I have been asked if I know of any websites or sources of information regarding measurement performance indicators for various areas of banking. For example, in the retail area this might be the wait time for a customer at the teller line. In the finance department it might be how long accounts payable takes to pay invoices. Or, in customer service it might be how long a customer is placed on hold before the phone call is answered. We have some of this already, but are looking for broader information that would cover more areas of the bank.

Does anyone know of a place to start looking for this? Thanks!

There is actually a very expensive project going on in the banking world right now run by RMA, trying to establish key risk indicators (key performance indicators). The results are several years away. In the meantime, all you can do is decide what you are willing to accept. At what degree of non-conformance do you want management advised? These are hard decisions. How many complaints of cranky people can you tolerate? How many Reg Z violations can you tolerate? It is a combination of regulatory risk, customer service and reputation risk. I have worked at banks who basically turned off the phones when the rate of mortgage applications exceeded the ability to meet Reg B and Respa requirements (with a message we will be back to you in x days). I have also worked at banks related to non-bank mortgage lenders who just took the risk to keep the sales. Two different attitudes and risk appetites. I was more comfortable with the one who set the customer expectation after hiring every temp within 50 miles and pulling every other staff member into ap taking. I was not comfortable with the lender who threw caution to the wind and blew Early Tila and GFE dates (and decision dates) on thousands of applications. It is all the risk appetite of the organization (and your regulator)!

One place to start is at Financial Services and Banking Benchmarking Association

You might check out The Institute of Internal Auditor's GAIN network. I believe it provides benchmarking for internal audit departments. This may be too narrow for your needs, but could be of value to internal audit professionals.

Thanks everyone, this should give me a good starting point.

My experience is that for different companies, the measures you are looking at may vary and doing a generic search may not be as effective as you need. Without sounding too forward, I read this post and feel compelled to reply. I am a principal consultant with Triad (www.triadperform.com). Triad is a performance improvement firm working with clients in various industries (including banking) to help them achieve greater business impact from the performance of their people and teams. The important thing for you to keep in mind is how the performance that you are assessing really links in to (or impacts) your organization's bottom-line business goals. We have a proven methodology that we use with our clients to identify the critical tasks that link to and identify those performance measures that you refer to. I'd be happy to discuss this with you if it is of interest.

Your best resource is going to be your upstream correspondent bank as practically all the big banks have already gone through their staff and developed performance measurements that are important within each area. The best method that I've seen involves a similar set of area of performance, but each area is also weighted based on the perception of value that is attached to each area, for example, customer service is weighted very high for a teller, but lower for an accounting clerk - although 'internal customer service' may receive a high weight when an accounting clerk is evaluated.