Automating processes driving operational efficiency
- Nick Wright
- Mar 3
- 2 min read
Client:
Our partner is one of Australia's major financial institutions, providing a wide range of banking and financial services to individuals, businesses, and institutions. With a significant presence in Australia, New Zealand, and global markets, Our partner plays a crucial role in the financial landscape, offering services such as retail banking, business banking, wealth management, and corporate banking.
The Problem:
We were engaged by the EGM of Operations Excellence to optimise key processes within the loan amendment division of the bank.
The objective was to limit interruption and thus drive-down time-on-task for team members by leveraging existing systems data to automatically create process maps. From documentation of systems, instructions, and procedures, these processes were automated where possible, making it easier for leaders to identify areas of improvement.
The Solution
The solution was the creation of a refreshable data pipeline, initially involving 6 months of raw data from 4 systems that could be transformed and loaded into the process model software (Signavio). Accurate multi-level process maps based off the event and audit log data were then created with minimal team member involvement for the targeted loan amendment areas.
The Outcome:
The developed solution enabled decision-makers to evaluate manual processes with greater confidence. Bottle necks and variances in the highlighted areas were scrutinised in loan amendment processes, which enabled development of strategic initiatives to address these issues. These initiatives led to an increase of 25% in loan amendment requests meeting the agreed SLA (Qtr v Qtr).
Next Steps:
The creation of the data pipeline combined with the process mapping capability enabled the business to track key metrics in their processes on a weekly basis, which supported the continuous improvement activities. The success of this data pipeline creation paved the way for Operations Excellence to leverage this approach for other processes.
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