Enabling an effective structure resulted inm 25% cost out, 50% in service level uplift and a 50% reduction in complaints, operational risk evetns and technolgy outages
Industry | Banking
The Ask
Deliver organic efficiency and uplift in service and culture across key priorities of customer, people, digital, operations and risk management.
The Challenge
A poorly performing business requiring structural change, with low staff engagement, red service levels, high customer complaints and high levels of operational risk events.
Synerga's Approach
Injected key people into key leadership roles, leveraging existing internal capability but raising the bar on what good looks like and setting targets that were both aspirational and achievable. Established a clear agenda and Program of change with governance, cadence and accountability (top down) across the E2E business that all people engaged with.
The Outcome
Delivered 25% absolute cost out, 50% lift in service levels, staff and digital customer engagement, 50% reduction in complaints, operational risk events and technology outages
Comments