Business problem:
- The Mandate was to undertake transformation exercise to enhance efficiency and effectiveness of the organization by doing BPR, Capacity Planning, system evaluation and implementation in the vertical of corporate institution & investment Banking for the business of Trade Finance, Capital Markets, Business & Credit, Financial Institutions group, Cash Management services and current account
- Design Target Operating Model, Design workflow structure including the technical architecture and identify Non-Value-Added activities and documentation of 300+ processes, SOP, process maps etc.
Key Outcome and benefits:
- 300+ Detailed process mapping & process documentation, preparing detailed manuals of products and processes for Trade Finance, Capital Markets, Business & Credit, Financial Institutions group, Cash Management services and current account
- Redesigning the onboarding process for current account by eliminating multiple inward channels to a single window clearance, proposing for green channel process to expedite account opening process
- Redesigning onboarding process for financial institution group by creating separate service teams for onshore & offshore clients leading to seamless onboarding process & faster query resolution
- Redesigning client acquisition process by getting them to use CRM tool Siebel for better lead tracking & management
- Designing a completely new structure for service solutions “SeSo” by consolidating all the service teams in corporate banking
- Redesigning the E2E credit process by eliminating usage of excel & using system like Siebel & JIRA to reduce TAT & improve FTR
- Implementing usage of CRM tool (Siebel) for better E2E tracking from lead generation to conversion
- Designing a coherent escalation matrix for CA process & Credit process and uploading the same in CRM
- Redefining service delivery TAT for all the units & benchmarking them to industry standards
- Establishing E2E measurement metrics for Credit process & CA onboarding process and consistently monitoring the same
