Supported real-time lending operations, driving scalable growth for an agent lender bank

An Asia-based global investment bank required specialized agency lending operations support for its US-booked corporate and institutional (C&I) deals, aiming to stabilize operations, enhance service quality and build a scalable model for portfolio growth.

• A growing portfolio and an increase in month and quarter-end volumes led to significant challenges in ensuring same-day processing
• Critical activities such as funding, advances, payments, foreign exchange loans, invoicing, reconciliations and query resolution were difficult to manage within required timelines
• High attrition impacted daily operational continuity and service quality
• Legacy workflows and fragmented processes led to elevated operational risk, reduced accuracy and slower response times
• The client needed a scalable team with agency lending operations, loan documentation and loan servicing expertise to support growth

• Established a dedicated operations team aligned with the US eastern time zone, enabling real-time support for agency lending operations and enhancing service delivery
• Established standardized operating procedures, process maps, checklists and governance controls to improve consistency and efficiency
• Managed high-value funding, principal, interest, fee payments and scheduled repayments with robust operational controls and oversight
• Supported amendments, waivers, consents, restructurings and complex transactions, including margin loans, sub participations, secondary loan trading and fronting LCs
• Provided flexible staffing for peak periods to maintain turnaround times
• Scaled up the engagement within six months, expanding support from 90 to 300+ borrowers while maintaining service quality