I changed the KYC procedure to align this to the Global Policy and Standards and local regulations.  This would have the potential to impact the customer negatively by increasing the complexity and increase the Customer involvement and their time.

My aim was to keep this as slick and user friendly as possible by creating a KYC process that is focused on the ease of use by the business (First Line of Defense) and also to minimise  the time demanded from the customers by reducing form filling.

I stepped over the line (not done in any other region as ‘out of programme scope’) to get more involved in how the business would actively implement the new procedure and in particular the interaction with the customer.   The new process put more onus on the bank KYC team rather than the customer by:

1. re-using a lot of pre-existing information (pre-filling forms for ‘existing’ customers (subsidiaries etc. and information already obtained what the RM had already gathered.)
2. I worked with my teams and the RMs to create an easy to use check list for the first line business

• Avoided duplicate questions/info
• Ensured no need to go back to the customer to asked for missed information
• Increased the quality of the data ‘first time right’

The new process and form filling was adopted EMEA wide (not just MBE)

• customer experience
• business and it operational processes

• Process Effectiveness & Automation