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Banking BPO

BANKING BPO
Delivering the Business Value of Workplace Solutions for BankingBPO-2010

Sabeen Siddiqui

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Banking BPO
Table of Contents
1. Banking Business Process Outsourcing /Banking BPO ............................................................................................................................................... 4 1.1 What should BPO be delivering in future? .............................................................................................................................................................. 5 1.2 Four General Approaches to BPO Banking .............................................................................................................................................................. 6 1.3 Don’t Ignore IT implications of BPO ......................................................................................................................................................................... 7 1.4 Move to Holistic, Global Approach to BPO ............................................................................................................................................................. 8 2. BPO Banking Business Model .................................................................................................................................................................................... 9 2.1 Organizations need to be intentional in selecting their sourcing approach model .............................................................................................. 10 2.2 Adoption of multiple sourcing is transforming the operations model of enterprises ........................................................................................... 11 2.3 Preparing For Operational Model - Key Data Component.................................................................................................................................... 12 3. BPO Banking Pricing Model...................................................................................................................................................................................... 13 3.1 What is Transaction Based Pricing? ................................................................................................................................................................... 13 3.2 Is Transaction Based Pricing Suitable for Any Business Process? .......................................................................................................................... 15 3.3 Challenges in Adopting Transaction Based Pricing ................................................................................................................................................ 17 4. Banking BPO Services & Solutions Perspective ........................................................................................................................................................ 18 4.1 Most Common BPO Banking Services ............................................................................................................................................................... 18 4.3 What you are actually buying…more Solutions in the future ................................................................................................................................ 20 4.4 Full BPO Banking Solutions Overview .................................................................................................................................................................... 21 4.5 Full BPO Service Overview ..................................................................................................................................................................................... 22 4.6 New Services in Evolution ...................................................................................................................................................................................... 23 4.7 Proposed Business Process Outsourcing Banking Services.................................................................................................................................... 24 5. Local Banking BPO Service Providers ....................................................................................................................................................................... 25 6. International Banking BPO Service Providers .......................................................................................................................................................... 29 Sabeen Siddiqui Page 2

Banking BPO
6.1 Plethora of new global suppliers ........................................................................................................................................................................... 30 6.2 Current and Future BPO Delivery Locations .......................................................................................................................................................... 31 7. Market Analysis ........................................................................................................................................................................................................ 32 8. Pakistan Banks Overview ......................................................................................................................................................................................... 33 8.1 Pakistan BPO Market Overview ............................................................................................................................................................................. 38 8.2 Banks-Market Overview......................................................................................................................................................................................... 39 8.4 Core Banking BPO Vendors .................................................................................................................................................................................... 45 9. Reference- Case Study BPO Banking ........................................................................................................................................................................ 52 10. Land Escape BPO Banking ...................................................................................................................................................................................... 59

Sabeen Siddiqui

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Banking BPO

1. Banking Business Process Outsourcing /Banking BPO
Banking Business Process Outsourcing or Banking BPO is a highly specialized sourcing strategy used by banks and lending institutions to support the business acquisition and account servicing activities associated with the customer lending lifecycle. These specific BPO services are usually offered through multi-year service level agreements for all or portions of the credit card lending, consumer lending or commercial lending segments of the financial services market. Some larger financial services organizations choose to extend their sourcing strategy to include other outsourced services such as ITO systems and software, HRO and benefits services, finance and accounting outsourcing (FAO) services, procurement or training outsourcing. Banking BPO Services are typically defined by industry analysts, advisors and leaders in the sourcing industry, such as the set of discrete processes or transactional activities that support the lending lifecycle as follows:   New customer acquisition services include telemarketing activities, application processing, underwriting, customer or merchant credit evaluation and verification, credit approval, document processing, account opening and customer care and on-boarding. Account servicing processes for credit cards or consumer loans. These most commonly include payment processing systems and services, customer service or call center support operations (voice, digital, email and mail services), product renewals, and loan disbursement; document management services such as printing and mailing of statements, networked printing and storage solutions; collections, recoveries processing, default management, risk management and foreclosure. Consumer and commercial lending post origination transaction processing services, such as check processing, clearance and settlement services, remittance, and records management. Back office transaction process management for loans or credit card portfolios, including custody services, fraud mitigation and detection, regulatory and program compliance, portfolio analytics, reporting, conversions, management of technology platforms, interface for customer data and custom development.

