Middle Market Standardization

Client Need: The middle market commercial lending division of a $300 billion bank holding company requested assistance with consolidation and standardization of policies, procedures and technologies for four middle-market lending sites.

Solution: BenchMark Consulting documented the current operating environment including workflows, processes and procedures. From that analysis, a target operating environment design was developed along with new service levels, performance goals, functional job descriptions and procedures manuals. A staffing model was developed and management was trained in its use.

Results: Annual savings of more than $39 million were identified from consolidation, standardization and improvements to operating environment. Operational job functions performed in the front office were realigned to the back office, which increased business development capacity.