Business challenges

Recognising the need to maintain the bank’s competitive edge and a drive for continuous operations improvement, it became clear that the management information available and the manual capacity management tools in place limited team leaders’ abilities to make real-time decisions and adjustments to the operations.

At the time, Operations data was collated through manual processes and lean developed practices and, although accurate, the information was not available in real-time and was subject to spreadsheet formula or consolidation errors. As a result, team leaders would often interpret and apply the data differently within the confines of a department.

Following visits to existing ActiveOps customers, the bank selected Workware to provide real-time operations data presented in designed-for-purpose dashboards and reports, and AOM to provide a consistent management framework and language to interpret and act on the information provided.

KBC Bank Ireland implemented Workware and the Active Operations Management (AOM) method in two phases, the first in early 2016 and then a second phase in the second half of 2016. Each phase was completed within 12 weeks.

The immediate benefits to the banks’ operations included: enhancements to management control and production visibility, cost control, management of team productivity, and flexibility of all operations.

The result is a consistent, industry-recognised operations framework of meetings and terminology supported by trusted comprehensive and real-time operations information. The operations teams have experienced a noticeable uplift in team and team member involvement, and faster turnaround of work to meet customer expectations.

KBC Bank improve operations and capacity management with solutions from ActiveOps

About KBC Bank Ireland

KBC Bank Ireland have been providing banking services in Ireland for 40 years. Part of the KBC Group, one of Europe’s most recognisable financial institutions, KBC Bank Ireland employ over 1,000 staff in Dublin, Cork, Limerick, Galway, Kilkenny, and Waterford.

The operations teams have experienced a noticeable uplift in team and team member involvement, and faster turnaround of work to meet customer expectations.

KBC BANK | IRELAND C A S E S T U DY

ActiveOps feels like the next stage in Ops management and is very much aligned with our existing Ops management tools (Lean, Cap plans and Whiteboards, etc).

Team leaders at the front face of the operations have been better able to plan ahead effectively and with a greater visibility of capacity, and reduce stress associated with managing workloads and peaks in workloads.

• Enhanced real-time operations performance data• Capacity management• Flexible resourcing and load balancing • Consistency in achievement of service levels• Consistency in operations management tools and

techniques across departments• Reduced requirement for over-time• Ability to absorb growth with existing resources • Ability to track continuous improvement initiatives• Sustainment and career enhancement through AOM

accreditation

KBC delivers a more consistent and higher quality of customer service through the use of Workware and AOM from ActiveOps helping our operations become more agile, flexible, customer centric, efficient, effective, and lean. Eamonn Tuffy, Director of Operations

Key Benefits

KBC BANK | IRELAND C A S E S T U DY

The Workware planning tool we are using allows the team to easily capture data, which we then use for planning.

KBC BANK | IRELAND C A S E S T U DY

ActiveOps – Manage DifferentlyActiveOps is a leading provider of digital operations management solutions to financial services, BPOs, governments, healthcare, and other service industries.

Our cloud-based solutions are proven to optimise operations, reduce costs, and improve service delivery and staff well-being. Customers can confidently prepare for, and then run, their service operations taking full advantage of the benefits of transformation programmes including RPA, automation, digitisation, and outsourcing.

Workware™ enables the optimisation of individuals, robots, teams and departmental resources from a single application.

Operations data is aggregated, analysed, and presented in real-time. Using Workware, managers can quantify work and time, identify capacity, identify processes to be automated, and plan resources.

The Active Operations Management (AOM) Method embeds a consistent and sustainable framework of operations best practices. Operations professionals are coached to maximise the data through collaborative capacity planning, structured review meetings, and skills development.

ActiveOps operates across the globe from offices in the USA, UK, Ireland, India, South Africa, and Australia.

Website: activeops.com

Team Leader BenefitsUsing Workware and AOM, team leaders are now able to identify spare capacity, skills, and training requirements, enabling the lending of staff between teams to meet peaks in workloads. Team members benefit through working in different functions while the business itself benefits from reduced overtime and hiring costs by absorbing increase in work load using existing resources.

As team leaders, we now have the ability to better plan and control our team’s workload –  we are beginning to manage the work rather than the work managing us.

The Operational Control Challenge Training Course was very interactive and “hands-on” and give us a really good understanding of the Forecast-Plan-Control-Review cycle.

With ActiveOps we are now working more as a department instead of individual teams – AOM methodology has shown us how working together can better achieve overall department targets.