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the-real-cost-of-your-branch-workforce

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the-real-cost-of-your-branch-workforce

  1. 1. October 13 – 15 Las Vegas #retaildelivery The Real Cost of Your Branch Workforce
  2. 2. Page 2 Agenda •Welcome and Introductions •Current State of the Branch •Impact of Online and Mobile on the Branch •2015 Teller Line Trends •Q&A with Panelists
  3. 3. Page 3 Today’s Speakers • Meredith Deen, FMSI COO • Karen Church, ELGA Credit Union CEO • Martin E. Schrodt, FSGBank EVP Head of Retail Banking • Jodi Satkunam, Bank of the West National Branch Organization Planning Manager
  4. 4. Page 4 Current State of the Branch RIGHT NUMBER OF BRANCHES? fig 1.1 fig 1.2
  5. 5. Page 5 Impact of Online and Mobile on the Branch WILL THE BRANCH VANISH? • Branches down 5% since 2009 • Transforming functionality • Deposit-centric (simple) • Sales-centric (complex) fig 2.1
  6. 6. Page 6 2015 Teller Line Trends fig 3.1 45.3% DECLINE IN VOLUME SINCE 1992—
  7. 7. Page 7 2015 Teller Line Trends (cont.) 90.1% INCREASE IN SALARY/BENEFITS SINCE 1992— fig 3.2
  8. 8. Page 8 fig 3.3 2015 Teller Line Trends (cont.) 18.5% DECLINE IN PRODUCTIVITY SINCE 1992—
  9. 9. Page 9 2015 Teller Line Trends (cont.) 133.3% INCREASE IN LABOR COST PER TRANSACTION SINCE 1992— fig 3.4
  10. 10. Page 10 Q&A 1. Over the past 5 years, how has your approach in managing the branch workforce changed?
  11. 11. Page 11 Q&A 2. How does your institution currently schedule staff in the branches?
  12. 12. Page 12 Q&A 3. What is your approach to managing idle time, or staff downtime, in the branch? fig 4.1
  13. 13. Page 13 Q&A 4. What are the 3-4 most important branch workforce optimization metrics that you track, and how do you share that with your team?
  14. 14. Page 14 Q&A 5. If the reporting shows you are overstaffed in some areas, what steps do you take?
  15. 15. Page 15 Q&A 6. Any tips you can offer to implement a successful workforce optimization program?
  16. 16. Page 16 Conclusion Predictions for the future? •A more sales-centric branch •Pay closer attention to operating expenses •Leverage technology to get the most out of the branch

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