Take IT services through regulatory and internal checks

Carry the request through outsourcing, security, legal and financial approval before award.

A business team requests a new or materially changed IT service from an external provider.

People in the process

PProcurementProcess Owner
TTechnologyParticipating Team
CComplianceParticipating Team
LLegalParticipating Team
FFinanceParticipating Team

Records it works with

Service scope and operating/data-flow description
Applicable outsourcing assessment, security and continuity review
Negotiated contract, commercial evaluation and delegation of authority

The process is a starting point.The standards are yours.

Configure for the bank or lender’s category, permissions and applicable RBI directions. Outsourcing, customer conduct, recovery and reporting controls use the institution’s approved interpretation and delegated authority.

Keep the work connected.

Customer Operations & Grievances

Resolve service complaints from the complete account record

Join the complaint, account events, prior replies and the responsible team’s explanation. Let the grievance officer approve correction or a reasoned response, with the resolution visible to the servicing team.

CBT

Customer Operations & Grievances

Prepare rejected cases for internal ombudsman review

Package the complaint, prior investigation, proposed rejection and supporting records for independent internal review where the entity meets its applicable framework. Preserve the reviewer’s decision before issuing the final response.

Customer Operations & Grievances

Investigate unauthorised transactions with a liability trail

Reconstruct reporting time, channel logs, authentication evidence and account postings for the bank’s authorised fraud and customer teams to determine liability and remediation under the applicable policy. Keep provisional and final credits traceable.

CPT

Explore all Banking & lending processes.

Order for the work. Room for the people.