Our client, a leading multi-national bank, needed to transform its operational cost base, removing manual workarounds and improve its risk control mitigating financial and reputational risk.
£1.5 million
annual run rate saving
84%
reduction in back-office processing time
64%
improvement in customer experience
3 month
rapid deployment approach
The opportunity
Our client had set itself a target to significantly reduce operational cost to serve whilst improving process controls through increased automation and straight through processing.
In addition, it was recognised that customer journeys were fragmented leading to lengthy processing times which in turn were having a detrimental impact on customer experience.
Customer centric solution
We approached the client with a proactive BPM solution that could be executed at pace to deliver early in year benefit. The engagement lifecycle comprised the following steps:
Diagnostic Assessment
Identification and qualification of value blockers and constraints within existing operating model
Improvement Interventions
Documented business case summaries detailing improvement options, solutions and benefit qualification
Proof of Concept
A selected process was redesigned and built into a Target BPM framework to show art of the possible
Mobilisation and Delivery
Target team co-located with client providing thought leadership, coaching, process design and optimisation
Implementation
Design, build, implementation and hosting of BPM infrastructure and process frameworks.
