Series 5 – Achieving automation excellence Welcome to Part 5 of the Business Systems blog series – ‘An Insider’s Guide to Robotic Process Automation’ In this series: Robotic Process Automation Excellence Robotic Process Automation roles Robotic Process Automation Training Automation excellence In order to fully embrace automation in your organisation, consider setting up an Automation Workforce Team. An Automation workforce team: the ‘go to’ for anything automation related in your organisation. After the technology has been implemented, the centre can be used to: Establish methodologies Create training Identify best practices Identify ongoing needs for automation (streamline operations and reduce cost) Collaborate with the business owners to design, deliver and maintain automation projects Automation roles Consider which members will be part of the Automation Workforce Team. Every organisation is different and one size will not fit all. Manager – leads and coordinates all resources and activities Technical Expert – monitors the quality of the output and encourages best practice across the dev team. Connectivity Consultant – Manages and maintains the integration layer Business Analyst – investigates challenges and identifies automation processes. Prioritizes potential use cases and creates design documents that dev team use for completion of projects. Automation Administrator – Technical management and maintenance of ongoing automation solutions Developer – executes the automation programmes using specific tools within the technology. Quality Tester – executes testing (error handling and data validity) of automated processes Automation rollout and change management – Expert– education and enablement activities for all employees using automation Data Analyst – defines and measures automation value Where can these roles fit within the organisation? Centralised: Whole team located in the same organisational unit Semi-distributed: automation business analysts strategically located across relevant departments e.g HR, Customer Service and Procurement Distributed: Central management remains within the Automation Workforce Team, but automation business analysts and automation developers located in different departments where automation is being rolled out Automation Training Some Robotic Process Automation providers offer tools to promote, design and support the technology. Training and certification for the technical employees taking part in the project (a certification means involvement in a Robotic Process Automation developers community) Solution provider joins the centre of excellence team in a joint project implementation which includes coaching and on the job training. Keep tuned for series 6 in the Insider’s Guide to Robotic Process Automation – ‘Cognitive Automation’. To view previous blogs in the series, please click here > Written by: Business Systems UK
Blog 9 September, 2026 The Limits of Microsoft Teams for Financial Services The Limits of Microsoft Teams for Financial Services By Tracy Hendy Shiels, Solutions Consultant, Business Systems. Microsoft Teams continues to expand across enterprise communications, with Teams Phone now supporting over 26 million PSTN users globally. We’re increasingly seeing financial services clients migrate their voice infrastructure to Teams – but as they modernise, compliance can’t be
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Blog 18 August, 2026 MiFID II Call Recording Requirements in 2026 MiFID II call recording in 2026: from sampled playback to full surveillance When the Markets in Financial Instruments Directive II came into force in 2018, most firms treated the recording obligation as a technology procurement exercise. Buy a recording platform, switch it on for the trading floor, tick the box. Nearly a decade on, recording
Blog 22 July, 2026 The Cost of Attrition: Why Workforce Engagement Management is a Self-Funding Strategy Contact centre attrition remains one of the most expensive challenges facing customer support leaders. CX Today reports annual turnover rates of 35-45% remain common across the industry, with each departure costing between £10,000 and £15,000 in recruitment, onboarding and lost productivity. For a 200-seat operation, that equates to roughly £700,000-£1.35 million in annual attrition costs
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Blog 29 January, 2026 Microsoft Teams Recording Without the Risk: A Practical Guide for Regulated Organisations Microsoft Teams has become the backbone of collaboration across financial services, insurance, the public sector and other regulated industries. Trading conversations, client discussions, internal decisions and approvals are now happening daily across voice, video, chat and shared files. That shift brings opportunity, but it also introduces risk. For organisations operating under regulations such as FCA,