Although the immediate issues faced by Lending Services were addressed tactically by significant overtime it was AOM that offered a sustainable strategy and for the long-term, a stronger, more agile operations function.
NAB management now have improved levels of confidence and operation a control across the organisation. By increasing visibility of workloads and capacity, enabling better forecasting and developing a flexible, multi-skilled workforce the AOM programme was able to address internal and customer facing demands. Unit processing costs were reduced while at the same time new aligned metrics and KPIs showed increased customer service and quality. With productivity significantly increased and much more stable, NAB is now able to deliver a consistent customer experience with a more motivated, diverse and empowered workforce.