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Ursula Cottone - Citizens Bank
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Transcript of Ursula Cottone - Citizens Bank
Information Classification: CONFIDENTIAL
Ursula Cottone
June 2016
Technology Will Not Solve Data Issues -- People Will
2 Information Classification: CONFIDENTIAL
Our Vision
To deliver
the best possible
banking experience
Our Credo
We perform our best every day so we can do more for our:
CUSTOMERS | COLLEAGUES | COMMUNITIES | SHAREHOLDERS
We strive to always:
exceed customer expectations do the right thing think long term work
together
We are citizens helping citizens bank better.
3 Information Classification: CONFIDENTIAL
Dimension(2) Rank(3)
Assets - $135.4 billion #13
Loans - $97.4 billion #12
Deposits - $101.9 billion #12
Branches - ~1,200 #11
ATM network - ~3,200 #8
Lead/joint lead bookrunner
#8(4)
Student - $ 3.8 billion Top 4 rank
nationally(5)
Deposits - $101.9 billion Top 5 rank: 9/10 markets(1)
HELOC - $15.1 billion Top 5 rank: 8/9 markets(6)
Mortgage - $12.8 billion Top 5 rank:
2/9 markets(7)
Middle-market lending #5(8)
Nat
ion
al
In-F
oo
tpri
nt
Source: SNL Financial, unless otherwise noted. 1) Updated annually, as of 6/30/2015, excludes non-retail branches and banks with limited retail operations. 2) Data as of 9/30/2015, unless otherwise noted. 3) Ranking based on 9/30/2015 data, unless otherwise noted; excludes non-retail depository institutions, includes U.S. subsidiaries of foreign banks. 4) Thomson Reuters LPC, 3Q15 data based on number of deals for Overall Middle Market (defined as Borrower Revenues < $500MM and Deal Size < $500MM). 5) CFG estimate, based on published company reports, where available, private student loan origination data as of 12/31/2014. 6) According to Equifax; origination volume as of 6/30/2015. 7) According to Equifax; origination volume as of 3/31/2015. 8) Based on market penetration, according to Greenwich Associates 2Q15 rolling four-quarter data (Citizens – Footprint - $25-500MM).
Leading deposit market share of 10.7% in top 10 MSAs(1)
– #2 deposit market share in New England
Relatively diverse economies/affluent demographics
Serve 5 million+ individuals, institutions and companies
~17,800 colleagues
Retail presence in 11 states
Top 5 deposit market share in 9 of 10 largest MSAs(1)
Buffalo, NY: #5 Albany, NY: #2
Pittsburgh, PA: #2 Cleveland, OH: #3
Manchester, NH: #1
Boston, MA: #2
Rochester, NY: #4
Philadelphia, PA: #4
Detroit, MI: #8
Providence, RI: #1
3
Citizens Bank Franchise
4 Information Classification: CONFIDENTIAL
• Governance sets the right policy and procedures for
ensuring that things are done in a proper way.
• Management is all about doing things in the proper
way
• Governance is tied to the vision of an organization,
and the translation of the vision into policy
• Management is all about making decisions for
implementing the policies
Governance vs. Management
5 Information Classification: CONFIDENTIAL
6 Information Classification: CONFIDENTIAL
Vision
To actively manage data as an enterprise asset in a manner that enables Citizens Bank to
deliver the best possible banking experience.
Mission
Enable a data environment for our business partners that delivers fast access to high
quality data in order to instill confidence in our data assets and support data driven
decision making.
