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Financial services
Designing an operating model for a fast-growing payments company
Result
customer volume without new hires
Service
Operating Model Design
Duration
20 weeks
A payments company had outgrown the informal structure that served it as a start-up.
The challenge
Teams were organised around people rather than customers, decisions waited for the founders and onboarding a new client took six weeks.
Our approach
We mapped how work really flowed, designed customer-aligned teams with clear decision rights, and introduced a simple monthly operating rhythm.
The result
The business tripled the number of customers it serves with the same headcount, and onboarding now takes eight days.
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