FNZ and jaam automation: End-to-end operational automation at scale
Overview
FNZ is a leading global wealth‑management technology provider, with a technology platform that enables banks and financial institutions to outsource back‑office operations – covering everything from new account setups and transfers to complaints and regulatory reporting. Delivering these services at scale requires a flexible, automated approach – which is why the company got in touch with jaam automation.
CASE STUDY
At a glance
- CLIENT: FNZ – global wealth‑management platform serving over 650 financial institutions and 26 million investors
- SECTOR: Wealth and asset management outsourcing
- SOLUTION: K2-based workflow platform using agentic AI classification, plus Blue Prism RPA
- SCALE: 570 users, over 530,000 process instances since rollout, 50,000-60,000 tasks per month completed, with millions of activity steps actioned
- DURATION: Delivered core platform in 3 months; enhancements over next 6+ months
- OUTCOMES: Accurate SLA compliance, near-zero errors, full audit traceability and configurable workflows across 85+ process types
Objectives
FNZ’s operating model centres on delivering high-throughput servicing across more than 85 distinct work types, ranging from transfers and new‑firm setups to complaint handling. Each type demands unique processing flows, strict SLA enforcement, data capture, audit trails and regulatory compliance (e.g. SARS). The K2 platform and associated workflows had delivery completion accelerated in order to meet client and business deadlines.
Project objectives revolved around optimising workflows, meeting SLA and regulatory requirements, improving efficiency and enhancing customer service for FNZ’s partnered financial institutions. There was also a requirement for in-built adaptability and scalability to cover all the different work types both now, and in the future.
HIGHLIGHTS
Accurate SLA compliance, full audit traceability and configurable workflows across 85+ process types
Background Information
FNZ is a UK‑headquartered global wealth‑management technology and services firm founded in 2003. As of early 2025, it partners with 650+ financial institutions and 12,000 wealth managers, overseeing approximately US$1.7 trillion in assets under administration, serving over 26 million investors, in over 30 countries.
FNZ enables banks and other financial institutions to outsource their administration workflows- handling ISAs, pensions, transfers, complaints and more on their behalf. It offers a full end‑to‑end platform including custody, trading, compliance, operations and reporting. FNZ has actively prioritised automation and AI to drive efficiency and scale within its operations across multiple work‑types.
Key challenges included:
- Requirement for superfast turnaround on K2 workflow completion
- Need to handle thousands of tasks daily, across multiple teams
- Regulatory and compliance requirements such as SARS and complaint handling MI packs
- Tight project timeline — FNZ requested a full build in three months
Without a scalable system, managing SLAs, audit trails and high‑volume routing across multiple clients was a major risk.
The Solution
jaam automation worked closely with FNZ to design and deliver a configurable, data‑driven workflow platform built on Nintex K2, with a phased approach:
- Flow Manager
Rapid intake workflow capable of handling any work type from day one, routing items to the right teams, capturing metadata and prioritising queues
- Complaint Handling
Dedicated complaint handling module built to meet strict regulations and generate a comprehensive MI pack to return to FNZ clients
- Smart Sorting
Integrates with AI‑powered document classification to pre‑index incoming work and route efficiently
- Smart Configuration
Configuration driven architecture allowing new work types, SLA changes and process rules to be applied without code changes
- SLA Tracking
Advanced audit and SLA tracking, including start‑stop clocks for holds, internal and external escalations and full SARS compliance
- RPA Integration
Blue Prism RPA integration, introducing virtual workers to automate repetitive actions within workflows
Implementation
jaam automation worked closely with FNZ to design and deliver a configurable, data‑driven workflow platform built on Nintex K2, with a phased approach:
Core platform delivered in three months, including intake pipeline, complaint management module, dashboards, queueing logic and MI packs, enabling FNZ to service work immediately
Additional operational MI and continued updates under the jaam automation managed service
Enhancements over six months - automation of inefficient work types, AI integration and configuration scaling
Results and impact
Scale & adoption
Nearly 600 users managing workflows daily
Throughput
530,000+ processes completed; 4M+ activity steps logged
Customer service
No SLA escalations
Operational control
Real‑time MI dashboards allow managers to spot SLA risks and allocate resources proactively
Compliance
Full audit trail for SARS and financial regulations, enabling evidence‑ready reporting
Flexibility
New processes and SLA changes deployed quickly and with minimal effort via the configuration driven architecture
- Deep expertise in K2 solutions and workflow design
- Proven agentic AI integration, enabling classification, routing and reporting from day one
- Full-service managed delivery model ensures ongoing engagement and system evolution
- Collaborative delivery across third parties and internal FNZ stakeholders under tight timelines
Summary
By partnering with jaam automation, FNZ rolled out the Nintex K2 work management platform successfully, on time and within budget, providing the ability to continually optimise client delivery services.