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Improving real-time decisions

Improve operations capacity management with solutions from ActiveOps. KBC delivers a more consistent and higher quality of customer service through the use of ActiveOps, helping our operations become more agile, flexible, customer-centric, efficient, effective, and lean.

Eammon Tuffy
Director of Operations

Business challenge

Recognizing the need to maintain the bank’s competitive edge and a drive for continuous operations improvement, it became clear that the management information available and the manual capacity management tools in place limited team leaders’ abilities to make real-time decisions and adjustments to the operations.

At the time, Operations data was collated through manual processes and lean developed practices and although accurate, the information was not available in real-time and was subject to spreadsheet formula or consolidation errors. As a result, team leaders would often interpret and apply the data differently within the confines of a department.

Following visits to existing ActiveOps customers, the bank selected ActiveOps to provide real-time operations data presented in designed-for-purpose dashboards and reports and provided a consistent management framework and language to interpret and act on the information provided.

Business Benefits

  • Enhanced real-time operations performance data
  • Capacity management
  • Flexible resourcing and load balancing
  • Consistency in the achievement of service levels
  • Consistency in operations management tools and techniques across departments
  • Reduced requirement for over-time
  • Ability to absorb growth with existing resources
  • Ability to track continuous improvement initiatives
  • Sustainment and career enhancement through AOM accreditation

Team Leader Benefits

Using ActiveOps and the AOM methodology, team leaders can now identify spare capacity, skills, and training requirements, enabling staff lending between teams to meet peak workloads.

Team members benefit through working in different functions, while the business itself benefits from reduced overtime and hiring costs by absorbing an increase in workload using existing resources.

About KBC Bank Ireland

KBC Bank Ireland has been providing banking services in Ireland for 40 years. Part of the KBC Group, one of Europe’s most recognisable financial institutions, KBC Bank Ireland employs over 1,000 staff in Dublin, Cork, Limerick, Galway, Kilkenny, and Waterford.