Business Banking Associates Operational Review

Challenge

Ahead of an anticipated productivity objective, a leading Australian bank engaged Cinc to review the operations of its Business Banking Relationship Associate teams. Gaps in historical data meant there was no reliable baseline for capacity or performance.

What we found

There was material capacity to recover through better workforce utilisation and simpler processes, available without waiting for new technology.

How we helped

We established a data-led baseline using Cinc Performance Insights, targeted analysis of system data and direct observation, then sized the opportunities and set out how the benefits could be realised.

Team members involved: Peter Campbell, Steven Tan and Louis Auclair.