A Texas-based commercial bank that delivers highly personalized financial services to businesses and entrepreneurs continues to experience significant growth, leading to an increase in demands on their Operations teams. Operations is divided into five areas: Loan Operations, Deposit Operations, Procurement, Business Integration, Client Onboarding & Service Delivery.
Each team had defined several Key Performance Indicators (KPIs) and Key Risk Indicators (KRIs), but data collection and report creation remained a manual and time-consuming process.
Key challenges included:
- Urgency in finding an appropriate solution to capture and present information to keep up with the increased demands on Operations
- Inconsistency in the measure and presentation of KPIs and KRIs across teams
- High level of effort to produce metrics
A Texas-based commercial bank that delivers highly personalized financial services to businesses and entrepreneurs continues to experience significant growth, leading to an increase in demands on their Operations teams.
Due to demands the Operations department was facing, the Head of Operations identified an opportunity to improve the process of defining, capturing, and visualizing KPIs and KRIs and engaged Sendero as a partner.
We began by conducting interviews and asking critical questions to each Operations team to gain an understanding of their core functions, roles, and responsibilities. Based on the interview feedback, our team was able to capture a wholistic view of current KPIs/KRIs, assess the needs, and provide recommendations for KPIs/KRIs that should be captured moving forward.
Following our recommendations, we partnered with the bank’s Reporting & Analytics team to determine the best vehicle to aggregate data efficiently and report information accurately, ensuring sustainability in the future. Microsoft Power BI was implemented and used as the reporting vehicle and provided the team with a way to capture data and develop custom and dynamic dashboards for each Operational Team.