An integrated client view for faster speed-to-market

Design thinking creates stronger relations and a simplified end-to-end process.

The Wholesale Lending operations teams in India and UK worked collaboratively to redesign the end-to-end (E2E) Lending operating model by applying design thinking principles, ensuring faster ‘speed to the market’ in servicing our clients and helping them take their business forward.

The Lending journey was mapped to identify the multiple touch points resulting in significant re-work, with the risk of not meeting time-sensitive client expectations. Consequently, coverage-aligned hubs were created serving specific region or industry segment via co-located and virtual cells eliminating unnecessary handoffs and touch points. It ensured stronger relationships with the front office, enhancing productivity and enabling ‘load balance’ for faster turnaround.

Benefits:

• Client experience: Cycle time reduced
• Efficient design: Touch points between Origination and Operations reduced
• Productivity: Individual productivity increased
• Consolidation of roles reduces unit processing time
• Resilience:
  • Hubs build scale in strategic locations thus providing resilience through replicated hub ⁄ cell teams
  • Cross-skilled virtual cells allow for rapid reconfiguration against changing client priorities and volumes
• Colleague experience:
  • Improved end-to-end awareness and proximity to client driving greater engagement and job satisfaction

Since its creation, the business has witnessed a positive impact on meeting clients’ expectations and reinforcing our commitment towards customer obsession.