Challenge A major international bank operating in multiple markets was faced with tightening margins, flat-lining economic activity, and unsatisfactory productivity ratios. Each of the bank’s operations was standalone, with branches carrying out the majority of their own mid- and back-office functions. Regulation differs and is evolving in each of the bank’s markets, making it increasingly complex to stay up-to-date and ensure compliance.
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Challenge A leading bank was suffering unusually high levels of retail loan delinquency, which spiked above 20% during an economic downturn. Lending staff were rewarded on the basis of loan volume rather than quality while most loan underwriting and all collections were done solely at the branch with minimal audit.
Challenge A market-leading bank with multiple business lines—including deposits, secured and unsecured credit, payments, investments, and insurance—had siloed digital channels that created an uneven customer experience and a poor sales environment. The bank aimed to improve efficiency, increase sales, and hold onto its market share vs. both traditional rivals and emerging fintech challengers.
Challenge A country in southwest Asia wanted to improve access to financial services for both citizens and for a significant refugee population. Concerns about inclusion and efficiency, along with the important role of cross-border remittances, indicated that digital financial services would offer the best solution. To enable the roll-out of DFS, the country’s central bank—backed financially and technically by two international development institutions—required the creation of an appropriate regulatory framework.
Branches & Stores
Challenge A major international bank, with operations in 22 countries, needed to significantly improve customer experience and increase efficiency in order to maintain good profitability in a challenging revenue environment.