Ineffective task allocation of mortgage business service team at bank H

Abstract

From the beginning of 2019, customer centricity and healthiest human system are some of the emerging focus of all levels in the H group and H Vietnam in specific. From 2020, adding two more strategies which are operational efficiency and cost management. To promote such strategies, everyone in bank H has to take actions to review, improve, and simplify processes, procedures, systems, etc.…in order to upgrade customer services and experience, and encourage better work-life balance for the workforces to have the healthier working conditions. Currently, in Mortgage Business Service (MBS) – a team in the department Cards, Loans, and Mortgage Business Service (CLMBS), the ineffective task allocation is a long-lasting problem that leading to high overtime (OT) and high time-consuming processes. Therefore, this ineffectiveness is a big obstacle for implementing customer centricity, the healthiest human system, operational efficiency, and cost management in the short term and developing team in the long run. The mentioned above finding is located by several qualitative in-depth interviews with VP, manager, and employees of the CLMBS department. Combining with analysis from secondary data and related literature, this paper is to step by step diagnose the most concerning symptoms with its consequences, identify the real problems, then explore the potential causes and main causes. Applying theory-informed problem-solving in the organization to study and analyze the current task allocations, the nature of tasks, the competency, and motivation of each employee of MBS, the author aims to support the management of the CLMBS department to understand about the real problem clearly and objectively. Subsequently, this paper can suggest the CLMBS department the alternative solutions and action plans to generate an effective task allocation to resolve the real causes, symptoms, and negative impacts on the department, team members, and customers. Then, they can evaluate and choose the best and most applicable solutions not only to serve customers in the best way by committing the services, improving processing time but also to equip the team members with methodologies and tools to arrange the workload more scientifically, maximize the capacity and minimize overtime.