Restructuring a banking network while preserving customer relations

Category:

Strategy

Context

A major banking player launched a strategic transformation of its branch network to adapt its territorial footprint to new customer behaviours and strengthen synergies between the private and corporate client segments.
This transformation involved creating remote branches, merging physical locations, and redesigning customer portfolios.

Approach and methodology

Operational management of key workstreams: HR, Corporate Market, and Communications;
Programme governance leadership and internal stakeholder coordination;
Direct handling of sensitive operational topics, with a strong focus on maintaining customer relationships.

Objective

Ensure the success of a voluntary departure plan by defining target positions and facilitating internal mobility;
Recruit hard-to-find profiles, including corporate account managers and private bankers;
Deploy individualised training plans aligned with new career paths;
Create, merge, or transform physical and remote branches;
Reorganise client portfolios while maintaining relationship continuity;
Proactively inform clients (via email and phone) about changes affecting their banking relationship.

Results Achieved

Target positions identified and smooth transition ensured as part of the voluntary departure plan;
Successful recruitment despite a tight market for specialised banking profiles;
Deployment of individualised training programmes aligned with internal mobility;
Corporate client portfolios restructured and reassigned to new account managers;
Implementation of a multichannel client contact plan (email + phone) to support the transition.

Training

An excellence-oriented training program for leading luxury brand

Market Research

Optimizing customer experience: benchmarking and mystery shopping for a used car marketplace

PMO

Project Manager Officer in the luxury sector

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