Case Study: a leading South African bank improves debt counselling service with ActiveOps

Leading South African Bank Improves Debt Counselling Service with ActiveOps

a leading South African bank faced a challenge in managing its high-volume debt counselling department. The operation, which employed 134 staff across 18 teams, relied on manual spreadsheets for planning, offering limited visibility into resource allocation and performance. The bank needed a more granular, real-time view of its operations and a consistent management framework to improve collaboration, planning, and customer service, leading it to partner with ActiveOps.

ActiveOps implemented its Workware software and the Active Operations Management (AOM) Method, providing real-time performance data and a new management framework. This included daily buzz meetings, weekly loading meetings for resource planning, and weekly variance meetings for performance reviews. The results included a 14% productivity improvement, the identification of 10% latent capacity, and the ability to handle an 18% increase in work volume without adding staff.