ING’s Global Front-to-Back Office Transformation with Pega ...€¦ · ING’s Global...
Transcript of ING’s Global Front-to-Back Office Transformation with Pega ...€¦ · ING’s Global...
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Harry van de Witte and Saurabh Joshi
ING’s Global Front-to-Back
Office Transformation with
Pega KYC and Pega CLM
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CEO Ralph Hamers:
“ING wants to be a tech
company with a banking license.”
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Tribe
Squad Squad Squad Squad Squad
Chapter
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2004 2018
2 releases per year 2 releases per month
Business, IT-DEV, IT-OPS separate BizDevOps Teams
Managers and project managers in
the leadAutonomous Squads
Less management
Testers, designers, developers,
OPS engineers
Product managers, marketing managers,
formule managers, functional maintenance
T Shaped IT engineers
Customer Journey Experts
VERSUS
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Trend Towards Open Source
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• What is it?
• Vendor software?
• Licenses?
• Are you kidding me?
• Why?
Pega…?
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Tool selection
1. Global Standard for Know Your Customer
2. Global standard for WFM /
CaseManagement
Choice based on:
• Capabilities OOTB
• Layer cake / reuse
• Applications
• Integration
• Open standards
• Success in ING NLPega
Pega Selected
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2014
‘Reactive’
2015
‘Sufficient’
2018
‘A step ahead’
• Unable to react appropriately
• Pressure from regulators
• GAPS closed just in time
• Temporary not sustainable processes
• Resource intensive
• Crappy tooling
• Convenient customer experience
• Implement changes in time
• Efficient & sustainable KYC capabilities
Know Your Customer Challenges
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June
2016
Oct
2016
April
2017
May
2017June
2017
Oct
2017
Feb
2018
Sep
2018
Inception Week Private Banking
Kick off Squad (9 FTE)
Private Banking Live
Start 3 New Teams
New FEC Legislation + Mass Live
FEC Small Businesses Live
Remediation & Event Handling Live
Small Businesses Onboarding LiveStart up KYC Global
Jan
2018
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Know Your Customer –
Customer Due Diligence Case
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Know Your Customer –
Customer Due Diligence Case
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• Private banking / small medium enterprises / mass segment
• 10 services
• 25.000+ cases
• 250+ active users
• Pega 7.2 + KYC 7.2.2
• Ootb rules re-use 80-20
• Configuration for KYC Types and approval processes
Know Your Customer –
CDD & Alert Handling
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MAGIC HOUDINI
B.V
MRS. HOUDINI
HOUDINI PENSION
INVESTMENTSMAGIC
HOUDINI B.V
MRS.HOUDINI
HOUDINI PENSION
INVESTMENTS
MR. HOUDINI
MR. HOUDINI
Cluster Cases
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Cluster Cases
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Work Management
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Know Your Customer – KYC Types
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• Implementation for Mass/SME segment
• Listener to process xml data load and create cases
• Most cases are STP
• Around 70.000 cases in production
Know Your Customer – Remediation
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Pega Platform
Pega APP: FSIF, KYC and CLM
ING APP: CLMAPP
ING App: CLM
ING + ING DB Layer
ING CIM Integration Layer
ING APP:
KYC
ING App: KYC, AHH
ING APP:
AHH
ING Pega Hotel
Pega
Layer Cake
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Give / receive
information
Waiting
Visit
ING Branch
Customer pains
22 fields+ ID
+ KVK Nr
Branch of choice or
online
No reject3
KYC Signatoryapproval
KYC CAMprint mail
for Zapping
1-2 workday+ 2 days
activation
Reject 1% of total
4,6% of non-Jive
Customer receives
pickup request log in code
Customer gets log in code
Branch near business address
60,600
15,85015,850
61,500
2,2102,9405,9005,9005,900
20,300
65,100
Form is filled in at
ING Branch(~10 FTE)
Form is processed at ING Zapping
(16 FTE)
Customer can fully bank at
ING
Read mail from ING
0-1 workdays
Read mail from ING
1 workday
KYC CAMScan docs for
KYC MKB(LWD)
1-2 workdays to send to
HLW
KYC minimalreview(HLW)
0-1 workdays1
~5% reject is handled by
Zapping4
Moment of
rejection
KYC MKB On- boarding
review
questions+ docs
via e-mail
~ 3-4 weeks
In this step: ~50% quits2
KYC minimalmake work
item for KYC MKB (HLW) 68% FTR
received
0workdays
71%
75% 29% ~50%
31% 2%
1 workday
25% rejects
Jive 69%
Waiting Times for Customer
LateRejections
Handovers
Many Systems
Duplicate Data Entry
IncompliantCustomers
Onboarding Current Process
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• Compliant
• Consistent process
• Easy to use
• Changeability
• Better onboarding customer experience
• One integrated CLM/KYC solution
Benefits Program
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• OOTB customer journeys
• KYC types logic
• OOTB Data model
• Score cards
• Customer Master Profile
• OOTB functions
Benefits CLM / KYC Applications
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Customer Master Profile
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Lessons
Learned
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• 4 teams working on 1 application
• Automated testing is key
• DevOps / continuous integration mindset
• Discussions LSA’s
• Stakeholder management end users
• Stability Pega shared infrastructure
Lessons Learned
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• Know Your Customer for remaining user groups
• Improve efficiency
• Straight through
• Customer Self service
• Integrate with Datalake
• Integrate Netherlands and Belgium
Roadmap
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Reinventing Ourselves in Every Market is
No Longer an Option…
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The ING of Tomorrow Has One Experience
Built on One Global Foundation
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• Requirements sessions
• Minimum viable products for:
1. Private banking in Luxembourg
2. Small businesses in Poland
3. Mass customers in Spain
• Share knowledge / reuse from NL
KYC Global
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42
Questions?
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Backup slides
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44
INGKYC
Customer Due Diligence Customer Activity
Monitoring
Systematic Integrity Risk Assessment (SIRA)
Custo
mer
Beha
vio
r &
Data
Monitori
ng
CD
D I
de
ntification &
Veri
fication
Custo
mer
Assessm
en
t
Generic
Auditin
g
Tra
inin
g &
Com
munic
atio
n
Repo
rtin
g &
MI
Customer
Administration
Digital
ArchiveS
mart
CD
D J
ourn
ey
Orc
hestr
ato
r
Additio
nal A
naly
tics
Datalake & Analytics
Data &
Intelligence
Tri
gg
ers
Onboarding
Periodic
Other Events
Post T
ransactio
n
Monitori
ng
Remediation
Inte
gra
l C
DD
Ris
k P
rolie
Mgt.
FEC
CRS
FATCA
ESR
Our KYC End State
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• Business Lending
• Personal Loans
• Know Your Customer
• Mortgages
• Fraud
• Onboarding
• Account Opening
• Payment Investigation (Smart Investigate)
• Customer Decision Hub (Sales Offers Belgium)
Pega Use Cases in ING
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Continuous Delivery as a Service
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Customer i.e Organisation
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