Retail Banking Operations Centralisation Strategy<br />
<ul><li>Capacity Planning
Organisation Structure
Processing Location
Sourcing
Operational Control
Performance Measurement
Co-ordinate
Integrated Service Delivery
Process Engineering
Project Management
Quality</li></ul>Elements of Operations Strategy<br />
Essential Derivatives of Centralisation<br />Standardised Processes<br />Productivity<br />Risk Mitigation<br />Service Qu...
Imperatives of Centralisation<br /><ul><li>Process Standardisation
Documented SOPs with change management protocol
Common service experience across network
Segmented delivery standards
Reliability & Consistency in service delivery
Upcoming SlideShare
Loading in...5
×

Retail Banking Operations Centralisation

8,039

Published on

Retail Banking - Operations Centralisation Strategy

Published in: Business, Technology
2 Comments
19 Likes
Statistics
Notes
  • Great piece, every operations -oriented person must read this overview.



    Very insightful.
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • excellent overview on key aspects for retail banking centralistion. sequences well covered and critical aspect spelt out.
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
No Downloads
Views
Total Views
8,039
On Slideshare
0
From Embeds
0
Number of Embeds
3
Actions
Shares
0
Downloads
0
Comments
2
Likes
19
Embeds 0
No embeds

No notes for slide

Transcript of "Retail Banking Operations Centralisation"

