CCG Catalyst

Service Operations

CCG Catalyst

Service Operations

Service Operations

CCG Catalyst has completed projects involving branch and service center networks, call centers or self-service channels. Integrating our work with research on frontline behavior and on customer loyalty, we offer an analytical approach to understanding employees’ motivations and customer interactions and needs along the customer corridor.

What We Do

Effective and efficient customer service has a critical impact on customer acquisition, retention and cost management. Service operations that are tailored to the needs of key customer segments–while balancing quality and cost objectives–play an integral role in any bank’s success. We help define the target customer experience, translate it into operational requirements, and ensure consistent service delivery across channels in the most cost effective way. Our work helps banks jump start a cycle of increased employee satisfaction, improved service quality and improved customer loyalty that impacts both the top and bottom line.

CCG Catalyst offers a range of service operations programs in call centers, self-service and remote monitoring, branch operations and network design. Our programs include volume management across channels, and optimization of channel operational performance, including sourcing model design, call routing, scheduling and rostering, among other areas.

We rely on a broad set of tools to achieved target results, including complexity reduction, process re-design and performance systems. We have a proprietary model to drive employee engagement and performance improvement programs anchored on lean principles and behavioral science methods. High velocity learning loops combined with aligned incentives help to unlock significant value through discretionary performance, resulting in lower costs, higher revenues, better service and more loyal customers.

Client Engagements

Design and implementation of a best in class centralized servicing model

To effectively deliver on a consistent and high touch customer experience, financial effectiveness, quality of service and sales delivery, and to strategically position the Bank for continued growth, CCG Catalyst recommended a transition to a centralized contact center operating model. This model supports multiple internal and external customer segments and product lines including consumer and small business, online and mobile banking, branch support and switchboard calls. Additionally this new operating model is aligned with and support the strategic direction of the Bank while achieving key operational efficiency, quality and service level objectives.

Retail Effectiveness

We were retained to help a regional community bank increase results in the form of more loyal customers, fulfilled and engaged employees and better economics. The results were sustained and even improved over time, as we assisted the bank develop the capability to continuously enhance their operations. Our methodology was designed to make efficiencies stick. Using our approach, we have helped our client achieve remarkable results across three dimensions:

  • Improving financial performance. Eliminating waste from operations and getting customer interactions right the first time, reducing rework and shortening decision cycle time.
  • Raising customer loyalty. Customer loyalty pays off in growth and profitability, because loyal customers use more services, stay longer and recommend the bank to others. More efficient, first-time-right processes tend to delight customers and make them advocates for the bank.
  • Unlocking discretionary effort by employees. People with clarity about their mission, who receive positive reinforcement for doing the right thing, go the extra mile to deliver. It reinforces a sense of purpose and shifts resources and attention to those things that matter most to customers.

More Services

Bank Business Case

Bank Business Case: Evaluation

Bank Business Case: In-House Vs. SaaS

Bank Business Case: Strategic Direction/Opportunity

Bank Core Contract Negotiations

Bank Core Conversion

Bank Core Vendor Evaluation

Bank Credit Risk

Bank Examination Assistance

Bank Fraud Review

Bank Information Technology

Bank IT M&A

Bank IT Performance Improvement

Bank IT Project Effectiveness

Bank IT Strategy

Bank Loan Review

Bank M&A Due Diligence

Bank Market Risk

Bank Merger & Acquisition Planning

Bank Merger Integration

Bank Mergers & Acquisitions

Bank Operational Risk

Bank Optimization

Bank Organization

Bank Retail Assessment

Bank Risk Advisory

Bank Risk Management

Bank Sales & Channel Effectiveness

Bank Strategy

Bank Strategy Assessment

Bank Strategy Planning

Bank Strategy Product Planning

Bank Technology Assessment

Bank Technology Governance

Bank Technology Strategic Planning

Bank Vendor Management

Bank Vendor Management Program Reviews

Line of Bank Business & Product Assessment

Payments

Project Catalyst

Service Operations

Virtual Bank CIO Assistance

Our Team

A collaborative perspective guides CCG Catalyst relationships both internally and with clients. We take a long-term view in our relationships. We strive to build bonds founded on respect, caring, honesty, mutual support, and investment. We work together in a manner that is team-oriented, constructive, and challenging.

Meet Our Team
CCG Catalyst
CCG Catalyst

Phoenix • New York • London • Singapore

Phone: +1-480-744-2240  • Contact Us

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Director of Digital Strategy

Tony Lazare, Digital Technology Manager


Tony Lazare is the Digital Technology Manager. He has 20 years of extensive experience overseeing all aspects of an IT department, including web development, internal development, database management and reporting, quality assurance, and release management. Tony is a dedicated leader with outstanding technical and management skills and a proven track record of success developing and executing IT.

Tiana Brown, Principal


Tiana Brown is one of the Principals at CCG Catalyst. She has more than 10 years of experience in client services, financial services, operations, and consumer and mortgage lending. Her financial services expertise is comprised of both internal and external engagements. She has strategically coached clients at the organizational, leadership and operational level.

As Principal, Tiana’s subject matter includes internal operations, business processes, as well as risk associated with payment and consumer lending processes and structure. Her consulting skills and her depth of knowledge of financial services affords her the ability to guide and work with banks and fintechs to execute strategic plans that result in successful and sustainable outcomes.

John Peckham, Principal


As a Principal at CCG Catalyst, John Peckham has over 25 years as a trusted advisor to the financial services industry. John is a proven senior level executive, with demonstrated success directing business transformation and delivering impactful results within the digital, technology and fintech space.

As bank consulting leader, John has guided clients in banking, fintech, insurance, credit, as well as, both established and start-ups in creating, building, deploying, and excelling at technology based “disruption” of the established financial services industry

Before joining CCG, John held executive and board-level positions in a variety of companies. His banking experience ranges from community to top 100 banking institutions and has held several leadership positions in his tenure.

Kate Drew, Director of Research


Kate Drew is the Director of Research at CCG Catalyst. Her decade of professional experience includes leading data-driven research projects, creating fintech industry thought leadership, and managing editorial content for publications including Business Insider Intelligence and The Value Line Investment Survey.

At CCG, Kate spearheads client-facing research projects on fintech topics including open banking, digital channels, payments, lending, blockchain, artificial intelligence, digital wealth management, and others. She leverages quantitative data as well as conducts field study based on desk research, conference and event findings, and interviews with prominent industry leaders at fintechs, banks, and other financial and nonfinancial institutions. Her research brings voices into data and provides perspectives informed by real experience inside of financial services companies.

Miranda Jenkins, Chief Operating Officer


Miranda Jenkins is the Chief Operating Officer (COO). As a financial professional with more than 10 years of experience, she has assisted and lead strategic planning, analysis, operational management, and technology development work in private equity and hedge funds in the US, Europe, and Asia. She has handled operations of various funds including cash management, hiring, staffing, strategic goal setting, budgeting, technology development, and planning and implementation.

As COO, Miranda works with colleagues across the firm to execute on the overall vision and is responsible for the daily operation of the company. Her uniquely comprehensive background affords her to advise CCG Catalyst and its clients on operational and strategic initiatives.

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