Case Study
Enhancing Digital Operations through Structured Process, Governance, and Tool Optimization
One of the leading banks with a strong presence in retail and corporate banking, with the project focusing on its Digital Division, which manages and operates the bank’s web and mobile application platforms.
The business situation
- Lack of formalized policies and comprehensive documentation for end-to-end processes.
- Project management practices and governance structures were in place but required greater standardization and clarity.
- Prioritization criteria and SLAs were in place but did not fully align with the Digital Division’s operating needs or strategic priorities.
- The product support team was addressing issues effectively but lacked a proactive, methodology- driven approach.
- Limited leverage of key internal tools like the customer journey monitoring platform (Dynatrace) and the project management tool (Jira).
Our team’s role
Workshops and Process Documentation
Conducting in-depth workshops with cross-functional teams to document existing processes and identify gaps
Policy and Governance Review
Reviewing existing policies, SLAs, and governance practices to assess alignment with business needs
Benchmarking and Improvement Recommendations
Benchmarking internal practices against market standards to recommend automation and improvement opportunities
Tool Usage Evaluation
Evaluating the current usage of tools such as Dynatrace and Jira to identify improvement opportunities and optimize adoption
Project Management Assessment
Assessing the project management approach and proposing enhancements for consistency and strategic alignment
Operating Model Design
Designing a proactive operating model for the product support team, including escalation flows and structured response protocols
The value our team added
- Comprehensive documentation of end-to-end processes and formalized policy frameworks for each function under the Digital Division.
- Identification of automation and efficiency opportunities through structured process analysis and benchmarking.
- Refined project governance structure, including a tailored prioritization matrix and SLA framework aligned with business objectives.
- Optimization roadmap for Dynatrace and Jira with specific recommendations for improved usage and operational insight.
- A proactive support playbook detailing step-by-step resolution protocols and escalation procedures.
Strengthen Tech Operations
Scalable Support Models and Governance Enhancements
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