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Quality manual’s creation for Portugal’s largest financial group

 manual qualidade


LBC has worked with the banking industry leader in Portugal to create a quality manual for the Customer Support Office (GCL). 


Efficiency promotion

The GCL contributes to the processes efficiency promotion and the improvement of the quality of the service provided to the client; it is also responsible for ensuring relations with institutional entities, in particular with the Bank of Portugal, regarding behavioral supervision.


A guarante 

The manual developed by LBC clarifies areas such as the strategic definition; activity monitoring; management of complaints, continuous improvement and communication, Human Resources, administrative, financial and infrastructures. The document created was thus a guarantee that the GCL – which mission is to improve the level of customer’s satisfaction, as well as manage and handle complaints and identify resulting opportunities for improvement – ensures the relationship with other internal structure bodies and external entities as its customers, suppliers or partners.


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