Delivering a Complex Banking Implementation
Summary
A leading U.S. national bank partnered with KM² Solutions to establish five specialized back-office lines of business. Through dedicated Client Services oversight, close collaboration, and an adapted implementation model, KM² delivered a coordinated rollout while addressing complex technology and security requirements. Initial production launches across all five of these functions were phased over approximately three weeks, accompanied by strong early retention. The relationship subsequently expanded to include voice collections, with continued staffing growth and strong productivity and quality results.
The Challenge
The client needed a partner capable of establishing five specialized back-office functions in parallel, each with distinct staffing, training, and system requirements. The implementation also required close coordination with the client’s technology and security teams.
Key requirements included:
- Preparing multiple teams for closely sequenced launches
- Establishing a dedicated clean-room environment with strict physical access controls
- Configuring secure connectivity and controlled access to client systems
- Coordinating credentials, onboarding, and overlapping training schedules
The Solution
KM² assigned two dedicated Client Services representatives to oversee the implementation, coordinating closely with the client and KM²’s recruitment, training, technology, and operations teams. The approach included:
- Parallel preparation: Joint planning and regular reviews kept staffing, secure connectivity, and clean-room preparation moving together.
- Client-led training: The client’s own trainers led functional training, supported by KM². Their involvement helped build ownership and belonging among new employees, supporting retention during implementation.
- Phased production launches: KM² coordinated onboarding and training around each function’s requirements, with teams progressing through supervised nesting before entering production.
Initial production launches phased over approximately three weeks:
Relative timing between initial production launches across the five functions
The Results
Initial production launches across all five functions were phased over approximately three weeks. Strong early retention accompanied the rollout, with average attrition of 1.23% during the first 30 days in production across the back-office launch groups and only two departures reported across the initial and subsequent launches.
The engagement grew from 80 to 175 agents, more than doubling in size as the relationship expanded into additional lines of business, including voice collections.
Retention, growth, and operating performance:
Attrition reflects the average of reported launch-group rates; the two departures cover initial and subsequent back-office launches. Performance figures are selected monthly results and are rounded. Productivity is measured in units worked per hour.
Why It Matters
Speed to market in banking requires bringing people, technology, and security requirements together. This engagement demonstrates how dedicated Client Services oversight, close client collaboration, and an adapted implementation approach can bring multiple specialized functions into production.
The subsequent expansion and operating results show how a well-managed implementation can provide a foundation for a broader, growing partnership.
About KM² Solutions
KM² Solutions is an award-winning BPO with over two decades of experience operating an exclusively nearshore strategy throughout the Caribbean and Latin America. The company provides clients with a host of outsourcing solutions, including customer care, receivables management, technical support, sales & marketing, data analytics, and back-office processing. KM² Solutions maintains PCI DSS compliance, completes an annual SOC 2 audit, and has a Compliance Management System that aligns with the FDIC.
