SUCCESS STORIES

Corporate Operations BPR

"My peers are not satisfied with my divisions’ performance"

- Ops. Div. Head

SUCCESS STORIES

The Support division for this major Commercial Bank was tasked with improving quality, timeliness, and efficiency of Corporate Support Operations.

LoBue was asked to conduct a complete Business Process Reengineering program.

LOBUE RECOMMENDATIONS

LoBue recommendations were focused on obtaining service enhancement and productivity gains.

  • Reorganize loan processing into client industry groups and develop loan workstations.
  • Reorganize trade services into import and export departments by industry.
  • Combine Checking and reconcilement units and organize by client.
  • Develop feedback loops for Corporate client Services to operations units.
  • Eliminate un-necessary forms, handoffs, and approvals.
  • Increase authority levels for workstation personnel.
  • Match working hours to transaction arrival and process completion needs.

REAL RESULTS

  • Significant improvement in service delivery and reduction of inquiries by 40%.
  • Trade Services turnaround improved from 48 hours to same day.
  • Workstations reduced handoffs by an average of 50% across the operations functions.
  • Job enrichment improved processor morale and eliminated backlogs.
  • A 20% Productivity Improvement across the division was achieved in 15 months.
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