Case Interview Question #00298: Your client Huntington Bancshares Inc. (NASDAQ: HBAN) is a US$53 billion midwestern regional bank holding company headquartered in Columbus, Ohio. The company’s banking affiliate, the Huntington National Bank, provides retail and commercial financial services in eight franchise states (Indiana, Kentucky, Michigan, Ohio, Pennsylvania, Virginia, West Virginia, Florida).

Recently, the senior management team in Huntington Bank feel they are unable to determine their commercial bank’s profitability. You were hired to help them improve profitability. Their objective is to make the corporate bank sought by customers, feared by competitors and a source of pride for employees. Question to you: If you were the engagement manager on this job, what would be your approach and potential solution?

Additional Information: (provided to you if asked for)

• The client has grown through multiple acquisitions over 20 years. There is a separate charter in each of the eight states they operate. Their customers are of all sizes.
• There is no specific business focus on commercial banking.
• The company has good credit quality but inconsistent credit underwriting skills.
• Client’s account officers not actively calling on prospects.
• Client not able to attract and retain the best account officers.
• Friction is growing between the account officers, product units, and credit administration.
• Rapid growth and lack of business focus and segmentation in commercial banking have contributed to many commercial banking problems.
• Cost and credit controls have tightened while the client has actively acquired new banks, thereby complicating the commercial banking process.
• Commercial bank is not providing a high quality of service to customers due to three major problems: turnaround time, approval by committee, and errors.