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Sabeen Siddiqui

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Banking BPO 1.1 What should BPO be delivering in future?
SERVICE Human Resources Finance & Accounting Procurement Customer Management Banking Insurance Airlines BENEFITS/OUTCOME Minimize errors in payroll Decrease time to recruit From 7 days to 2 days to close your books Reduction in Day Sales Outstanding Vendor and Consolidation management Ability to capitalize on negotiated discounts Pay by results for sales Staffing flexibility on peaks and troughs From 4 to 2 hours to manage the days mail . From 30 to 10 minutes to open an insurance claim Reduction in time and greater accuracy to reconcile ticketing receipts

Sabeen Siddiqui

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2 Four General Approaches to BPO Banking Sabeen Siddiqui Page 6 .Banking BPO 1.

Banking BPO 1.3 Don’t Ignore IT implications of BPO Sabeen Siddiqui Page 7 .

Global Approach to BPO Sabeen Siddiqui Page 8 .4 Move to Holistic.Banking BPO 1.

The vendor in a niche BPO works in close coordination with the buyer. which also makes certain investments in the customer's process. has observed that in addition to on-shoring. » » Sabeen Siddiqui Page 9 . near-shoring and offshoring are seen in BPO as well. Comprehensive BPO has bulk deals lasting for 7-10 years. The vendor purchases the buyer's assets and also hires most of its employees. outsourcing many aspects of the process in a transactional mode leads to complex fragmentation which can pose as a threat to productive delivery. aims at improving the efficiency of the process. The regular outsourcing models of on-shoring. different models have been used for conducting business in BPO. sometimes seeking the services of the customer's employees. A niche BPO. Also. near-shoring and offshoring. Niche BPO: A niche BPO carries out 3-4 aspects of a process. Comprehensive BPO: A comprehensive BPO handles both transactional and administrative tasks in a process and takes 70 percent responsibility of the output. a sourcing advisory. TPI. BPO operations are also conducted through the following three business models: » Transactional BPO: Transactional BPO handles one aspect of a process only. BPO Banking Business Model Over the years.Banking BPO 2. Both the vendor and the buyer share the risk of the process. The customer has to carry out a significant part of the process in-house and hence the customer owns the risk of the process.

1 Organizations need to be intentional in selecting their sourcing approach model Sabeen Siddiqui Page 10 .Banking BPO 2.

Banking BPO 2.2 Adoption of multiple sourcing is transforming the operations model of enterprises Sabeen Siddiqui Page 11 .

Banking BPO 2.Key Data Component Sabeen Siddiqui Page 12 .3 Preparing For Operational Model .

