Yet another client is delighted with the outcome of ICG’s unique model!
An ASX-listed, loan-focused fintech, which had been experiencing significant growth, had reached a key inflection point: Their operations, although sizable, were no longer an efficient foundation for profitable scale-up. They reached out to long-time collaborator David Moloney and engaged ICG to support the identification of process and productivity improvement opportunities, as well as recommending initiatives to optimise profitable scale-up and embed a focus on continuous improvement.
ICG assembled a senior team with extensive expertise in financial services operations to review their operating model, drawing from ICG’s previous work in lean and business process reengineering, and in supporting clients with transformation across the end-to-end customer journey.
Over 7 weeks the ICG team (including Barry Melamed and Karine Smyth) baselined and reviewed the operating model and identified the key levers and improvement opportunities within the E2E customer journey from origination (sales and customer acquisition, triage, underwriting and credit decisioning, verifications and settlement) to in-life servicing and collections. The team also delivered an actionable roadmap to pursue high-impact opportunities across Process, People and Technology, including deal flow process redesign, management operating systems, and incorporation of business intelligence tools.
ICG’s collaborative approach quickly gained support and delighted senior leaders and participants, igniting a desire to implement ICG’s recommended initiatives. Our delivery approach planted the seeds of a business-wide continuous improvement framework and capability uplift.
Please join us in congratulating David and the delivery team, led by Barry Melamed, Practice Leader, on this success.
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Call to Action
This engagement reinforces ICG’s position as a trusted partner for financial services clients seeking expert-driven, pragmatic solutions to complex compliance challenges.
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