Embed Size (px)
Citation preview
© 2012 OLIVER WYMAN
FINANCIAL SERVICES
Bob MearaSr. Analyst
13 June 2012
Model Bank Awards
2© 2011 CELENT, A DIVISION OF OLIVER WYMAN, INC.
What is a model bank?
• “What would it look like for a bank to do everything right with today’s technology?”
• “Everything” and “right” will mean very different things to different banks depending on their size, the complexity of their operations and product sets, and their technological starting points
• Celent’s approach: Key best practices in the use of technology across a broad range of areas
• Celent’s Model Bank 2012 report was published on June 11th and is available for clients to download on our web site
Celent Model Bank 2012: Case Studies of Effective Technology Usage in Banking
3© 2011 CELENT, A DIVISION OF OLIVER WYMAN, INC.
What are model bank components?
• Components of a theoretical bank’s IT systems and practices
• Everyone does something well
• Recognition of a bank’s effective use of technology, not a certification that the bank is absolutely the single best in its class (although some may be)
• Model bank components are those that generally represent the way things should be done
• Components were chosen across these functional areas:– Infrastructure and Architecture– Product Development– Marketing / Sales / Customer Service– Distribution / Channel Management– Transaction Processing– Security and Risk Management
4© 2011 CELENT, A DIVISION OF OLIVER WYMAN, INC.
Nomination and selection process
• Invitations and self-nomination forms were sent to both Celent clients and non clients & promoted various ways
• Nominations were collected beginning in Fall 2011
• Nomination reviewed by a team of Sr. Analysts, and cases that demonstrated effective use of technology were selected. Section based on a weighted average
– Degree of innovation
– Technical difficulty
– Quantitative business benefit
• Banks were interviewed to review their cases and provide additional information
• Celent drafted the case studies, which were approved by the banks for accuracy and confidentiality
• There were no fees charged to banks or vendors mentioned in this report
• Some of the nominating firms, and many of the selected banks, are or have been clients to Celent’s retained advisory service
• Celent was not directly involved in the creation or deployment of any of the initiatives that have been recognized
• No preference was given to clients in the selection process
Nomination and selection process Client Disclosure
5© 2011 CELENT, A DIVISION OF OLIVER WYMAN, INC.
2012 Celent Model Bank Award Winners21 components among 19 institutions representing 10 countries
North America Asia EMEA
BofA Merrill DBS bank, Singapore Absa Bank, South Africa
Bank of Montreal Rakuten Bank, Japan Emirates NBD, UAE
Citibank RHB Bank, Malaysia
Coastal FCU Standard Chartered Bank, China
Fifth Third Bank Taishin Bank, Taiwan
Huntington Bank HDFC, India
Redstone FCU ICICI, India
US Bank Yes Bank, India
USAA Bank
June 13, 2012
6© 2011 CELENT, A DIVISION OF OLIVER WYMAN, INC.
Model Bank of the YearRHB Bank: Easy by RHB
• Easy by RHB: a retail banking initiative designed to serve the Malaysian mass market previously under-served by Malaysia’s top banks. Easy is:– A branch transformation initiative– A new consumer brand– Simplified products– Entirely new organization – younger, empowered, compensated– A different culture within RHB (bold, ambitious)– A fully-automated retail delivery model interfacing to RHB’s legacy systems
(biometrics, cash recycling, paperless origination, automated underwriting, instant-issue cards, instant disbursement)
• In its first two years (through 2011) RHB deployed 235 Easy outlets, taking its retail footprint from a distant #5 to market leadership.
• Over the period, total customer deposits have grown by more than 50% and assets by 45%.
June 13, 2012
7© 2011 CELENT, A DIVISION OF OLIVER WYMAN, INC.
Easy deploys a single delivery model through a portfolio of four outlet designsMost using partners – at a fraction of the cost of traditional branches
June 13, 2012
1 Easy standalone outlet 2 Easy kiosk at POS Malaysia
3 Easy kiosk at TESCO 4 Easy at LRT stations
• Celent published a detailed case study on Easy by RHB available for clients to download on our web site. http://www.celent.com/reports/branch-transformation-rhb-bank-making-it-look-easy
8© 2011 CELENT, A DIVISION OF OLIVER WYMAN, INC.
Category: Product Development
Bank of America Merrill Lynch
Payment Services Hub
Accepting the award:Bill Thomas, Vice President, BofA Merrill
9© 2011 CELENT, A DIVISION OF OLIVER WYMAN, INC.
Category: Product Development
Bank of Montreal
Online Banking for Business
Accepting the award:Konstantin Goushin, Senior Manager, Bank of Montreal
10© 2011 CELENT, A DIVISION OF OLIVER WYMAN, INC.
Category: Product Development
Fifth Third Bank
Remote Currency Manager
Accepting the award:Robert Norman, Vice President, Fifth Third Bank
11© 2011 CELENT, A DIVISION OF OLIVER WYMAN, INC.
