by UnionBank Human resources Group
As UnionBank scaled its operations and transaction volumes grew, the decentralized handling of Suspicious Transaction Reports (STRs) across 195 branches became increasingly unsustainable. Inconsistent interpretations of red flags, limited AML training among branch personnel, and fragmented data made it difficult to ensure quality, compliance, and timely reporting. These gaps posed risks to the Bank’s governance and its ability to detect and respond to financial crime effectively.
To address this, the Bank launched a strategic initiative to centralize STR processing under the AML Operations and Optimization (AMLOO) team. A detailed time and motion study, paired with a comprehensive gap analysis, revealed inefficiencies, knowledge gaps, and system limitations in the existing process. These insights informed the redesign of workflows and the reallocation of responsibilities—freeing up Branch Ambassadors and Senior Ambassadors from complex STR reviews and enabling them to focus on customer engagement and service delivery.
The AMLOO team was equipped with specialized training and tools to manage the end to-end STR process. Standardized procedures were developed to ensure consistency in how STRs are reviewed, validated, and escalated. Platforms such as EDMS and transaction monitoring systems were optimized for centralized access, improving data visibility and operational control. A pilot phase allowed for iterative improvements before full rollout.
As of September 2025, 117 branches have successfully transitioned to the centralized model. The AMLOO team has generated over 347,234 STRs within nine months— demonstrating enhanced operational efficiency and stronger compliance oversight. The shift not only improved the quality and consistency of STRs but also uplifted employee morale by removing a high-risk, high-complexity task from branch teams.
This initiative reflects UnionBank’s commitment to empowering teams to focus on what they do best, while ensuring that critical compliance functions are handled with precision and expertise.