  1. 1. Retail Banking Operations Centralisation Strategy<br />
  2. 2. <ul><li>Capacity Planning
  3. 3. Organisation Structure
  4. 4. Processing Location
  5. 5. Sourcing
  6. 6. Operational Control
  7. 7. Performance Measurement
  8. 8. Co-ordinate
  9. 9. Integrated Service Delivery
  10. 10. Process Engineering
  11. 11. Project Management
  12. 12. Quality</li></ul>Elements of Operations Strategy<br />
  13. 13. Essential Derivatives of Centralisation<br />Standardised Processes<br />Productivity<br />Risk Mitigation<br />Service Quality Enhancement<br />Frontline Focus<br />Integrated Supply Chain<br />Cost Optimisation<br />Outsourcing Capability<br />
  14. 14. Imperatives of Centralisation<br /><ul><li>Process Standardisation
  15. 15. Documented SOPs with change management protocol
  16. 16. Common service experience across network
  17. 17. Segmented delivery standards
  18. 18. Reliability & Consistency in service delivery
  19. 19. Scalability in volume processing</li></ul>Standardised Processes<br />Productivity<br />Risk Mitigation<br />Service Quality Enhancement<br />Frontline Focus<br />Integrated Supply Chain<br />Cost Optimisation<br />Outsourcing Capability<br />
  20. 20. Imperatives of Centralisation<br /><ul><li>Productivity enhancement
  21. 21. Do more with less
  22. 22. Engineered processes
  23. 23. Waste elimination
  24. 24. Eliminate non value-add activities / steps
  25. 25. Metrics driven performance management
  26. 26. Reduced organisational span of control
  27. 27. Capacity planning and utilisation</li></ul>Standardised Processes<br />Productivity<br />Risk Mitigation<br />Service Quality Enhancement<br />Frontline Focus<br />Integrated Supply Chain<br />Cost Optimisation<br />Outsourcing Capability<br />
  28. 28. Imperatives of Centralisation<br /><ul><li>Operational Control
  29. 29. KRIs at process hand-offs
  30. 30. Centralised OCRM
  31. 31. Integrate into Bank ORM strategy
  32. 32. Enhancedgovernance oversight
  33. 33. Consolidated Business Continuity Plan
  34. 34. E2E Process change management</li></ul>Standardised Processes<br />Productivity<br />Risk Mitigation<br />Service Quality Enhancement<br />Frontline Focus<br />Integrated Supply Chain<br />Cost Optimisation<br />Outsourcing Capability<br />
  35. 35. Imperatives of Centralisation<br /><ul><li>Service Quality
  36. 36. Establish & measure Key Service Indicators
  37. 37. Speedy complaint resolution
  38. 38. Efficient complaint capture process
  39. 39. Critical mass allows specialised training
  40. 40. Service guarantee capabilities across all segments</li></ul>Standardised Processes<br />Productivity<br />Risk Mitigation<br />Service Quality Enhancement<br />Frontline Focus<br />Integrated Supply Chain<br />Cost Optimisation<br />Outsourcing Capability<br />
  41. 41. Imperatives of Centralisation<br /><ul><li>Business Development Support
  42. 42. Branch focus on service & cross-sell
  43. 43. Speedier network expansion (branch setup)
  44. 44. Smoother product development and launch
  45. 45. Efficient systems UAT
  46. 46. Project prioritisation based on holistic view</li></ul>Standardised Processes<br />Productivity<br />Risk Mitigation<br />Service Quality Enhancement<br />Frontline Focus<br />Integrated Supply Chain<br />Cost Optimisation<br />Outsourcing Capability<br />
  47. 47. Imperatives of Centralisation<br /><ul><li>Integrated Product / Service Delivery Chain
  48. 48. Consolidated vendor management
  49. 49. Business partnerships with LOB
  50. 50. Alignment of production & sales centres
  51. 51. Transparency in product and service costs
  52. 52. Operations-driven product bundle offerings</li></ul>Standardised Processes<br />Productivity<br />Risk Mitigation<br />Service Quality Enhancement<br />Frontline Focus<br />Integrated Supply Chain<br />Cost Optimisation<br />Outsourcing Capability<br />
  53. 53. Imperatives of Centralisation<br /><ul><li>Improved Efficiency Ratio
  54. 54. Lower OpEx
  55. 55. Reduction in processing FTE
  56. 56. Fewer hand-offs & lower re-work levels
  57. 57. Economies of scale
  58. 58. Shared services
  59. 59. Network (branch) efficiencies
  60. 60. Reduced operational losses</li></ul>Standardised Processes<br />Productivity<br />Risk Mitigation<br />Service Quality Enhancement<br />Frontline Focus<br />Integrated Supply Chain<br />Cost Optimisation<br />Outsourcing Capability<br />
  61. 61. Imperatives of Centralisation<br /><ul><li>Outsourcing Readiness
  62. 62. Create universal “plug and play” infrastructure
  63. 63. Identify “true” savings of BPO option
  64. 64. Recognise risk-points in outsourcing model
  65. 65. Benchmarking standards for SLA with BPO
  66. 66. Potential in-sourcing capability</li></ul>Standardised Processes<br />Productivity<br />Risk Mitigation<br />Service Quality Enhancement<br />Frontline Focus<br />Integrated Supply Chain<br />Cost Optimisation<br />Outsourcing Capability<br />
  67. 67. Centralisation: Synergies from Consolidation<br />Centralised Operations<br />Processing<br />Quality<br />Control<br /><ul><li>Liabilities Account Opening
  68. 68. CASA & Term
  69. 69. Assets Account Setup
  70. 70. Loans
  71. 71. Cards
  72. 72. Credit Lines
  73. 73. Accounts Maintenance
  74. 74. Credit Administration
  75. 75. Funds Movement
  76. 76. EFT
  77. 77. Clearing
  78. 78. Collections
  79. 79. Account Transfers
  80. 80. Operating Policies & Standardised Procedures
  81. 81. Operational Risk Management
  82. 82. Operational Control
  83. 83. Key Risk Indicators
  84. 84. Branch Control
  85. 85. CentOps Control
  86. 86. Pre- and post-audit remediation
  87. 87. Reconciliations
  88. 88. Business Continuity Management
  89. 89. Executive Management Information
  90. 90. Operational Excellence
  91. 91. Capacity & Structural Design
  92. 92. Productivity
  93. 93. Unit-based Costing
  94. 94. Project Management
  95. 95. Project Prioritisation
  96. 96. Business Partnerships
  97. 97. UAT (pan-bank)
  98. 98. Service Quality
  99. 99. Complaint Resolution
  100. 100. Root-cause Analysis
  101. 101. Service Orientation
  102. 102. Service Guarantee
  103. 103. SLA & TAT</li></li></ul><li>Retail Bank Volumes<br />
  104. 104. Retail Bank Volumes<br />“Every transaction is an opportunity to delight<br />or a chance to disappoint;<br />and thus to expand or extinguish trust.”<br />
  105. 105. Centralisation: Synergies from Consolidation<br />Centralised Operations<br />Processing<br />Quality<br />Control<br /><ul><li>Liabilities Account Opening
  106. 106. CASA & Term
  107. 107. Assets Account Setup
  108. 108. Loans
  109. 109. Cards
  110. 110. Credit Lines
  111. 111. Accounts Maintenance
  112. 112. Credit Administration
  113. 113. Funds Movement
  114. 114. EFT
  115. 115. Clearing
  116. 116. Collections
  117. 117. Account Transfers
  118. 118. Operating Policies & Standardised Procedures
  119. 119. Operational Risk Management
  120. 120. Operational Control
  121. 121. Key Risk Indicators
  122. 122. Branch Control
  123. 123. CentOps Control
  124. 124. Pre- and post-audit remediation
  125. 125. Reconciliations
  126. 126. Business Continuity Management
  127. 127. Executive Management Information
  128. 128. Operational Excellence
  129. 129. Capacity & Structural Design
  130. 130. Productivity
  131. 131. Unit-based Costing
  132. 132. Project Management
  133. 133. Project Prioritisation
  134. 134. Business Partnerships
  135. 135. UAT (pan-bank)
  136. 136. Service Quality
  137. 137. Complaint Resolution
  138. 138. Root-cause Analysis
  139. 139. Service Orientation
  140. 140. Service Guarantee
  141. 141. SLA & TAT</li></li></ul><li>Phases of Centralisation<br />
  142. 142. Centralisation Timeline<br />Wave II<br />Wave III<br />
  143. 143. Thank you<br />rajeevderoy@gmail.com<br />

×