Retail Delivery and Operations
This client is a Community Bank which has experienced 12.5% annual organic growth. The growth has been fueled primarily by opening branches in neighboring communities and new product development. The Bank anticipates continued growth at a rate of 10% annually as they continue to expand their distribution network. Our client's challenge was to ensure that the existing Branch network was properly supported and that incremental growth could be accommodated. Our assignment was to conduct a comprehensive review of the Retail division to determine:
That best practice methodologies had been developed and maintained.
If manpower and staffing requirements properly supported quality customer service.
If the product set properly balanced Customer needs while optimizing profitability.
Cheryl Gross & Associates assigned a senior project manager to conduct an independent review utilizing interview techniques which:
Identified processes that could be standardized across all delivery channels
to provide a consistent customer experience and improve controls.
Identified decentralized processes which could be centralized to improve control,
eliminate errors, reduce expense and enable delivery channel staff to focus
on client needs and expectations.
Identified fee income enhancements on products with elastic demand.
Identified process improvements which provided productivity gains without increasing risk.
Project Management 