CaixaBank outsourced business processes to HP BPO to lower costs and facilitate integration following acquisitions during Spain's banking crisis. HP centralized control of processes, standardized them, and created a real-time monitoring system. This allowed CaixaBank to cut costs 3% annually and reallocate staff to higher-value work, while maintaining Spanish jobs and capacity for growth. CaixaBank continues expanding its partnership with HP to potentially migrate branch operations and reinvent the bank's operations.
In late 2009 the banking crisis started to take hold across Europe, strangling growth and bringing many financial institutions to their knees. The effects have been long reaching and are still felt today.
The banking sector is still suffering a slump in countries across the continent, forcing many companies to cut costs and drive efficiencies throughout their operations in order to navigate the crisis. Branches are closing, smaller banks are being acquired and the government has had to step in and bail-out some of the worst hit.
In our latest case study, find out how CaixaBank, one of Spain’s leading banks, turned to HP Business Process Outsourcing (BPO) to help it centralise control, lower costs, quicken integration and weather the financial crisis.
Banco Sabadell is one of the European financial institutions leading the fight against the global economic slump. It’s the fourth largest banking group in Spain, with over 2,300 branches and more than 17,000 employees. It’s a company that has been evolving during the crisis, acquiring other companies and investing in growth, while other banks have been cutting services and closing branches.
Our latest case study shows how Banco Sabadell partnered with HP to help it standardise its infrastructure and advance branch technology.
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Our client, a Cypriot systemic bank, is facing financial challenges and is seeking to transform its business
model in order to improve profitability and secure their future growth and financial stability. As an
external consulting firm, we have been hired to assess their current state and propose a series of
initiatives for their transformation program.
Your task is to create a draft ~10 min presentation outlining your high-level plan for this project. In order
to do so, you will need to answer the following key questions:
1. What key ratios indicate that the Bank is experiencing financial difficulties and how do these
compare to those of other Banks in the region?
Please use as a reference for your analysis the Hellenic Bank of Cyprus financial statements of 2020
2. Suggest at least 3 initiatives (projects) that the Bank should implement in order to transform its
operating model and strengthen their financial position. Briefly explain the impact that these
initiatives will have on the Bank.
3. Choose one of the proposed initiatives and calculate the expected benefits for the Bank,
including potential cost savings or revenue gains
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In late 2009 the banking crisis started to take hold across Europe, strangling growth and bringing many financial institutions to their knees. The effects have been long reaching and are still felt today.
The banking sector is still suffering a slump in countries across the continent, forcing many companies to cut costs and drive efficiencies throughout their operations in order to navigate the crisis. Branches are closing, smaller banks are being acquired and the government has had to step in and bail-out some of the worst hit.
In our latest case study, find out how CaixaBank, one of Spain’s leading banks, turned to HP Business Process Outsourcing (BPO) to help it centralise control, lower costs, quicken integration and weather the financial crisis.
Banco Sabadell is one of the European financial institutions leading the fight against the global economic slump. It’s the fourth largest banking group in Spain, with over 2,300 branches and more than 17,000 employees. It’s a company that has been evolving during the crisis, acquiring other companies and investing in growth, while other banks have been cutting services and closing branches.
Our latest case study shows how Banco Sabadell partnered with HP to help it standardise its infrastructure and advance branch technology.
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Barry Chan, Partner, FSS, GBS at IBM Hong Kong
Our client, a Cypriot systemic bank, is facing financial challenges and is seeking to transform its business
model in order to improve profitability and secure their future growth and financial stability. As an
external consulting firm, we have been hired to assess their current state and propose a series of
initiatives for their transformation program.
Your task is to create a draft ~10 min presentation outlining your high-level plan for this project. In order
to do so, you will need to answer the following key questions:
1. What key ratios indicate that the Bank is experiencing financial difficulties and how do these
compare to those of other Banks in the region?
Please use as a reference for your analysis the Hellenic Bank of Cyprus financial statements of 2020
2. Suggest at least 3 initiatives (projects) that the Bank should implement in order to transform its
operating model and strengthen their financial position. Briefly explain the impact that these
initiatives will have on the Bank.
3. Choose one of the proposed initiatives and calculate the expected benefits for the Bank,
including potential cost savings or revenue gains
Genpact sets up and runs an investment bank’s “virtual captive”, delivers 600...Genpact Ltd
When in 2006, the corporate and investment banking arm of one of Europe’s largest banks, needed to reduce its risk prole by focusing on simpler ‘vanilla’ trades - they also had to ensure the volume of such trades increased signicantly to oset the reduced protability. With the limited back-oce capability supporting this trade and it’s obsolete systems, it was challenge for the bank to cope with the rising volumeof trades. So we partnered with Calypso to implement the Calypso trading application and create the core of a back once that would also meet future needs.
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1. Case study
Businessprocessoutsourcing
helpsCaixaBankrideoutbankingcrisis
HP BPO partnership centralizes control to
lower costs and quicken integration
Industry
Banking
Objective
Drive continued efficiencies in back office process
Approach
Outsourced service provider must absorb new
acquisitions, cope with new government regulations
and deliver annual cost savings
IT matters
• Aligned business process with HP hardware,
improving interoperability and lowering
supplier costs
• Created a roadmap of new business process
innovation, keeping CaixaBank ahead of
the competition
Business matters
• Delivered annual savings of 3 percent,
as per contract
• Maintained operations within Spain, meeting
CaixaBank’s social responsibility commitments
• Provided the capacity to absorb new acquisitions,
allowing the business to consider new projects
“The branch will play a different role in the future.
