Insurance & Asset Management (EMEA & APAC) 13-Engineer On-Site Team Supporting Global Insurance and Investment Group

Teceze delivered a structured 13-engineer on-site team supporting a global insurance and asset management group across two distinct business units (investment management and technology services), achieving 95.6% average availability with transparent management of planned leave.

About the Client

Global insurance and asset management group operating investment management businesses and technology service centres across Europe and Asia-Pacific, requiring stable on-site engineering support across two distinct organizational structures with regulated financial services compliance requirements.

At a glance

Industry
Insurance & Asset Management
Headquarters
EMEA and APAC operations across multiple locations
Products & services
Investment management, technology services, insurance solutions
Challenge
Planned-leave coverage, regulated financial services environment, two distinct business units, account growth conversion

Success highlights

  • 95.6% average availability with three months at 100%
  • Planned-leave variances fully explained and pre-approved
  • Zero service issues reported across engagement
  • Single escalation managed through governance

The challenge

Corporate meeting

Navigating complexity in embedded field services delivery

Planned-leave coverage requiring structured backfill planning, regulated environment, two business units, growth dialogue establishment

The engagement required embedding a 13-engineer team across two distinct client business units—investment management and technology services each with separate management structures and operational requirements.

Critical challenges included: managing zero-tolerance coverage requirements where all 13 seats must be filled daily, coordinating across EMEA and APAC with limited overlapping working hours, establishing credible operating discipline and reporting rhythm quickly, managing planned leave transparently while maintaining service, and converting stable delivery into account growth conversations.

Our approach

Structured Delivery Combining Service Discipline, Resource Planning, and Stakeholder Engagement

Teceze implemented a disciplined embedded team model combining reliable resourcing with professional stakeholder engagement: a unified service standard across two client businesses despite different operational contexts, managed planned-leave coverage with structured backfill planning, financial-services-grade vetting and compliance procedures for all engineers, and structured account development planning enabling regular project manager engagement.

From challenge to transformation, the solution included:

Embedded Team Across Two Client Businesses

13 engineers operate under a single service standard despite spanning investment management and technology service organizations, ensuring consistency while respecting distinct business operational requirements.

Managed Planned-Leave Coverage

January and April planned leave transparently managed through pre-approved backfill planning, demonstrating professional resource management rather than service excuses.

Financial-Services-Grade Vetting and Compliance

All engineers vetted and cleared to financial services compliance standards, with data protection and access-control obligations met across regulated operations.

Structured Account Development

Established plan for regular project manager engagement enabling conversion of stable delivery foundation into strategic account growth conversations.

Governance and Reporting Cadence

Governance structure focused on transparency and stakeholder confidence building through disciplined reporting:

Cadence Forum Focus
Weekly Operations Report Attendance metrics, activity summary, any issues or escalations
Bi-weekly Touch-Base Call Resource status, upcoming planned leave, operational adjustments needed
Monthly Availability Review Availability metrics, planned leave impact, month-to-date performance
Quarterly Business Review Operational metrics, service quality, strategic account priorities, growth opportunities
The Results

Proven results at scale

95.6%Average Availability
ZeroService Issues
13Engineers Embedded
95.6%Average availability with three months at 100%, and pre-approved leave impact in 2 of 5 months
ZeroService issues reported to date, with a single escalation managed cleanly through governance
13Engineers embedded across two client business units under a unified service standard

What the client says

“Teceze provided exactly what we needed: reliable, predictable support across two distinct business units. The transparency around planned leave showed professional planning rather than making excuses. That kind of honest reporting gave us confidence to expand the engagement.”

— IT Service Manager

Delivery partnership

How Teceze Executes on This Engagement

Teceze delivered full-stack services: resource planning and scheduling, day-to-day operational management, detailed weekly/bi-weekly reporting on availability and activity, incident escalation and resolution procedures, and quarterly business reviews with stakeholder management.

Looking ahead

Post-Engagement Value and Ongoing Partnership

Our specialized knowledge of insurance operations, investment portfolio management, and regulatory compliance frameworks continues to generate measurable value beyond the initial transformation. The strategic partnership ensures sustained competitive positioning, enhanced return optimization, and proactive risk management in an increasingly regulated and dynamic investment environment.

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