Establish Business Process Management System for a Bank
Background
A bank’s operations was struggling with surprises such as operational losses, customer complaints, unnoticed misses, oversight errors, etc. This resulted in fire-fighting and poor relationship with customers and internal stakeholders
Solution
- Steered a comprehensive campaign covering cultural and process aspects covering the following.
- Rollout a campaign called ‘No Surprises’ to improve awareness among staff
- Established business processes definitions, map end-to-end process, define interdepartmental SLAs & process ownership
- Identification of performance metrics (CTQ/CTP) & data collection mechanisms
- Establish review rhythm for performance through dashboards rigor
- Exhaustive risk management framework to identify operational risks
Results
Reduced 60% reduction in operational losses, 80% improvement in escape defects and consistent daily management
