HCL won the award for 'Market Facing Innovation' at the NASSCOM Innovation Awards 2012
HCL was felicitated with the prestigious 'National Best of All Awards' on Economics of Quality at the QCI-DL Shah National Awards 2011
2012
TM HCL has been ranked in the 'Leaders Category' of IAOP's 2012 Global Outsourcing 100 Service Providers List
Global Services Media 2012 has named HCL a leader among Industry-specific, Niche BPO Vendors. HCL also named as a Leader in Specialty KPO and as a leading mid-tier FAO provider.
HCL Retail Banking
Shared Services
The banking industry is facing complex and dynamic challenges. The industry is aware of the need to implement change in
order to adapt to this era of declining revenue and lobby traffic. Nevertheless, only a few banks have understood that they have
to go beyond 'cosmetic' changes, such as redesigning the interior of their branches, and build efficiencies to deliver better
customer experience.
HCL believes that only a long-term transformation strategy will lay the groundwork for the future and drive excellence while
controlling costs, maximizing capacity and scalability. The transformation strategy will involve investments in core strengths
focusing on an area of expertise within product innovation, distribution and employing retail shared services as a utility model
to optimize operations.
HCL' s Retail Shared Services Utility model delivers common functions across Savings / Deposit, Cards & Retail Wealth
Management product lines in retail banking like mailroom operations, application processing, customer on boarding,
document management, account maintenance, customer service and default management services on a utility based model.
Customer Service
Collections & Recoveries KYC/ AML
Analytics & Business
Intelligence Reconcilliations
HCL BPO OPERATIONS
Credit Cards
Savings & Term Deposits Retail Wealth Management
Leveraging common HCL BPM Solutions (HCL TOSCANA/ HCL COBS) in the Utility Model
Retail Bank
HCL Retail Banking Utility Model
HCL Retail Shared Services
HCL's Retail Shared Services Utility model optimizes common processes and consolidates People, Process and
Infrastructure across retail banking product lines of Savings / Deposit, Cards & Retail Wealth Management to
deliver maximum cost benefits and operational efficiencies.
Credit Cards
Transaction Accounts
Savings & Term Deposits
Retail WealthManagement
MailroomOperations
ApplicationProcessing
AccountOn-boarding
Account Maintainence
HCL Enterprise Platforms(In-house/ Partner Platforms)
HCL Retail Shared Services Utility Model
HCL possess in-depth experience in
providing end-to-end services across
retail banking product lines and in
performing complex activities like
Underwriting, Dispute Resolution and
Chargebacks for Cards and Lending
products. Furthermore, Centers of
Excellence (CoE) in niches such as
Recoveries, Collections, Compliance
and Analytics further augment this
experience.
HCL's proprietary workflow solutions 'HCL TOSCANA' and 'HCL COBS' provides an efficient and cost effective enterprise
wide workflow solution to automate various processes of a bank.
The specialized Business Process Management (BPM) and the Document Management System (DMS) in HCL TOSCANA
provides innumerable benefits to HCL clients. Some of them are:
�Lower costs of operation
�High levels of customer service
�Possibilities of outsourcing low value processes
�Better & seamless statutory regulations compliance
�Leveraging client's legacy IT infrastructure
�Increase in process execution speed, productivity & better SLA compliance
�Increase in process visibility, accountability & performance tracking across Departments, Divisions & Partners
HCL TOSCANA and HCL COBS – HCL's Proprietary BPMS Solutions for Retail Banking Utility Model
KYC/ Anti-Money Laundering
Collections & Recoveries
Risk & Compliance
Customer Relationship Management
Knowledge Management
Data Remediation Services
Retail Banking Business Services
�Client / Account Acquisition�Account Opening�Document Processing�Account Maintenance
�Account Acquisition�Credit Appraisal�Customer Fulfillment�Application Processing
�Client On-boarding�Account Maintenance�Contribution�Withdrawals/Redemption
�Transaction Processing�Customer Service�Business Support
�Customer Services�Recovery Management�Charge backs and Settlements�Dispute Management
�Transfers IN/OUT�Rollovers/Switch�Reconcilliations�Settlement
CASA / Deposits
Cards
Retail Wealth Management
Value Added/ Shared Services
Segments
Area of Engagement: Fulfillment and servicing processes for the Savings/Deposits and Credit Cards products
Business Benefit:�40% cost reduction on lifecycle management
through innovative workflow driven multi-location delivery model
�Improved transactions handling capacity to over 10 m transactions p.a.
�Enabled client to rapidly launch new products �Reduced processing time & improved end
customer satisfaction �Expanded business scope by successfully
deploying HCL TOSCANA - BPMS solution and consistent delivery of end-to-end Savings / Deposits and Cards fulfillment functions has led to expansion of business scope across Mortgages and Current Accounts
HCL TOSCANA BPM Solution deployment integrates front office and back office operations and provides real time visibility across the operations to a leading European bank.
Client: A large bank in Ireland providing Deposits, Lending, Current A/Cs, Mortgage, and Credit Card & Private Banking services for over thirty years.
Seamless Delivery Through Platform
Dublin Fullfilmet Center - Ireland
Onshore Processing Center - UK
Customer�Post Office�Online �Direct Post�Contact Center
�Scanning�Cheque Processing�Cheque Lodgement�Gone Aways�Outbound Correspondence�Archieve Documents
Centre Of ExcellenceChennai & NoidaCOE 1�Cheque & Payment
Processing�Cheque Lodgement
COE 2 Sales�Account Opening�ROF & AML�Activation
COE 3�Maturities�General�R85�Notice Request�Signature MandateContact Center - NI
�Inbound / Outbound Calls�Create handoff tasks
BANK
�Deep domain expertise in retail banking product lines
�Platform agnostic BPM solutions for Retail Banking – ability to integrate and leverage client's existing IT systems/platform.
�HCL TOSCANA – BPM solution for end-to-end core banking & cards fulfillment functions
�HCL COBS for retail wealth management customer onboarding
�Enterprise wide platforms – Strategic partnership with Finzsoft to offer Sovereign – enterprise platform based BPO solution for Core Banking and Cards processing
�Platform based solutions for KYC / AML, Receivables Management and Banking Analytics
�Integrated Global Delivery Model - Location independent processing due to integration of people (skilled resources), process and technology (workflow / BPMS solution)
�Multi-channel operations support - Web, Email, Voice (Inbound and Outbound), Chat
�Dedicated Governance, Risk, Compliance CoE to meet & reduce the impact of regulatory changes on business operation
�Customized deal structuring and flexible pricing models enables speed of execution at a low investment point
�Capex to Opex cost structure for technology platform & enablers
�Operational Efficiencies & Productivity Improvements
�Process Standardization & Real time visibility of operations
HCL Business Services - Retail Banking Utility Model – Key Differentiators
HCL Retail Shared Services Utility Model-Key Engagement Snapshot
�HCL is currently handling end-to-end fulfillment functions for Savings, Deposits and Credit Cards for one of the leading
European banks. The client has been able to realize up to 40% cost reduction through innovative workflow and multi-
location delivery model driven by HCL TOSCANA.
�HCL handles Customer Support and Collections for a Fortune 500 Premier US Retailer offering Private Label Store
Card & Credit Card. The retailer has realized annual cost savings of USD 5 million across all processes. HCL through
sustained efficiency enhancements has delivered 25% cost reduction for email processing.