Challenge 

A Canadian alternative lender operating under a decentralized branch model faced inconsistent execution, inefficient processes, and growing audit risks. These challenges constrained both performance and compliance. 

CRG conducted a diagnostic to identify root causes, prioritize critical opportunities, and design actionable solutions.  

Approach

The project was executed in three phases: Diagnose, Recommend, and Implement.

Diagnose 

• Engaged stakeholders and analyzed data to identify processes with the highest business value 
• Documented priority processes and captured pain points through interviews and site visits 
• Collected qualitative and quantitative data to establish a current-state baseline 
• Conducted value-add analysis to highlight waste and improvement opportunities 
• Facilitated cross-functional workshops to validate issues and co-create solutions 

Recommend

• Developed 42 actionable recommendations and a sequenced roadmap to guide implementation 
• Facilitated workshops with senior branch leaders to validate and prioritize efficiency opportunities across the network 

Implement

• 14 priority recommendations were chosen and planned for implementation within fiscal year 
• Partnered with SMEs to develop unified, leadership-backed solutions 
• Designed and executed tailored change plans to ensure adoption and standardization 
• Delivered Lean Six Sigma training and certification, embedding continuous improvement capabilities across functions 

Outcome

CRG’s engagement and leadership had the following outcomes:  

• Freed up 74 FTEs of capacity across 250 branches within one year, unlocking significant productivity gains 
• Implemented a process management framework and inventory, introducing clear roles, accountability, and KPIs to drive performance 
• Designed a new operating model with a multi-year roadmap to centralize branch processes and enable scalable growth 
• Restructured loan underwriting policies and procedures to reduce waste, modernize execution, and improve both branch and customer experience 
• Simplified the NSF policy, making payments easier for customers while maintaining business risk controls 
• Secured executive sponsorship, embedding support for foundational improvements and setting the stage for long-term transformation