Organisational Design & Customer Care projects

  • Alexanders Malchevskis

Organisational design is a step-by-step methodology which identifies dysfunctional aspects of work flow, procedures, structures and systems, realigns them to fit current business realities/goals and then develops plans to implement the new changes. I worked on organisational design projects which included: re-working organisational structures, improvement of employee’s experience through learning new skills and digitalising the business processes, re-thinking the role of the corporate and profit centres, translating structures in more digital way, analysis of branches & departments through analytics, survey data, and social listening, monitoring of employees performance and improving workforce retention and productivity. Deliverables: Optimal business-unit structure; rise of operational efficiency, cost reduction (through outsourcing strategy and business process design), transformation of the sales model, elimination of non-value-added activities. 
 Customer-centric system – Customer Journey Optimization (call-centre, on-line services, chat bots, financial literacy program etc). Key tasks: Deliver qualitative services to customers. Promote bank products and services. Build customer relationships. Maintain and manage existing accounts. Capture new accounts. Respond to customer inquiries and resolve. Maintain customer database and update periodically. Assist customers in depositing and withdrawing cash. Refer complex issues to the management. Ensure best practices in rendering services to customers.