Operational Effectiveness & Real-Time Modules

Develop a deep understanding of Real-Time and establish key operating principles to be better prepared prior to the day, more effective on-the-day and capture understanding and learning.

Published on 19 June 2025

2025 Awards Case Study: Small changes, big impact

The Planning Team at Leeds Building Society knows that even small, thoughtful changes can make a big difference. With just seven people, they manage planning for six operational areas, including the busy contact centre, where over 136 colleagues handle 660,000 calls a year.