Strategic Plan

Corporate / Commercial Banking

Analysis

Value Chain

Core Processes

Sales

People:

Relationship Manager

Process:

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

People:

1. Portfolio Manager
2. Operations Manager

Process:

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

People:

Back Office Teams

Process:

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

People:

Customer Service Dept

Process:

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