The Opportunity

This centralised support area for a tier 1 banks business and premium clients was established to consolidate and centralise services being conducted across multiple locations and states. It experienced rapid growth with little control which led to poor service and less than desired usage. They were required to increase service levels to drive up usage while reducing budget.

The Solution

TSP recommended and facilitated four major elements:

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The Results

In the 6 months of the program, all service levels increased significantly which increased usage, all while reducing costs by over 30%.

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The Opportunity

The largest mortgage lender in the country wanted to improve its position in the market and significantly reduce it costs per loan.

They needed consistency across all centres to:

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The Solution

TSP piloted a performance improvement program in the ‘best’ centre to demonstrate potential capability across the network. This delivered a 30% productivity gain. This program was then rolled out to the rest of the centres.

The program was made up of the following five components:

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The Results

The bank took 56%* of the mortgage book growth of the major banks and doubled the amount of loans funded per FTE (Full Time Equivalent).

*The Australian May 25, 2009

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The Opportunity

A large Australian Insurance institution wanted to improve the performance of its insurance operations area. This Insurance company wanted to:

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The Solution

TSP ran a program in stages with the following elements:

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The Results

During the program a perfect service level was achieved, the general insurance call centre increased its conversion rate and won call centre of the year, unit costs decreased by 32% and culture improved dramatically

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The Opportunity

The merchant operations area of this Tier 1 bank had cumbersome processes and low productivity. The current cycle time was significantly greater than its competitors and even though pricing was more than competitive, market share was not growing. The bank wanted to:

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The Solution

TSP recommended and facilitated 4 major elements:

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The Results

During the program sales improved by over 60% making this supplier lead in several of their key sectors, costs decreased by over 50% and cycle time was slashed by over 90%.

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TSP identified the potential to leverage on economies of scale from the consolidation of HRSS activities to a single regional location. To create a seamless regional platform, TSP centralised, standardised and automated processes and implemented a scalable management operating system that would facilitate eventual regional consolidation (if the client wished to proceed in this direction). By the end of the project, operational efficiency had increased by 59%, allowing the department to reduce overtime by 60%, to absorb a 13% increase in work volume and to identify opportunities to build a proactive team culture through cross training, process improvement initiatives, archival activities, etc.

This project was undertaken in one of Australia's leading bank's corporate client service centre. The aim of the project was to increase the quality of the client service while also improving the productivity of the work force, thus decreasing wait times and general administration times for tasks. We conducted a thorough service and quality audit to identify areas of unit cost reduction and process improvement and also simultaneously conducted a cultural development program, leadership program and skills assessment. We implemented our proprietary management tool kit across the business and ensured a full knowledge transfer took place. The project yielded significant savings and process improvements, increasing efficiency and productivity by 75%.