Context
A major Australian bank was under regulatory pressure to improve its visibility over the collateral supporting its loan portfolio. Without a consistent picture of the assets underpinning those loans, the bank was required to hold an additional $75 million in reserve capital.
To address this, the bank implemented two new systems:
-
A collateral registration platform to capture and manage secured assets such as property or equipment
-
A workflow and triage tool to manage exceptions and non-standard processing steps in back-office operations
These changes significantly impacted administrative loan processing teams, most of whom were employed by a third-party provider rather than the bank itself.
Asporea’s Role
Asporea was engaged to lead the training strategy, development and delivery for these back-office teams. The objective was clear: ensure frontline users were equipped to adopt new processes confidently and correctly, in order to meet compliance obligations and support the release of $75 million in reserve capital.
Our team translated system changes into clear, actionable guidance for users – bridging the gap between technical implementation and human adoption across a distributed, third-party workforce.
The Challenge
The original training was designed for face-to-face delivery. However, due to COVID-19 lockdowns and health and safety concerns, the entire program had to pivot rapidly to a remote delivery model via Zoom.
This shift introduced new risks around visibility, engagement and comprehension, particularly given that the impacted teams sat outside the bank’s formal structure. It was critical to maintain high standards of clarity and relevance in the training while adapting to the realities of online facilitation.
Our Approach
Asporea took a structured, outcome-driven approach to redesigning and delivering the training program. Key activities included:
-
Conducting deep analysis of system changes to define clear current-state vs future-state workflows
-
Designing a change-aligned training curriculum focused on what users would start, stop and continue
-
Developing targeted, Zoom-optimised sessions for each platform to support both understanding and retention
-
Creating user support materials, including process guides and reference sheets for post-training reinforcement
-
Capturing real-time feedback to continuously refine and improve delivery across cohorts
The training not only explained the systems, but also anchored them in the day-to-day activities of participants — ensuring relevance, ownership and confidence.
Results
The program achieved consistently strong feedback, with an average participant rating of 4.5 out of 5 (a particularly high score for remote training delivery). One participant commented that it was “the best training I’ve had in my career.”
More importantly, the training supported the broader business objective: the bank successfully demonstrated compliance and was able to release $75 million in capital reserves back to operating funds.
