Operations Transformation

Reimagine business operations consulting

Using deep industry knowledge and operational consulting technical acumen, Deloitte’s Operations Transformation (OT) services help our clients reimagine heart-of-the-business operations at the pace of change today and with laser focus on value-driven outcomes.


Case studies

From modernizing payment platforms to digitizing workflows and processes, Deloitte’s Operations Transformation team has the experience and capabilities to move initiatives ahead quickly, from design through deployment, while reducing costs, managing risk, and improving the stakeholder experience. Learn how.

Branch modernization at warp speed

A large regional bank sought to implement integrated teller image capture and digitize branch-item processing. The objective was to conduct these initiatives while delivering high-quality customer and employee experiences, achieving operational objectives, and reducing costs.

Deloitte’s Operations Transformation team redesigned processes to improve efficiency by reducing teller time and keystrokes and eliminating physical tickets. Cross-functional working sessions helped develop and refine key workflows, while guiding principles and design objectives helped standardize changes across multiple processes.

With processes developed supporting the bank’s desired future state (complete with process owners, KPIs, and an impact summary) and wireframe demos enabling deep stakeholder understanding of requirements, the bank was able to minimize build time and limit change requests.

A payments platform that delivers

An international leader in foreign exchange wanted to modernize its payments platform. Doing so would be no easy task: It would require an assessment of the organization’s capabilities, an operational implementation consisting of the review of risk and compliance frameworks, and knowledge of market-activation best practices.

Deloitte’s Operations Transformation team brought together internal and external stakeholders to secure buy-in for a payments modernization plan. The plan addressed competitors in the market, as well as fraud, compliance, and operational risks such as those related to anti-money laundering and the PATRIOT Act.

With knowledge of the company’s capabilities, the project’s risks and compliance issues, and the market in which it would exist, a successful new payments platform was launched. It has been embraced by the market and has provided substantial return on investment.




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Jonathan Lo

Jonathan Lo

Operations and Technology Transformation Leader

Jonathan is a principal at Deloitte Consulting LLP and serves as the US Operations and Technology Transformation Offering leader under the Core Business Operations portfolio. Jonathan is passionate ab... More

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