Restoring Fraud Operations Excellence in a Mid-Sized Bank

Bridgeforce partnered with a leading UK challenger bank to restore service levels in fraud operations, overcoming resource gaps, process inefficiencies, and surging fraud volumes. Within three months, our client met and exceeded critical SLAs, reduced case backlogs, and built a resilient, future-ready operating model.

Empowering a Bank to Overcome Operational Crisis

A dynamic, mid-sized UK bank found itself facing mounting challenges in its fraud operations. Surging call and fraud case volumes, insufficient training, manual processes, and limited management oversight led to repeated breaches of service level agreements (SLAs) and regulatory requirements.

The bank’s leadership recognized that restoring operational excellence demanded focused, expert intervention.

Bridgeforce was engaged due to a longstanding, trusted relationship and a proven track record of execution-focused delivery. Our client specifically requested, Lynne Cox, a Bridgeforce project manager known for driving rapid, sustainable results.

Strategic Interventions to Restore and Future-Proof Fraud Operations

Our approach was both tactical and strategic, combining immediate remediation with long-term resilience-building:

• Management Information (MI) Overhaul: Defined and implemented a suite of transparent MI requirements, enabling real-time tracking of performance against SLAs.
• Resource and Training Uplift: Identified and filled resource gaps through targeted recruitment, temporary re-deployment, and comprehensive training programs.
• Process Review and Prioritization: Conducted a detailed review of all fraud processes, prioritized high-risk areas, and implemented rapid improvements to bring critical cohorts back into service.
• Operational Model Redesign: Developed a roadmap of short-, medium-, and long-term enhancements, including cross-skilling, flexible resourcing models, and new capacity planning tools.
• Collaboration and Change Management: Worked closely with client teams through 20+ working sessions, ensuring buy-in and knowledge transfer at every stage.

Quantifiable Gains and Sustainable Performance

By working with Bridgeforce, our client achieved business-critical benefits:

• SLA Recovery Ahead of Schedule: Fraud operations returned to SLA compliance within three months, surpassing the original four- to six-month forecast.
• Telephony SLA Improvement: Call answer rates increased from 75% to 85%, meeting and sustaining the 85% SLA target.
• Backlog Reduction: Victim cases exceeding 15 days dropped from over 100 to fewer than 15, achieving the “95% within 15 days” SLA.
• Queue Management: Reduced from 30+ work queues operating outside SLA to zero in just three months.
• Resilience and Flexibility: Established a sustainable operating model, with enhanced controls, cross-skilling, and capacity planning to handle future volatility.

Turning Challenges into Opportunities for Growth

The project was not without obstacles. Key roadblocks included:

• Lack of Reliable MI: Initially, the absence of automated MI hindered decision-making. Bridgeforce addressed this by building a full suite of manual MI, later migrating to automated solutions.
• Resource Constraints: Short-term resource shortages were mitigated through recruitment, temporary reassignment, and process redesign, ensuring critical activities remained in service.
• Volatility in Demand: Surges in call and fraud case volumes required the development of flexible resourcing models and multi-skilling to maintain service levels.

Bridgeforce and our client worked hand-in-hand, adapting strategies and maintaining open communication to overcome each challenge.

A Blueprint for Sustainable Fraud Operations Transformation

Bridgeforce’s hands-on, data-driven approach helps banks rapidly recover from operational crises and build lasting resilience. By combining deep industry expertise with collaborative execution, we empower you to become the hero of your own transformation story.

Ready to Transform Your Fraud Operations?

Contact us today to discover how we can help your organization achieve operational excellence and future-proof your business.

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