Projects
Definition of a remote management business model in different segments for a global bank


Challenge
In an environment of strong digitization, many banks are betting on remote customer management through different models adapted to varying target market segments.

In this context, a global entity with exponential growth in customer digitization and a high valuation in online and mobile banking services, planned to design its own corporate remote management model with the aim of subsequently adapting it for exportation to different countries.
Solution
Our collaboration focused on designing and orchestrating the key aspects of the remote model by client segment:
  • Target positioning, segments and profiles.

  • Main decisions to be made in relation to the business model: distribution model; value proposition; care model; goal-setting and monitoring.

  • Organizational key factors for the proper functioning within the entity.

  • Operational and technological model.
Benefits to the Organization
Currently, 2,300 employees of the entity perform remote management tasks worldwide. In the wake of the COVID-19 health crisis, the bank increased the number of remote users by 250,000, demonstrating a competitive advantage.

As a result of these needs, the entity created new remote managers positions to boost its digital banking in the midst of the boom in online operations in the financial sector. This team will join the 2,300 existing managers to provide remote support to part of the customers who operate in online channels.