Branch Operations

Branch networks today face mounting pressures of fluctuating service levels, long customer wait times, rising costs, and limited visibility into branch operations. Burnie Group works with clients to understand how time is spent, which processes drive value, and how to optimize resources across locations. Our solutions position your branches for long-term success and deliver measurable results, including greater operational efficiency, stronger financial performance, and improved customer experience.

Our branch operations offering

At Burnie Group, we help branch networks overcome their most pressing operational challenges to deliver exceptional customer experiences and drive sustainable performance.

Many branch networks today face common pain points:

• Service levels fluctuate across locations
• Long wait times erode customer satisfaction
• Lack of clarity on how long key processes in branch should take
• Limited visibility into how employees are spending their time
• Lack of clarity on which tasks are value-add and which are wasteful
• Misalignment between rising branch costs and decreasing transaction volumes

Our proven approach helps you turn these challenges into opportunities for improvement and growth. We work closely with your team to:

• Pinpoint root causes of service level issues using data and observations
• Analyze customer traffic patterns and wait times throughout the day to uncover key drivers of bottlenecks
• Develop best practice time standards for core processes to be fed into robust workforce planning models
• Gain a clear picture of employee activity across roles to identify where capacity exists
• Distinguish between value-add and wasteful tasks to streamline operations
• Quantify the cost and revenue implications of operational improvements

With our Branch solutions, clients achieve greater operational efficiency, improved customer satisfaction, and stronger financial performance, building high-performing, branches.

Our approach

At Burnie Group, we follow a structured yet flexible approach that uncovers the root causes of operational challenges and delivers practical, high-impact solutions.

Current State Assessment

We collaborate with your team to assess the current state of branch operations. This includes analyzing branch performance, identifying key pain points, and understanding how employees spend their time. Using interviews, workshops, and data collection techniques, we uncover opportunities for improvement and align on priorities.

Solution Design

We design the future state by refining core processes, organizational structures, and supporting technologies. To support better workforce planning and resource allocation, we establish time standards, performance metrics, and financial models. The goal is to create practical, scalable solutions that enhance efficiency and service delivery.

Roadmap

We develop a detailed implementation roadmap with clear milestones, workstreams, and risk mitigation strategies. Our project governance structure ensures accountability and progress through regular updates, tracking tools, and change management support to help your teams stay aligned and drive lasting results.

Why choose Burnie Group

• Burnie Group brings deep experience in transforming branch networks to help clients improve operational performance, elevate customer service, and reduce costs
• We have worked extensively across retail banking and financial services and provide tailored solutions that address the unique challenges of branch operations
• Our proprietary methodologies and advanced tools enable us to collect, standardize, and analyze large volumes of data, providing the insights needed to drive meaningful change
• We combine expertise in Operational Excellence with hands-on experience in process redesign, organizational effectiveness, and technology enablement to ensure our solutions deliver real, measurable impact