Transaction unit is usually determined by identifying the unit that best represents the underlying transaction . what and how many resources are involved and how much time is taken to process the transaction while also meeting quality and service level agreement (SLA) requirements. Since. it is another name for business process or sub-process. This is typically achieved via 'transaction unit'. More the number of transactions processed by service provider. For example.amount paid varies depending upon consumer's usage of electricity. therefore. BPO Banking Pricing Model 3. in transaction based pricing. Examples of transaction unit are 'per payslip' for payroll processing transaction. a negotiated increase or decrease in price becomes applicable. there needs to be a mechanism which can determine how the transaction price varies for different levels of business activity. which typically leads to innovation and better use of technology resulting in lesser cost for customer in the ultimate analysis. more is the payment and vice versa. However. Examples of transaction include payroll processing.is a sequence of steps with defined input and output. is important in transaction based pricing. In addition. service provider is paid on the basis of number of transactions processed. Determining the right transaction unit.in terms of operational processing and the costs related with processing that transaction.1 What is Transaction Based Pricing? Transaction . measured in units. or for invoice processing. etc. 'per invoice' for invoice processing transaction. it is important to determine the mechanism by which transactions can be distinctly determined and objectively measured. service provider is motivated to maximize output or number of transactions processed with same or lesser input.Banking BPO 3. In other words. A simplified explanation of the ARC/RRC mechanism is provided with the help of an example below: Example: Let us assume that: Sabeen Siddiqui Page 13 . For variations in transaction volumes beyond the dead band. invoice processing. since business activity does not remain at a constant level throughout. In transaction based pricing. Transaction Unit . Service provider manages this risk by utilizing resources efficiently across multiple customers and by charging an appropriate risk premium in the transaction price. 'per purchase order' for purchase order processing transaction. This essentially means that variability and risk associated with customer's business activity is transferred to service provider.is a unit of measure with which a transaction can be objectively measured. Transaction based pricing refers to a type of pricing where a deal is priced on the basis of number of transactions that service provider processes for a customer. are the variables that are typically managed by service provider. the transaction price may be quoted as “y dollars per invoice”. To address this. Usually ARC/RRC (Additional Resource Charge/Reduced Resource Credit) framework is used to arrive at the price outside the dead band. Such a volume range is known as 'dead band' which is typically derived by analyzing historical transaction volumes data. It is similar to the way payment is made by consumers to electricity companies . the transaction price may be quoted as “x dollars per payslip”. which achieves a business purpose. transaction price is generally mentioned as applicable for a specified transaction volume range. for payroll processing. Transaction price is typically quoted as “price per transaction unit”.

10% of the base volume.000 22.000*4)/20. let us see how the effective price payable by the customer changes with change in volume.5 With this.000 24.000*4)/22.000 23.92 4.Banking BPO lT transaction Price is $4 per unit lBase Volume is 20.5)/24.000 18. there is no change in price lFor variations > 10% and < 20% from the base volume.5)/16.000 (20.000 (20.13 3.000 (20.000*4+4000*3.94 Sabeen Siddiqui Page 14 .000*4+4000*3.5)/23. the ARC/RRC price is $ 3.000 16.000 (18.000 Effective Transaction Price 4 4 4 3.000 units lFor variation within +/.000 (22.000 Transaction Price Calculation (20. The effective price is calculated using the following formula: Month Month 1 Month 2 Month 3 Month 4 Month 5 Month 6 Volume 20.000*4+4000*3.000*4)/18.

the ability to deliver profitably in transaction based pricing scenario is tied to achieving volume and scale. transaction based pricing is favored for business processes which can be clearly defined. therefore. • Demand Variability: Transactions where volumes vary in a short span of time are more suited to be priced via transaction pricing mechanism than via any input-based mechanism.Banking BPO 3. measured in discrete units.2 Is Transaction Based Pricing Suitable for Any Business Process? From customer‟s perspective. transactionintensive and demand-driven. transaction based pricing is suitable for business processes or transactions that have the following characteristics: • Well Defined: Transaction should be such that both service provider and customer understand what it constitutes and what is excluded from it.standard inputs. this type of pricing is usually favored for business processes that are standardized. • Standardized: Transaction should be amenable to high level of standardization . Therefore. therefore.so that service provider is able to derive economies-of-scale via automation and delivery of similar services to multiple customers. is provided below: Sabeen Siddiqui Page 15 . From service provider‟s perspective. • Measurable: Transaction should be such that it can be easily measured for operations processing and performance and is auditable by service provider and customer for accurate and timely counting of transactions that serve as the basis for billing. rule-based processing and standard output . An indicative list of business processes (with commonly used transaction units) that possess the above-mentioned characteristics and are. have a well defined and measurable service level requirement (which remains stable even if number of transactions or users fluctuate). In practice. • Volume Driven: Transaction should be of short duration and carried out repeatedly in sufficiently large volumes. have fairly accurate baselines and experience fluctuations in consumption. amenable to transaction based pricing.

