After carefully analysing the financial impact of errors made as a result of the manual process, Sundaram Business Services implemented streamlined processes, including business process models. Leveraging the time difference, we took on the same-day reporting and reconciliation tasks. At times, we deployed our experienced team to work onsite, alongside the client’s team, to roll out the tax summaries, ensuring the client met their deadlines.

To monitor effectiveness and identify key risks, we used Failure Mode Effective Analysis through a structured learning management system. We also set up streamlined documentation systems and standard operating procedures and revisited them frequently to maintain efficiencies and ensure regulation compliance. Through a robust incident management system driven by the best practices of Six Sigma, Sundaram drove operational rigour and reviewed the people practice at every stage of the engagement. We also conducted regular systems health checks on all portals, applications, workflows and e-mail functions  – which became a daily feature that helped standardise operations.