Complex Servicing and Variations Diagnostic

Challenge

A major Australian bank’s business banking operations spanned several large teams, but leadership couldn’t see where productivity and turnaround times were falling short, or why.

What we found

Performance varied widely between people and teams, and manual work allocation, avoidable rework and disconnected systems were absorbing capacity.

How we helped

We used Cinc Performance Insights alongside the bank’s own data to pinpoint and size the opportunities, then ran a short test-and-learn trial to confirm the quick wins worked in practice.

Team members involved: Steven Tan, Louis Auclair and Maurits van Prooyen Schuurman.