Regional Bank

Service Type... Strategic Advice – Merchant portfolio

Project Description...

One of the countries fastest growing regional banks, with a small however profitable merchant portfolio commissioned Phoenix to take account of the progress of the portfolio’s growth, whilst considering the processes and customer impacts relative to the service experience..

Phoenix’s Risk Management methods and endorsements provide us with the mandate to complete risk management services.

Phoenix was engaged to assess the risks in accepting and managing the engineering and maintenance system, due for roll out, and its transitional support and maintenance arrangements.

Recommendations and a risk management plan were accepted by management and actions put into place to manage the risks.

Phoenix’s Scope...

Phoenix was engaged due to its significant experience in the consumer payments business. Our client saw this as a major strength as there was no time wasted in the explanation of the business structure and purpose.

Phoenix’s subject matter experts quickly took account of the issues and presented the management team at the bank of a number of easy to engage activities, all of which either reduced costs, better used available technology that the bank had already invested in, improved work-flow internal to the bank, or improved the effectiveness or timeliness of the customer experience.

Client Outcome...

On completion of the tenure, Phoenix delivered to the Customer:

▪ Re-drafted terms and conditions;

▪ Newly mapped process flows;

▪ Research results evidencing the recommendations were valid;

▪ Recommended next steps; and

▪ Highlights of the potential phase two in terms of the back office processes.


Australian Credit Union

Service Type... Business Process Review

Project Description...

An Australian Credit Unions’s Retail Division requested assistance in the review of their service offering to their client base.

ATMs are a significant interface point with the customer base and maximising up-time and accounting accuracy is a vital contributor to the perception of the clients regarding the business in total.

Phoenix’s Scope...

A detailed review of the methods, processes employed, indicative financial impact and customer impact was carried out for the ATM Service team.

Phoenix was engaged to provide an external perspective of the business to ensure it is in line with the customer expectations in the consumer payments market today.

Client Outcome...

On completion of the tenure, Phoenix delivered to the client a detailed report with a number of recommended next steps that will further improve an already efficient business unit and more importantly, preserve and improve on the service to customers, thus supporting our customers strategic growth plans.