Client
Global Consumer Lender Across Europe and APAC
The client is a prominent global provider of consumer lending and residential mortgage services. The engagement brief was to align strategy across geographies and diagnose operations in depth so the Australia-headquartered client could reduce cost, improve cycle time, and raise servicing quality through AI modernization and workflow optimization.
Challenge
Workflow Optimization of Legacy Lending Operations
Hexaware’s initial assessment uncovered fragmented workflows created by legacy origination systems and heavy manual effort across lending operations, including loan processing, document validation, and onboarding. Manual first notice of loss (FNOL) intake and document indexing in the Manila captive center produced high costs and low returns. These inefficiencies extended loan turnaround times, delayed revenue realization, and degraded customer experience through servicing delays and resolution gaps. Low automation maturity and redundant checks increased the risk of human error in underwriting and compliance, and every improvement required disproportionate effort.
The client required end-to-end assessments across Australia and the Philippines, identification of automation-ready processes, performance benchmarking, and strategic recommendations for digitalization, predictive analytics, and FTE/cost reduction, all while coordinating a dual-location program that needed rapid discovery and validation.
Solution
AI-powered Underwriting, Generative AI Servicing, and Dual-location Advisory
Hexaware delivered a parallel-track, dual-location advisory program that combined rapid discovery, validated prioritization, and targeted automation pilots. The approach balanced quick wins with a durable roadmap:
- Structured, end-to-end assessments: Conducted across origination, servicing, and support to create a prioritized baseline
- Interview-led validation: Facilitated sessions with SMEs and process owners to ground findings in operational detail
- Parallel tracks (~95% coverage): Three tracks—mortgage sales and originations, asset finance origination, and customer service—covered roughly 95% of the mortgage and customer-service process footprint to accelerate discovery and delivery
- AI-native automation: Deployed Hexaware’s AI-powered underwriting workbench and agentic AI for FNOL and document classification
- Predictive analytics packs: Benchmarked performance and surfaced optimization levers in underwriting and policy administration
- Generative AI servicing: Introduced agent assist and chatbots to reduce handling time and improve resolution quality
- Opportunities register: Created with impact analysis and prioritization, identifying more than 150 transformation opportunities across mortgage and customer service
- Cross-functional delivery team: Domain consultants, process engineers, and automation specialists led by a consulting lead executed the program
- In-person alignment: Ran workshops with mortgage leaders in Australia to align transformation goals and validate the roadmap
- High-intensity governance: Daily checkpoints and weekly steering kept delivery on track and decisions timely
Benefits
Tangible Cost Reduction, AI-led Loan Processing, and Knowledge at Scale
The program delivered measurable operational and financial results and created the foundation for scaled automation:
- 30% savings across assessed functions
- 30% reduction in loan processing time
- AUD 2.5 million in cost savings
- ~40% expected reduction in call volumes through generative AI-enabled servicing
- 150+ transformation opportunities identified for phased delivery
- Elimination of duplicate checks and re-submissions in processing
- Centralized knowledge base and automated training modules to accelerate ramp-up and preserve institutional knowledge
Summary
A Validated Roadmap for AI in Lending Operations
Hexaware ran parallel advisory tracks across Australia and the Philippines to tackle legacy bottlenecks, leveraging AI in lending operations, predictive analytics, and tight governance. The program delivered AUD 2.5M in savings and 30% faster AI-led loan processing, identified 150+ opportunities, and produced a validated roadmap to scale AI across customer experience and back-office functions.
Accelerate your lending operations with AI modernization. Connect with Hexaware’s advisory experts at marketing@hexaware.com and discover how we can deliver measurable savings and faster processing for your business!
