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HomeBanking OperationsEnd to End process documentation for CIB operations at a Large Bank
End to End process documentation for CIB operations at a Large Bank
10September
End to End process documentation for CIB operations at a Large Bank 0 Comments | By

Business problem:

  • The Mandate was to undertake transformation exercise to enhance efficiency and effectiveness of the organization by doing BPR, Capacity Planning, system evaluation and implementation in the vertical of corporate institution & investment Banking for the business of Trade Finance, Capital Markets, Business & Credit, Financial Institutions group, Cash Management services and current account
  • Design Target Operating Model, Design workflow structure including the technical architecture and identify Non-Value-Added activities and documentation of 300+ processes, SOP, process maps etc.

Key Outcome and benefits:

  • 300+ Detailed process mapping & process documentation, preparing detailed manuals of products and processes for Trade Finance, Capital Markets, Business & Credit, Financial Institutions group, Cash Management services and current account
  • Redesigning the on-boarding process for current account by eliminating multiple inward channels to a single window clearance, proposing for green channel process to expedite account opening process
  • Redesigning on-boarding process for financial institution group by creating separate service teams for onshore & offshore clients leading to seamless on-boarding process & faster query resolution
  • Redesigning client acquisition process by getting them to use CRM tool Siebel for better lead tracking & management
  • Designing a completely new structure for service solutions “SeSo” by consolidating all the service teams in corporate banking
  • Redesigning the E2E credit process by eliminating usage of excel & using system like Siebel & JIRA to reduce TAT & improve FTR
  • Implementing usage of CRM tool (Siebel) for better E2E tracking from lead generation to conversion
  • Designing a coherent escalation matrix for CA process & Credit process and uploading the same in CRM
  • Redefining service delivery TAT for all the units & bench-marking them to industry standards
  • Establishing E2E measurement metrics for Credit process & CA on-boarding process and consistently monitoring the same