Client Background

The client is a major BPO operation based in Colombo, delivering financial services processes for international clients, a specialisation where SLA performance directly affects client relationships and contract renewal. 

The Challenge

The operation needed an Operations Manager with specific financial services process management and SLA performance experience, not general BPO operations experience applied to a financial services context. Financial services BPO carries particular process and compliance demands, and a manager without direct experience in this specific process area risked service delivery gaps that could jeopardize client SLAs and, ultimately, the client relationship itself. 

The operation needed confidence that whoever was hired could step in and manage existing SLA commitments without a learning curve.