TPI was engaged by Standard Bank to develop a comprehensive set of business driven SLAs between a number of business areas and a combination of internal and external service providers to these business areas. This ensured that there was a clear relationship between each business area’s strategy, customer service and the service providers’ performance. The SLA’s covered a combination of business processes, IT delivery, and integration of both.
The business areas that were included in this assignment were:
- Internet banking.
- Telephone banking.
- Mobile telephone banking.
- The ATM channel including Africa.
- The retail banking call centre.
- Home Loans.
- Vehicle and Asset Finance.
- Cash Centre.