Group 5

Muhammad Hafiz Sidik (2006499780)

M Abyan Syuja’ (2006499654)
Seleta Fitriani (2006554280)
Prasetiowati (2006499894)
Nisrina Priyandani (2006553901)
Sindhu Bhagaskara (2006554356)
What Is Athena Bancorp’s Operating Philosophy?

Customer-Centricity & Emphasized Welcoming Atmosphere

● Focus on highly capable employees who are willing to work long hours,
experiences, and wanted to stay in the industry as a career.
● Created a customer service manual & training for employee.
● Semi annual performance review & quarterly employee surveys.
● Created a specific algorithms’ software to obtain a single score related to loan,
credit line, interest rate
● Ensure each branch was staffed so that customers wait times were kept to a
minimum.
What accounts for Athena Bank’s performance to date? What are the key drivers of
this success?

● The key driver of Athena Bank’s success lies in their high quality customer &
service oriented.
● Athena Bank is a conveniently located bank, with customer-friendly hours,
knowledgeable staff, and real financial solutions.
● Athena Bank focused the bank’s growth and credit statistics to comply to its
customer-first philosophy. They spend extra time with customers to know and
understand them. They have deep customer and community knowledge that lead
them to make better underwriting decisions. They provide higher credit lines than
other banks, yet we also keep our losses low.
● Athena Bank prefer to hire professional than recent college graduates who lack
experience.
 How important are human resources to Athena’s strategy?

It’s very important, because:

● Athena’s five year plan which is grow to 15 branches, need hiring experienced banking
professionals to staff its branches. To accomplish this plan, HR employees need to
working harder in acquiring and training the new talents, even maintain and developing
the employees.
● Athena also have high standards to its employees, even the CEO itself had personally
interviewed every single Athena employee before they were hired. Thus affecting the
Athena’s possibilities for further expansion to 15 branches.
● The increasing number of customer complaints and decreased number of job
applicants were the effect of overworked employees which leads to declining
performances.
Does your group prefer Athena to deal with the staffing problem first or expanding
first?

In our opinion, handling the staffing problem first better than expanding first.

The reasons:
● As James said, TRUST needs to be developed first before opening new branches.
● Based on financial ratios 2017-2018, the branches & FTE was increased.
Meanwhile, employee engagements scores was decreased. Increased FTE means
the current staff were overworked, hence the engagement scores keeps
decreasing time to time. Athena needs to create more employee engagement
such as team building, holiday events, sport day.
● Low application volumes had begun to affect Athena Bank’s ability to hire and
would likely have a larger affect going forward once the bank finished working
through its backlog of applications.
Is TRUST a feasible solution?

Yes, TRUST is a feasible solution. The usage of TRUST gives the possibility to
reduce workload, worktime, and human error by their comprehensive technology
platform potential. TRUST can be launched partially according to their function
rather than wait them to fully work. So, the company don’t take longer time to
expand branches.