Description

A focused course, tailored for you

Building Modern Banking Operations Modernisation (BPO + ML + Operations Research + DORA + AI Operations + Cost Discipline + Customer Experience)

Build the modern banking operations modernisation capability in 10 weeks. BPO + ML + operations research + DORA + AI operations + cost discipline + customer experience.

Banking operations leaders at Irish + UK + EU banks face a layered modernisation: BPO rationalisation, ML-driven operations, operations-research optimisation, DORA integration, AI-augmented operations, cost discipline, and customer-experience expectations. Leaders who build the modern capability take the senior bank-wide work. Here is the 10-week build.

$199 one-time

Tailored to your situation. Access within 24 hours. 30-day money-back.

Includes a hand-built implementation playbook delivered alongside course access, generated for your specific situation.

Why this course

Banking operations leaders at Irish + UK + EU banks (Bank of Ireland, AIB, PTSB, KBC Ireland legacy, Ulster Bank legacy, Avant Money, Citi Ireland, Barclays Ireland, the firm Ireland, Wells Fargo Ireland, BNY Mellon Ireland, State Street Ireland, the firm Ireland, NatWest, Lloyds, Barclays, HSBC UK, Santander UK, Nationwide, TSB, Virgin Money, Monzo, Starling, Revolut, ING, Rabobank, ABN AMRO, the firm, Crédit Agricole, BPCE, Société Générale, Deutsche Bank, Commerzbank, UniCredit, Intesa Sanpaolo, BBVA, Santander, CaixaBank, KBC Belgium, Belfius) face a layered modernisation challenge.

BPO (Business Process Outsourcing) rationalisation under shifting cost-and-quality patterns and DORA third-party risk requirements, ML-driven operations (fraud detection, AML monitoring, treasury automation, complaint handling, customer servicing), operations-research optimisation (workforce-scheduling, capacity planning, channel-mix optimisation), DORA integration (live January 2025), AI-augmented operations (process discovery, process mining, intelligent document processing, conversational AI for customer servicing), cost discipline under shifting interest-rate environment, customer-experience expectations under fintech competition, and regulatory-cost pressure (PSD3, PSR1, EU AML Authority, EBA, ECB SREP, BoI Central Bank requirements) all need to land at the operations-leader layer.

Leaders who build the modern capability take the senior bank-wide work. Leaders who stay on classic process-improvement patterns watch the senior work shift to peers.

This course teaches the 10-week build of modern banking operations modernisation: BPO rationalisation framework, ML-driven operations framework, operations-research optimisation framework, DORA integration framework, AI-augmented operations framework, cost discipline framework, customer-experience framework, and the executive engagement model. Twelve modules with deliverables. Plus a hand-built implementation playbook for your specific operation.

What you walk away with

A documented BPO rationalisation framework.
An ML-driven operations framework.
An operations-research optimisation framework.
A DORA integration framework.
An AI-augmented operations framework.
A cost discipline framework.
A customer-experience framework.
An executive engagement model.
A 10-week build plan.

The 12 modules

Module 1. Irish + UK + EU banking operations landscape 2026

Detailed walkthrough of the Irish + UK + EU banking operations landscape in 2026: competitor moves at Bank of Ireland + AIB + PTSB + NatWest + Lloyds + Barclays + HSBC UK + Santander UK + ING + Rabobank + ABN AMRO + the firm + Société Générale + Deutsche Bank + Commerzbank + UniCredit + Intesa Sanpaolo + Santander, fintech competition (Monzo, Starling, Revolut, N26, Wise, Klarna), BPO landscape (Genpact, WNS, Conduent, the firm, the firm, the firm, the firm BPO, the firm BPM, the firm BPS, in-house), AI-augmentation landscape, regulatory landscape (DORA, PSD3, PSR1, EU AML Authority, EBA, ECB SREP, BoI Central Bank, FCA, PRA, ECB), and the strategic-level decisions facing operations leaders.

Module 2. BPO rationalisation framework

Build the BPO rationalisation framework: BPO-portfolio assessment, in-house-vs-BPO-vs-AI-augmented framework, BPO-vendor consolidation framework, BPO-vendor-renegotiation framework, transition-back-to-in-house framework where applicable, DORA third-party risk integration, and the integration with broader vendor management.

Module 3. ML-driven operations framework

Build the ML-driven operations framework: fraud detection ML pattern, AML monitoring ML pattern, treasury automation ML pattern, complaint handling ML pattern, customer servicing ML pattern, and the integration with broader operations. Three ML patterns at peer banks.

Module 4. Operations-research optimisation framework

Build the operations-research optimisation framework: workforce-scheduling optimisation, capacity-planning optimisation, branch-network-optimisation, ATM-network-optimisation, channel-mix optimisation, call-centre-workforce-management optimisation, and the integration with broader operations strategy.

Module 5. DORA integration framework

Build the DORA integration framework: ICT-risk management framework, ICT-related incident management and reporting, digital operational resilience testing (including TIBER-EU), ICT third-party risk management (vendor concentration, sub-contractor disclosure, exit), information-sharing arrangements, and the integration with broader risk management.

Module 6. AI-augmented operations framework

Build the AI-augmented operations framework: process discovery (UiPath Process Mining, Celonis, Microsoft Process Mining, ABBYY Timeline, in-house), process mining, intelligent document processing (UiPath Document Understanding, ABBYY Vantage, Hyperscience, Rossum, Indico, in-house), conversational AI for customer servicing (Cognigy, LivePerson, Kore.ai, IBM watsonx Assistant, Microsoft Copilot Studio, in-house), GenAI for operations (UiPath AI Center, Microsoft Copilot, in-house), and the integration with broader AI strategy.

