Risk, Compliance and GovernanceRisk, Compliance and Governance

Risk, Compliance
and Governance

Mob_new-risk-compliance-and-governance-minMob_new-risk-compliance-and-governance-min

TechM BPS Risk, Compliance, and Governance practice supports our customers while navigating through complex regulatory norms such as GDPR, e-privacy, ECC, etc. We are working closely with our customers to help them with risk monitoring, measurement, and mitigation strategies across their end-to-end value chains. Our governance framework is helping companies address complex and multi-year projects, managing multiple stakeholder needs.

5Q Benchmarking
Consulting

TechM BPS Consulting team performs a comprehensive study to gauge a 360 degree view of customer experience. To get a comparative view we identify and benchmark performance against competitors/industry peers.

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Approach: Benchmarking study done across each customer touch points:

  • CSMM™ (customer satisfaction measurement matrix): Customer service analysis to study customer experience
  • IVR: Gauge effectiveness of IVR from a self-help and ease-of-use standpoint
  • Social media and other forums: Effectiveness of using social media from a query resolution and branding standpoint
  • Website: Study information, query resolution, and self-help perspective
  • Mobile Application: Analyze for user experience and convenience along with self-help evaluation. We identify best practices across the industry and give recommendations based on the gaps identified in the organization. Using this principle we have worked on projects entailing:
  • Process redesign for a leading telecom provider in Africa
  • Customer experience center transformation strategy formulation for a large US-based NGO
GDPR Consulting

GDPR
Consulting

GDPR mandates businesses to comply with the data protection rules and put the power back in the hands of citizens. We will help you transition better.

Read More...

What has changed?

  • More power to the regulators. There will be a new Supervisory Authority in every country (ICO in the UK) to monitor compliance, with a compulsory right to audit.
  • “Need for Consent” and “Right to Erasure” for the citizens.
  • Fines up to £20 million or up to 4% of group global turnover, whichever is higher.
  • A Data Protection Officer (DPO) role made mandatory for businesses employing more than 250 people.
  • Privacy to be introduced by Design (Data protection impact assessments DPIA) on all projects that touch personal data.

Here are three steps to get you prepared for GDPR

  • Collaborate with the right consulting partner to conduct a thorough risk assessment, understand what data privacy means for your business, and call out the biggest risk areas
  • Have the partner bring in a mix of Solicitors, Risk, Security and Data Privacy Professionals to come up with a well-thought solution and you start fixing what matters most
  • Develop a BAU plan with your partner to tackle all the small fires and continuous compliance
Global Risk

Global Risk, Compliance
and Governance

Traditional ‘silo’ approach towards GRC activities negatively impact operation costs, GRC metrics, and increase the risks to your organization resulting in a negative impact on the organizational levers of People, Processes, and Technology. TechMBPS’ Business Transformation Services (BTS) helps our customers achieve strategic objectives in a reliable and sustainable manner.

Read More...

Our services include:

  • Setting up enterprise GRC framework and function for maximum value creation and sustainable GRC related activities
  • IT GRC – Controls and Policy Library, Information Security, Technology Risk Assessment and Risk Register, and Information Security
  • Enterprise Risk Management
Change Management

Change Management
as a Service

While undertaking Change Management, it is important to factor in all business aspects that will be affected and extra support needs to be provided to ensure a smooth transition. Based on the magnitude of impact that change can have on business processes we have developed a change management framework.

Read More...

What does it achieve?

  • Assess and baseline the type and magnitude of change
  • Develop a comprehensive strategy to address the key barriers to large-scale change
  • Support in drafting key behaviors to be exhibited by management layers to expedite change
  • Arrive at key performance measures to track the progress of change
  • Support in arriving at a governance model for managing the change
  • Arrive at protocols to re-loop the learnings from change effectively into the program

We have undertaken several change management projects and helped clients achieve:

  • 45% reduction in repeat calls from customers
  • 23% improvement in net sales through business services operations
Transition Management

Transition
Management

A successful Transition Management project requires a smooth transition of operations, without disrupting service, and start delivering on the commercial aspect. We are helping customers achieve their business goals by ensuring service continuity and mitigating risks.

