Sreeram Iyer

COO, International and Institutional Banking and Asia Retail Banking, ANZ Bank

Improving the Customer Experience and Operational Excellence through

Robotic Process Automation

Overview

2

The Financial Services Landscape and Impact Of Robotics 1

The ANZ Experience 2

Lessons Learned and Implications For Building a RPA Roadmap 3

Where To From Here? 4

The Financial Services Landscape and Impact of Robotics

3

The Financial Services Landscape and Impact of Robotics

4

5

Artificial Intelligence

RPA is Just One of Many Digital Trends Impacting Financial Services

Robotic Process Automation

RPA Predictions

The global IT robotic automation market is expected to reach $6.8b by 2020. Mindfields study

Robotics is one of six Innovation Accelerators that will drive digital transformation by opening new revenue streams and changing the way work is performed. International Data Corporation, Feb’16

The World Economic Forum estimates that ~7 million jobs may be lost by 2020, driven in part by robotic automation (~9%). Future Jobs Report, Jan’16

Current robotics adoption in Finance is 4% with future adoption in the next 5 years estimated at 18%. PwC, 2015

While automation will eliminate few occupations entirely in the next decade, it will affect portions of all jobs. McKinsey Quarterly Jul’16

The financial sector has the technical potential to automate up to 43% of workers time McKinsey ‘15

6

The ANZ Experience

7

Why Robotics?

8

RPA for Corporate and Institutional Operations

9

40% of all transactions in all processes use robotics 40%

We are now building ~50 robots every month 50

80% of team leaders have at least one robot operating in their areas 80%

Example RPA Implementations

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Data Migration • Robotics used to transfer data from application to application reducing manual processing

Trade and Supply Chain Swift Messages • Standard routing rules created with the tool running 24x7 routing messages immediately to designated

queues as per the routing logic with 100% accuracy without any manual intervention

Australia Audits – Audit Certificate Request Automation • Mechanized 80% of the tasks • From 13 to 8 days to complete an audit certificate • Removed the need for utilisation of contract staff to manage the season

Merchants - Fast Pay • Automation of Merchants Letter of offer process, resulting in 100% accuracy

Tracers Function • Robotics now used to investigate customer transactions by checking data in core banking systems and

preparing letters/faxes

Reconciliations • The manual inputs for major accounts have been automated resulting 100% accuracy

Various Retail Processes • Internet banking issuance enabling the customer to receive tokens faster • Automating account opening/closing for same day processing • Automating loan creation/drawdowns, enabling customers to obtain loans faster than ever before • Automation of customer notifications, sms file generation of cards, loans, morgages etc improving TAT

Benefits We Have Seen……

As software robots handle the more repetitive, tedious jobs in a business, employees can participate in more value added activities that involve personal interaction, problem solving and decision making

Process

People

Engaged Employees Empowered Employees

Boost Morale

Tapping Human Skill

Work Life Balance

Happy Employees

Reduction of Overtime

Consistent Service Quality Speed

Consistency

Faster Response

Accuracy

Non Tiring

Expectation

Customer

Non Intrusive

Non Personal

System Load

Low Cost

Scalable 11

Streamlined Process Efficient Process Scalable Process

Process

Lessons Learned

12

Keep it from happening

Let it happen

Help it happen

Make it happen

Lessons Learned

13

Robots and staff want clean data

Role of robot design needs to

be clear

Automating end to end isn’t

always possible

Creating multiple “bots” is better than a single

robot

Automate rules Digitise data inputs

Top down and bottom up approaches

Engage IT early

RPA just one tool for improvement

Ensure risk is managed

Where To From Here?

Is RPA just another TLA?

Future Workforce Impacts

15

REALITY

MYTH