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Unlocking operational efficiency and supporting hybrid working with Decision Intelligence
PRODUCTIVITY
GAINS IN YEAR 1
10%
SIGNIFICANT DECREASE
IN OVERTIME
TEAM LEADERS
100% AOM ACCREDITED
COST SAVINGS
FROM INSOURCING
INCREASED
RESOURCES MOBILITY
REAL-TIME,
SINGLE VIEW OF OPERATIONAL DATA
“ActiveOps enabled us to create a constantly improving organization that keeps pace with the business but at the same time is coherent, unified, and managed in the same way across the board.”
Krzysztof Dąbrowski
Chief Operating Officer, mBank
Stories from mBank
Hear from across the ops team, the senior leader and team leaders about how ActiveOps Decision Intelligence has created transformative change.
The challenge – Insight needed to continue optimizing and support growth
mBank has always prioritized operational efficiency, work quality, and employee development. However, after years of successful optimization, achieving the same level of results became increasingly challenging.
The existing in-house workforce management solution provided high-level insights into productivity, capacity, and efficiency, but lacked the granularity needed for further optimization. mBank’s leadership identified the need to answer more specific questions, such as:
- How is each individual performing?
- What is happening in real time, so we can make intra-day adjustments?
- When will we be able to clear our backlog, and how fast?
- What workload and capacity do we have for next week, next month, and beyond?
Inconsistent metrics and reporting across teams further complicated day-to-day management. mBank recognized that technology alone wouldn’t suffice; they needed a standard methodology to unify operations.
“We were working more on the averages, and we didn’t have the proper visibility of the problems in the processes, and it was a constant work to evolve the software.”
Krzysztof Dąbrowski
Chief Operating Officer, mBank
The Solution – ActiveOps
mBank evaluated several solutions and selected ControliQ from ActiveOps for the Decision Intelligence solution, combining with the comprehensive Active Operations Management (AOM) methodology.
ControliQ combines human and artificial intelligence to help operations leaders make better decisions faster. Underpinned by AOM, ControliQ helps mBank bring together the data already in the organization to unlock powerful insights into what’s happening in operations. With this Decision Intelligence, mBank can unlock more capacity in order to increase productivity, customer satisfaction, employee engagement, and demonstrate the value of operations to the wider organization.
Due to the pandemic, the rollout of ControliQ was done completely remotely across all three countries mBank operates in, using Polish language translators to make sure everything was communicated as clearly as possible. “It was the most professional implementation I’ve had the pleasure of participating in,” says Natalia Kosmowska, Leader of Post Room at mBank.
ControliQ gives mBank a unified view of all operational data, facilitating real-time decision-making and future planning, including detailed training schedules. The platform also enabled mBank to efficiently manage resource lending and borrowing across teams, matching skills with availability to meet work demand.
The insights gained from ControliQ also revealed opportunities for process improvements, which helped mBank handle higher volumes and better utilize resources, by lending and borrowing team members across departments.
“ControliQ is a gold mine of process knowledge. We didn’t improve our processes blindly, we knew what kind of processes and what areas should we optimize at the beginning, using the data.”
Agnieszka Jadczyszyn
Managing Director, mBank
During the pandemic, ControliQ also supported hybrid working arrangements, allowing managers to track team activities and productivity in detail. Danuta Wesołowska, Manager in Corporate Process Handling, says: “It was fantastic to see in ControliQ who was working in which team on any given day, which processes they would be performing, and how much time they spent learning the processes.” Today, most of mBank’s back-office team works remotely, with no negative impact on performance.
“I remember managers that couldn’t imagine planning in such a detailed way. But after some time we have more data. Now we have accurate data, we have real-time management, we can plan initiatives
for training people, we can prepare for volume peaks.”
Lidia Szymańska
COE Manager, mBank
The Results
Using ActiveOps, mBank gained real-time data and granular insights needed to make faster, better decisions. These insights have empowered teams to take control of their work in progress (WIP), become more agile, and efficiently lend and borrow resources across teams. This led to impressive results, including:
- Achieving a significant reduction in overtime, as high as 60% decrease in one of the teams.
- Realizing annual cost savings from efficiency optimization.
- Realizing cost savings from insourcing, while creating more learning development and promotion opportunities for employees.
- Introducing a new Mobility Index to measure agility, tracking how many employees are lent and borrowed across teams, and achieving an increase in resource mobility of 3% per year.
One of the most significant changes brought by ActiveOps has been the way people are managed. Krzysztof says: “What I am most proud of is the way the team is working. You can approach any team in the business, and thanks to ActiveOps you can understand the measurements, processes and management of that team. So it’s easy for a senior leader like me to understand what is going on in the team, but it’s also very easy for any manager to feel at home managing any team.” said Krzysztof Dąbrowski, Chief Operating Officer of mBank
Overall, ActiveOps has significantly transformed mBank’s operations by providing critical data-driven insights that enhance decision-making and efficiency. The integration of real-time analytics and a strategic focus on continuous improvement have not only supported mBank’s growth but also achieved substantial cost savings and operational enhancements. This has enabled mBank to maintain its growth trajectory while effectively managing resources and improving overall performance.
“People wonder what the effect of remote work is on productivity and I actually know our answer. It’s a few digits after the dot, because of the way we’re managing things.”
Krzysztof Dąbrowski
Chief Operating Officer, mBank
About mBank
mBank is an innovation leader among Polish financial institutions. The bank provides a full range of modern financial services for individuals and companies – from micro firms up to biggest corporations as well as public institutions and the administration.
mBank was established in 1986 under the name BRE Bank and provided services for entrepreneurs. For over 17 years, within the mBank Group, previously the BRE Bank Group, there existed four separate brands: mBank, MultiBank, BRE Private Banking and BRE Bank. In 2013, the organization which worked with various client groups decided to emphasize its universal nature by adopting one common brand – mBank. Thus, one of the biggest banks in Poland – mBank S.A. – which brings together the multiannual experience of the four brands, opened another chapter in its history on 25th November 2013.
