Geoban, part of Santander UK: The evolution of Operational Excellence in the Back Office 

Geoban UK, the Operations Centre of Excellence managing Back Office operations for Santander UK entities, has transformed its services in recent years, with a true focus on improving the end to end journey for its customers. The evolution of planning and insight functions has been key, creating a ‘flat back office’ and ‘early warning signals’ that offer agility in responding fast to market needs and workload peaks. Actively collaborating, the central support teams use data insight to take apart the processes that lie behind each journey and rebuild them using planning skills and process design, often requiring changes in systems, resourcing and employee behaviour. Crucially, sustained improvements have built up over 4-5 years and now dig down to a deep level of complexity and insight.
The results have been significant. Initiatives include over 50 innovative process improvements and the implementation of eg’s back office solution, saving over £5m already. Breaches of the SAR regulatory process are almost eliminated and the mortgage validations process has seen journey times halved and straight-though processing up to nearly 80% in this critical area, making huge improvements to the experience for Santander UK’s mortgage customers.

Who should attend? A great opportunity for anyone looking to optimise end-to-end journeys or take insight and planning to the next level in the back office. These powerful examples of improvement will also make the conference presentation of huge interest in financial services.


David Taylor, Geoban
David is the manager of the Geoban Business Intelligence Team, a central team that supports Geoban’s core goals of Quality, Control and Productivity through analysis, opportunity identification, and solution development. David has worked for Geoban for seven years managing MI, development and planning & analysis teams. Geoban is the Operations Centre of Excellence managing Back Office operations for Santander UK entities.