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Redesigning Business Processes: Centralised Operations
 

Redesigning Business Processes: Centralised Operations

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Redesigning Business Processes: Centralised Operations

Redesigning Business Processes: Centralised Operations
3rd Shared services Conclave 2013

Vandana S Jogani
General Manager,
ICICI Bank Ltd.

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    Redesigning Business Processes: Centralised Operations Redesigning Business Processes: Centralised Operations Presentation Transcript

    • Redesigning Business Processes: Centralised Operations October 25, 2013
    • Today’s customer demands choice… Yesterday Today From landline to jazzy mobile handsets… Multiple options From a single TV channel to multiplicity of options… From “only black” model T to cars of all colors and styles… 2 Multiple choices
    • International Operations India Operations Our structure to deliver choice… Immediate delivery Local Branches Delivery that can wait Delivery that can wait Local Branches Immediate delivery Choice = Cost 3 Centralised Operations at Mumbai & Hyderabad k h a y a al a a p k a
    • 4S of Centralised Delivery Ena bling e nviro nm e nt Regulatory 4S of Centralised Delivery Multiskilling Scale Standardised Experience Centralised Operations Segmentation Standardised Process Business Continuity Security & Compliance Technology 4 Workload Balancing
    • Structure of Corporate & International Operations Corporate & International Operations Trade Operations Trade Services Securities Marketing Services 5 Corporate Operations International Operations Cash Management Services Retail Remittances Corporate Loans & Advances Retail Account Opening Corporate Deposits Trade Services Corporate Internet Banking Corporate Deposits & Loans
    • W orkflow of Trade Services Customer Request Electronic images & data Bra nc h O ffic e Electronic images & data Scale Scrutiny Standardised Process Ce ntra l O ffic e Standardised Experience Maker Checker Security & Compliance 6
    • Centralised Delivery in Trade Services Ena bling e nviro nm e nt 4S of Centralised Delivery System based workflow with audit trail Scale Multiskilling • 1 million transactions handled in FY 13 Standardised Experience & Process • Activity & Productwise Multiskilling Centralised Operations • Transactions processed within 2 to 4 hours • Processing at Mumbai & Hyderabad • Name screening • Contingent liabilities 7 • Priority servicing to Key clients Business Continuity Security & Compliance • UCP/URDG guidelines Segmentation Image based processing
    • Structure of Corporate & International Operations Corporate & International Operations Trade Operations Trade Services Securities Marketing Services 8 Corporate Operations International Operations Cash Management Services Retail Remittances Corporate Loans & Advances Retail Account Opening Corporate Deposits Trade Services Corporate Internet Banking Corporate Deposits & Loans
    • W orkflow of Cash Management Services Vendors Collections Cheque DD Suppliers CMS Hub Aggregation Accounting/ Reconciliation MIS Cash Query Handling Corporate 9 Agents Payments Cheque/DD Funds Transfer/ RTGS/NEFT/ NECS/ECS Standing Instructions
    • Centralised Delivery in CMS Ena bling e nviro nm e nt 4S of Centralised Delivery System based workflow with audit trail Scale • 5.7 million transactions handled in FY 13 Standardised Experience & Process • Aggregation of collections; single credit Segmentation • Monitoring special/holiday pickups Centralised Operations • Single platform for all customer payments Business Continuity • Derisking with multiple vendors Security & Compliance • Better control and monitoring of vendor performance 10 • One stop shop for query resolution System based query resolution
    • Our drive towards centralisation – the journey continues… CTS grid clearing Digitisation through electronic dataflow Aadhar NACH Enablers International Payment Protocol Cash pickup automations SFMS Implementation 11
    • Thank You 12