Customer Centricity The customer-led operating model for SME banking.

Approve light-touch. Onboard on day one.

Because the RAF check happened at design time, the credit decision moves through a light-touch path. Reviewers approve substance, not paperwork.

Documents pre-fill from Phase 2 design data. Client data is verified against internal systems automatically. The 30/60/90 milestone plan is locked at signature and starts tracking in Phase 4. Five business days from approved structure to funded facility.

This is where the customer-led operating model rewards the discipline of the prior phases. It assumes the institution’s Lending Process, Risk Analytics, and Data Management are already running. Light-touch only works because the structure was already validated against the foundations.

In this phase

From approved structure to a funded facility.

Five activities. Approval moves at the speed of policy alignment, not the speed of paperwork.

01

Run the gatekeeper

Sector cap, RAROC, DSCR, collateral checks fire automatically

02

Light-touch approval

Reviewers focus on substance, not on documentation hunts

03

Pre-fill the documents

Standard templates populate from Phase 2 design data

04

Onboard the client

Verify, sign, disburse, register the new facility

05

Lock 30/60/90

Milestone plan starts tracking from day one

The toolkit

Five signature tools.

Decide and Onboard tools collapse the cycle that traditionally costs banks the most days. The structure was designed within policy. The decision confirms it. The onboarding executes it.

Tool 01

Credit Approval Memo

Standardized memo that links problem archetype, toolkit components, financial analysis, and RAF check results in one structured document. Auto-populated from Phase 2 design. Reviewers spend their time on substance, not assembly.

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Tool 02

Policy Gatekeeper Checklist

Embedded list of risk and policy validations. Sector cap, tenor band, DSCR floor, RAROC threshold, collateral coverage, legal compliance. Each check is binary, evidence-backed, and visible to the RM at submission.

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Tool 03

Document Automation Pack

Pre-filled standard documents drawn from Phase 2 toolkit selections and Phase 1 client data. Term sheet, facility agreement, covenant schedule, security documents. The RM reviews. The system drafts.

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Tool 04

Onboarding Checklist

Tracks documentation collection, KYC validation, account opening, security registration, signature workflow. Status visible end-to-end. Clear ownership of every step. No surprises at disbursement.

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Tool 05

30/60/90-Day Milestone Plan

Locked at signature. Defines what the client and the bank will check at thirty days, sixty days, ninety days. Becomes the input to Phase 4 Run and Review. The client knows what success looks like before the first drawdown.

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Try it

Walk a Karibu Logistics approval in three minutes.

Watch the four policy gates fire on the proposal designed in Phase 2. Sector cap, RAROC, DSCR, collateral, all PASS. The light-touch path activates. Documents pre-fill. The 30/60/90 plan locks in. Five business days from approved structure to funded facility.

Featured demo · live

Light-Touch Approval Walk

Open the Karibu Logistics file, day three of five. The Policy Gatekeeper has fired all four checks. Sector cap at 62% of allocated. RAROC at 14.8% versus 12% minimum. DSCR 1.42 versus 1.20. Collateral coverage 1.65x versus 1.30x. Light-touch path active. Onboarding eight of eight documents pre-filled. Client signature pending. The 30/60/90 plan locks at signature and starts tracking automatically.

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Working preview · animated four-gate approval workflow · about three minutes
The principle

Q-Lana on Decide & Onboard.

If the risk appetite check happens at design time, approval should be a confirmation, not a re-investigation. Reviewers approve substance, documents pre-fill, and onboarding starts on day one. The committee's time goes to judgment, not paperwork.

Christian Ruehmer, Co-Founder, Q-Lana

Across Q-Lana

Related

Two places Decide & Onboard shows up next.

Why this matters

Approval at the speed of alignment.

Most banks lose more days in approval and onboarding than in any other phase. The toolkit collapses that cycle by moving the policy check upstream. By the time the credit committee sees the file, every gate is already green. Reviewers approve substance. The bank funds the facility. The client gets the answer they need in days, not weeks.

For Heads of Credit Operations, Distribution, and Customer Strategy

Walk us through one underperforming customer segment.

No pitch deck. A working session on where the relationship is held back by the operating model, and what changes when the bank moves from product-pushing to problem-solving.

Q-Lana Weekly

One newsletter. Five lenses. In your inbox every week.

Curated news with practitioner commentary. One Deep Dive in rotation. One applied tool. Read in fifteen minutes. Used the same week.

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