ABSA (Vehicle and Asset finaince Lifecycle)

The Vehicle and Asset Finance division of ABSA has been having trouble onboarding new clients and retaining existing clients. An initiative was put together to backwards engineer the existing processes, procedures, and analyse and investigate where the gaps and problems exist. 

Value-add proposition and responsibilities: 

As the Service Design specialist and process engineer on the project, my responsibilities included, first, the orchestration of a team and the delegation of roles and responsibilities. Initiating a research and definition phase, focussing on the human centred design approach, a holistic view of the as-is processes and procedures was my second priority. The third phase included ideation and solutioning, providing the business unit with a clear mandate on the to-be processes and procedures, jobs to be done, and envisioned ROI. 

Value added: 

• Providing the business with a clear view of current processes and procedures through service blueprints and value-add eco-systems. 

• Highlighting disconnects in the service provided to clients through all channels. 

• Providing businesses with a clear go-to strategy, backed up by quantitive and qualitative research. 

• Improved retention and TTC with regard to clients and client queries.