Case Study: a large Australian bank achieves end-to-end mortgage lending transformation with Facet5

Large Australian Bank - Customer Case Study

A large Australian bank faced a significant challenge following the Global Financial Crisis, needing to transform its Mortgage Lending Services group from a siloed, process-driven organization into a customer-focused, solutions-based business. The bank's main issues were a lack of end-to-end process ownership and poor performance in an independent Broker Satisfaction Survey, where it ranked 9th out of 11 lenders. The vendor, Facet5, was engaged to help address this cultural and operational transformation.

Facet5 was used multiple times throughout an 18-month process to help the bank's leadership teams understand their individual styles and strengths, fostering collaboration and a commitment to continuous improvement. The solution delivered a sustainable cultural change, resulting in end-to-end ownership of the lending process. This transformation had a measurable impact, leading the organization to win the award for Major Lender of the Year in 2012 and 2013, a dramatic improvement from its previous low ranking.