about the client.
One of the largest banks in the United States, this multinational financial services company operates in 35 countries and serves millions of clients worldwide.
challenge.
The bank faced a critical challenge as 30-40 key subject matter experts (SMEs) neared retirement, risking disruptions to core operations. These experts held decades of knowledge essential to maintaining the bank’s complex mainframe systems, including financial processing, customer information, and middleware services. Their departure could lead to knowledge gaps, slower issue resolution, and system inefficiencies. To prevent operational risks, the bank needed to equip new talent with the right tools and knowledge.
Internal efforts to document this knowledge were affected by resource crunch, which meant loss of valuable knowledge. To solve this, the bank partnered with Randstad Digital to create a phased knowledge retention strategy. The solution not only preserved crucial knowledge but also provided future talent with the tools and insights needed to ensure smooth operations and continuity in the consumer technology division.
our approach.
Randstad Digital created a phased strategy that bridged the gap between retiring SMEs and new talent. In the first phase, our team deployed experts onsite to capture SME knowledge and document it in a machine-readable format. This ensured full coverage of the bank’s complex mainframe systems, middleware, and vendor services, providing a key resource for onboarding and training future hires.
In the second phase, we will support the development of a Knowledge Management System (KMS) by structuring and organizing the documented knowledge in a scalable and accessible format. The final implementation approach, including potential platforms, will be determined in collaboration with the bank to align with their existing technology ecosystem. The final implementation approach will be determined in collaboration with the bank to align with their existing technology ecosystem.
To implement this solution, we formed three specialized teams—business analysts, data analysts, and content writers. Working onsite, these teams collaborated with the bank to ensure alignment with their goals and create a resource that empowered talent at all levels. The phased approach not only mitigated risks from SME retirements but also built a framework to support future talent development.
benefits.
- empowered talent: Provided new and existing team members with structured, accessible knowledge to enhance their capabilities and confidence in handling critical processes.
- efficient knowledge retention: Delivered a cost-optimized, scalable, low-maintenance Knowledge Management System (KMS) to centralize and streamline access to critical information.
- enhanced productivity: Provided structured documentation in the form of a runbook, reducing reliance on rediscovery efforts and ensuring consistent access to critical knowledge.
- operational resilience: Minimized the impact of SME retirements by preserving institutional knowledge in a structured, accessible format while ensuring a cost-efficient transition of expertise.
why randstad digital?
- talent-focused solutions: Our methodologies prioritize equipping talent with the tools and knowledge needed to thrive, ensuring sustainable growth and operational excellence.
- proven expertise: Decades of experience managing knowledge retention projects for large enterprises.
- customized strategies: Tailored methodologies designed to address specific challenges within the banking sector while empowering talent.
- collaborative approach: Embedded teams worked closely with the client, ensuring seamless integration and consistent delivery.
- future-ready frameworks: Our solutions support scalability, enabling clients to adapt to evolving operational and talent development demands.
Contact us to discover how Randstad Digital can empower your talent and transform your operations.