Read More...

Our achievements:

  • 15% reduction in operational cost for a major sports foundation
  • 25% reduction in maintenance effort for a financial regulatory body
  • 6% improvement in collections and 120% better agent productivity for an insurance major

5Q Benchmarking Consulting

TechM BPS Consulting team performs a comprehensive study to gauge a 360 degree view of customer experience. To get a comparative view we identify and benchmark performance against competitors/industry peers.

Read More...

Approach: Benchmarking study done across each customer touch points:

  • CSMM™ (customer satisfaction measurement matrix): Customer service analysis to study customer experience
  • IVR: Gauge effectiveness of IVR from a self-help and ease-of-use standpoint
  • Social media and other forums: Effectiveness of using social media from a query resolution and branding standpoint
  • Website: Study information, query resolution, and self-help perspective
  • Mobile Application: Analyze for user experience and convenience along with self-help evaluation We identify best practices across the industry and give recommendations based on the gaps identified in the organization. Using this principle we have worked on projects entailing:
  • Process redesign for a leading telecom provider in Africa
  • Customer experience center transformation strategy formulation for a large US-based NGO
GDPR Consulting

GDPR Consulting

GDPR mandates businesses to comply with the data protection rules and put the power back in the hands of citizens. We will help you transition better.

Read More...

What has changed?

  • More power to the regulators. There will be a new Supervisory Authority in every country (ICO in the UK) to monitor compliance, with a compulsory right to audit.
  • “Need for Consent” and “Right to Erasure” for the citizens.
  • Fines up to £20 million or up to 4% of group global turnover, whichever is higher.
  • A Data Protection Officer (DPO) role made mandatory for businesses employing more than 250 people.
  • Privacy to be introduced by Design (Data protection impact assessments DPIA) on all projects that touch personal data. And more.

Here are three steps to get you prepared for GDPR

  • Collaborate with the right consulting partner to conduct a thorough risk assessment, understand what data privacy means for your business, and call out the biggest risk areas
  • Have the partner bring in a mix of Solicitors, Risk, Security and Data Privacy Professionals to come up with a well-thought solution and you start fixing what matters most
  • Develop a BAU plan with your partner to tackle all the small fires and continuous compliance
Global Risk

Global Risk, Compliance and Governance

Traditional ‘silo’ approach towards GRC activities negatively impact operation costs, GRC metrics, and increase the risks to your organization resulting in a negative impact on the organizational levers of People, Processes, and Technology. TechMBPS’ Business Transformation Services (BTS) helps our customers achieve strategic objectives in a reliable and sustainable manner.

Read More...

Our services include:

  • Setting up enterprise GRC framework and function for maximum value creation and sustainable GRC related activities
  • IT GRC – Controls and Policy Library, Information Security, Technology Risk Assessment and Risk Register, and Information Security
  • Enterprise Risk Management
Change Management

Change Management as a Service

While undertaking Change Management, it is important to factor in all business aspects that will be affected and extra support needs to be provided to ensure a smooth transition. Based on the magnitude of impact that change can have on business processes we have developed a change management framework.

Read More...

What does it achieve?

  • Assess and baseline the type and magnitude of change
  • Develop a comprehensive strategy to address the key barriers to large-scale change
  • Support in drafting key behaviors to be exhibited by management layers to expedite change
  • Arrive at key performance measures to track the progress of change
  • Support in arriving at a governance model for managing the change
  • Arrive at protocols to re-loop the learnings from change effectively into the program

We have undertaken several change management projects and helped clients achieve:

  • 45% reduction in repeat calls from customers
  • 23% improvement in net sales through business services operations
Transition Management

Transition Management

A successful Transition Management project requires a smooth transition of operations, without disrupting service, and start delivering on the commercial aspect. We are helping customers achieve their business goals by ensuring service continuity and mitigating risks.

Read More...

Our achievements:

  • 15% reduction in operational cost for a major sports foundation
  • 25% reduction in maintenance effort for a financial regulatory body
  • 6% improvement in collections and 120% better agent productivity for an insurance major
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