Piloting Process Improvements

Leah Hoffmann

After a series of acquisitions, it was time for a commercial bank to standardize its back-office loan processes. Knowing that his lean team would need additional support, the SVP of Process turned to Business Talent Group.

The first process on the client’s agenda was small business lending. From origination to servicing, each loan type was handled differently; the client’s goal was to get consistency in at least 80% of the work. But he needed help defining a new process that would both successfully address customer needs and reduce internal inefficiencies.

Our financial strategist began with a short diagnostic that helped her understand current workflows, identify customer pain points, and understand competitive trends. Then she outlined key principles for servicing small business customers and designed a detailed end-to-end process that followed them, including risk analyses, controls, and roles and responsibilities. After presenting these recommendations to stakeholders, she outlined an implementation plan, and continued to work with the company on a part-time basis as the client began to execute.

 

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