Context
A system issue disrupted normal KYC routing. Branches and units started sending requests through unstructured channels. The risk of lost files, delays, and incomplete submissions increased by the hour.
Approach
- Introduced a central SharePoint intake with defined fields for each request.
- Set minimum requirements that had to be met before a case could move forward.
- Created a short guide and shared it quickly with teams so they knew exactly what to do.
- Documented the steps as a simple disaster recovery playbook for future incidents.
Outcome
- Incomplete submissions dropped by more than thirty percent.
- KYC work continued with control and traceability even while systems were unstable.
- The organisation gained a reusable model for disruption readiness.