We optimized the operating model and back-office processes of our banking client with significant efficiency gains.
The need to rethink our client's operating model was driven by a combination of the bank's dynamic growth, the workload of its organization, and changes in regulatory measures and customer needs. In response to new challenges in its operating environment, the financial institution asked us to rethink its operating model, assess and exploit opportunities for organizational transformation and process improvement.
To further improve the bank's efficiency, we set out to improve transparency in four functional areas, streamline its operations and develop a performance measurement and evaluation system.
The first step of the project was to review the bank's internal processes, identify potential for automation and improvement, and eliminate redundant and entrenched organizational practices. An important aspect in the design of the new operating model for all four functional areas was to create a data-driven operation supported by transparent reporting and software support for the work of the administrators. Our partner's sales and customer relationship activities were decentralized, so we revamped the multi-channel operation and created a dedicated sales organization supported by a performance measurement and incentive system.
Following the optimization of the sales process, loan processing and disbursement tasks have been streamlined and the administrators' activities have been moved to a single platform interface where they can now not only handle customer communication but also automatically generate documents related to loan transactions.