Case study | 4 mins read
eClerx partnered with a leading European multinational bank to transform Know Your Customer (KYC) operations across its corporate and investment banking business. The engagement combined operating model redesign, global delivery, and technology modernization, embedding Agentic AI into client lifecycle management (CLM).
The program supports more than 21,000 onboarding and periodic review cases annually, with 450+ FCC-certified professionals delivering quality of 95%+ across work streams. Our advisory-led initiative delivered more than $4 million in annual savings.
The challenge
The bank’s KYC operations relied on fragmented onboarding and review workflows, manual handoffs, and inconsistent ways of working across locations. Without a global playbook, teams faced rework and inconsistent risk decisions, while reliance on multiple staffing providers created fragmented accountability and high coordination costs.
These operational challenges were compounded by disconnected data and technology. Duplicate client and account records prevented a unified client view, and limited integration across platforms increased reconciliation effort and regulatory and audit exposure. The existing CLM platform left teams heavily dependent on manual work, contributing to long cycle times, high error rates, and limited capacity to absorb peak demand.
The bank needed a coordinated transformation that addressed how work was organized, how controls were applied, and how client information moved across the enterprise.
Our strategy
eClerx developed an integrated approach linking the bank’s operating model to its data and technology foundations. The work addressed four connected priorities.
1. Defining the operating model and transformation roadmap
eClerx’s FCC Advisory team designed a target operating model spanning people, process, technology, policy, and data. A phased roadmap established clear ownership, milestones, and transition performance measures. The team also identified KYC compliance cost reduction opportunities, with a plan to reinvest savings in operational efficiency, client experience, and risk improvements.
2. Building consistent global delivery and oversight
The delivery model brought together multilingual teams across India, Spain, Peru, and the UK, aligned to client time zones. Professionals averaged four years of experience, with 100% FCC certification and training through eClerx’s in-house academy. An 80/20 offshore-to-onshore mix and a 75/25 outsourced-to-retained split balanced cost efficiency with control and proximity to the client.
Standardized policies supported consistent execution across locations. A Control Tower provided supervisory checks, outreach governance, and end-to-end oversight, supported by real-time service-level tracking and risk dashboards for proactive escalation. Dedicated subject matter experts and quality assurance teams, alongside independent quality testing, helped sustain delivery standards as volumes and regulatory requirements evolved.
3. Connecting workflows and establishing a unified client record
eClerx introduced orchestration across KYC, Legal, Credit, and Client Data Management, providing real-time visibility into cases across the lifecycle. A redesigned client master integrated with more than 50 downstream systems through APIs, establishing a single source of truth for client information.eClerx introduced orchestration across KYC, Legal, Credit, and Client Data Management, providing real-time visibility into cases across the lifecycle. A redesigned client master integrated with more than 50 downstream systems through APIs, establishing a single source of truth for client information.
This architecture eliminated duplicate records and enabled information reuse. Real-time data flows reduced manual reconciliation and helped address the regulatory and audit exposure associated with fragmented info.
4. Embedding Agentic AI into data collection and review preparation
The EDOS agentic framework connected more than 650 external data sources with the CLM environment through a single API, as the AI toolkit supported entity resolution, doc digitization, translation, and client profiling.
Digitization covered more than 150 document types across over 60 languages, reducing manual reading and rekeying. This reduced dependence on repetitive work and allowed analysts to focus on judgment-based activities.
The results
The transformation established a global delivery model supported by integrated data, stronger oversight, and AI-enabled workflows:
- $4M+ in annual savings
- 95%+ quality across work streams
- 21K+ KYC cases processed annually
- 450+ FCC-certified delivery experts
- 650+ external data sources automated
- 150+ document types digitized across 60+ languages
- 12+ BUs mapped while navigating requirements
- 50+ systems integrated with a custom client master
By aligning delivery with a unified tech and data foundation, we helped build a scalable and controlled approach to CLM. Standardized execution and integrated oversight strengthened consistency, while Agentic AI and automation accommodated future volumes and regulatory change.
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