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YOMA BANK

Doing more with less in challenging economic conditions

PRODUCTIVITY
GAINS

12%

YEAR 1

CAPACITY

24%

INCREASE

OPERATIONAL
DATA

360°

VIEW

INSIGHTS
FROM

Real-time

DATA

PLANNING ACCURACY

35%

INCREASE

IMPROVED

Data integrity

DRIVES TRANSFORMATION

“The value we get from our data has helped us to do more with less. With Decision Intelligence, we can continue to deliver the best possible service to our customers no matter how challenging the conditions are out there. Any organisation that is looking to improve its planning processes and get control of its productivity, should talk to ActiveOps.”

Phyo Wai Lynn
Head of Credit Operations, Yoma Bank

The challenge – manual ops data analysis hampers speed and accuracy of decisions

The back office team at Yoma Bank worked hard to support front line teams and customers, but with largely manual processes. That lack of tools made it difficult to analyse their operational data to answer questions such as:

  • How much resource do we need to complete the work we have?
  • What work is coming down the line next week, month, and quarter?
  • Are my remote workers working productively, and are they engaged or at risk of burnout?

Phyo Wai Lynn, Head of Credit Operations at Yoma Bank, explains: “we needed to increase the transparency of our operations. Managers needed accurate data on productivity, capacity, and expected future workload, and they needed it all to be available in real time and from home, if they were working remotely.”

The Solution – ActiveOps

Phyo Wai Lynn and the team at Yoma Bank were introduced to ActiveOps, and immediately saw its potential. “There isn’t anything else out there that compares to ActiveOps,” says Phyo. “The combination of technology and methodology is unique.”

The team decided to adopt ControliQ, which combines human and artificial intelligence to help operations leaders make better decisions faster. Underpinned by the Active Operations Management (AOM) methodology, ControliQ helps Yoma Bank bring together the data already in the organisation to unlock powerful insights into what’s happening in operations. With this Decision Intelligence, Yoma Bank can unlock more capacity in order to increase productivity, customer satisfaction, employee engagement, and demonstrate the value of operations to the wider organisation.

By the end of the rollout, Yoma Bank was using ActiveOps in its credit operations, procurement teams, IB teams, as well as core, branch, and trade operations. Throughout, the team was impressed with ActiveOps’ supportive approach. Phyo Pyie Soe, Senior Ops Manager for Credit Operations at Yoma Bank, says “their focus on improving our individuals as well as getting the software set up was something we really appreciated.”

The results – thriving in challenging conditions with Decision Intelligence

Decision Intelligence gives Yoma Bank a complete view of productivity operational data in real time, driven by a massive improvement in the quality and integrity of Yoma Bank’s data integrity. With its data now in shape, Yoma Bank has been able to achieve outstanding results:

  • Capacity has increased by 24%, equating to 26.2 FTE
  • Productivity has risen by 12%
  • Planning accuracy has risen by 35%
  • Yoma Bank is now in the top quartile for performance across all our clients according to our OpsIndex data

The capacity Yoma Bank has unlocked has also been used to give employees additional training in both technical and soft skills. Phyo Pyie Soe says, “the training we’ve given our people helps us serve frontline staff even better, creating a more productive and friendlier place to work.”

On top of this, improved productivity means that Yoma Bank is able to provide its customers with faster service, improving satisfaction and protecting the bank’s reputation as “the Responsible Bank”.

Decision Intelligence has enabled Phyo Wai Lynn and his team to transform the way they work to survive the global pandemic and the continued economic turbulence in Myanmar.

“The value we get from our data has helped us to do more with less. With Decision Intelligence, we can deliver the best possible service to our customers no matter how challenging the conditions are out there. Any organisation that is looking to improve its planning processes and get control of its productivity should talk to ActiveOps.”

Phyo Wai Lynn
Head of Credit Operations at Yoma Bank

About Yoma Bank

Founded in 1993, Yoma Bank is now in the top five largest banks in Myanmar. Yoma Bank provides personal and business banking services to Burmese customers, with a heavy focus on small-to- medium enterprises (SMEs) on the business banking side of the organisation. Yoma Bank employs more than 3,900 employees, with 15% of those making up the bank’s extensive back-office operations that support 85 branches across 44 cities.