A multinational fintech payments firm with an in-house Global Security Operations Center (GSOC) managed by a guard force staffing company faced significant challenges. Despite having the GSOC run strategic intelligence analysis for several years, the centre was underperforming, causing frustration for the Chief Security Officer and drawing criticism from corporate executives.

• Unfit Personnel: The GSOC staff were poorly recruited, many being “body-shopped” into a problematic organisation by a vendor focused more on guarding contracts than on the GSOC’s needs.
• Vendor Limitations: The vendor lacked the capability to attract and motivate skilled personnel essential for effective GSOC operations.
• Lack of Training: There was no ongoing training or development program to enhance the skills of the GSOC personnel.
• Poor Leadership: Ineffective leadership led to low team morale, with staff feeling criticised despite their hard work.
• Wasted Resources: Significant funds were spent on unnecessary and unusable technology, diverting resources from more critical areas.
• Inappropriate Processes: Processes were borrowed from other organisations and were unsuitable for the firm’s specific needs, leading to poor adherence.

Sibylline was brought in through an RFP process to diagnose the issues plaguing the GSOC. Over six weeks, our CEO led a team to:

• Perform live analysis and observe how emerging issues were being addressed by the GSOC.
• Conduct a thorough analysis of user requirements.
• Scrutinise GSOC personnel and audit current processes.
• Evaluate products and assess the use and cost of technology.

• Personnel Overhaul: We recommended switching to a specialist vendor and bringing in a more motivated leader.
• Optimised Intel Function: The intelligence function was realigned to better suit the team’s tasks.
• Resource Reallocation: Savings from reducing unnecessary technology expenditures were redirected towards staffing and training.
• Tailored Processes: New processes were designed to fit the client’s specific requirements, improving adherence and effectiveness.
• Improved Performance: These changes were implemented organically, maintaining business continuity. Within six months, the GSOC team received commendations from the CEO and board members for their excellent work, with intelligence products becoming essential reading.

Sibylline’s strategic intervention transformed the fintech firm’s GSOC, addressing critical issues and enhancing overall performance. This case underscores the importance of specialised vendors, appropriate resource allocation, and tailored processes in optimising security operations and achieving organisational excellence.