Transcript Model Bank Awards 13 June 2012 Bob Meara Sr. Analyst FINANCIAL SERVICES © 2012 OLIVER WYMAN.

Model Bank Awards
13 June 2012
Bob Meara
Sr. Analyst
FINANCIAL SERVICES
© 2012 OLIVER WYMAN
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
© 2011 CELENT, A DIVISION OF OLIVER WYMAN, INC.
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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
© 2011 CELENT, A DIVISION OF OLIVER WYMAN, INC.
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Nomination and selection process
Nomination and selection process
Client Disclosure
• Invitations and self-nomination forms were sent to
both Celent clients and non clients & promoted
various ways
• There were no fees charged to banks or vendors
mentioned in this report
• 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
• 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
• 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
© 2011 CELENT, A DIVISION OF OLIVER WYMAN, INC.
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2012 Celent Model Bank Award Winners
21 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
© 2011 CELENT, A DIVISION OF OLIVER WYMAN, INC.
June 13, 2012
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Model Bank of the Year
RHB 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%.
© 2011 CELENT, A DIVISION OF OLIVER WYMAN, INC.
June 13, 2012
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Easy deploys a single delivery model through a portfolio of four outlet designs
Most using partners – at a fraction of the cost of traditional branches
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/branchtransformation-rhb-bank-making-it-look-easy
© 2011 CELENT, A DIVISION OF OLIVER WYMAN, INC.
June 13, 2012
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Category: Product Development
Bank of America Merrill Lynch

Payment Services Hub
Accepting the award:
Bill Thomas, Vice President, BofA Merrill
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Category: Product Development
Bank of Montreal

Online Banking for Business
Accepting the award:
Konstantin Goushin, Senior Manager, Bank of Montreal
© 2011 CELENT, A DIVISION OF OLIVER WYMAN, INC.
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Category: Product Development
Fifth Third Bank

Remote Currency Manager
Accepting the award:
Robert Norman, Vice President, Fifth Third Bank
© 2011 CELENT, A DIVISION OF OLIVER WYMAN, INC.
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Category: Product Development
USAA Bank

Easy Deposit
Accepting the award:
Jeff Easley, Vice President, USAA
Jeff Giboney, Vice President, Corporate Retail Solutions, The UPS Store
Greg Brand, Director, Corporate Retail Solutions, The UPS Store
© 2011 CELENT, A DIVISION OF OLIVER WYMAN, INC.
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Category: Distribution / Channel Management
Coastal Federal Credit Union

Personal Teller Machines
Accepting the award:
Willard Ross, SVP, Chief Retail Officer, Coastal Federal Credit Union
© 2011 CELENT, A DIVISION OF OLIVER WYMAN, INC.
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Category: Distribution / Channel Management
US Bank

Online Platform Transformation
Accepting the award:
Carrie Duval, Internet Platform Manager, US Bank
Rajesh Stephen, Banking Practice Manager, Wipro Technologies
© 2011 CELENT, A DIVISION OF OLIVER WYMAN, INC.
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Category: Customer Service or Support
HDFC Bank

CRM Initiative
Accepting the award:
Ratan Kesh, SVP, Head – Service Quality, HDFC Bank
Vivek Attavar, SVP, SVP, HDFC Bank
© 2011 CELENT, A DIVISION OF OLIVER WYMAN, INC.
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Category: Customer Service or Support
ICICI Bank

Account Portability
Accepting the award:
Sanjev Walawalkar, Project Manager Projects and Automation, ICICI Bank
© 2011 CELENT, A DIVISION OF OLIVER WYMAN, INC.
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Category: Customer Service or Support
Standard Chartered Bank

Breeze Living
Accepting the award:
Todd Schofield, Global Head, Enterprise Mobility, Standard Chartered
© 2011 CELENT, A DIVISION OF OLIVER WYMAN, INC.
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Category: Infrastructure and Architecture
Citibank

Global Commercial Card Program
Accepting the award:
Antonio Benjamin, Managing Director & CTO, Citi Transaction Services
© 2011 CELENT, A DIVISION OF OLIVER WYMAN, INC.
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Category: Infrastructure and Architecture
Emirates NBD

Core Transformation
Accepting the award:
Neeraj Jindal, Senior Manger-FSI, Client Services, Infosys Ltd.
© 2011 CELENT, A DIVISION OF OLIVER WYMAN, INC.
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Category: Infrastructure and Architecture
Redstone Federal Credit Union

Core Development using DNAcreator
Accepting the award:
Brad Donham, Manager, Software Dev. & Support, Redstone FCU
© 2011 CELENT, A DIVISION OF OLIVER WYMAN, INC.
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Category: Sales and Marketing
Huntington National Bank

iPad Sales Tool: “Selling Technology with Technology”
Accepting the award:
Rahn Rampton, Vice President, Marketing, Huntington Bank
© 2011 CELENT, A DIVISION OF OLIVER WYMAN, INC.
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Category: Sales and Marketing
Rakuten Bank

Happy Program Customer Loyalty Initiative
Accepting the award:
Shunichi Nagata, President & CEO, Rakuten Bank
© 2011 CELENT, A DIVISION OF OLIVER WYMAN, INC.
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Category: Transaction Processing
DBS Bank

Emerging Markets and Overseas Countries Core (EMOC) Migration
Accepting the award:
Atul Shukla, Delivery Manager, Infosys Ltd.
© 2011 CELENT, A DIVISION OF OLIVER WYMAN, INC.
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Celent is now accepting nominations for Model Bank 2013
Deadline for Nominations: November 30, 2012
http://www.celentmodelbank.com/
© 2011 CELENT, A DIVISION OF OLIVER WYMAN, INC.
November 6, 2015
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November 6, 2015
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