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