To better meet the needs of both customers and shareholders financial institutions need to accelerate change, reduce total lifecycle cost and protect their reputation. This can be achieved by focusing on the entire customer journey - combining a mix of established ‘best practice’ and leading thinking from other sectors.

For many there is a new norm in Financial Services – uncertainty. Leaders must make key decisions against the backdrop of continuing market uncertainty, acquisitions, divestments, regulatory change, internal reorganisation, customer dissatisfaction and public anger.

As new business models are implemented it is becoming harder than ever to control key risks, maintain a coherent value chain and optimise performance. The risks associated with this are self-evident, but without developing more robust foundations, planning the next wave of change will be near impossible.

Organisations need to mature more quickly – moving from ‘start-up’ (or recently reorganised) to ‘industrialised’ faster than the competition. The defining characteristic of mature organisations is their ability to consistently meet customer expectations, control costs and, through robust control, minimise the reputational risk associated with failures.

Accelerating the journey to maturity is not an important hygiene factor – it is a key enabler of business growth.

Accelerating the journey to maturity by proactively managing quality across of the entire value chain.

In the past, Quality has become synonymous with control, compliance and cost. Excessive focus on the internal organisational capability to meet the expectations of customers, consumers and regulators has generated overly-bureaucratic approaches that have attracted a negative perception, particularly in boardrooms.

By considering quality throughout the lifecycle of the customer and by focusing ‘quality’ on interventions at the highest value points relating to the customer journey it is possible to avoid this bureaucracy.

This approach to implementation means that speed is not compromised and organisations can quickly realise the benefits of improved customer satisfaction, lower costs and reduced reputational risk.

Finally it provides a sound foundation for future changes and product developments…

Oakland’s Financial Services Offering Includes:

Implementation inevitably varies by institution to accommodate the differing international footprints, market ambitions, levels of system integration and existing quality controls. However the key strands of activity are common.

To read more about any of these offer areas, please select the links below:

• Assurance
• Simplification
• Customer Experience and Complaints

What clients say

“Oakland spent time to understand my real needs, & worked closely to help me deliver my objectives.”

American Express

“Oakland helped us to look at our business in a way we had never done before.”

Standard Chartered Bank

“We selected Oakland Consulting because they stood out as a company that really understands how to simplify business processes. They are accomplished facilitators who have helped Car Care Plan on our change journey with significant benefits, including a simplified business.”

Car Care Plan Holdings

Find out More

For further information call +44 (0)113 234 1944, or contact our Commercial Services Consulting leads, This e-mail address is being protected from spambots. You need JavaScript enabled to view it or This e-mail address is being protected from spambots. You need JavaScript enabled to view it .