Values
Engage and collaborate to build adoption and business value
Structured, fact based decision-making
Evolve our data environment over time
Focus on continuous improvement
Engaged execution-focused colleagues
Business Outcomes
Simplify data
environment and
enable self
services
Ease of Access
Implement data
quality processes
to ‘certify’ data
Quality
Integrate data
and reuse
investments
across the
enterprise
Spend Smart
Provide access to
business and
technical
definitions and
lineage
Transparency
Ensure flexibility
to modify designs
and models with
changing business
conditions
Adaptable
Support
innovative uses of
internal and
external data
Innovation
Enterprise Data at Citizens Bank
7 Information Classification: CONFIDENTIAL
• Data as a “project”
• Data as “technology”
• Change management
• Enterprise view
Top Challenges
8 Information Classification: CONFIDENTIAL
9 Information Classification: CONFIDENTIAL
Engagement Model
Business
Unit / COO
/ Analytics
Leader
Technology
Data / CIO
Enterprise
Data / CDO
Business Responsibility • Create business strategy & plans
• Identify product/process needs
• Identify analytical/data needs
• Approve/Adopt solutions
• Follow data governance policies and
standards
• Provide resources to ensure data
ownership and alignment to processes
• Provide subject matter experts for
data/source systems
Technology
Responsibility • Establish data
frameworks/standards
• Propose/build solutions in
alignment with business
needs and enterprise data
strategy
• Partner with Enterprise Data
to ensure ease of access to
data
• Acquire and manage standard
data tools and associated
infrastructure
• Analyze and process
requirements against
roadmaps
Data/Analytical Needs
Enterprise Data
Responsibility • Create/communicate
enterprise data strategy &
roadmap
• Create and maintain data
governance policy and
standards
• Manage metadata, data
quality and master data
processes & approaches
• Analyze data needs and
resolve to sources/data
stores
• Propose data/analytical
solutions using standard
framework
Data/Analytical Solutions
10 Information Classification: CONFIDENTIAL
Data Management Data Trustees • Board members develop solutions, not
about “yes” or “no” but how to get things
resolved
• Responsible for providing the knowledge
and expertise (business requirements) to
build out the Citizens Bank data
infrastructure and capabilities
• Provide input into how the data
environment evolves to meet business
unit needs
• Understands how information is tied
together how the data interrelates to
form the big picture in order to enable
better decision making, drive process
efficiencies, grow revenues and lower
overall costs
Customer Stewards • Raise issues related to
our Customer Master Data
• Participate in MDM UAT
• Work with Business Unit
Data Trustees to identify,
escalate and implement
fixes (technology or
business process) for
issues impacting their
business unit or the
enterprise
Source Stewards • Raise issues related to source
system data issues (quality and
terminology/metadata)
• Participate in UAT for source
system related
implementations
• Work with Business Unit Data
Trustees to identify, escalate
and implement fixes
(technology or business
process) for issues within their
identified sources system
Data Stewardship Source Stewards & Customer Stewards
Data Trustee Board
Data PSC Program Steering
Committee Members
ExCo
Enterprise Data Management • Facilitates processes to ensure feedback is collected for informed
decision making
• Maintains enterprise data issue log for issues identified through these
processes
• Makes recommendations and final decision(s)
• Communicates final decisions to impacted stakeholders
PSC Members • Monthly meeting to inform decisions made
by the Data Trustee Board
• Ad hoc meetings to escalate issues when
the Data Trustee Board can not resolve
• Provides timely decisions and clarifies
business priorities and strategy
• Communicates business issues
• Provides resources
ExCo • Engaged, supportive with time and
resources and focused on
realization of benefits
11 Information Classification: CONFIDENTIAL
Data Governance
• Data Policy and Minimum
Requirements
• Data Governance Engagement Model
• Technology Services Leadership Team
meeting
• Data Portfolio/Project Alignment
Managers
Governing Our Environment
Data Management
• Provide transparency regarding the
quality of the data
• Share what data is available and
associated definitions
• Ensure users have easy access to
timely data they need to perform
their jobs
Program Governance
• Aligning build-out of Data Lake to business line prioritized projects
• Enterprise Data Project Control Committee (PCC)
• Enterprise Data Project Steering Committee (PSC)
• Architecture Review Board
• Technology Prioritization Committee
• Investment Board
12 Information Classification: CONFIDENTIAL