Process Improvement & Lean Operations
Redesign end-to-end processes to remove duplication, unnecessary hand-offs, rework and manual activity.
Operations & Performance
Operational Controls & Quality Assurance
Build effective checks and quality assurance into everyday operations.
Overview
What this means for your business.
Operational controls support reliable service through reconciliations, exception handling, quality checks and clear evidence of completed work.
Capmark helps clients assess and improve first-line controls within the processes they govern. We examine recurring issues, data quality, ownership and the effort required to operate the controls.
Our work connects preventive and detective checks with exception management, quality assurance and practical management information.
What we do
The expertise we bring.
We inventory the reconciliations an operation runs, retire those that compensate for upstream defects, fix the data behind the rest and consolidate where appropriate. Match rates rise and break ageing falls.
We design exception handling so people work only what the system cannot resolve. Each break has an owner, ageing clock and escalation path, while recurring causes are engineered out.
We build quality checking into the process through sampling, error categorisation and feedback loops. Error rates are measured by cause, and the same data drives training and process fixes.
We build preventive and detective controls into the daily flow: segregation of duties, tolerance checks, approvals and automated escalation. Documentation and evidence are produced alongside the process.
What to expect
A team shaped around the work.
A Principal leads from day one. The first weeks measure reconciliation counts, match rates, break ageing, error rates and the effort spent on checking.
Redesign runs with operations leaders and, where relevant, operational-risk teams in the room.
The engagement ends when the new controls operate with documentation, evidence and measures in place.
01
Assess
Establish the current state, the constraints, the risks and the value at stake.
02
Define
Shape the target model and the business case with the executives who own the outcome.
03
Mobilise
Stand up the team, the plan and the governance around the outcome.
04
Implement
Design, build and test the change, with the business alongside.
05
Sustain
Cutover, hypercare and handover, so the business runs it under its own control.
The same five stages on every engagement, led by senior practitioners end to end. How we work
Client result
Relevant client experience.
Banking · Operating Model
One client-onboarding and credit operating model across 38 countries
A Global Corporate & Investment Bank · Client Onboarding & Credit Operating Model
We helped implement a single global client-onboarding and credit operating model across 38 countries, recalibrating 110 roles, rationalising technology and strengthening the process and control model across wholesale banking.
- 38
- Countries on one operating model
- 110
- Roles recalibrated
- £50m
- Benefits-realisation target governed
Read the case study
Insights
Related perspectives.
Get in touch
Discuss Operational Controls & Quality Assurance.
Tell us what you are working through and the expertise you need.