Building the Complete Operations Practice for a Global Fintech

The opportunity

The client provides card issuing and processing to banks, neobanks and other fintechs. As it grew, transaction volumes, customer expectations and regulatory requirements all rose at once, and each brought operational work that needed a clear owner and a defined process.

Setting up monitoring, fraud control, onboarding and support one at a time would have taken years, and a payment platform cannot pause while that happens. The client needed all of them working from the start, and able to grow without being rebuilt.

The transformation

ART built each function around a clear owner, a defined process and a common set of targets, so they operated as one practice rather than as separate services.

1. 01

   Round-the-clock monitoring

   ART set up 24/7 platform monitoring with proactive alerts and defined escalation paths. Servers, databases and deployment pipelines were managed together, so incidents were caught and resolved before they reached customers. Releases also became faster and more stable.

2. 02

   Fraud and risk practice

   ART developed the fraud prevention strategy, deployed AI and machine learning tools to flag suspicious transactions before they completed, and managed risk policy day to day. It also operated 3D Secure authentication across the card programmes on the platform.

3. 03

   Onboarding and customer support

   ART standardised customer onboarding and automated the workflows around it, so new customers were onboarded in 10 to 15 days. Support was centralised, giving every enquiry and transaction issue one route in and one owner, and priority tickets received a first response within an hour.

4. 04

   Shared targets across functions

   Monitoring, fraud, onboarding, support and platform engineering all worked to one shared set of KPIs. Measuring them together meant each function was judged on the results of the whole practice, not only its own.