Branch Process Transformation

Background

Branch transformation was identified as a key requirement to build organisational capability to meet our client’s 5 year growth ambition. Presently, the branches faced several problems including lack of sales focus, cumbersome ops processes managed at branch level which took focus away from sales & service and inefficient controls.

Methodology

Arete created a four-fold strategy to address the problem:

• Enhanced Relationship Opening
• TD Automation
• Automated Chequebook Re-order
• Series of 25 Quick Wins

Business Outcomes

• Changed time spent dynamics of branches from 10% on sales, 30% on service and 60% on operations to 60% on sales, 30% on service and 10% on operations
• Achieved costs savings by Ops FTE reduction of USD 1 million per year