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Getting the most from your operations

Firms are under increasing pressure to efficiently drive their operations. Finding alternative delivery models to reduce cost, satisfying the customer and regulator demands, and delivering quality outcomes are key aspects.

KPMG Managed Services brings the best of KPMG. Our specialist outsourcing offering takes on and runs your operational processes. From regulated and non-regulated remediation, to Customer Due Diligence (CDD) and complaints handling, we cover operations in all areas.

We combine tools and technology to drive cost efficiencies and solve client issues. Whether it’s the lack of a specific skillset in your workforce, the absence of premises, or capacity to stand up an operation due to legacy systems, we can help.

We have designed integrated solutions with operational and subject matter expertise. We use the best practices and technology that leverage data and leading proprietary and alliance partner technology to help deliver scalable, quality and cost-effective operations. Our hallmarks are incorporated into our delivery model which keeps you and your customers at the core.

Using our tried and tested, ‘mobilisation in a box’ approach, we can rapidly mobilise operations in a controlled and safe way, whilst delivering within tight deadlines. We can run them from our eight global delivery centres in the UK, as well as our delivery centres in India, America and Australia and have over 2,500 skilled resources within Managed Services.

With quality at the heart of our operations, you can be confident in receiving the best outcome, first time.

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How we can help

We have supported many banking and insurance clients through the pandemic, from helping them to deal with coronavirus loans processes, rapid stand up of 24/7 contact centres and support in running claims handling processes to manage backlogs of travel insurance claims. Our core services include:

  • Full remediation services (e.g. product or service reviews, Dear CEO letters and Section 166s) to enable the delivery of short-term regulatory programmes 
  • Customer Due Diligence remediation and ‘Know Your Customer’ rolling reviews typically running over three to five years
  • Complaint handling and end to end customer resolutions operations including contact centres and customer outreach programmes 
  • Claims handling – From taking on the end to end claims to support with spikes in claims and BAU, to providing components of the process 
  • Controls Transformation – navigating regulations including Sarbanes Oxley (SOx), GDPR, TCFD (Task Force on Climate-related Financial Disclosures) and the UK Corporate Governance Code to deliver successful controls transformation to achieve a robust and sustainable control environment and establishing an assurance framework to monitor your control environment.
  • Learning Managed Services - high quality, bespoke training to help deliver your learning and development requirements, underpinned by a service centre helping to provide exceptional event co-ordination and customer support.

Keeping you in the driver’s seat

Our operations are based on several key elements. We replicate these across engagements to help ensure quality outcomes, from the operational design stage to mobilisation and BAU delivery.

  • Operational design – we discuss your challenges and requirements to design an effective service.
  • Technology – we assess and offer you technology approaches best suited to your engagement and can tailor cloud-based technology solutions. We embed proprietary KPMG technology and automation into our operations, leverage our Alliance partners and can also offer access to your systems remotely and securely, if required.
  • Data security – we implement industry standard data security processes. Recorded data doesn’t leave the KPMG UK network and the EU. Only the resources screened for the engagement can access it. 
  • Operational experts – we recruit people with operational backgrounds who bring with them a breadth of domain experience. We utilise a flexible resourcing model that allows us to quickly scale.
  • Quality control – we have a robust, mature control and quality framework with a calibrated QC/QA model. Our SMEs are embedded within the operation to drive Policy understanding and quality on the floor. 
  • Management information – monthly meetings to review progress, where we provide comprehensive reporting and insight to support your decision making.
  • Quality assurance throughout – we liaise closely with your QA teams, agree upon a sampling methodology and participate in quality calibration and policy clarification sessions.