Banking BPO Function/Vertical Business Process Human Resource Payroll Processing Management Recruitment Travel Planning Expense Management Finance General Accounting &Accounting Accounts Payable Account Receivable Fixed Assets Mortgage Lead Generation Loan Processing Loan Servicing Collection Insurance Policy Issuance Claims processing Bills/payment processing Collection Transaction Unit Payslip Recruit Booked trip Expense report Journal or chart of account entry Invoice Invoice% of collection Fixed assets line item Lead Loan application Loan %of collection .invoice Policy issued Claim Invoice %of collection Sabeen Siddiqui Page 16 .

there are significant benefits from transaction based pricing for customers and service providers both. lPredicting Volumes: Predicting future transaction volumes with reasonable level of accuracy. hamper customers‟ ability to ascertain commercial competitiveness of service provider quotes.3 Challenges in Adopting Transaction Based Pricing While. there is a perception that transaction based pricing leads to loss of control. etc. corporate finance (ensuring that invoices reflect accurate charges and credits). Sabeen Siddiqui Page 17 . lOrganization Change: Transaction based pricing leads to changes in quite a few areas like budgeting (tracking inconsistent monthly/quarterly service cost).Banking BPO 3. functional departments (effecting business process change). unit of measure. cost determination. in addition to unreliable internal benchmarks. scope. there are a few challenges. providing minimum volume commitment for economies-of-scale and planning for volume variations is a complicated exercise that only a few customers are able to perform in a systematic and consistent manner. lLack of Availability of Benchmarking Data: Lack of availability of reliable external benchmarks. discussed below. that one needs to be aware of: lComplexity: Designing transaction based pricing model is complex and requires a good understanding of transactions and their cost structure by both customers and service providers . all departments (inculcating demand forecasting practices). lLoss of Control: Since day-to-day resource decisions and productivity information are not apparent to the customer. lLack of Standardization: Lack of common technology and operational business processes within customer organization limits service providers‟ ability to achieve standardization and associated cost effectiveness.right transaction.

Banking BPO 4.1 Most Common BPO Banking Services Sabeen Siddiqui Page 18 . Banking BPO Services & Solutions Perspective 4.

Banking BPO Sabeen Siddiqui Page 19 .

3 What you are actually buying…more Solutions in the future Sabeen Siddiqui Page 20 .Banking BPO 4.

Banking BPO 4.4 Full BPO Banking Solutions Overview Sabeen Siddiqui Page 21 .

5 Full BPO Service Overview Sabeen Siddiqui Page 22 .Banking BPO 4.

6 New Services in Evolution Sabeen Siddiqui Page 23 .Banking BPO 4.

7 Proposed Business Process Outsourcing Banking Services Sabeen Siddiqui Page 24 .Banking BPO 4.

Local Banking BPO Service Providers Company Accountancy Outsourcing Services Apvision Axact Axiom BAS Brain Storm C-3 Call Central Catcos Inc Cerebrum Technologies Datels International Digital Processing Systems eMed Technologies City Lahore Karachi Karachi Islamabad Rawalpindi Lahore Karachi Islamabad Karachi Karachi Rawalpindi Islamabad Lahore CC AC CC CC CC CC CC CC CC CC AC AC Services Offered (Abbreviation Key) DE DE DD MT AD MT MT DE HR Sabeen Siddiqui Page 25 .Banking BPO 5.

