Operations Management And Leadership; A Case-Study Of Implementation of Centralized Back Office Activities

The banking back-office activities are mostly about managing correctly the backoffice resources. Back-office activity is a set of well-known processes, like planning, budgeting, structuring jobs, staffing jobs, processing various transactions with maximum correctness and minimum costs, and constantly measuring the performance of all these processes. The predictability of the processes helps the organization to do what it knows how to do well. In organizations of such size and complexity, like a bank, this is a very difficult task. But, while the complexity of such managing is not under discussion, the need for leadership is often out of the vision of top management. In the authors' opinion, the operational excellence is not always a result of how efficient your processes are, but also is a matter of leading people and involving them in achieving the common goals of the organization.