Category: Product Development
USAA Bank
Easy Deposit
Accepting the award:Jeff Easley, Vice President, USAAJeff Giboney, Vice President, Corporate Retail Solutions, The UPS StoreGreg Brand, Director, Corporate Retail Solutions, The UPS Store
12© 2011 CELENT, A DIVISION OF OLIVER WYMAN, INC.
Category: Distribution / Channel Management
Coastal Federal Credit Union
Personal Teller Machines
Accepting the award:Willard Ross, SVP, Chief Retail Officer, Coastal Federal Credit Union
13© 2011 CELENT, A DIVISION OF OLIVER WYMAN, INC.
Category: Distribution / Channel Management
US Bank
Online Platform Transformation
Accepting the award:Carrie Duval, Internet Platform Manager, US BankRajesh Stephen, Banking Practice Manager, Wipro Technologies
14© 2011 CELENT, A DIVISION OF OLIVER WYMAN, INC.
Category: Customer Service or Support
HDFC Bank
CRM Initiative
Accepting the award:Ratan Kesh, SVP, Head – Service Quality, HDFC BankVivek Attavar, SVP, SVP, HDFC Bank
15© 2011 CELENT, A DIVISION OF OLIVER WYMAN, INC.
Category: Customer Service or Support
ICICI Bank
Account Portability
Accepting the award:Sanjev Walawalkar, Project Manager Projects and Automation, ICICI Bank
16© 2011 CELENT, A DIVISION OF OLIVER WYMAN, INC.
Category: Customer Service or Support
Standard Chartered Bank
Breeze Living
Accepting the award:Todd Schofield, Global Head, Enterprise Mobility, Standard Chartered
17© 2011 CELENT, A DIVISION OF OLIVER WYMAN, INC.
Category: Infrastructure and Architecture
Citibank
Global Commercial Card Program
Accepting the award:Antonio Benjamin, Managing Director & CTO, Citi Transaction Services
18© 2011 CELENT, A DIVISION OF OLIVER WYMAN, INC.
Category: Infrastructure and Architecture
Emirates NBD
Core Transformation
Accepting the award:Neeraj Jindal, Senior Manger-FSI, Client Services, Infosys Ltd.
19© 2011 CELENT, A DIVISION OF OLIVER WYMAN, INC.
Category: Infrastructure and Architecture
Redstone Federal Credit Union
Core Development using DNAcreator
Accepting the award:Brad Donham, Manager, Software Dev. & Support, Redstone FCU
20© 2011 CELENT, A DIVISION OF OLIVER WYMAN, INC.
Category: Sales and Marketing
Huntington National Bank
iPad Sales Tool: “Selling Technology with Technology”
Accepting the award:Rahn Rampton, Vice President, Marketing, Huntington Bank
21© 2011 CELENT, A DIVISION OF OLIVER WYMAN, INC.
Category: Sales and Marketing
Rakuten Bank
Happy Program Customer Loyalty Initiative
Accepting the award:Shunichi Nagata, President & CEO, Rakuten Bank
22© 2011 CELENT, A DIVISION OF OLIVER WYMAN, INC.
Category: Transaction Processing
DBS Bank
Emerging Markets and Overseas Countries Core (EMOC) Migration
Accepting the award:Atul Shukla, Delivery Manager, Infosys Ltd.
23© 2011 CELENT, A DIVISION OF OLIVER WYMAN, INC.
Celent is now accepting nominations for Model Bank 2013Deadline for Nominations: November 30, 2012
April 19, 2023
http://www.celentmodelbank.com/
24© 2011 CELENT, A DIVISION OF OLIVER WYMAN, INC. April 19, 2023
This report is for the exclusive use of the Oliver Wyman client named herein. This report is not intended for general circulation or publication, nor is it to be reproduced, quoted or distributed for any purpose without the prior written permission of Oliver Wyman. There are no third party beneficiaries with respect to this report, and Oliver Wyman does not accept any liability to any third party.
Information furnished by others, upon which all or portions of this report are based, is believed to be reliable but has not been independently verified, unless otherwise expressly indicated. Public information and industry and statistical data are from sources we deem to be reliable; however, we make no representation as to the accuracy or completeness of such information. The findings contained in this report may contain predictions based on current data and historical trends. Any such predictions are subject to inherent risks and uncertainties. Oliver Wyman accepts no responsibility for actual results or future events.
The opinions expressed in this report are valid only for the purpose stated herein and as of the date of this report. No obligation is assumed to revise this report to reflect changes, events or conditions, which occur subsequent to the date hereof.
All decisions in connection with the implementation or use of advice or recommendations contained in this report are the sole responsibility of the client. This report does not represent investment advice nor does it provide an opinion regarding the fairness of any transaction to any and all parties.
Report qualifications/assumptions and limiting conditions