Module 7. Cost discipline framework

Build the cost discipline framework: cost-to-income ratio framework, per-product cost framework, per-customer cost framework, per-channel cost framework, cost-allocation framework, cost-reduction target framework, and the integration with broader CFO management.

Module 8. Customer-experience framework

Build the customer-experience framework: customer-journey mapping, channel-strategy framework (digital, mobile, branch, call-centre, ATM, advisor), customer-onboarding framework, customer-servicing framework, complaint-handling framework, NPS measurement framework, and the integration with broader customer strategy.

Module 9. Regulatory-cost optimisation

Build the regulatory-cost optimisation framework: PSD3 + PSR1 integration, EU AML Authority integration, EBA SREP integration, ECB SREP integration, BoI Central Bank Code of Conduct on Business Lending to SMEs, consumer-credit-directive integration, and the integration with broader compliance.

Module 10. Operating model

Build the operating model: target-operating-model framework, organisational-design framework, role-clarity framework, decision-rights framework, governance-cadence framework, performance-management framework, and the integration with broader people strategy.

Module 11. Executive and board engagement

Build the executive and board engagement: COO partnership, CEO partnership, CFO partnership, CRO partnership, CIO partnership, CTO partnership, board-operations-committee engagement, board-risk-committee engagement, and the integration with broader executive cadence.

Module 12. Your 10-week build plan

Week-by-week plan with weekly deliverables. Weeks 1-2: banking operations landscape + BPO rationalisation framework. Weeks 3-4: ML-driven operations framework + operations-research optimisation framework. Weeks 5-6: DORA integration framework + AI-augmented operations framework. Weeks 7-8: cost discipline framework + customer-experience framework. Weeks 9-10: regulatory-cost optimisation + operating model + executive engagement. Deliverable: modern banking operations modernisation capability.

How this addresses your situation

Specific modules that map to what you said you are dealing with.

Module 1 covers the landscape.

Module 2 produces BPO rationalisation.

Module 3 covers ML-driven operations.

Module 4 covers operations-research optimisation.

Module 5 covers DORA integration.

Module 6 covers AI-augmented operations.

Module 7 covers cost discipline.

Module 8 covers customer experience.

Module 9 covers regulatory-cost optimisation.

Module 10 covers operating model.

Module 11 covers executive engagement.

Module 12 covers the 10-week build plan.

What you get with this course

The 12-module course delivered as text plus downloadable templates.
Templates and worked examples for BPO rationalisation framework, ML-driven operations framework, operations-research optimisation framework, DORA integration framework, AI-augmented operations framework, cost discipline framework, customer-experience framework, regulatory-cost optimisation, operating model, executive and board engagement.
A hand-built implementation playbook generated for your specific operation.
Three worked examples of modern banking operations modernisation at peer Irish + UK + EU banks.
Scripted talking points for the COO and CEO engagement.

What you will have in hand by Day 1, Week 1, Month 1

Day 1: BPO rationalisation framework scaffold drafted.

Week 4: ML-driven operations + ops-research optimisation designed.

Week 8: DORA + AI-augmented operations + cost discipline + CX operational.

Week 10: Capability in operation.

Before and after

Before

Your operations practice runs classic process-improvement. BPO consolidation strains the operation. ML-driven operations is talked about but not deployed. DORA integration overhead grows. Cost-to-income ratio under fintech competition strains. Senior bank-wide work goes to peers shipping the modern capability.

After

A modern banking operations modernisation capability is in operation. BPO rationalisation framework, ML-driven operations framework, operations-research optimisation framework, DORA integration framework, AI-augmented operations framework, cost discipline framework, customer-experience framework, regulatory-cost optimisation, operating model, executive and board engagement are all designed.

What happens if you do not address this

Operations leaders without the modern capability miss bank-wide senior work. DORA effective January 2025; PSD3 + PSR1 transition active; ECB SREP requirements tighten.

Who it is for

For banking operations leaders, COO-office members, senior operations directors, business-process-management leads, and senior operations leaders at Irish + UK + EU banks and banking-services firms.

Who this is NOT for. Pure individual-contributor operations roles without leadership scope. Operations leaders at firms with no banking business. Pure technology roles without operations scope.

How it arrives

Text-based course via LMS, plus downloadable templates and worked examples and the hand-built implementation playbook.

Time investment. Roughly 18 hours of reading and 100 to 200 hours of operations-leader effort across the 10-week build.

Why $199 is the right number

External banking operations consultants (Big4 banking practices, McKinsey Banking, BCG Banking, Bain Banking, Oliver Wyman Banking, the firm Banking, the firm Banking, the firm Banking, the firm Banking, the firm Banking, the firm Banking) charge $500K-$3M for operations modernisation programmes. $199 buys the focused playbook plus the implementation document for your specific operation.

FAQ

Will this replace hiring a banking-operations consultant?

Partially. It teaches the modern capability. You may still want specialist input for complex BPO transition.

What if my bank is primarily retail (not commercial)?

Modules 3 and 8 cover retail-anchored patterns.

Does this cover Irish-specific Code of Conduct on Business Lending to SMEs?

Module 9 covers Irish-specific Codes.

What about fintech-incumbent integration / partnership patterns?

Modules 6 and 8 cover fintech integration.

What is in the implementation playbook for me specifically?

BPO rationalisation framework tailored to your specific BPO portfolio; ML-driven operations framework matched to your specific operations; a 10-week build plan.

30-day money-back guarantee. If after a week of working through the materials this is not what you needed, reply to the receipt email and a full refund is processed. No questions, no forms.

Within 24 hours your account in the learning environment is provisioned and the tailored implementation playbook is delivered alongside it.