Case Studies | Service Industry
Santander Operations
Santander Operations is a global company that manages transactions conducted by Santander Group’s banks and financial institutions in the countries where it operates. It has established Centres of Excellence providing operational management services for Santander Group entities in retail banking.

Driving Cross Functional Multi-site Management Development & Process Improvements

About Santander Operations

Santander Operations is a global company that manages transactions conducted by Santander Group’s banks and financial institutions in the countries where it operates. It has established Centres of Excellence providing operational management services for Santander Group entities in retail banking. The Centres cover the transactional activities of the Group’s back-office, handling different types and levels of complexity, with the capacity to manage all such activities comprehensively.

“CQM T&C’s unique approach to embedding culture change across the sites has been truly effective. We now have a core of confident and effective managers, who are able to increase productivity and motivate teams. They have enabled us to deliver Service Excellence through Management Excellence.”

Jayne Hannan

Head of Resourcing, Talent, Learning and Development, Santander Operations, part of the Santander Group

Delivering a Tailor Made Solution

The group wanted to explore the considerable potential to rationalise costs by delivering sustainable process improvements whilst embedding CI behaviours across the sites. Simultaneously, a programme to develop Leadership & Management capabilities was introduced in response to a key objective set by the group to increase Service Quality. CQM Training & Consultancy Ltd were able to provide the teams within the group with the skills to effectively manage, identify and resolve ongoing issues which had created inefficiencies and waste. Data was gathered to validate the relevance of each project. The teams were then tasked with implementing the subsequent solutions and actions, ensuring that their new Management and CI skills become embedded and form an ongoing part of their daily working lives.

“This programme with CQM T&C has been an absolute success for Geoban UK because we are passionate about developing our people. More importantly the partnership with CQM has enabled us to really embed the programme across multiple sites, through its ongoing development and execution. It’s been a great experience.”

Jas Narang Governance, Control & Client Management Director Geoban UK, Santander Operations

Savings Achieved: £2m

Training Solutions:

Leadership & Management Development (L3)

Improving Operational Performance (L2)

Number on Programme:

200 across 5 sites: Bradford, Bootle, Teeside, Milton Keynes, Leicester

“We now have project teams that are constantly looking for improvements within business areas.”

Private Banking Team
Bradford

“Being able to work proactively and efficiently as part of a team with clearly defined roles has been key to our learning”

Dual Screen Usage Team
Bootle

“Where there is a problem we now understand why it has occurred and use DMAIC to resolve it.”

Ops Support Team,
Bradford

"It has become second nature to constantly identify and eliminate non-value added activity within a process."

Solicitor Correspondence Reduction Team,
Teeside