Optimizing Delivery

Client Need: A mid-tier bank had recently gone through a major acquisition, along with conversion of all core systems to a new platform. The bank wanted to optimize operational processes and implement staffing level requirements to maintain service delivery while continuing its growth through acquisition strategy.

Solution: BenchMark developed lending and deposit operations’ staffing models based on current and projected activity volumes. Staffing model development required a detailed review of consumer, mortgage, small business and commercial loan operations as well as the account services and cash management areas of deposit operations. As BenchMark performed its detailed review, opportunities for process improvement were documented.

Results: The bank now has staffing models with which to project staffing requirements based upon anticipated future growth, and does not run the risk of being either over- or under-staffed. Implementation of BenchMark’s recommendations for process improvement, along with other identified expense reduction and revenue enhancement opportunities, will result in an annual benefit to the bank in excess of $1 million.