Redesigning Business Processes: Centralised Operations
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Redesigning Business Processes: Centralised Operations October 25, 2013
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Redesigning Business Processes: Centralised Operations 3rd Shared services Conclave 2013 Vandana S Jogani General Manager, ICICI Bank Ltd.
Transcript of Redesigning Business Processes: Centralised Operations
Redesigning Business Processes: Centralised Operations
October 25, 2013
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Today’s customer demands choice…
Multiple choices
Multiple options
From landline to jazzy mobile handsets…
From a single TV channel to multiplicity of options…
From “only black” model T to cars of all colors and styles…
Yesterday Today
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Our structure to deliver choice…In
dia
Op
era
tion
sIn
tern
ati
on
al
Opera
tions
Immediate delivery
Delivery that can
wait
Local Branches
Local Branches
khayaal
aapka
Choice = Cost
Immediate delivery
Delivery that can
wait
Centralised Operations at
Mumbai & Hyderabad
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4S of Centralised Delivery
Technology
RegulatoryEnabling environment
Centralised
Operations
Scale
Security & Compliance
Standardised
Experience
Standardised Process
4S of Centralised Delivery
Multiskilling
Business Continuity
Workload Balancing
Segmentation
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Structure of Corporate & International Operations
Trade Operations
Corporate Operations
Trade Services
Cash Management
Services
Corporate Loans & Advances
Corporate DepositsSecurities
Marketing Services Corporate
Internet Banking
Corporate & International Operations
International Operations
Retail Remittances
Retail Account Opening
Trade Services
Corporate Deposits & Loans
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Workflow of Trade ServicesCustomer Request
Scrutiny
Security & Compliance
Scale
Standardised Experience
Standardised Process
Electronic images & data
Electronic images & dataBranch
Office
Central Office
Maker
Checker
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Centralised Delivery in Trade Services
System based workflow with audit
trail Enabling environment
Centralised
Operations
Scale
Security & Compliance
Standardised Experience &
Process
4S of Centralised Delivery
Multiskilling
Business Continuity
Segmentation
• 1 million transactions handled in FY 13
• Transactions processed within 2 to 4 hours
Image based processing
• Name screening
• UCP/URDG guidelines
• Contingent liabilities
• Activity & Productwise Multiskilling
• Processing at Mumbai & Hyderabad
• Priority servicing to Key clients
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Structure of Corporate & International Operations
Trade Operations
Corporate Operations
Trade Services
Cash Management
Services
Corporate Loans & Advances
Corporate DepositsSecurities
Marketing Services Corporate
Internet Banking
Corporate & International Operations
International Operations
Retail Remittances
Retail Account Opening
Trade Services
Corporate Deposits & Loans
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Workflow of Cash Management Services
Vendors Suppliers Agents
Corporate
Collections
Cheque
DD
Cash
Payments
Cheque/DD
Funds Transfer/
RTGS/NEFT/NECS/ECS
Standing Instructions
Aggregation
Accounting/Reconciliation
MIS
Query Handling
CMS Hub
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Centralised Delivery in CMSSystem based
workflow with audit trail
Enabling environment
Centralised
Operations
Scale
Security & Compliance
Standardised Experience &
Process
4S of Centralised Delivery
Business Continuity
Segmentation• 5.7 million transactions handled in FY 13
• Aggregation of collections; single credit
• Single platform for all customer payments
System based query resolution
• Better control and monitoring of vendor performance
• Monitoring special/holiday pickups
• One stop shop for query resolution
• Derisking with multiple vendors
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Our drive towards centralisation – the journey continues…
Enablers
CTS grid clearing
Aadhar NACH
SFMS Implementation
Digitisation through
electronic dataflow
International Payment Protocol
Cash pickup automations
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Thank You
