One of the largest financial services companies in the U.S. leverages Apex to support the transformation of its operations.
SITUATION
The business unit responsible for managing existing loan portfolios within a large mortgage bank required a team to manage and deliver a variety of technology and process projects. The first phase of this work required developing business and technical requirements for annual operational initiatives. This effort required researching existing operations, procedures, and workflows; requirements analysis; gap analysis; and overall project management of the project request process to streamline the technology project processes. The second phase required QA and testing, including test plans, use cases, test scripts, and user acceptance testing of the defined technology and process changes.
SOLUTION
We provided a team of project managers, business analysts, and testing consultants to gather business requirements, identify areas for process change, execute process change, and manage line-of-business activities for technology changes. The team also managed and executed QA processes and user acceptance testing (UAT) on behalf of the business unit, integrating with technical delivery teams. Over the course of 18 months, we supported our client’s operational transformation by providing the following:
- Strategic guidance for metrics and reporting
- Development of new processes and integrating them into existing workflow
- Development of business requirements documents for system enhancements
- Development of UAT test plans and scripts
- Test result reports
Tangible cost savings
RESULT
Streamlined process development and process re-design, managed within the line-of-business, allowed our client to effectively and efficiently engage with the technical delivery group, improving the response times for business-critical system and process changes in an agile manner within a rapidly changing business climate. Increased responsiveness and rapid turnaround times resulted in tangible cost savings, allowing more projects to be approved for development during the budget cycle. Additionally, the delivery unit’s enhanced responsiveness provided more effective support of the line of business that, in turn, generated customer-facing loan servicing efficiencies that allowed the bank to deliver on its commitment to better connectedness with its customer base.
