The Challenge: Keeping Up with Growth
In this case study, we look at a back-office team at a fast-growing bank in Sweden. The team handled pension issues and life-changing events for their customers—such as signing up new customers, processing payments and pension transfers, and tracking marriages and deaths. The team consisted of 14 people divided into two sub-teams—one with a consumer focus and the other with a corporate focus. Most of the time, the team interacted with a call center that acted as the bank’s front-line support team. Occasionally, they fielded direct requests from sales and IT teams.
This non-IT team needed to keep up with the ...
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