The Critical Role of Process in Treasury Management Service Delivery

It’s tempting to believe that having the "best people" is the secret to success in attracting new business accounts or securing loans for your bank. In lending, this may hold true—after all, loan decisions often hinge on relationships and personalities that build trust during complex negotiations. However, when it comes to the deposit side of the business, the equation changes. While talent remains important, it’s not the sole driver of success. Instead, the efficiency, consistency, and scalability of your team’s processes often make the bigger difference. This is especially true in Treasury Management, where the focus is on solving operational pain points and delivering seamless service that builds loyalty over time.

Even the most talented Treasury Management team can struggle without well-defined processes to guide them. When workflows are inconsistent or rely too heavily on individual brilliance, service delivery becomes unpredictable, and opportunities are missed. Customers notice when onboarding takes too long, service requests are mishandled, or pricing structures are unclear. On the other hand, a mid-level (in talent) team that follows a disciplined, customer-centric process can often outperform a highly skilled team that operates without structure. Processes ensure that every customer receives the same high level of service, regardless of who is managing the relationship.

Talent may get you in the door, but process is what keeps you there. It’s not enough to rely solely on star performers. Instead, banks that focus on building robust service delivery frameworks - combining clear workflows, strong technology, and cross-functional collaboration - are the ones that thrive. As you reflect on your own Treasury Management service delivery, ask yourself: Do your processes empower your people to shine, or are they holding them back? The answer could be the key to unlocking growth.

While talent is undeniably important, it’s only part of the equation in building strong business relationships.

If your answer to “Why should we move our business to your bank?” is simply, “We have the best people,” you’re giving the same response as every other bank. While this may be true, it’s not enough to set you apart in a competitive market.

Instead, focus on being able to say, “Our processes ensure every customer achieves their desired results, and we consistently deliver on those results.” This distinction goes beyond talent—it highlights the operational excellence and reliability that customers value most.