Retail & Corporate Banking Distribution

One of the largest banks in the Middle East was faced with the problems of increasing competitive pressure, changing regulations, deteriorating market share, inefficient processes and inappropriate systems. LoBue was asked to assess productivity and service issues across the retail, treasury operations, and accounting areas of the organization and to recommend programs to resolve these issues.

• Creation of customer service oriented Model Branch transforming the branch network from an inward, production function focus to a customer and service oriented organization. The customer service environment was reorganized around the customers' needs and preferences, to facilitate one-stop shopping for all routine banking services and transactions. Wait times were reduced and facilitated a sales friendly environment. New standards for quality and timeliness insured ongoing service excellence.
• Establishment of a regional processing centers in each region, relocating processing functions from branch customer contact staff to the RPC's.
• Redesigned bank-wide accounting and countrywide treasury operations resulting in reduced accounting errors and reduction in holdover.
• Design and implement a Performance Measurement program throughout all retail and operations areas, capturing volumes for more than 60 types of transactions and/or activities measuring individual, branch and regional performance.
• Rationalize Business Banking including all marketing, customer service and processing functions for Corporate, Middle Market, Small Business and Islamic credit products. Results similar to above consumer improvement were achieved.