Modern Complaints Management

Consumer complaint programs within retail banking have historically served a siloed, risk and compliance objective that is supported by labor-intensive and reactive processes.  

We believe banks that re-think and re-imagine complaint management programs with a broader lens can create dynamic programs that unlock the untapped value of complaints and serve as catalysts for positive organisational changes combined with new insights.

Modern Complaints Management Programs should strive to:

• Maintain a relentless focus on the consumer
• Ensure regulatory compliance while expanding the organization's impact and outcomes
• Become a transparent and informative partner with the business
• Convert reactive processes and programs to be more proactive
• Embrace emerging technologies such as generative AI and predictive analytics
• Aggressively address outdated, manual processes
• Develop and maintain a fit-for-purpose program

• Meeting Compliance Standards - Meet, and where possible, exceed regulatory compliance requirements
• Customer-Centric Focus - Remain hyper-focused on customer experience and outcomes
• Legacy Process Innovation - Drive operational excellence by re-imagining and re-designing inefficient and costly legacy processes
• Embedding Forward-Thinking Processes - Introduce proactive and predictive processes into the program
• Collaborative Integration - Integrate and partner with the broader organization to drive positive, data-driven decisions and outcomes
• Leverage Complaint Data for Strategic Value - Strive to unlock the value within your complaint data through insights and analysis

Sia Partners can provide end-to-end support for complaint management initiatives through assessment design, build, organizational change and implementation solutions.

We provide support across the management areas below:   

• Risk and Compliance Remediation
  • Integrating Controls into the process
    • Example: Setting up a validation workflow
• Technology and Platform Enhancements
  • Evolution of one or more information systems to optimize controls
    • Example: Reporting with additional flags
• Artificial Intelligence and Smart Automation
  • Use of an RPA model to automate the repetitive tasks required for controls 
    • Example: Automatic routing of complaints based on business rules
• Reporting Analytics & Business Intelligence
  • Proposal of a generative AI model for unstructured, disparate data with optimized data extraction and analysis
    • Example: Create custom reports with appropriate granularity to identify trends to create an actionable strategy
• Enhanced Complaint Management Maturity
  • Centralization of controls with a moderate workload, which requires cross-functional data and is suitable for grouping by sample and risk
    • Example: Take charge of control on behalf of several entities
• Organizational and Operating Model Assessment & Design
  • ​​​​​​​Provide a comprehensive assessment of current organizational and operating models resulting in the optimization of these models through a customized design and implementation
    • Example: Recommendations for structural and procedural enhancements to streamline the complaints management process