The seven pillars of post-pandemic operational excellence

Key strategies and supporting tactics for building up your business, whatever happens next

The financial services industry had a landmark year in operational transformation and, whether due to safety concerns or due to necessity by lockdowns, consumers have changed since Q1 of 2020. Credit unions were uniquely challenged to brace their operations for pandemic-grade member needs, digitally and through the branch.

As consumers and businesses begin to emerge from their virtual trenches, credit union leaders across the U.S. are reassessing whether their operations are equipped to support life after COVID-19 and help set some guidelines for this task. SRM’s project managers have provided the following seven pillars for operational excellence. We hope these strategies and ensuing tactics will help build up and reinforce your credit union’s operating models, whatever may happen next.

1. The Location Strategy

The extent to which a credit union embraces long-term remote working models carries implications, especially for branch square-footage and layout.


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