Overview
A rapidly growing fintech company partnered with Sourcefit to stabilize and scale its customer experience and compliance operations. As transaction volumes and regional coverage expanded across Southeast Asia, the company decided to transition key CX and compliance functions to an outsourced model to improve service quality and regulatory responsiveness.
Sourcefit designed and now operates the program as a fully-managed service, delivering measurable outcomes under defined SLAs and performance benchmarks. The engagement integrates multilingual CX, account verification, and compliance review within a single accountable framework — combining operational excellence with financial transparency.
The challenge
- Rapid transaction growth increased backlogs in account verification and customer onboarding.
- Internal compliance teams lacked bandwidth for real-time verification and periodic reviews.
- The client required continuous coverage across multiple time zones and languages.
- Regulatory accuracy and audit integrity were critical business priorities.
Our approach
Sourcefit launched a dedicated 13-member fully-managed operations team covering customer support, periodic reviews, and regulatory compliance oversight.
The service operates under an SLA-based model, with Sourcefit accountable for both performance outcomes and delivery. The structure includes:
- Defined service levels for response time, resolution accuracy, and compliance review throughput.
- Proactive performance management, with Sourcefit leadership overseeing daily reporting, training, and QA governance.
- KYC/AML-certified analysts managing sensitive financial data across regional regulatory frameworks.
- Continuous compliance calibration through audit readiness checks, process updates, and regulatory training refreshers.
All services are billed under an hourly managed rate, providing predictable costs and clear accountability. Sourcefit remains directly responsible for meeting defined SLAs across all operational and compliance metrics. The engagement operates within Sourcefit’s ISO 27001, ISO 27701, and SOC 2 certified environment, ensuring full data security and audit traceability.
Results
- 13 fully-managed specialists across CX and compliance functions
- 27 percent faster account verification time across all regions
- 38 percent improvement in customer response speed
- 100 percent audit compliance with KYC and AML standards
- Consistent 95 percent+ CSAT maintained post-transition
- Zero data or regulatory incidents reported since launch
Key takeaways
- Outcome-based partnership: By operating under SLAs, Sourcefit delivers measurable compliance and CX results instead of variable staff output.
- Predictable and transparent billing: The hourly fully-managed model provides cost visibility while shifting operational ownership to Sourcefit.
- Integrated performance oversight: QA and compliance functions are embedded within daily operations, maintaining accuracy across markets and time zones.
Industry learnings
The fintech sector increasingly values partners who can manage regulated workflows end-to-end rather than supply headcount. As compliance obligations tighten and user expectations rise, fully-managed service models have become key differentiators — offering reliability, transparency, and audit-grade accountability.
This engagement demonstrates how fintech companies can scale securely by outsourcing operational accountability, not just capacity — achieving compliance, speed, and customer satisfaction in tandem.
Learn more
Sourcefit delivers fully-managed CX and compliance solutions for fintech and financial service providers, combining operational control with measurable outcomes.
Explore how SourceCX enhances customer experience through integrated process management, and how
WorkingAI supports compliance automation and real-time reporting visibility.
Contact our fintech solutions team to discuss SLA-driven fully-managed service options for your organization.
