Payments & Transaction Banking
Modernise payment platforms and operations, including exception management, reconciliation, resilience and service performance.
Banking
Retail, Business & Digital Banking
Improve service and simplify the operating model across banking channels.
Overview
What this means for your business.
Retail and business banking connect digital interaction with the people, processes and systems supporting everyday customer needs.
Capmark helps banks improve servicing, branch and contact-centre operations, complaints and requests, workflow and technology.
We consider customer experience, operational capacity, data and controls together, with measures of service and cost-to-serve that reflect the business's priorities.
What we do
The expertise we bring.
We redesign servicing journeys across digital, branch and contact-centre channels. We remove duplicated hand-offs, simplify decision points and make ownership clear so requests are resolved faster and with fewer repeat contacts.
We redesign the operating rhythm, roles, workflow, capacity and controls behind branch and contact-centre operations. The aim is to reduce avoidable demand and help teams handle the work that still needs human judgement.
We redesign complaints, request and exception workflows so cases are triaged, owned, escalated and resolved against clear service standards. Root causes are tracked so repeat demand is reduced over time.
We build the cost and activity baseline, identify where cost is structurally embedded, and redesign the work so savings come from process, platform, channel and capacity changes rather than one-off headcount reduction.
We support core banking, workflow and servicing-platform change from design through migration, testing, cutover and adoption. Controls, data and operating procedures are built into delivery, not added after go-live.
What to expect
A team shaped around the work.
A Principal leads from day one. The first weeks establish the current service model, demand profile, cost drivers, workflow issues and control gaps.
We then redesign the target operation with banking, technology, risk and operations leaders, and support delivery through build, testing, cutover and adoption.
Engagements range from focused servicing review to full operating-model and platform-change delivery.
Engagements scale from a single-channel diagnostic to a full retail operating-model redesign.
01
Assess
Establish the current state, the constraints, the risks and the value at stake.
02
Define
Shape the target model and the business case with the executives who own the outcome.
03
Mobilise
Stand up the team, the plan and the governance around the outcome.
04
Implement
Design, build and test the change, with the business alongside.
05
Sustain
Cutover, hypercare and handover, so the business runs it under its own control.
The same five stages on every engagement, led by senior practitioners end to end. How we work
Insights
Related perspectives.
Get in touch
Talk to a Partner about Retail, Business & Digital Banking.
Tell us what needs to change and where the pressure or risk is showing.