Case Study
Kiwibank
Kiwibank is a totally New Zealand owned bank providing banking services to New Zealanders with a focus on doing things
in a uniquely Kiwi way. Kiwibank differentiates it service by focusing on personal service, a commitment to treating
people fairly, providing low fees and providing the best value for money banking services.
Challenge
In 2006 supermarket based banking organisation Superbank ceased its operations. As part of Superbank’s closure, thousands of
Superbank account holders transferred their savings accounts to Kiwibank. The transfer of accounts required significant processing
services within a short time period. Not only did Kiwibank have to maintain the processing services associated with their normal
day-to-day operations for existing clients, but additional resources were required to administer the opening of new accounts for
former Superbank clients.
FINNZ goal was to provide additional processing resources to Kiwibank to ensure the accurate and timely transfer of accounts
from Superbank to Kiwibank.
Solution
FINNZ provided a number of people, split into teams and operating in shifts, to complement Kiwibank's own processing staff.
We applied a flexible approach to the management of this project to ensure resource numbers were appropriately aligned to
work volumes.
Benefit
The people used, in conjunction with the service approach adopted by FINNZ, enabled the timely transfer of accounts
from Superbank to Kiwibank. The experience of our people meant they were able to quickly come to terms with the nature
of the processing services – meaning Kiwibank didn’t have to invest time and money in extensive training.
Also, by establishing FINNZ processing teams and using our own team leaders meant that Kiwibank management were not
tied up with managing our people but were able to focus on the wider project management.
FINNZ has an ongoing relationship with Kiwibank and continues to provide people to supplement Kiwibank’s own processing staff.