Banking BPO Ensign Communique Eplanet Communications Etilize Pakistan Geoconsult Global Contact Centre Hauka Information Transformation Services Jeem Solutions Katz Communications Medical Transcription Billing Company Mindbridge MPS Call Center NBA Computers Nortec Karachi Karachi Karachi Karachi Lahore Karachi Rawalpindi Karachi Lahore Islamabad Lahore Lahore Karachi Karachi Islamabad Lahore Karachi CC CC CC CC MT DE DD CC CC MT MT DE HR CC CC MT DE CP DD GC LT CC CC MT DE GC Ovex Technologies CC CP Sabeen Siddiqui Page 26 .

Banking BPO Post Amazers R2V Services Rapid Response RegTel Enterprises Sabri Niazi Technologies Sharp Image SKP Consulting Sybrid Karachi Islamabad Islamabad Lahore Islamabad Karachi Lahore Karachi Lahore Karachi Lahore Karachi Karachi Lahore Karachi Islamabad Lahore CC AC CC AC MT DE HR CP CC CC CC AD AC AD GC Systems AC DE DD Techno Beavers Tekbuzz Call Solutions Teknotronics AC MT DE CP DD The Resource Group (TRG) CC AC Touchstone Communications TransData CC CC Sabeen Siddiqui Page 27 .

Banking BPO Verticity Voxel Communications Web Dynamics Wireframe Interactive World Bridge Connect Karachi Islamabad Lahore Lahore Lahore Abbreviation Key CC AC MT AD DE Call Center Accountancy Medical Transcription Animation Development Data Entry HR CP DD GS LT HR Services Claims Processing Document Digitization GIS/CAD Legal Transcription CC AC CC AD AD HR Sabeen Siddiqui Page 28 .

Banking BPO 6. International Banking BPO Service Providers Sabeen Siddiqui Page 29 .

Banking BPO 6.1 Plethora of new global suppliers Sabeen Siddiqui Page 30 .

Banking BPO 6.2 Current and Future BPO Delivery Locations Sabeen Siddiqui Page 31 .

Banking BPO 7. Some of these processes are: » Administrative support » Customer relationship management » Document processes » Finance and accounting » Human resources and training » Intellectual property research and documentation » Legal services » Medical transcription » Payroll maintenance and other transaction processing » Product development » Publishing » Research and analysis » Sales and marketing (including telemarketing Sabeen Siddiqui Page 32 . Market Analysis BPO deals mainly with non-core processes of an organization.

MCB Bank Description: MCB is one of the leading banks of Pakistan with a deposit base of about Rs. 280 billion and total assets of around Rs. Europe and the America .Standard Chartered Bank Pakistan Description: Standard Chartered Bank provides personal and business banking services in Asia. the Middle East. The Bank has a customer base of approximately 4 million.000 branches and over 450 ATMs in the market. In August 2004 the Bank was restructured and the ownership was transferred to Ibrahim Group. Pakistan Banks Overview Personal Banking . Habib Metropolitan Bank Sabeen Siddiqui Page 33 .300 billion.Banking BPO 8. Africa. Allied Bank Limited Description: Established in Lahore in 1942 before independence. a nationwide distribution network of over 1. Allied Bank Limited is one of the largest bank in Pakistan with more than 700 Branches connected to an online network. UK. United Bank Limited Pakistan Description: With over 1400 domestic branches all over Pakistan and 19 overseas branches UBL is one of the largest banks in Pakistan.Your right partner for banking.

Sabeen Siddiqui Page 34 . HSBC's international network comprises over 9.500 offices in 85 countries and territories in Europe.Building. HBL Description: HBL has the largest domestic branch network with over 1.A. Bank Alfalah Limited Description: Bank Alfalah Limited was incorporated on June 21st.I. HSBC Bank Middle East Limited . with the registered office at B.Chundrigar.Banking BPO Description: Habib Metropolitan Bank Pakistan is a private bank operating in all major cities of Pakistan with primary focus on retail banking and trade finance. Askari Bank Description: Established in 1992. the Bank has a network of Two Hundred And Fifty Four branches in all the major cities of Pakistan and abroad fully automated and computerized and providing wide range of banking services.Pakistan Description: HSBC is one of the largest banking and financial services organisations in the world. 1992 as a public limited company under the Companies Ordinance 1984. The Bank is currently operating through 195 branches in 74 cities.400 branches and is present in 25 countries. the Americas. Karachi. the Asia-Pacific region. Askari is backed by the Pakistan Army Welfare Trust. the Middle East and Africa. I. Bank AL Habib Description: Presently.

