Back Office is in charge of processing transactions negotiated by the traders.
This work consists in checking out that the various features of the transactions are correctly processed by the information system, as for example:
The business is complex because processing differs according to the market rules of each country, to each types of product, to the characteristics of foreign exchange, of tax system, of counterparts… Training lengthens considerably the period required to reach the right competence level for new comers.
The objective is to reduce by 50% the training period, to have fully operational agents within 6 months instead of 1 year.
The improvement is based on:
To make knowledge capitalization durable, teams have to embrace it. They were associated with the implementation process from the very beginning. The building of pilot knowledge base was incremental with Ardans Knowledge Maker®. The companion module AKM Composer provides ergonomics of the application.
By taking the analogy with the water lilies, pilot platform NIMPHEAS, delivered to the autumn 2008, extended to cover other services from the back office for 450 users. A reversibility phase was completed on 3 April 2011.
