Turning the tide: reengineering payment operations for faster, smarter banking
John Smith, Head of Payment Operations at a leading UK bank, was facing mounting delays, rising inefficiencies, and complex operational risks across the payments landscape. With limited tech access, fragmented processes, and the urgent need to scale a new offshore unit, he partnered with Infosys BPM to drive transformation. In just seven months, Infosys BPM trained and stabilised a high-performing offshore team that surpassed legacy benchmarks. Through structured training, predictive modeling, automation fixes, and quality enhancements, the initiative delivered faster turnaround, reduced escalations, and improved audit readiness—marking a milestone in operational excellence.
Approach summary:
- Access Management Streamlining
- Skill Matrix & QA Framework
- Continuous Improvement Plan (CIP)
- Automation & Exception Handling
- Infrastructure Enablement
Key benefits:
Improved Payment Processing Timelines.
86% to 98% SLA Adherence in 7 months 
Automation of Beneficiary Validation and ST&S.
AHT has been reduced from 35 mins to less than 10 mins
Faster Case Closure Rate.
5x improvement in TAT
Rapid Ramp-Up of Offshore Team. New team fully trained and operational in 4 weeks
Cost Saving & Operation Efficiency.
~28% FTE saving with 99% operational efficiency Request for services
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