Banking Sector

Case Study

January 22, 2026

About the Client & Program

The client, a leading bank in the UAE, initiated an Agile transformation in their Corporate and International Banking segments, areas traditionally resistant to Agile adoption. The CIBG & IBG groups consisted of over 250 associates across sales, documentation, compliance, marketing, and strategy functions.

To drive this transformation, Agile consultants were engaged to create awareness, review existing processes, and provide hand-holding support.

The Challenge

Challenges that Triggered Agile Adoption:

The key challenges faced by the IBG/CIBG segments included:

Significant Delays:

Frequent missed deadlines and delays in deliverables, causing dissatisfaction among clients.

Team Inefficiencies:

Inefficiencies and lack of clear responsibilities led to a blame culture and distrust among segment teams.

Lack of Collaboration:

Although Lean practices had been introduced, the teams struggled with collaborative execution and sustained results.

The need for a cultural shift and structured approach to achieving results led to the consideration of Agile as a solution.

Objectives of the Transformation:

Create Awareness:

Implement a tailored Agile framework for non-IT divisions like IBG & CIBG.

Train Teams:

Support teams in adopting Agile practices effectively.

Empower Leadership:

Coach Lean Leadership in Agile for long term success.

Monitor Impact:

Evaluate progress with quarterly dipstick surveys.

Agile Adoption and Execution

Our first step was to gain a deep understanding of the existing challenges by interviewing various teams, function heads, and segment leaders. Based on these insights, we designed a customized Agile framework inspired by the Spotify model of Tribes and Squads, tailored specifically to non-IT needs.

Key steps in our approach included:

Training and Education: We trained all team members on Agile principles and practices to ensure a solid foundation.
Process Review and Improvement: We reviewed ongoing processes and recommended specific improvements for each level.
Scrum Implementation: Scrum was rolled out in 7 segments of the IBG & CIBG business units, creating a structured approach to project management.
Continuous Monitoring & Mentoring: We provided ongoing support and mentoring to help teams navigate each sprint effectively.
Internal Coaching Development: We trained members of the Lean Transformation team to become internal Agile coaches, ensuring the sustainability of the transformation.
Digital Integration: We introduced digital tools to manage processes and track metrics, enhancing visibility and accountability.

Frameworks & Tools Used:

Modified Agile Model: Adapted from the Spotify framework to suit non-IT needs.
Kanban: Implemented for visual workflow management.
Microsoft Teams: Used for initial tracking due to ease of integration with existing processes.

The Benefits

Our Agile transformation initiative delivered several key benefits to the bank:

Improved Collaboration: Enhanced coordination across multiple projects, resulting in greater buy-in from stakeholders and increased accountability.
Increased Visibility: The use of Kanban boards & digital tools provided leadership with a clear view of ongoing work and resource utilization.
Better Utilization of Teams: Optimized team efforts and reduced dependencies and wait times, enabling faster and more efficient delivery.
Higher Employee Satisfaction: Improved processes and visible recognition of efforts boosted morale and job satisfaction among employees.

Big Wins

Cycle Time Reduction:

We achieved a 10-15% decrease in the cycle time of key deliverables.

Faster Resolution:

We improved ticket resolution by 70% within just three months of Agile adoption.

Enhanced Alignment:

We fostered better alignment between teams and departments, creating a more cohesive work environment.

Cultural Transformation:

We transformed the organization from siloed teams to a culture of collaboration and empowerment.