Financial Services Case Study

Investment Services at UK bank

Inadequate performance management culture and supporting information systems

Identified and released 23% of existing capacity to support additional strategy activity

The Investment Services Units within the Wealth Management Division of one of the major UK banks

Need to identify and release capacity in order to resource additional activity to support the implementation of a new Wealth Management strategy
Business processes were not consistent across a total of five Investment Unit locations
No capacity management / resource planning data or systems
Inadequate performance management culture and supporting information systems

Carried out a series of introductory 'scoping' workshops with selected members of staff across all five locations Initial comparisons of output performance across locations
Carried out a series of detailed process reviews and comparisons covering all Investment Unit processes, across all five locations, identified key process differences and critique of weaknesses
Carried out series of re-engineering workshops involving representatives from all locations to establish an agreed set of more effective and efficient processes
Reviewed all proposed process changes with Group Risk and Compliance departments for agreement and sign-off
Implemented new processes across all locations
Developed and implemented a workload and capacity planning model to enable both 'what-if' scenario planning, also to manage performance on a regular structured basis
Reviewed the rationale for the number of locations and developed structure options
Carried out a series of Performance Management workshops to establish a genuine performance focused culture

Identified and released 23% of existing capacity to support additional strategy activity
Established vastly improved and consistent processes across all locations
Implemented a performance management culture