Ogemen Solutions

A regional U.S. bank operating across 200+ locations was weighed down by manual, repetitive back-office processes, including customer and account history reviews, validations, and internal ops workflows. These legacy workflows led to slow turnaround times, inconsistent decisions, and rising operational costs.

We conducted a 6-week automation-focused due diligence, assessing automation readiness, evaluating tool options, and designing an actionable roadmap. Our scope included:

• Full validation of automation opportunities across back-office workflows

• Evaluation of automation tools with a deep-dive into feasibility, licensing, and scalability

• Recommendation of PEGA Robotics based on integration ease and enterprise fit

• Development of a phased roadmap (quick wins to strategic transformation)

• Creation of a robust business case with 3-year ROI modeling

Key Deliverables:

• Target Operating Model with embedded automation

• Solution feasibility analysis + tool recommendation

• Implementation roadmap with success KPIs

• Business case detailing $3M+ in potential savings

Outcomes Delivered:

• 75% reduction in processing time for targeted workflows

• $3M+ in cost savings over the transformation cycle

•  Standardized decision-making and improved customer response times

•  Optimized resource utilization across branches

This initiative transformed the bank’s back-office operations, unlocking efficiency, reducing operational overhead, and improving customer experience — all while building a strong automation foundation for the future.

A U.S.-based mortgage lender faced growing inefficiencies across its correspondent operations, spread over 14 decentralized branches. Each branch had its own processes, leading to inconsistent service delivery, unclear performance metrics, and excessive handoffs — 24 touchpoints per file, to be exact.

We led a 6-week Lean-based due diligence engagement to identify bottlenecks and design a centralized operations model. We:

• Created a complete process inventory across branches

• Documented current-state flows, handoffs, volume patterns, and SLAs

• Identified redundancies, non-standard procedures, and rework cycles

• Conducted maturity assessments to highlight reengineering opportunities

The redesigned target state introduced:

• A centralized ops hub with clearly defined function-level touchpoints

• Structured SLAs & KPIs to track performance and ensure consistency

• Standardized policies and procedures to unify execution across branches

Key Results Delivered:

• Reduced handoffs from 24 to 16, streamlining cross-team execution

• Turnaround time dropped by 40% — from 56 days to just 34

• Standardization enabled consistent, scalable delivery

• Enhanced operational oversight and reduced delivery friction

This centralization not only cut delays and improved processing speed, but also positioned the lender for long-term scalability and performance excellence in a competitive mortgage market.

A U.S. regional bank was grappling with serious bottlenecks in its mortgage origination process — with total turnaround times exceeding 55–60 days, and approval-to-funding delays of over 30 days. Multiple internal handoffs, inconsistent processing techniques, and repetitive customer touchpoints were impacting both operational efficiency and customer satisfaction.

We conducted a 4-week deep-dive using Lean and Value Stream Mapping, analyzing every step across the mortgage origination lifecycle. We:

• Inventoried all processes across teams

• Identified over 20+ non-value-adding steps and redundancies

• Mapped handoffs, system dependencies, and volume workloads

• Assessed maturity gaps and documentation inconsistencies

Our solution included a redesigned target state with standardized flows, clear SLAs, and SOPs across functions. We reduced customer touchpoints by enhancing data capture in the application process, and implemented an early warning dashboard for leadership to monitor risk triggers in real-time.

Outcomes delivered:

• Turnaround Time reduced from 55+ days to under 30 days

• Approval-to-Funding improved, directly boosting revenue flow

• Standardized processes across all origination teams

• Customer experience significantly enhanced through fewer touchpoints

• Improved management oversight through reporting automation

This transformation not only improved operational metrics but laid the groundwork for scalable, consistent mortgage operations aligned to business growth.