This Module has introduced the most common functions and capabilities that a retail bank’s operations and information technology support. We have also examined the drivers of change and the opportunities for banks to transform their operations and the business process re-engineering and project management techniques that they can use to help them.

In Operations Level II we will discuss how the bank manages these functions and capabilities and allocates resources to keep the bank running in an increasingly digital and competitive environment, improving the customer’s experience, mitigating risks, and continuing to reduce the bank’s running costs.