How a Global Fintech Reimagined Operations from Reactive Support to AI-Driven Managed Services

How a Global Fintech Reimagined Operations from Reactive Support to AI-Driven Managed Services

• Home
• Insights
• Case Studies

A leading global fintech provider partnered with Galent to transform its Application Management Services (AMS) operations across a complex portfolio of payment platforms.

With over five decades of innovation and a presence across six continents, the organization supports banks, payment processors, and merchants through a diverse suite of 20+ mission-critical products. However, its operations model was largely dependent on in-house L1/L2 support and it had become increasingly inefficient, costly, and difficult to scale.

The engagement focused on transitioning from a reactive, support-heavy model to an AI-augmented, proactive operations framework. Leveraging the Galent AI Platform and a structured managed services approach, the transformation aimed to enable shift-left execution, improve responsiveness, and significantly reduce operational overhead.

The result: a modern, intelligent operations model built for scale, efficiency, and continuous improvement./p>

Client Challenges:

Despite operating at global scale, the client faced several operational and structural challenges:

High Cost of In-House Support Model:A fully internal L1/L2 support structure led to elevated operational costs with limited flexibility for scaling across geographies and workloads.

Limited Automation & Process Innovation:Operations were largely manual and reactive, with minimal use of automation for incident resolution, request handling, or proactive issue prevention.

Inefficient Incident Management:The absence of AI-driven insights and self-service capabilities resulted in longer resolution times and increased dependency on higher support tiers.

Lack of Scalable Operating Model:The existing setup struggled to support growing transaction volumes and platform expansion across multiple regions.

Shift-Left Imperative:A key strategic priority was to move select L3 responsibilities to L1/L2 teams—requiring capability uplift, process redesign, and intelligent tooling.

Galent’s Approach

We designed and executed a comprehensive transformation strategy centered around AI-driven managed services, automation, and shift-left enablement.

AI-Led Managed Services Transformation

Transitioned the client from a fully in-house model to an AI-enabled managed services framework supporting 20+ fintech platforms.

A 48-member cross-functional team was deployed across 7 global locations, enabling seamless 24×7 operations coverage and improved service continuity.

Shift-Left Enablement Strategy

Redesigned support workflows to enable L1/L2 teams to take ownership of select L3 responsibilities. This included:

• Structured knowledge transfer programs
• Capability uplift through guided playbooks
• AI-assisted decision support for faster resolution /li>

AI-Augmented Operations Layer

Implemented intelligent automation and self-service capabilities, including:

• AI-based self-help systems for end-users
• Automated incident detection and resolution workflows
• Predictive analytics for issue prevention
• Smart request fulfillment engines

This shifted the model from reactive support (Help24) to proactive operations (Tech24).

Governance & Service Excellence Framework

Introduced the SEED (Service Excellence & Engineering Delivery) model to ensure:

• Standardized delivery practices
• Continuous improvement cycles
• Performance tracking and SLA adherence

Aligned operations with ISO 20000 and ITIL frameworks, ensuring enterprise-grade service quality and governance.

Solution Delivered Execution Model

• AI-driven managed services model across 20+ platforms
• 48-member distributed team across 7 geographies
• 24×7 global operations coverage
• AI-powered automation for incidents and requests
• Shift-left operating model enabling L1/L2 ownership of L3 tasks
• SEED governance framework with ITIL/ISO alignment

Business Impact

The transformation delivered significant improvements across cost, efficiency, and operational maturity.

Key outcomes:

• Reduced Operational Costs at Scale:Achieved a 30% reduction in operational costs through automation, optimized resourcing, and a shared services model.
• Shift-Left Transformation:Enabled L1/L2 teams to take on critical L3 responsibilities, improving response times, and reducing escalation dependency.
• AI-Augmented Operations:Transitioned from a reactive support model to a proactive, intelligence-driven operations framework.
• Improved Responsiveness & Efficiency:Faster incident resolution and streamlined request handling through AI-enabled workflows.
• Scalable Global Delivery Model:Established a resilient, always-on operations model capable of supporting growing platform complexity and transaction volumes.

This engagement demonstrates how AI-augmented managed services can redefine enterprise operations. By combining automation, shift-left strategies, and a robust governance framework, Galent enabled the organization to move from reactive support to proactive, outcome-driven operations.

The result is a future-ready operations model designed not just for efficiency, but for continuous innovation and scale.

Executive Insight: A Client Perspective

"Galent’s approach fundamentally transformed how we operate. What started as a cost optimization initiative evolved into a complete rethinking of our operations model. The shift to AI-augmented managed services has not only improved efficiency but also enabled our teams to focus on higher-value work. Their ability to combine automation, governance, and execution at scale has been truly impactful.”
- Director, Global AMS Operations