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Problem
Visibility Gaps in a Risk-Heavy Environment
Consumer Bank – US, a nationwide provider of consumer credit products, relies on strong IT and risk governance to support its financial services and regulatory obligations. However, internal teams were burdened by fragmented systems and low process visibility.
Documentation and approvals were scattered across SharePoint folders, spreadsheets, and email threads—making it difficult to track vendor reviews, monitor control gaps, or maintain a consistent audit trail. Risk acceptance workflows were largely manual, with limited historical reference and no central hub for managing thematic issues or cross-functional insights.
Processes were heavily dependent on individual ownership, lacking the automation and shared visibility needed for scalable governance. There was no unified system to manage incident reviews, assign stakeholders, or generate real-time reporting. As the organization matured, the challenge wasn’t just modernization—it was governance at scale. Each department required strict permissioning controls without sacrificing transparency or collaboration across teams.
Q1
Solution
Smart Governance Through Systematic Design
SmartSuite was deployed across three primary workspaces: Contract Lifecycle Management, IT Risk & GRC, and Issues Management. The roll-out included:
- Role-Based Access Design: Using SmartSuite’s advanced permissions, users were grouped by lines of business, enabling precise visibility into assigned records. Teams like Compliance and Accounting accessed only relevant records via “Assignee+” roles, with ability to create or edit only their scope of work.
- TPRM Automation: A centralized vendor review system replaced email-based vendor vetting. SmartSuite captured risk assessments, country scores, alerts, and corrective actions in one linked structure.
- SCIM Integration: Identity management was automated through Entra with SCIM, auto-assigning roles and access based on team membership and provisioning user updates in near real-time.
- Control Library Sync: AuditBoard’s 1100+ controls were exported and linked into SmartSuite using relational fields, making it easy to associate specific issues, CAPs, and risk exceptions with control gaps—even in the absence of live integration.
- Risk Acceptance & Issue Linking: Incidents were captured using a standardized issue template with built-in thresholds. Linked records and scoring logic elevated incidents to formal issues, allowing thematic analysis across entries.
Results
Clarity, Control, and Confidence Across Teams
Consumer Bank – US is now managing its IT risk and vendor programs with a level of structure and transparency never before possible. Risk acceptance workflows are digitized with custom forms and conditional logic. Permissions across workspaces ensure that GRC oversight doesn't slow down business execution—while maintaining audit-ready traceability.
Through SmartSuite, teams have transformed formerly reactive processes into proactive, measurable operations. The shared control library ties every action—whether a CAP or exception—back to governance standards. Data that was once lost in inboxes or siloed files is now live, linked, and visible across the enterprise.
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