Trade Services Business Rationalization

Major Multi-National Bank


Increasingly high processing costs had caused the client to lose nearly 4% of its market share to lower priced competitors. In order to regain its competitive position, the client needed to significantly reduce its operating costs and improve customer service.

  • Centralized the trade services operations from 14 branches into one center. This significantly reduced the high premises costs and operational expenses associated with having multiple locations.
  • Streamlined and standardized operational processes and procedures by identifying and implementing over 50 recommendations.
  • Improved customer service significantly by:
  • Establishing priority trade services for high revenue customers.
  • Creating an extended late shift to process more transactions.
  • Centralizing staff in one location to better support and standardize product delivery.
  • Implemented MIS measurements to enhance control of operations.


Implementation of the recommendations resulted in sustainable annual cost savings of $21.5 million and a 33% increase in productivity. The project was acclaimed in a regional publication and won the Chairman’s Award for best project of the year.