The Operations department at Vista Bank struggled throughout 2019 to improve their processes and ensure that they delivered world class back and middle-office support to the bank. The Divisional Head, Retail Operations, Elena Attah who oversees the entire operations backbone for the branch networks gets her marching orders from the Bank’s Chief Executive - “you guys need to get more innovative with problem solving, and I believe I have just the solution that you need to overcome this” he said in the email he sent to her this week. She reads the content of the email attachment and it absolutely makes sense - her team and the entire Vista Bank need to re-jig their operational strategy and deploy tools of creative thinking to overcoming their challenges, and she looks forward excitedly to implementing the recommendations in the attachment.