Projects -- QUALITY & SERVICE EXCELLENCE

TOP GLOBAL BANK – EMEA

• Advisory on Quality & Service Excellence and Human Capital Management
• Mandate was to significantly enhance Sales & Service Strategy across all business lines by enhancement of operational and organizational infrastructure
• Revitalized Service Quality infrastructure, Quality Dashboards reporting, Escalation Matrices, Process Improvement initiatives
• Devised new sales strategy for consumer finance through new merchant acquisition
• Advised commercial business on selling Treasury / FX / hedging instruments to untapped mid-market clientele
• Advised consumer, and commercial businesses on strategic hiring to enhance business capability

LEADING CENTRAL BANK – ASIA

• Consortium partner on ground-breaking assignment for leading monetary authority
• Developed a pioneering Service & Quality Audit Framework to facilitate central bank’s ability to assess service delivery capabilities of financial institutions in the country on an ongoing basis
• Model was developed as part of country’s Financial Sector Master Plan – to encourage local players to enhance capabilities in view of further deregulation and higher competition in the market
• Interviewed and consulted with CEO’s / Top Management of entire financial sector inclusive of Commercial banks, Investment banks, Insurance firms, Brokerage Houses, as well as growing Islamic Banking Sector
• Detailed analysis of banks’ process capabilities as well as customer experience data.
• Benchmarked country against leading regional and global players across product lines, service channels and process KPI’s

LARGE PUBLIC SECTOR BANK -- ASEAN

• Implemented Quality Initiative across the consumer business to enhance service levels, customer satisfaction and loyalty, and the bottom line.
• Developed and supervised cross-functional teams to address critical customer issues
• Certified and trained several dozen officers on Quality tools & techniques,
• Facilitated process improvement in key areas including Mortgages, Branch a/c opening, credit card issuance
• Advised HR on incentivising efforts in Quality by development of linkage to year-end bonus pay-out

Back to Projects page.