of KPMG Managed Services.
Managed Services began in 2011 when PPI exploded on to the scene. Working with compliance to resolve PPI challenges we were asked if we could build a managed service for banking clients to conduct ongoing remediations.
Working with our technology colleagues we developed our first beta client, setting up a small operation in Leeds and using BPM technology. The success of this led to us delivering a PPI solution for major retail bank for 485,000 customers in April 2012.
Leveraging what we had built in 2012 we began work on a know your customer (KYC) remediation of 24,000 investment banking clients for a major UK bank. At this time the firm moved to set up a dedicated Managed Services location. In 2015 we secured two more KYC engagements one of which is has been renewed for a third successive year.
At the start of 2016 Managed Services won two landmark engagements - a 300+ FTE operation for the remediation of mis-sold investment products for 17,000 customer cases and a service centre for Civil Service Learning handling queries, back office support and event management.
In 2017 we had multiple wins, including the launch of a PPI complaints centre for an insurer of retail store cards. Working alongside our restructuring team, Managed Services have also set up the operationa to remediate a large retailer's share compensation scheme. We are also helping a large bank conduct a client outreach programme ahead of the January 2018 implementation of MiFID II legislation.
Our dedicated and growing delivery team have a wealth of experience in turning a client’s challenge into a successful managed service.