It may be a home for commercial conversations, not
transactions. We’re working with HP to look at how we
can migrate branch operations to the back office, and then
to HP. There is an opportunity to reinvent what a bank
looks like.”
– Beatriz Kissler, bank services operations director, CaixaBank
Central control and standard processes provide
solid base for CaixaBank
The Spanish banking sector is suffering a slump. To get through
the crisis, banks have to cut costs and drive efficiencies
throughout their operations. Working with HP Business Process
Outsourcing, CaixaBank has lowered the cost of its services and
facilitated the integration of new acquisitions. The partnership
is looking to reinvent how a bank of the future will operate.
2. 2
Challenge
Consolidation and cost-control
CaixaBank is Spain’s leading bank. It is a sector
under much strain, having to cope with the
fallout from a collapse in the real estate market
and a recession across the European Union.
Theresponsehasbeenconsolidationandcost
control.AcrossSpainbranchesareclosing,smaller
banks havebeenacquiredbylargerplayersand,
insomecases;thegovernmenthasbeenforced
tobail-outthemostseverelyaffected.
CaixaBank,whilenotimmunetothebroader
difficulties,remainsbuoyant.Ithasacquireda
numberofregionalbanks,includingBancaCivica,
arivalsavingsbankandBancodeValenciain2013.
The challenge now is to integrate the new
acquisitions as efficiently as possible, lower the
cost of operations and rebuild confidence in the
banking sector.
Solution
Central control, standard process
Interms ofemployees,branchesand
administration,theacquisitionshaveswollen
CaixaBankatatimewhentheSpanishbanking
sectoris cuttingback.Thebusinessnumbers
6,400branchesand34,000employeesat
present.CaixaBankgeneratesapproximately
600milliontransactionsayear,afigureexpected
toriseby20percentwiththeadditionofBanca
Civica andafurther10percentwithBanco
deValencia.
While the acquisitions boost CaixaBank’s national
coverage (it had previously been strong in its
home territory of Catalonia) it needs to integrate
the new additions quickly and cost effectively.
To help do this efficiently, while retaining a focus
on service integrity, it needs to outsource much
of its banking operations. This would enable
the bank to focus its talent and resources on
value-added business objectives.
Being a hands-on operation, CaixaBank also
wanted greater visibility into banking operations.
A near real-time control platform would give
employees anytime; anywhere access to
complete, up-to-date data enabling employees
to make knowledgeable and informed business
decisions. Beyond enhancing visibility, a robust
new platform would also modernize the bank’s
critical back office operations, such as payment
processing and issue resolution. Both directly
impact CaixaBank’s profitability, as well as its
corporate image and level of social trust.
Near real-time business monitoring
HPbeganbydefiningabusinessmodelfor
CaixaBank,andthenworkedwiththebank
todevelopbusinessindicatorstofocus
informationgathering.
Thisinvolvedadaptingacommercial,real-time
systemsmonitoringproductforreal-time
businessmonitoring,whilecapturingdatafrom
disparatesources.
Case study | CaixaBank
3. Case study | CaixaBank
“HP providedacompletesolutionfromconsulting
tosystemsoperation,”saysLuisRamos,
IS projectmanager,CaixaBank.“Itwasdedicated
tounderstandinghowCaixaBankworks.The
solutionplatformandinterfaceadaptedto
thebusinessneedsofbusinessoperatorsand
managers.HPalsostreamlinedcommunications
withIS andinfrastructuregroupsatCaixaBank.”
Today,40usersinCaixaBank’sBankingBusiness
Operationsrelyonthesystemtomonitorand
manageoperationalcontrol.Thesystemis
displayedonseveralgiantprojectionscreens,
providing up-to-the-minuteoperationalstatus
across thebank’sheadquarters.Employeesthen
takeactionontheirownscreensassoonasan
alarm is raised.
Not all banks are equal
“From theoutside,abankisabank,justabank,”
says BeatrizKissler,bankservicesoperations
director,CaixaBank.“Itisn’t.Eachbankhas
differentcustomers,servicesandprocesses.
Eachhas developeddifferently.”
HP is oneoftwoBusinessProcessOutsourcing
partners workingwithCaixaBank(Kisslersays
shelikes toretainacompetitivebalance).Itplays
a crucialroleintheintegrationandtheincreasing
needtocopewithnewgovernmentregulations.
“Allourprocessesarenowcentralized.Weneed
tobringineveryoneofthenewbanks’services,
spotthedifferencesandstandardizethem.
Inaddition,theregulatoryenvironmenthas
changedcompletely.Therearenewlawsevery
twoorthreemonths.Thereisfarmorerisk
analysisandtransparency–andwe’redoingthis
becausewewantto,notjustbecausewe’rebeing
toldto.It’sgoodforbusiness.”
Kisslersays,whilemanyoftheprocesseshave
beenoutsourcedtoHP,thejobsremaininSpain:
“Wehavenotoffshoredthiswork–andthatis
averyimportantsocialresponsibilityforus
rightnow.”
Benefits
Automation and technology roadmap
ThankstoHP’sleading-edgebusinessmonitoring
solution,CaixaBankhasbeenabletobetter
maintainandcontrolbankingoperations,as
wellasoutsourceitsmostimportantbusiness
processeswithconfidence.
Inaddition,thebankhasgainedthetoolsitneeds
toperformin-depth,thoroughbusinessanalyses
toenhancebackofficeoperationalcontrol.
“Thenewoperationalbusinesscontrolcenterhas
transformedCaixaBank’sbackofficeoperations,
makingthemmoreeffective,whilereducingthe
numberofprofessionalsinvolved,”saysKissler.
3