Improving client service and team efficiency
“ActiveOps software and their AOM methodology have been critical in aiding our understanding of resourcing needs and helping us to plan specific training, ensuring we keep the right skill set and cover. The Variance meeting has been given great insights into the impact of change on our BAU operation and helped us adjust upcoming plans to allow for it.”
The Bank’s Operations Management were seeking a solution to primarily improve operational efficiency, employee satisfaction, and professionalism in the running of Operations in the Bank. Some of the issues experienced included inconsistent language and method of collecting/interpreting data across Operations and limited visibility of team performance.
The objective, therefore, was to identify and implement a solution to provide a single performance data view of all operations, visibility of workload and resources, and a consistent way of working across all back-office operations. Spanning 78 teams in disparate locations the adopted solution needed to replace spreadsheets and manual reporting to enable improvements in planning and resource sharing.
ActiveOps was selected after a short round of consultation with existing ActiveOps customers which enabled AIB to recognize ActiveOps as a market leader in Digital Operations Management.
In total, in excess of 900 licenses were initially deployed in conjunction with over 100 managers and team leaders being extensively trained in the AOM methodology. Developing on this, a Center of Excellence was established, and a network of AOM Leads and Champions were trained to provide local support.
This significant investment in people by way of training in new methodology and technology meant that within 18 months of implementation, the following quantifiable business benefits were observed:
- 23% uplift in productivity
- 11% increase in complex productivity
- 27% reduction in correlation between work in and productivity
- Over 100 team leaders and managers trained in the AOM methodology
The team leaders were now able to accurately forecast work volumes, address skill deficits, and utilize resources better. Through a consistent framework of meetings and interpretation of operations data, the management was able and willing to loan team members between teams.
In summary, our benefits include:
- A single trusted view of all operations data
- Clearer reporting lines across disparate locations
- Resource sharing
- Demand-driven planning up to 12 months ahead based on accurate historical data
- A consistent and frequent business framework of meetings providing clearer insights on business trends and resources
As a result, any team-based silos that existed were removed and AIB was able to reduce overtime and temporary hiring costs as a result. The wealth of data AOM provides also enables AIB to focus on its journey of continuous improvement.
About Allied Irish Bank
AIB is a financial services group operating predominantly in the Republic of Ireland and the UK. We provide a comprehensive range of services to personal, business and corporate customers in our target markets and have leading market shares in banking products in the Republic of Ireland. AIB’s business has been restructured in recent years with the aim of becoming a customer-focused, profitable and lower-risk institution, well-positioned to support economic recovery in Ireland while seeking to generate sustainable shareholder returns.