Redesigning Business Processes: Centralised Operations By Vandana S Jogani General Manager ICICI Bank Ltd.

1. Redesigning Business
Processes: Centralised
Operations
October 25, 2013

2. 2
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

3. 3
Our structure to deliver choice…India
Operations
International
Operations
Immediate
delivery
Delivery
that can
wait
Local Branches
Local Branches
k
h
a
y
a
a
l
a
a
p
k
a
Choice = Cost
Immediate
delivery
Delivery
that can
wait
Centralised Operations
at Mumbai &
Hyderabad

4. 4
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

5. 5
Structure of Corporate & International Operations
Trade
Operations
Corporate
Operations
Trade Services
Cash Management
Services
Corporate Loans &
Advances
Corporate Deposits
Securities
Marketing
Services Corporate Internet
Banking
Corporate & International Operations
International
Operations
Retail Remittances
Retail Account
Opening
Trade Services
Corporate Deposits
& Loans

6. 6
Workflow of Trade Services
Customer Request
Scrutiny
Security &
Compliance
Scale
Standardised
Experience
Standardised
Process
Electronic
images &
data
Electronic
images &
dataBranch Office
Central Office
Maker
Checker

7. 7
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

8. 8
Structure of Corporate & International Operations
Trade
Operations
Corporate
Operations
Trade Services
Cash Management
Services
Corporate Loans &
Advances
Corporate Deposits
Securities
Marketing
Services Corporate Internet
Banking
Corporate & International Operations
International
Operations
Retail Remittances
Retail Account
Opening
Trade Services
Corporate Deposits
& Loans

9. 9
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

10. 10
Centralised Delivery in CMS
System 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

11. 11
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

12. 12
Thank You