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Multinational Agribank

MULTINATIONAL AGRIBANK

"For the first time I really feel my contribution is being recognized. I also appreciate the investment in my development to equip me with the skills essential to furthering my career."

Challenge

  • A multinational agri-financing and sustainability-oriented bank had recently implemented a new workflow solution across multiple countries within the group, however it was unable to track the actual productivity of its people and teams.
  • Given the sensitive and high-value nature of the work being processed, many four-eye checks were being performed, though the outcomes of these were not being tracked.
  • Loaning and borrowing of bankers between teams was being done based on intuition or to cover staff absences.
  • It was widely accepted that differing regulatory requirements between countries had an impact on the effort and cost to deliver services to customers, though the specifics of these nuances were indiscernible.

Solution

  • Identical business service structures were defined for multiple countries to facilitate effort, efficiency and cost comparisons.
  • Proactive planning was introduced to identify and quantify excess capacity and inform workforce prioritization decisions.
  • Telephony and workflow data was integrated with Reveal.
  • For the first time quantitative and qualitative error tracking information was collected and reported as was the amount of low-value work being performed.

Results

  • Using insight from Reveal, it was determined that in excess of 80% of each business service process was identical between countries, which allowed workflow to be used to better share work.
  • Capacity release from 26% productivity improvement was reinvested in cross-skilling and up-skilling activities based on error tracking insights.
  • The department was able to absorb overflow work from other divisions of the bank without needing to increase their FTE.

KEY STATS

26% uplift
employee productivity

19% improvement
quality results

25% increase
skills development


27 managers


2 locations