Imperative 2 Initiative: Transformation and the Branch Back Office

In the flurry of conversation and commentary on the subject of “Branch Transformation,” little has been written about addressing the branch’s back office. These customer non-facing duties, including those associated with the processing and handling of cash, are time consuming and take away from customer-facing activities. Yet these activities are both important and essential. The trick is to transform these processes to make them more efficient and less time-consuming, freeing staff for more productive activities.