Lucas’ perspective. Lucas is a back office manager.

Lucas: “As a backoffice manager, I am responsible for following up the cash management business. This is a particularly change-prone business. Each change has an impact on my bank’s treasure, so we have to deal with a lot of compliance rules imposed by Central Cash Treasury department. Luckily balancing risk control and market supply and demand comes natural to me. For exceptional situations, I also need to decide on the go or no-go of the transport. Especially for wholesale customers’ orders, combined with the branch transports, this is a complex decision.”

Lucas loves translating these often abstract challenges towards the impact on cash management operations and finally into the rules and policies to institute. “Now I’m not the nagging kind, but its vital these rules are implemented. I often worry during my hiking holidays, that one of the cash limits would not be respected resulting in a security risk for the branch employees.”

c-Quilibrium tailored for Lucas

Lea’s perspective. Lea is a middle office manager.

Lea is employed at the bank head quarters as middle office manager. She is responsible for managing more than 500 ATMs of different types (cash out, recyclers, … ). The bank strives for maximum availability of the ATMs to assure the end customer’s experience and Lea is dedicated to fulfill this goal.

Lea: “This is literally a full time occupation! However, due to the current economic reality and with the bank using a system with variable transport frequency, I am under a lot of pressure to save costs by saving transports (and especially exceptional transports) as well. My main stress factor is being disturbed often. In a network like ours, we naturally have a large variety of incidents, impacting cash but with the root cause out of my power and limited or no information to deal with the matter.”

c-Quilibrium tailored for Lea

Arthur and Sophie’s perspective. Arthur is a middle office manager, Sophie is a branch employee.

Sophie: “As a commercial advisor in the branch where I work, my focus is to deliver a good service to our customers. Being able to provide my customers with cash is one of those services we provide. Specifically since cash is considered a commodity, it’s important for our image. Nevertheless, I experience the hassle of having to deal with the logistics, regulatory aspects, foreign currencies, determining appropriate order amounts or let alone send back amounts as complex and a defocus from my commercial targets. I am quite happy I have colleagues like Athur in the back office who are able to deal with this as if I were there customer”

Arthur: “A thorough follow-up of the orders placed by Sofie and her colleagues and contacts is an essential part of the service we provide. We make sure the orders are in respect to the bank’s, National Bank’s, CIT’s requirements and from the moment something in the processing and delivering goes wrong, we’ll know. And of course, this will allow us to pro-actively contact people in the front office, like Sofie. Or her colleages.”

c-Quilibrium tailored for Arthur and Sophie

Jasper’s perspective. Jasper is a cash business owner.

Jasper: “I have been working at this bank for 12 years. Being considered as an expert in this money-driven business of cash management, I am constantly looking for improvements of our bank’s processes.  Cost reduction remains an important driver but also applying to the SLA’s concerning availability and process control are key to the job. Regularly having to evidence the performance of my department or our investment decisions, I find myself creating custom reports on complex matters.”

While he doesn’t have much time to spend with his team due to the high number of meetings he has to attend each day, supporting his team is important for Jasper as he realises that they will implement any improvement found:  “I believe that by providing my teams with the right tools, we will be able to further optimise.”

c-Quilibrium tailored for Jasper

Marc’s perspective. Marc is a CIT business owner.

Marc: “As a CIT, we are often in close cooperation with banks. Although all banks are different, when it comes to cash, each bank has the same cash management challenges. One of the biggest challenges is managing and controlling the cash inventory in my cash centers. The banks often request last-minute transports which cannot be picked up anymore at the National Bank making it difficult to predict if there will be enough cash available without running a security risk.”

Recently, a new challenge has knocked on Marc’s door. One of his customers has asked to take on tasks that used to be executed by the bank itself: “Transport planning, ordering at the National Bank… are now in the hands of my company. We are evolving from a transport company to a service company”

c-Quilibrium tailored for Marc