Professional Documents
Culture Documents
HYDERABAD 281105
PwC
PwC
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Products Profiles Skill sets Relationships Speed of response Value Network BUSINESS CHALLENGE CONTENT CHALLENGE
Exception Handling
EXECUTIVE CHALLENGE
Channel Conflict
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Changing customer profiles Increasing demands by customers for varied services Higher expectations of service quality especially for anytime, anywhere banking
Infrastructure Support
Technology upgradation triggering the need for redesigned processes Increase effectiveness of the HR function
Tie-ups with financial institutions to market third party products Foray into merchant banking
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IT as a Ecosystem
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Overheads
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Cost
Customer
Competition
in
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Benefits of CBS
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Shifts in Workloads:
Changes in the tasks, roles and responsibilities for users Does more empowerment mean more work?
Multiskilling:
What new skills are required: systems, functional, data analysis, management. I can check account balances and credit line immediately.
How we Communicate:
The way the departments and individuals communicate. That information is now on-line for you to view.
How and when groups within the organization interact to perform certain activities and achieve set performance measures. In order to disburse the loan I must receive the sanction letter two weeks beforehand.
Accountability:
What responsibilities individuals have in terms of entering accurate and reliable data, as well as analyzing data The application forms must be completely and accurately filled for me to generate an accurate scoring report.
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Slashing Expenses
Product Structuring
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How does the organization adapt its What risks emanate from e-business activities as strategies and process developments? changes Information Risk Financial Risk Have operating processes put financial resources at undue risk? Has the organization incurred unreasonable liabilities to support operating processes? Has the organization succeeded in meeting measurable business objectives? Is our data / information / knowledge reliable, relevant, and timely?
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Establish initial customer Establish initial customer details (if existing details (if existing customer, access customer, access records) name address records) name address contact number unique contact number unique ID ID
Existing Existing customer customer service service essential details essential details fact find fact find no New yes New product product application application
Go to Go to application application
Establish Establish enquirers needs enquirers needs and wants. and wants. Gather any Gather any preliminary preliminary information information relevant to relevant to enquiry enquiry
no
Have a solution no
yes
yes Determine Determine relevant solutions relevant solutions and provide and provide information information
Record Record reason why reason why not accepted. not accepted.
yes
End
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Zero base Does the work need to be performed at all? Can the activity be performed differently? Eliminate Which are the NVAs (Non Value Adding Activities) in the process? Is the customer willing to pay for it? Do v/s Outsource Can the work be outsourced? What are the costs & potential benefits? Re-design Are the core processes customer-centric? Would the re-engineered processes help eliminate organizational silos? Information Technology Can existing IT systems be leveraged to enable radical process redesign? How to improve ROI on the IT investment?
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Customer Management
SERVICING
INFORMATION MANAGEMENT KNOWLEDGE MANAGEMENT Market & Sell Originate Credit Service Customers Excess Management
Core Banking
Manage Customer Relationships OPERATIONS Process & Maintain Accounts Money Transmission Manage Products Monitor Credit
SUPPORT FUNCTIONS
Recover Assets HR Manage Property IT Finance Treasury
PwC Administration
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Cont..
Ensure that the HR function is geared to address the changing business environment
Capability to handle workforce issues like deployment and reskilling arising out of emerging opportunities Capability to address the workforce requirements of the new business initiatives Capability to handle the workforce issues arising out of the growth plans of banks specifically through the acquisition route
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BI
Data / Analytics
Subject Areas
Departments
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Thank You
Contact: Robin Roy robin.roy@in.pwc.com 022 56691561 098202 98237 PwC