Commercial Loan Operations Performance Improvement

Client Need : A top 10 bank requested a comprehensive performance review of its commercial loan operations to provide management with recommendations to increase the efficiency and quality of operations, and ultimately service delivery.

Solution: The BenchMark team performed a comprehensive assessment of the current environment including organizational structure, technology, processes, and service delivery performance with business partners. From that analysis, current performance gaps were identified based on a comparison to industry best practices. A target environment was developed including organizational structure, process, technology and level of service agreement recommendations. Recommendations were quantified and delivered along with an implementation plan detailing the steps required to achieve the target environment.

Results: BenchMark recommendations identified opportunities of $2+ Million in staff savings from excess capacity. T he target environment design would enable management to enhance performance and improve its quality of operations.