Staff Manager for Mortgage Processor

Real-Time Staff Allocation and Workforce Visibility for Mortgage Processing Teams

Client

Retail Bank - Residential Mortgages Division

Business Problem

The mortgage operations division operated across three disconnected HR systems that did not share data. This created a fragmented view of staff skills, hours, team allocation, and absenteeism.

Without consolidated workforce visibility, managers struggled to allocate staff appropriately to daily workloads, maintain SLA compliance, and monitor overtime spend.

Solution Delivered

We developed Staff Tracker, an Excel Add-In integrated with a centralised MS Access database, giving team managers real-time visibility into staff availability, skills, and capacity.

  • A skills register enabling managers to match staff to tasks based on capability rather than availability alone
  • Real-time absence tracking with automatic flagging of skill coverage gaps
  • Overtime monitoring tools to keep teams within budget while maintaining throughput
  • A production planning interface for daily workload allocation across mortgage fulfilment teams

Staff Tracker allowed managers at this retail bank to manage daily staff and workloads in real-time.

Results

  • Gave managers real-time visibility into staff capacity and workload distribution for the first time
  • Enabled skills-based allocation, reducing reliance on generalised assignment
  • Improved SLA adherence by surfacing workload gaps before they became breaches
  • Reduced unplanned overtime through proactive capacity monitoring

Technology

Excel | MS Access | VBA

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