Somewhere in RBS there is a list of names of the people who decided to offshore the daily batch control work to the cheapest operations staff. These people didn't ensure these cheap offshore operators were properly trained and had proper controls in place.
These people should be fired including the senior managers at the top of the chain who insisted on unsafe cost cutting.
The cost to the bank in terms of reputation loss and recovery will be enormous, far exceeding any savings made by going cheap. Has RBS properly evaluated the real cost impact of laying waste to its technology human capital in the UK?
Has its managers changed the support teams from people who care about their work to those who just regard it as a job to earn low wages while working awful hours? That might be okay at the counter of a fast food store but not in a key business team.