Aegis Softtech’s Global HR Transformation for a Tier-1 Investment Bank

Customer Overview

Organization

A global investment bank and financial services corporation.

Scale

50,000+ employees across 120 countries.

Workforce Profile

Highly diverse, including high-frequency traders, retail bankers, corporate analysts, and support staff.

The Challenge

The bank’s HR operations were suffering from "Global-Regional Fragmentation.

Disconnected Systems: HR data was trapped in legacy regional silos. A service available to a London employee might be invisible to a team member in Singapore because they use different portals.
Email Overload: Over 70% of HR requests were handled via unstructured emails. This meant no audit trail, no SLAs (Service Level Agreements), and a high risk of data breaches.
The "JML" Bottleneck: The Joiner/Mover/Leaver (onboarding/offboarding) process was manual. Provisioning a laptop or granting trading-floor access took weeks because HR, IT, and Facilities weren't synchronized.
Low Employee Satisfaction: Employees struggled to find simple info (e.g., "Where is my tax form?") because the Knowledge Base was outdated and scattered across 15 different intranet pages.

The Aegis Solution

Aegis Softtech deployed a certified team of Specialists and Solution Architects to design a scalable, "Global-First, Local-Always" architecture. The solution transformed the HR department from a back-office function into a digital service powerhouse through the following pillars:

Unified Employee Center Pro (EC Pro) Deployment

Aegis configured and designed a high-fidelity, branded portal that serves as the "Digital Front Door" for all 50,000+ staff members.

i. Curated Experiences: Instead of a static intranet, Aegis implemented Content Delivery widgets. We configured User Criteria and Employee Profiles to ensure that a Trader in London sees high-frequency compliance documents, while a Retail Banker in India sees regional holiday calendars and local insurance benefits.
ii. Unified Taxonomy: We mapped IT, HR, and Facilities services into a single, unified taxonomy. This allows employees to search "New Laptop" and "Parental Leave" in one search bar, with results powered by AI-driven AI Search, providing high relevancy and "Genius Results."

Multi-Tiered HR Service Delivery (HRSD) Framework

Aegis moved the bank away from email-based support to a structured Center of Excellence (COE) model:

i. COE Data Structure: We configured the HR Case table into specialized sub-tables (Payroll, Employee Relations, Talent Management, etc.). This ensures that sensitive Employee Relations cases are physically and logically separated from general payroll queries, meeting strict banking privacy standards.
ii. Agent Workspace & Playbooks: Aegis implemented the HR Agent Workspace, providing HR specialists with a "heads-up display" of employee history. We built custom Playbooks—step-by-step visual guides—to ensure that complex processes like "Internal Investigations" or "Disciplinary Actions" are followed consistently across all 120 countries.

Enterprise-Grade Lifecycle Events (The JML Engine)

Recognizing that onboarding is a multi-departmental effort, Aegis implemented Enterprise Lifecycle Events:

i. Cross-Departmental Orchestration: We moved beyond HR to include IT, Facilities, and Legal. When a "New Hire" event is triggered, ServiceNow automatically creates downstream tasks:

1. IT: Auto-provisions a laptop and creates an Azure AD account.
2. Facilities: Reserves a workspace and triggers badge printing.
3. Legal/Compliance: Sends mandatory regulatory disclosures via DocuSign integration.

ii. Activity Sets: Aegis configured "Pre-boarding," "Day 1," and "Day 30" activity sets, ensuring the employee feels supported through their entire first month, not just their first day.

Advanced AI & Hyper-Automation

To handle the high volume of requests without increasing headcount, Aegis implemented:

i. Virtual Agent with NLU: We built and trained Natural Language Understanding (NLU) models in multiple languages. This allows the Virtual Agent (integrated into Microsoft Teams) to understand intent, such as "I need to update my bank details," and guide the user through the process via a secure, automated conversation.
ii. Predictive Intelligence: Aegis implemented machine learning models to automatically categorize and route incoming cases to the correct regional HR team, reducing manual "triage" time by 85%.

Seamless Enterprise Integration

Aegis utilized the ServiceNow IntegrationHub to create a unified ecosystem:

i. Workday (Bi-directional): Workday remains the System of Record for worker profiles, while ServiceNow acts as the System of Engagement. Aegis built a real-time sync to ensure that any change in Workday (like a promotion) immediately updates the employee's permissions and portal view in ServiceNow.
ii. Azure AD & Okta: Automated the "Mover" process, ensuring that when an employee changes roles, their old folder permissions are revoked and new ones granted instantly, closing a major security gap for the bank.

Results

The transformation shifted HR from a "back-office processor" to a "strategic service provider.

Operational Efficiency

i. 60% Increase in HR Capacity:
By automating routine workflows, HR staff were freed from manual data entry, allowing them to focus on high-value employee relations.
ii. 90% Case Deflection:
Through the AI-powered Knowledge Base and Virtual Agent, 9 out of 10 simple queries were resolved without ever reaching an HR agent.

Speed & Compliance

i. 40% Faster Onboarding:
The time from "Offer Letter" to "Day 1 Ready" (with full IT/Access permissions) was reduced from 14 days to 4 days.
ii. Audit-Ready Security:
Every HR interaction, including sensitive Employee Relations cases, was logged with strict encryption and "Need-to-Know" access, ensuring 100% compliance with GDPR and banking regulations.

Employee Experience

i. 25% Jump in eNPS (Employee Net Promoter Score):
Employees reported higher satisfaction due to the transparency of their requests (they could see exactly where their case stood in the portal).
ii. Mobile-First Access:
45% of HR requests began happening via the mobile app, catering to the bank’s "on-the-go" workforce.

Technologies and Tools

ServiceNow Modules: HRSD Professional, Employee Center Pro, Lifecycle Events, Knowledge Management.
AI/Automation: Virtual Agent (with Natural Language Understanding), Predictive Intelligence (for auto-routing cases), Performance Analytics.
Integrations:

i. Workday: Used as the System of Record for employee profiles (Bi-directional sync).
ii. Microsoft Teams: The primary interface for the Virtual Agent.
iii. DocuSign: Integrated for automated e-signatures on employment contracts and NDAs.
iv. Azure AD: For automated access provisioning during the "Mover" (internal transfer) process.

Aegis Differentiators: Implementation by certified specialists with oversight from a Solution Architect to ensure HealthScan-compliant code quality.