Diese Präsentation wurde erfolgreich gemeldet.
Wir verwenden Ihre LinkedIn Profilangaben und Informationen zu Ihren Aktivitäten, um Anzeigen zu personalisieren und Ihnen relevantere Inhalte anzuzeigen. Sie können Ihre Anzeigeneinstellungen jederzeit ändern.

Intelligent Banking Processes

Improve Revenue, Competitive Differentiation, Costs and Compliance Through Improved Control Over Business Processes
From a recent webinar sponsored by Signavio. Replay available at https://www.signavio.com/events/focus-on-banking-processes/

Ähnliche Bücher

Kostenlos mit einer 30-tägigen Testversion von Scribd

Alle anzeigen

Ähnliche Hörbücher

Kostenlos mit einer 30-tägigen Testversion von Scribd

Alle anzeigen
  • Als Erste(r) kommentieren

  • Gehören Sie zu den Ersten, denen das gefällt!

Intelligent Banking Processes

  1. 1. Intelligent Banking Processes Improve Revenue, Competitive Differentiation, Costs and Compliance Through Improved Control Over Business Processes Copyright Kemsley Design Ltd., 2020 4
  2. 2. Today’s Challenges in Banking Copyright Kemsley Design Ltd., 2020 5
  3. 3. Challenge #1: New Competitors • Online brands of traditional competitors • Online-only brands • FinTechs Copyright Kemsley Design Ltd., 2020 6
  4. 4. Challenge #2: New Business Models and Products • Aggregator of third-party services • Self-service for high-net-worth customers • Low-cost/“starter” products • Ethical investments • Mobile payments • Automated financial recommendations Copyright Kemsley Design Ltd., 2020 7
  5. 5. Challenge #3: New Regulations/Risks • KYC/AML • GDPR • Impact of RegTech • Non-financial risks, e.g., cybersecurity Copyright Kemsley Design Ltd., 2020 8
  6. 6. Challenge #4: New Customer Expectations • Modern online presence • Personalized experience • Omnichannel access • Instant response/automated processing • Decreased loyalty/multiple banks Copyright Kemsley Design Ltd., 2020 9
  7. 7. Challenge #5: Technology Modernization • Modernization is critical for meeting business challenges • Straight-through real-time processes • Integration with third parties • Ability to quickly create new products • Agile regulatory framework • Modern online customer experience • Retire/isolate legacy systems • Retrain/hire staff for new technology paradigms Copyright Kemsley Design Ltd., 2020 10
  8. 8. What Are We Trying To Achieve? Copyright Kemsley Design Ltd., 2020 11
  9. 9. Top-Level Growth Goals • Revenue increase • Customer satisfaction • Wallet share • Competitive differentiation • Culture of innovation • Agility Copyright Kemsley Design Ltd., 2020 12
  10. 10. Top-Level Cost/Risk Goals • Cost reduction • Efficiency and productivity • Modernization and automation • Compliance and risk management • Process and rules oversight • Security Copyright Kemsley Design Ltd., 2020 13
  11. 11. Achieving Goals: Two Dimensions • Vertical alignment • Ensure that your top-level goals are driving departmental actions • Horizontal integration • Understand and measure end-to-end processes Copyright Kemsley Design Ltd., 2020 14
  12. 12. Linking Goals To Actions 15 Corporate purpose •Outward-facing view of what the company does; value proposition •Goals are explicit measurement of corporate success Business capabilities •Services provided to customers •Capability KPIs must be aligned with corporate goals Business functions •Internal processes that support business capabilities •Process metrics must be aligned with capabilities KPIs Tasks •Activities of teams and individual contributors within processes •Performance measures must be aligned with process metrics to ensure that employees are rewarded for contributing to corporate goals
  13. 13. Understanding The Customer Journey • The customer journey is the only process that matters • Make end-to-end process owners responsible for customer success factors • Conway’s Law: “organizations design systems that mirror their own communication structure” Copyright Kemsley Design Ltd., 2020 16
  14. 14. What Are Intelligent Processes? Copyright Kemsley Design Ltd., 2020 17
  15. 15. Characteristics Of Intelligent Processes • Strategic scope • End-to-end process covering entire customer journey • Integrate functional silos • Automated where possible • Process, decision and task automation • Self-learning via AI/ML • Agile to allow changes • Model-driven processes and decisions • Service-oriented capabilities Copyright Kemsley Design Ltd., 2020 18
  16. 16. Intelligent Automation Tools Landscape • Modeling and analysis • Process/decision modeling • Process mining • Simulation • Monitoring • Performance visualization • Predictive analytics • IoT/digital twin • Automation • Capture • Tasks (RPA) • Processes (BPM/DCM) • Decisions/rules • AI/ML • Event handling Copyright Kemsley Design Ltd., 2020 19
  17. 17. Combining Technologies: One Size Does *Not* Fit All • Modernization • Gradual replacement of monolithic applications with intelligent automation technologies • Designing for agility and scalability • What technology to use when? • Application architecture/templates • Case management • Straight-through processing Copyright Kemsley Design Ltd., 2020 20
  18. 18. Creating Intelligent Processes Copyright Kemsley Design Ltd., 2020 21
  19. 19. Use Case: Onboarding and KYC • Key to risk mitigation and compliance • The challenge: • Document-intensive • Manual processes and decisions • Multiple systems • Can require requesting additional documents from customer • Long completion time can deter customer Copyright Kemsley Design Ltd., 2020 22
  20. 20. Understanding Your Onboarding Process • Process modeling • What you think happens • Process mining • What really happens • Customer journey map • What the customer sees Do these match? Copyright Kemsley Design Ltd., 2020 23
  21. 21. Designing Intelligent Onboarding • Automate everything possible: • Collection of documents from customer • Analysis of customer information • “Next steps” decisions • Alerts/reminders • Escalation triggers • Human intervention only when required Copyright Kemsley Design Ltd., 2020 24
  22. 22. Intelligent Onboarding Results • Faster time to completion • Fewer internal resources • Customer in control • Greater consistency • Lower risk/higher compliance Copyright Kemsley Design Ltd., 2020 25
  23. 23. Thanks! Sandy Kemsley sandy@kemsleydesign.com Read my blog at column2.com Find me on Twitter @skemsley Copyright Kemsley Design Ltd., 2020 26

×