In order to enhance their customer experience, the bank determined they needed an optimised TOM for the home loans business. BSG finalised the TOM updates, aligning the optimised TOM to the business case created for home loans; with the project team using the services model versus the interactions view as a lens to review the optimised TOM.

Partnering with a third party to validate and complete the design of the optimised TOM and undertake delivery of the detailed analytical requirements, BSG also defined an execution roadmap and supported the transition to operational status, including the transfer of knowledge to the bank’s people in key roles.

With specific reference to the home loans environment, BSG’s approach provided a service to Pan-African countries via Shared Services, by allowing processing to occur in one geographic location i.e. South Africa.

Leveraging current efficiencies in the South African environment, BSG was able to design a TOM that led to improved turnaround times and volumes in terms of application processing and improved governance and controls – leading to a reduction in losses caused by fraudulent activity.

BSG recommended systems and processes be standardised across the African region for a more consistent customer experience. Additionally, the staff complement in South Africa was increased to handle the additional volumes, with a platform created to allow for home loans processing to happen in the region.