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“We’re only a year in, but BPM has already made a strong impact on several of our major processes. An increase of approximately $12 million worth of total personal lending and credit card origination is expected annually, as a result of an improvement project in these core lending processes,” he says.
“Importantly, the time to fund a loan has already decreased by half so far, with further improvements expected. In addition, these changes allow frontline staff to focus more on building meaningful sars efiling relationships with our customers, which is fundamental to our People First ethos, instead of undertaking processing tasks.”
On top of these projects, Heritage’s BPM team has been critical in driving smaller process improvements across the organisation. During the first year, these smaller changes have delivered a financial saving of almost $300,000, plus efficiency sars efiling and most importantly, customer service improvements.
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