HCL has won several awards recognizing its innovations and leadership in the IT and business process outsourcing industries. The document then discusses HCL's Retail Banking Utility Model, which optimizes common processes across retail banking product lines like savings accounts, credit cards, and wealth management to deliver cost efficiencies. It provides an overview of the services offered and highlights case studies where clients achieved up to 40% cost reductions through the model.

1. HCL won the award for 'Market Facing Innovation' at the
NASSCOMInnovationAwards 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 100ServiceProvidersList
Global Services Media 2012 has named HCL a leader among
Industry-specific, Niche BPO Vendors. HCL also named as a
Leader in Specialty KPOandas aleadingmid-tierFAO provider.
HCL
Retail Banking
Shared Services

2. 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 Wealth
Management
Mailroom
Operations
Application
Processing
Account
On-boarding
Account
Maintainence
HCL Enterprise Platforms
(In-house/ Partner Platforms)

3. 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 HCLclients. Some of them are:
ŸLower costs of operation
ŸHigh levels of customer service
ŸPossibilities of outsourcing low value processes
ŸBetter & seamless statutory regulations compliance
ŸLeveraging client's legacy ITinfrastructure
ŸIncrease in process execution speed, productivity & better SLAcompliance
ŸIncrease 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
ŸClient / Account Acquisition
ŸAccount Opening
ŸDocument Processing
ŸAccount Maintenance
ŸAccount Acquisition
ŸCredit Appraisal
ŸCustomer Fulfillment
ŸApplication Processing
ŸClient On-boarding
ŸAccount Maintenance
ŸContribution
ŸWithdrawals/Redemption
ŸTransaction Processing
ŸCustomer Service
ŸBusiness Support
ŸCustomer Services
ŸRecovery Management
ŸCharge backs and Settlements
ŸDispute Management
ŸTransfers IN/OUT
ŸRollovers/Switch
ŸReconcilliations
ŸSettlement
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:
Ÿ40% cost reduction on lifecycle management
through innovative workflow driven multi-
location delivery model
ŸImproved transactions handling capacity to
over 10 m transactions p.a.
ŸEnabled client to rapidly launch new products
ŸReduced processing time & improved end
customer satisfaction
ŸExpanded 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 CurrentAccounts
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
ŸPost Office
ŸOnline
ŸDirect Post
ŸContact Center
ŸScanning
ŸCheque Processing
ŸCheque Lodgement
ŸGone Aways
ŸOutbound Correspondence
ŸArchieve Documents
Centre Of Excellence
Chennai & Noida
COE 1
ŸCheque & Payment
Processing
ŸCheque Lodgement
COE 2 Sales
ŸAccount Opening
ŸROF & AML
ŸActivation
COE 3
ŸMaturities
ŸGeneral
ŸR85
ŸNotice Request
ŸSignature MandateContact Center - NI
ŸInbound / Outbound Calls
ŸCreate handoff tasks
BANK

4. ŸDeep domain expertise in retail banking product lines
ŸPlatform agnostic BPM solutions for Retail Banking – ability to integrate and leverage client's existing IT
systems/platform.
ŸHCLTOSCANA– BPM solution for end-to-end core banking & cards fulfillment functions
ŸHCLCOBS for retail wealth management customer onboarding
ŸEnterprise wide platforms – Strategic partnership with Finzsoft to offer Sovereign – enterprise platform based BPO
solution for Core Banking and Cards processing
ŸPlatform based solutions for KYC /AML, Receivables Management and BankingAnalytics
ŸIntegrated Global Delivery Model - Location independent processing due to integration of people (skilled
resources), process and technology (workflow / BPMS solution)
ŸMulti-channel operations support - Web, Email, Voice (Inbound and Outbound), Chat
ŸDedicated Governance, Risk, Compliance CoE to meet & reduce the impact of regulatory changes on business
operation
ŸCustomized deal structuring and flexible pricing models enables speed of execution at a low investment point
ŸCapex to Opex cost structure for technology platform & enablers
ŸOperational Efficiencies & Productivity Improvements
ŸProcess Standardization & Real time visibility of operations
HCL Business Services - Retail Banking Utility Model – Key Differentiators
HCLRetail Shared Services Utility Model-Key Engagement Snapshot
ŸHCLis 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 HCLTOSCANA.
ŸHCL 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.