Analysis of the Current and the Future Role of a Remote Client Service Advisor
A Swiss financial institution has built a new remote advice centre for retail banking clients. To keep the quality of advice high and to identify more sales opportunities, the aim is to make rapid changes to the way processes are carried out for the Client Service Advisor.
Damjan Zivanovic, 2023
Bachelor Thesis, A Swiss financial institution
Betreuende Dozierende: Stephan Jüngling
Keywords: Business Process Management, Change Management, Lean Management, Total Quality Management
Many approaches to processes, especially those of the Client Service Advisor, has remained the same, and with a higher client book, this has resulted in a greater workload and little time left to identify sales opportunities. Additionally, client centricity through client value adding tasks cannot be realised as long as most of the time is spent for administrational tasks. The objective was to find out, how to optimize the processes to enable the Client Service Advisor to focus more on the client needs instead of administrational tasks.
In order to generate added value for the client, a well-founded literature research and document study is carried out, followed by a survey of the current situation. With the knowledge of the research and the analysis of the actual situation, a possible to-be situation was determined. Various approaches have been examined and discussed with the management concluding of both, more and less promising solutions that are now being implemented within the remote advice centre.
The research resulted that delegating processes decreases workload, decreases cost because of lower wage costs, and increases quality of process execution with the help of dedicated teams. This added value increases the spare time for a Client Service Advisor to support their customers with high quality service. Additionally, more spare time enables to focus on sales opportunity which could be measured through new objectives in the Key Performance Index.
Studiengang: Wirtschaftsinformatik (Bachelor)
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