Arif Habib Bank Ltd Description: AHBL is one of the fastest growing Commercial Banks of the country supported by the strong sponsorship of Arif Habib Group. Punjab. loans.0 Billion. NRI and commercial banking services from RBS Pakistan.Banking BPO RBS The Royal Bank of Scotland . NWFP. insurance.000 customers through a wide branch network of 224 branches. The branch network covers Sindh. investments.Pakistan Description: Personal banking. corporate and consumer banking customers. KASB Bank Limited Description: KASB Bank through its network of 73 branches in 21 major cities of Pakistan offers unique and innovative financial solutions to a large portfolio of investment. JS Bank Limited Sabeen Siddiqui Page 35 . NIB bank provides services to more than 675. It is one of the fastest growing banks in Pakistan.0 Billion and Paid-up Share Capital of 5. The Bank has an Authorized Share Capital of 6. The Bank has been assigned medium to long term entity rating by PACRA of A (Single A) and short term rating of A1 (Single A One). credit cards. The Bank has a network of 38 Branches/Sub Branches. The Bank plans to open further offices to better cover all four provinces within a short time span. Balochistan and Azad Jammu and Kashmir. NIB Bank Description: The 7th largest bank in Pakistan branch wise. wealth management.

formerly Crescent Commercial Bank Limited is a majority owned subsidiary of Samba Financial Group of Saudi Arabia. Soneri Bank Limited Description: Opened doors for operations in Lahore on April 16.1992 followed by Karachi branch on May 09. Samba Description: Samba Bank Limited. regulators and partners. Presently JS Bank has laid its footprint across metropolises of Pakistan with plans to expand its outreach with more branches nationwide this year. our institutional sponsors Nomura. Our vision is to become a household name in Pakistan by winning customer business through high quality services and innovative products. 1992. Silk bank Description: Silkbank stands for reliability. which will remain our guiding principle to cultivate trust and transparency with our customers. IFC and Bank Muscat provide us with strong financial backing and a framework of good corporate governance.. which is one of Pakistan’s most diversified and progressive financial service groups. The Bank of Punjab Sabeen Siddiqui Page 36 .Banking BPO Description: JS Bank Limited is a subsidiary of the JS Group. The bank now operates with 131 Branches spread all over Pakistan including the Northern Areas of the country where no other private bank has ventured so far.

Atlas Bank Limited Description: Operating through a growing network of branches across Pakistan.756 billion. Citibank Pakistan Description: Citibank Pakistan has demonstrated its ability to identify market needs and develop products which are unique in concept and fulfill customer requirements. Equity PKR 5.303 billion. The Bank provides alltypes of banking services.The Bank of Punjab is working as a scheduled commercial bank with its network of 272 branches at all major business centres in the country.069 billion. providing banking convenience. in pursuance of The Bank of Punjab Act 1989 and was given the status of scheduled bank in 1994. The Paid up Capital of the Bank is PKR 5. especially for those on the move. Barclays Pakistan Description: Barclays in the Pakistan offer a full range of banking services to individuals and corporations. It operates with over 80 branches network all over Pakistan. My bank Description: Mybank Limited was incorporated in 1992 as a Commercial bank. the entire retail network is real-time online.Banking BPO Description: Established in 1989.Total Assets PKR 38. Sabeen Siddiqui Page 37 .

