How we helped Banque Populaire redesign its Mortgage business.

Introduction:

Banque Populaire, a prominent financial institution, sought to elevate the quality of service and bolster sales in its real estate loans division. With previous organisational missions targeting headquarters processes, the bank aimed to expand its efforts to include a more comprehensive approach.

As a result, the Management Committee of Banque Populaire initiated a project to simplify the commercial and administrative procedures while enhancing the reactivity and commercial efficiency for advisors, all while ensuring compliance with existing regulations.

Sailpeak was entrusted with the task of analysing current practices, defining a target framework, and constructing a transformation plan to achieve the set goals within a three-month assignment period.

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Challenges:

The primary challenges faced by Banque Populaire in this project were:

a. Analysing Existing Practices: Sailpeak was tasked with thoroughly examining various aspects, such as commercial offers and guarantees, segmentation of the customer base, delegation system, software utilisation, distribution of tasks between branches and headquarters, and the constitution and archiving of files.

b. Improving Efficiency: The main objective was to increase the efficiency of the real estate credit division, reducing response times and streamlining processes without compromising on regulatory compliance.

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Approach:

Sailpeak adopted a systematic approach to address the challenges and achieve the desired outcomes:

• New Commercial Approach: The team focused on creating a comprehensive customer/prospect discovery process, refining the existing commercial approach, and aligning it with the bank's objectives.
• Offering Enhancement: By leveraging existing products, Sailpeak assisted in crafting a robust offering tailored to meet the diverse needs of clients.
• Service Quality Commitments: To enhance customer satisfaction, the team worked with the bank to establish clear commitments regarding timeframes and service quality for clients and prospects.
• Middle-Office Function: A new Middle-Office function was defined and structured to facilitate the credit application process, thereby reducing bottlenecks and streamlining operations.
• Governance Overhaul: The division's governance underwent a thorough reevaluation, with a focus on optimising process management and decision-making.

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Results:

Sailpeak's involvement led to the following notable achievements:

• Redefined Commercial Approach: Banque Populaire embraced a more customer-centric approach, resulting in enhanced engagement and satisfaction levels.
• Comprehensive Offering: The bank successfully developed a diverse offering by utilising its existing product portfolio.
• Enhanced Service Quality: With clearly defined commitments, the bank improved its service quality, leading to higher customer retention and acquisition rates.
• Efficient Middle-Office Function: The implementation of the Middle-Office function streamlined the credit application process, significantly reducing processing times.
• Improved Governance: The restructured governance model enabled smoother decision-making processes and optimised overall divisional operations.