Strategic Plan
Corporate / Commercial Banking
Plan Details
Analysis
Value Chain
Core Processes
Sales
Relationship Manager
Functions and KPIs
Relationship Management
- Prospect pipeline
- Conversion ratio
Prospect Management
- New Merchant Accounts
Customer Onboarding
- Repeat Business (# / $)
Customer 360 View
- Client stickiness / retention rate
- Net Promoter Score
Portfolio/OPs Management
- Portfolio Manager
- Operations Manager
Functions and KPIs
Origination and Pricing
- Total cost of mortgage loan origination
- Total cost of mortgage loan pricing
Credit Approval
- Pull through rate
- Decision cycle time (Application processing time)
- Underwriting decision cycle time
Booking and Funding
- Loans per loan officer (to estimate the productivity)
- Applications per Processor
- Applications per Underwriter
Servicing and Operations
- Avg branch lobby wait time
Terminations and Closures
- Default loan servicing
- Operating expense as a percentage of assets
Back Office
Back Office Teams
Functions and KPIs
Billing and Statements
- ROI
- Timeliness of compliance, accuracy
Reporting and Analytics
- Return on assets
- Cashflows
- Efficiency ratio
- Total deposits
- Capital ratio
Product Services
Customer Service Dept
Functions & KPIs
Customer Service
- Loan yield
- Non Performing Loan Ratio
- Outstanding loans (total dollar amount of commercial loans managed)
- Default Loan Servicing
- Default Expense as a Percentage of Total Loan Servicing Expense
Collections & Litigation
- Litigation severance