Benchmarks for Excellence In Caribbean Retail Financial Services

Table of Contents

EXECUTIVE OVERVIEW

• Project Background
• Study Methodology and Benchmark Class
• Report Structure and Organization
• Key Findings and Insights
• Path Forward

INTRODUCTION

• Figure I.1-Key Retail Financial Services Metrics
• Figure I.2-Framework for this Project
• Figure I.3-Financial Service Excellence Grid
• Figure I.4-Budget Allocations by Category

MARKETING AND SALES EXCELLENCE

• Overview
  • Figure 1.1-FTE Allocation by Function
  • Figure 1.2-Budget Allocations by Functions
  • Figure 1.3-Evaluating Product Opportunities
  • Figure 1.4-Revenue vs. Assets
  • Figure 1.5-Customers vs. Revenue/Customer
• Adopt a Marketing and Sales Strategy which focus on Customers
• Utilize all Staff to Deliver Personal Sales Opportunities
  • Figure 1.6-In-Person Customer Technology
  • Figure 1.7-Remote Customer Technology

SERVICE EXCELLENCE

• Overview
• Design Customer Service Processes around Customer Delight
  • Figure 2.1-Annual ATM Transactions/Customer
• Develop Customer-Oriented Employees
• Design Customer Service Measures to Ensure Alignment
• With Customer Excellence Goals
  • Figure 2.2-In-Person Transaction Minutes
  • Figure 2.3-Recent Customer Satisfaction Ratings
  • Figure 2.4-Quality Service Metrics Used
• Customer and Technology Practices Used
  • Figure 2.5-Adoption of New Technology

HUMAN RESOURCES AND MANAGEMENT EXCELLENCE

• Overview
• Staffing and Development Practices
  • Figure 3.1-Effectiveness of Hiring Factors
• Performance Management Practices
  • Figure 3.2-Effectiveness of Motivational Tactics I
  • Figure 3.3-Effectiveness of Motivational Tactics II
• Training
  • Figure 3.4-Types of Informal Training
  • Figure 3.5-Effectiveness of Training Topics

TRANSACTIONAL EXCELLENCE

• Overview
• Back Office Processing
  • Figure 4.1-Internal Technology
• Loan Processing