Banking & Financial Services
Unwieldy business models, unnecessarily complex operating models, and an ability to turn big ideas into reality face the banking sector.
We recognise why these challenges exist. Intrusive regulation and hefty fines have led to a decline in profitability and top talent gravitating to other industries. Slow decision making and long development lead-times means more agile and specialised players are able to deliver better service at a lower cost.
Using our expert sector knowledge we deliver to our banking clients a range of positive and practical change programmes that help to retain the best industry talent. We deliver programmes that boost the cost income ratios increase customer satisfaction and improve employee wellbeing. Most importantly of all, our solutions have helped bring much needed stability back to the sector. The result of which hasn’t simply grown profits, it’s made it easier for our banking clients to keep their promises – that most priceless of commodities.
The results are in
Our work in banking has been extensive. From setting up an entirely new banking operations, to managing reductions in compliance breaches, and running large scale training programmes across multiple business units.
After the 2008 crash, we worked with the Bank of England to dramatically increase the capacity of their liquidity services teams. This helped them reach the unprecedented quantitative-easing requirements set out before them, assisting in restabilising the economy
Our work for Lloyds Bank has seen us support them in reducing their account management operations payroll cost base by 30% over three years, whilst we also developed a multi-functional approach to break down their culture of silos in the sales support areas. This saw a reduction of over 70% in product lead time, hugely increasing competitiveness.
Across the United States & Mexico we have worked with Citibank to improve their multichannel customer experience, in so doing helped them to achieve some vital strategic goals twelve months ahead of schedule.
Recently we have delivered successfully our proprietary Design of Service Operations training programme to senior managers within RBS – accrediting them to the Loughborough University framework.
Clients we’ve supported
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In this project, we worked closely with multiple client stakeholders to develop an approach that delivered outstanding, transformative change for the bank.
Our project increased productivity at a high street bank complaints handling centre by 30%, saving £4m per year.
Global collaboration drove customer improvements in an international bank’s Latin American arm.
A credit card division of a global bank set a strategic ambition to be in the top 3 companies ranked by NPS within 3 years.
A large international credit card company managed its marketing strategies largely within single campaigns and programs.
A bank’s fraud department had seen work double year-on-year; our work led to a 20% increase in productivity and improved customer service.