Whole of Bank / Operations

Operations

We benchmark process efficiency, STP rates, turnaround times, and workforce productivity to inform automation, shared services optimisation, and target operating model redesign.

Our Operations Solutions

The Problem

  • ✔Excessive Run-the-Bank expenditure and manual processes limit profitability and slow transformation.
  • ✔High duplication across front-, middle-, and back-office processes inflates operational cost.
  • ✔Limited transparency of total cost of ownership (TCO) obscures true cost drivers.
  • ✔Inefficient workflows and manual interventions result in higher error rates and operational losses.

Client success stories

$500M+ operations cost savings uncovered through peer-scaled benchmarking and process simplification.
20% productivity uplift delivered by removing 1–5 management layers and harmonising front-to-back operating models.
Up to 5pp improvement in cost-to-income ratio (CIR) through elimination of duplication and improved process control.

Case Studies

Regional Universal Bank

Benchmarking revealed ~$250m in addressable operations-cost savings and a 5-point CIR improvement, forming the foundation for an enterprise-wide efficiency programme.

Global Universal Bank

The bank streamlined front-to-back processes based on benchmarking insights, improving workflow visibility and enhancing operational control across global service lines.

How we can help

Cost Diagnostics

We conduct full cost analysis by business line, subfunction, and cost driver to identify structural inefficiencies and prioritise actionable cost-reduction opportunities. We benchmark STP rates, manual interventions, error rates, unmatched confirmations, and operational losses to identify workflow bottlenecks and automation opportunities.

Process Efficiency Benchmarking

We benchmark Run-the-Bank versus Change-the-Bank spend to identify automation opportunities and streamline operational complexity.

Front-to-Back Process Optimisation

We review end-to-end processes across front, middle, and back office to eliminate duplication, streamline handoffs, and reduce the overall cost-to-serve.

The Problem

  • ✔ Inefficient resourcing models, including heavy contractor reliance, inflate costs and reduce agility.
  • ✔Weak location leverage and unbalanced workforce distribution limit scalability and cost competitiveness

Client success stories

Regional Investment Bank: Rebalanced FTE ratios after benchmarking showed below-peer efficiency, avoiding unnecessary reductions.
International Banking Group: Achieved multi-million-dollar savings by optimising near-shore versus offshore location mix.

Case Studies

International Banking Group

After benchmarking resourcing and location strategy, the institution adjusted its client-services model to align with peer ratios. The changes achieved multi-million-dollar savings and optimised near-shore versus offshore balance.

How we can help

Workforce Benchmarking

We analyse location strategy, contract type, seniority mix, and cost-per-head to identify scalable, balanced, and cost-effective operating-model options.

Organisational Design Review

We assess spans and layers, governance structures, and role alignment to remove duplication, improve accountability, and strengthen operational resilience.

Sourcing & Vendor Mix Optimisation

We evaluate internal vs outsourced delivery models and contractor dependency to reduce cost, mitigate risk, and enhance operational agility.

“The granularity to which BCG Expand’s analysis goes, particularly for the functional breakdowns, is by far more useful than any benchmarking I’ve come across. For executives, it’s all about the trend—and the fact that it aligns with our reality makes it extremely valuable. There is great value in what you guys do.”

Director Canadian Bank

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