A major regional bank has launched a strategic project to optimize its home loan process, with the aim of simplifying procedures, streamlining tools and improving branch delegation rates.
The project also aimed to align local practices with the banking group’s standards, while putting in place a comprehensive steering system for customer managers. The aim was to improve process efficiency while guaranteeing a high level of compliance and customer satisfaction.
PALMER supported this transformation by providing its expertise in project management, optimization of banking processes and implementation of solutions tailored to the company’s specific needs.
Expertise in optimizing banking processes: specific expertise in simplifying home loan processes, reducing redundancies and improving the fluidity of procedures.
Collaborative approach: workshops and interviews to co-construct solutions, involving local and head office stakeholders.
Streamlining tools: proposing solutions to reduce the number of tools used and centralize processes to improve credit management.
Strategic alignment: ensuring a perfect match between the specific needs of the regional bank and the standards of the banking group.
Rigorous project monitoring: project committee (COPRO) and steering committee (COPIL) meetings to ensure deadlines are met and actions are adjusted according to feedback from the field.
Optimizing credit processes: proposing scenarios for simplifying and optimizing tools, to reduce lead times and improve performance.
Training and upskilling teams: actively involving local teams in understanding and adopting new processes to ensure their effectiveness.
Improved branch delegation rate: increased automation and delegation of decisions within branches to streamline the credit process.
Rigorous monitoring and steering: regular committees (COPRO and COPIL) to monitor progress and adjust the project according to emerging needs.
Analysis of existing processes: identification of redundancies and friction points in existing home loan processes, and proposal of solutions to simplify and harmonize practices between branches and Group entities.
Workshop facilitation: organization of workshops and interviews with stakeholders to ensure a clear understanding of specific needs and facilitate the co-construction of appropriate solutions.
Optimization proposals: development of scenarios for simplifying tools and processes, with a particular focus on reducing lead times and improving customer satisfaction.
Implementation management: rigorous monitoring of actions through regular project committees (COPRO) and monthly steering committees (COPIL), to ensure that objectives and deadlines are met.
Post-implementation monitoring: setting up monitoring indicators to measure the adoption of new processes and ensure continuous improvement in the efficiency of habitat credit.
Alignment with Group standards: the need to adapt the regional bank’s specific practices to Group standards, while meeting local needs.
Diversity of tools and practices between agencies: the variation in tools and practices between different agencies and Group entities has made harmonizing the process more complex.
Limited availability of internal resources: lack of internal resources to run a project of this scale, requiring external support to ensure success.
Complexity of the transition: the process of moving to more centralized tools and practices required careful change management and constant communication with local teams.
Process simplification: Reduce redundancies and friction points in the home loan process, ensuring greater operational efficiency.
Increasing the rate of delegations in branches: implementing solutions to increase the rate of delegations of decisions within branches, thus improving responsiveness and customer satisfaction.
Improved management: thanks to rigorous monitoring via COPRO and COPIL committees, the project has enabled more transparent management and optimized control of credit process performance.
High customer satisfaction: improved processes have led to shorter processing times and greater simplicity for customers, boosting their satisfaction.
Alignment with Group objectives: the project has harmonized local practices with Group standards, ensuring consistency and enhanced performance within the banking community.
