Branch Cost Optimization Realization

Background

The client had a large deposit base of primarily current accounts. With a declining interest rate cycle, it faced the issue of lower revenue and therefore decided to cut costs in order to preserve the profit.

Methodology

• Process Review by Division
• Org Structure Review
• Capacity Planning
• Job Redesign

Business Outcomes

Sales improvements

• Doubled productivity for PL processing
• 25% increase in card sales
• Single sales and marketing organization covering all products

Service improvements

• Optimized queue management
• Customer segregation
• Designated branch use
• Improved capacity planning
• One-stop customer service

Cost optimization

• Reduced FTEs by 30%
• Increased span on control by 33%
• Reduced specialized groups in the phone centre by 50%