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Ensuring Operational Stability with IDAaaS in agree21 Banks
With a structured process model, Fincon Reply supports cooperative banks in stabilising data management processes, reducing backlogs, and integrating new employees into productive roles more rapidly.
The scenario
Data Management at the Interface Between Specialist Knowledge and IT Expertise
Large and medium-sized cooperative banks operating within the agree21 ecosystem often face a combination of challenges in the area of data management. High staff turnover exacerbates a steadily growing operational backlog. At the same time, new employees must be trained swiftly, while fresh tickets and evaluation requests continue to accumulate.
Frequently, existing staff possess the necessary subject-matter expertise, yet lack the IT proficiency to implement it effectively. Conversely, newly recruited external specialists may bring technical expertise but often lack banking knowledge and familiarity with the specificities of the agree21 environment.
The challenge
Maintaining Quality Amid Backlogs and Staff Turnover Backlog and fluctuation
In such a dynamic environment, a structured approach is essential to ensure long-term quality in data processing. What is required is a targeted programme of knowledge development that bridges banking and technical expertise, alongside the efficient onboarding of new staff. Complicating matters further are backlogs consisting of several hundred tickets, which must be processed in parallel with training. This often exposes shortcomings in data handling and a lack of clear prioritisation and processing protocols. To address this, Fincon Reply’s agree21 experts have developed a dedicated process model, supplemented by capacity services.
The solution
Structured Onboarding and Implementation Framework
Fincon Reply has devised a structured onboarding and implementation framework that delivers both immediate relief and long-term process reliability. The process begins with a structural analysis, clarifying the distribution of tasks and role requirements. This enables precise prioritisation of backlogs and tickets – for instance, by customer impact, revenue potential, or decision-making relevance. A modular onboarding plan ensures the rapid integration of new team members. Initial training is followed by practical learning phases grounded in best practices, enabling new employees to assume responsibility for tasks within a short period. Tasks are transferred step by step, supported by ongoing quality assurance, striking a balance between immediate operational relief and long-term capability building. Clearly defined processes and regular coordination further reinforce operational stability and quality.
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The implementation
Analysis | Qualification | Quality Assurance
Fincon Reply’s project methodology is structured into three key phases:
Structured Onboarding
Following an analysis phase, role profiles are defined, and a modular training plan is developed. New employees receive a brief theoretical introduction followed by a supervised practical phase. Standardised and well-documented processes enable rapid productivity.
Operational Efficiency and Quality
A clear prioritisation framework ensures efficient ticket handling. Regular coordination meetings allow for the resolution of open questions and ongoing process optimisation. Responsibility is transferred gradually, with Fincon Reply overseeing the process as a quality assurance partner – ensuring knowledge retention.
Flexibility & Resource Optimization
With a flexible standby model, resources can be deployed as required at any time. This ensures the organisation remains adaptable and efficient, even as demands shift.
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The result
Operational Stability and Sustainable Impact
In a project with a medium-sized agree21 bank, several hundred tickets – both from existing backlogs and new incoming requests – were processed in a structured and efficient manner. Within a short timeframe, new employees were able to independently carry out standardised tasks. This laid the groundwork for resilient, stable day-to-day operations and contributed to long-term operational reliability.
Fincon Reply is a business and IT consultancy specializing in the financial services industry. Fincon Reply proactively advises banks, the Sparkassen Financial Group, the German Cooperative Financial Group and insurance companies as well as their suppliers on their digital transformation. The company provides on-site support with specialised teams of consultants and developers and delivers turnkey solutions.