validus management consultancy UK

Financial Services Case Study

Major UK bank

Membership targets of subscription service not being met
Subscription rates improved and increased enquiry volume managed by existig staff


  • A Major UK bank


  • The bank piloted a member subscription, data information service based on electronic search facilities and telephony
  • Membership targets were not being met
  • No management mechanisms or service level agreements defined and in place within Operations
  • Poor communication, co-ordination and co-operation between Marketing, Systems Development and Operations – geographically remote locations


  • Reviewed existing processes within Operations – in detail
  • Established new organisation structure reflecting ‘front end’ contact and ‘back-end’ information provision within Operations
  • Developed and implemented a work planning and management model
  • Developed and implemented improved processes, standard operating procedures and service level agreements for both front and back end working
  • Coached and developed managers and supervisors in application and use of model and procedures
  • Established effective communication mechanisms between Marketing, Systems Development and Operations to support the dynamic developed of the overall programme
  • Developed the model for nurturing and supporting new enterprises within the banks culture


  • Improvement in member subscription rate
  • Increased volumes of inquiries met from within existing staffing – recruitment programme substantially modified
  • Information systems operated on a more integrated basis
  • Improved relationships between participating functions, IT, Marketing, Operations