Kim is an expert at operational excellence and process improvement, having started her career in internal risk positions at some of the biggest global brokerages in the world. Over time she has honed this experience by conducting industry best practice studies and internal assessments to help clients optimize their business processes.
Kim understands the trends and shifts that are happening in digital financial services, lending, and payments and can call on her long-standing relationships to strengthen this understanding. Her insight can provide you with the information you need to guide you through your journey of improving your business operations.
This will help you to strengthen your performance with your customers and improve your bottom line.
Technology, Automation, and the Customer Experience
Consider the power of technology, and how it can be used to automate manual tasks and information flows and provide a superior customer experience.
How are other organizations in the industry approaching these challenges and opportunities? How can your organization harness the power of digitization and optimize business processes?
Is your organization constrained by legacy processes and systems?
Established financial service providers are at varying stages in modernizing their infrastructure. Whether you are far along or newer on this journey, there are always new approaches with data and technology that are being introduced within the industry. Understanding industry practices and evolving data and technology solutions is critical to inform your build vs. buy strategy, and ultimately improve operational performance, protect customer relationships, and acquire new customers.
Has your start up been primarily focused on customer acquisition?
Whether your organization offers one single product or has grown to offer a suite of products to your customers, now is the time to focus on profitable growth and delve inwards into your internal operations and processes – front end to back end. Now more than ever, it is necessary to pull this infrastructure together to drive efficiencies and enable your organization to scale in a more profitable way.
Over several decades, Kim has worked with a variety of clients in financial services, lending, and payments. She helps clients identify opportunities to improve their business processes, to become more competitive and learn from industry leading practices, across a number of topic areas from pricing to sales force effectiveness to customer onboarding to compliance.
Kim has the functional expertise and know-how to craft these studies, and the professional network and proven approaches to gather industry information and isolate leading practice.
Select Experience
- Conducted numerous industry leading-practice research projects for various clients in topic areas including merchant acquirer pricing, product assurance, technical sales force activities and effectiveness, certification programs, compliance, and other areas.
- Assisted a fast-growing player in the merchant acquiring industry to optimize its conversion rate among prospective merchants. Evaluated the merchant experience and business processes related to the merchant sales, underwriting, and implementation functions, to isolate issues and make recommendations within and across these business functions.
- Evaluated the adoption of contactless payments and growth of mobile payment apps in the US for an electric vehicle infrastructure company, to help inform their payment acceptance strategies.
- Evaluated infrastructure (technology, process/tools, human capital) deficiencies that were impeding growth for a digital payments company and developed recommendations to enable stability, scalability, and position the client for growth and expansion.
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