Presentation On umpqua bank

8/10/2019 Presentation On umpqua bank

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Submitted by :

Abhishek Nayyer

Bhuvneshwar

Ravi Yadav

Rajeev

Suhani


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INTRODUCTION

Founded : Roseburg, Oregon, United States (1953)

Headquarters :Portland, Oregon, United States

Umpqua Bank with more than 90 branches and $5 billion in

assets is creating and maintaining corporate culture that provide

excellent customer care services

Proper training is been provided by to every employee to do all

kind of task


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Umpqua employees are empowered to satisfy customers

needs

Umpqua banks believes that it needs to continually measure

and reward customer service on a departmental level as

they command it as return on quality

Umpqua acquires banks that have had vastly different

cultures and personnel who do not share Umpquas

customer care philosophy

A key component of its strategy is universal associate

program


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UNIVERSALASSOCIATEPROGRAM

Every employee is trained to perform every task.

The benefit of this program is that the employee

turnover is half of the industry average.

The another benefit is that the employee boredom isreduced because they have to perform multiple task

each day.

According to this program, an employees workday

varies based on which department are slow and busy.

There is no its not my job mentality because every

person has to do every work.

Their main work is to provide every work with best

quality


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STRENGTHS

Individualized customer service at the branch level (not

centralized)

Localized loan services allow better understanding of

qualifications and specialized needs of borrowers. Thisis especially an advantage in the small/medium markets

that Umpqua is concentrated in.

Unique retail environment/merchandising strategy forbranches is appealing to many consumers. Umpqua-

branded coffee, music & other items strengthen brand

awareness and image, which Umpqua is effectively

marketing.


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CONTD..

Able to successfully integrate acquisitions into

company and made diverse background into

universal culture

Have gone beyond to satisfy their customers


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WEAKNESS

Economic strength of region (Pacific)Northwest/I-5corridor) has been weaker than that of U.S. ingeneral (though improving).

Growth through acquisitions is currently expensive(investor expectations are high).

Mortgage business falling significantly due to

reduction in refinancing activity

Large competitors can offer larger lending limitsand offer state-/nation-wide facilities and services


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CONTD..

Because Umpqua largely uses purchased SW, IT

often can't implement desired improvements, so

they must push vendors to innovate on their behalf

(which vendors can then sell to other banks)


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OPPORTUNITIES

Few regional banks left in the area (most havebeen consolidated into national banks)

Few regional banks left in the area (most have

been consolidated into national banks)

Many consumers are becoming disenchanted withdeteriorating service at national banks

Well-run banks are candidates for take-over bylarger rivals (this could be an opportunity or athreat, depending on your point of view).


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THREATS

1.Credit unions:

- untaxed, allowing them to offer better rates.

- have fewer lending regulations, reducing theircosts.

- field of membership rules are being relaxed,

allowing more people to join.

2.New community banks are being formed in

response to consolidation.


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CONTD..

3. On-line banks can offer better rates due to lower

overhead.

4. Interest rate riska substantial amount ofUmpquas earnings are from the spread between

interest on deposits & loans, which could

deteriorate if deposit rates increase faster than loan

rates


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Q1.Discuss the pros and cons of Umpqua bank

universal associate program perspective of the

bank management ?


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Pros :

Reduced temporary staff required for coverage from

illness, vacations, etc. Reduced cost for training employees

Reduced number of Branch employees

Increased cross sell ratio

Improved employee satisfaction scores

Improved employee retention

Improved Customer satisfaction scores

Improved staff ability to handle more complex

transactions


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CONS

"The training provided for anyone other than a Universal

Associate is terrible

Lack of leadership in some areas and upper

management feels that middle managers are

responsible for leading without support.

The bank force feeds its "culture" to its employees. It's

very cultish, and advancement depends heavily on how

well you talk the talk

Way too much work put on shoulders of employees with

embarrassing pay rate and nonexistent promotions.

Politics decides who gets what not how hard you work


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QUESTIONNO2

Discuss the pros and cons of Umpqua bank

universal associate program perspective of

the bank employee?


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PROS:

Higher employee satisfaction

Proper work life balance

Less conflict

Developing up of new skills in employees

Low employee attrition


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CONS

As there is universal associate program then it may

happen that all employees are not trained as they

need to be for their personal development

Organizational objective is placed more importance

then personal objectives

despite the integration activities going on, there is a

lot of overwork anyways and a lot of people do not

feel they are paid fairly for the amount of hours that

they put in

Way too much work put on shoulders of employees

with embarrassing pay rate and nonexistent

promotions


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Q3. Is a tall or flat organization most

appropriate for Umpqua? Explain your

answer


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.Its a flat organization structure because There is a clarity in decisions.

Narrow span of control is there.

Providing more opportunities to employees to grow

through multi tasking thing.

More flexible in nature. Due to its culture people are ready to adapt new

changes.


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Q4. Develop a goal oriented job

description for an Umpqua teller.


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Responsible for handling customer transactions at banks,

including taking deposits, disbursing cash, opening

accounts, and investigating fees.

PRIMARY RESPONSIBILITIES

Process routine account transactions.

Open accounts, including savings and checking.

Help customers fill out deposit and withdrawal slips.

Use adding machine.

Disburse money to customers.

Validate the deposit slip and stamp it by machine. Check for photo identification.

Assist customers at the drive-through window.

Greet people arml and direct them to appropriate bank


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Greet people warmly and direct them to appropriate bank

personnel.

Handle loan payments and cash checks.

Sell travelers checks and money orders. Collect loan and utility payments.

Promote bank products.

Record all transactions.

Report suspicious activity to police. Exchange foreign currency.

Count cash at beginning and end of shift.

Balance currency, cash and checks in cash drawer at

end of each shift.


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Presentation On umpqua bank