Case Study: National Australia Bank boosts productivity and customer service with ActiveOps

National Australia Bank Adopts Active Operations Management to transform customer service performance

National Australia Bank (NAB) faced rising demand for home loans that created back-office backlogs, longer turnaround times, and staff frustration. In response, NAB turned to ActiveOps and its Active Operations Management (AOM) approach to address systemic issues in customer service and operations, including misaligned KPIs and a narrow headcount-focused management style.

ActiveOps helped NAB implement a more active planning and forecasting model, supported by Workware™ software, along with stronger operational control, flexible resourcing, and a more multi-skilled workforce. The results included a 17% improvement in productivity, 95% forecasting accuracy, a 30% increase in resourcing for core and high-value activities, and a return on investment in 9 months, while also reducing unit processing costs and improving customer service consistency.

National Australia Bank

Nigel Adams

General Manager of Operations & Services