Case study

A leading Asia Pacific retail bank

Delivering operational improvement

This Asia Pacific retail bank had one overriding objective: to be a ‘world-class regional bank’. Although the bank had a high level strategy, it was missing an implementable solution to meet these objectives.

PA designed an operating model that was piloted across three different sites, over a 10-week period. The subsequent conversion program comprised over 400 roll-outs and relied on proven program management disciplines to ensure successful delivery.

The program was benefit-driven and founded on a business case with a payback period of 15 months. With PA’s help, the bank achieved a 30 percent improvement in branch sales, and during the transition process to the new operating model, sales by the converted branches  outperformed traditional branches by over 70 percent. Not only were sales results impressive, they were achieved with processing staff reduced by a third, and sales per staff member increased by over 80 percent. Processing efficiencies were delivered in parallel, through process re-engineering and the centralization of 80 branch processes.

PA transferred the necessary skills and ownership of the operating model to the client’s retail management team. Local staff are now able to track performance and take corrective action. Through this skills transfer, PA has ensured that the project is not just a one-off leap in performance, but will build continuous improvement for many years to come.