Business Process Redesign Through Hybrid Automation: A Case Study of a Remittance Service Provider

Abstract

Remittance service providers operate in highly regulated environments that demand strict compliance with anti-money laundering (AML) and know-your-customer (KYC) requirements. Despite advances in financial technology, many remittance organizations still rely on traditional processing systems marked by manual data entry, fragmented workflows, repetitive verification procedures, and multiple operational touchpoints. These inefficiencies lead to processing delays, higher operational costs, heavier employee workloads, and lower customer satisfaction. This study examines the potential of hybrid automation as a process redesign strategy within business process management (BPM) to address operational challenges in remittance processing. Drawing on existing literature, the study explores how integrating robotic process automation (RPA), artificial intelligence (AI), machine learning (ML), and other digital technologies can support the redesign of compliance-intensive workflows while maintaining human oversight for regulatory decision-making. The findings suggest that hybrid automation can reduce manual intervention, improve process accuracy, enhance operational efficiency, and support sustainable organizational performance. Furthermore, the study highlights the importance of balancing technological capabilities with human judgment to ensure compliance, governance, and accountability within regulated financial environments. The research contributes to the growing body of knowledge on process redesign by examining the application of hybrid automation in remittance operations and identifying its potential implications for operational effectiveness, customer service, and long-term sustainability.