1 Pakistan BPO Market Overview Sabeen Siddiqui Page 38 .Banking BPO 8.

Visa.PoS etc) Sabeen Siddiqui Page 39 . has chosen to implement a wide range of Oracle Solutions such as Oracle Database. Savings and Term Deposits) ♦ Limits and Collateral Management ♦ Consumer Lending ♦ Local Payments and Collections ♦ Fixed Asset Management ♦ Retail Branch ♦ TradeFinance (LCs & LGs) ♦ Bills and Collections ♦ Treasury: o Money Markets o OTC Options o Foreign Exchange o Securities ♦ Islamic Banking ♦ Internet and Mobile Banking ♦ FLEXCUBE XML Interface (For interfacing with Channels likeATM. The project aims to modernize its IT architecture to improve banking operations.Banking BPO 8. business efficiency and customer service. one of the fastest growing domestic banks in Pakistan.2 Banks-Market Overview Askari Bank Limited. The specific modules of FLEXCUBE selected for implementation include: ♦ Core ♦ CASA (Current. Oracle Fusion Middleware and Oracle Applications including Oracle FLEXCUBE (core banking system) Oracle Reveleus (risk management system.

The Bank will be implementing the full suite of the latest version of SYMBOLS Version 8.Banking BPO Oracle is Askari Bank‟s key business partner in this significant effort. "On the technology front. Oracle Fusion Middleware products like Oracle SOA Suite and Oracle Application Adapter will enable Askari Bank to seamlessly integrate all its business applications. while SYMBOLS Enterprise Operations Center will serve as its core banking transaction processing engine. Data Masking and Audit Vault will provide data Security to address auditing & compliance guidelines. Oracle Database Options like Oracle Database Vault. MCB. On the middleware layer. Mr. and relationship development and better management of risk at the customer level. Muslim Commercial Bank largest private bank in Pakistan and System Access. Advanced Security. a leading global universal banking solutions provider. Muslim Commercial Bank will run SYMBOLS eFinance modules to deliver personalised services to its customers over multiple delivery channels. Commenting on the business benefits.retaining its market leadership as Pakistan's progressive Bank. Commercial and Consumer Banking . PeopleSoft HRMS (for human capital management) . we are impressed with SYMBOLS's multi-tier architecture.000 branch network and growing online services." Sabeen Siddiqui Page 40 . Ali Munir. On the database side. Senior Executive Vice President. SYMBOLS application architecture is centered around a customer relationship management foundation that facilitates customer knowledge. with a consistent dialogue between our customers and the Bank across multiple service delivery points.Oracle E-Business Suite Financials and Oracle Maximum Availability Architecture as well for their growing business demands.a critical consideration in meeting the real-time needs of our extensive ATM network. It gives us the scalability for future growth . The adoption of Java-based technology also provides an added advantage for easy integration of our legacy systems" says Mr. Muslim Commercial Bank aims to raise the level of its customer service and its time to market in new product offerings for its three core banking businesses in Corporate. It will also assist the bank to reduce the time taken to introduce new schemes or products and reduce cost of manual integration within various business functions Other business applications to be implemented by Askari Bank include Oracle Siebel Customer Relationship Management. are pleased to announce the signing of agreements to select SYMBOLS to run the bank's business operations. "The customer centric nature of SYMBOLS allows us to enjoy a complete 360-degree view of our customers' interaction profile across the Bank. over 1. interaction. Ali Munir says. By implementing SYMBOLS.

SYMBOLS has again proved itself to satisfy every aspect of technology and functionality as a true universal banking solution. one of the leading financial institutions in Pakistan." comments Mr. has deployed SunGard‟s Ambit Retail Banking and Ambit Islamic Banking solutions across its network of over 1. Citibank has primarily maintained the lead by introducing new services to its portfolio of cards offerings. MCB Bank uses the combination of the two solutions as the core system to support its business. Ramesh Nava. System Access. The Ambit Core Banking solution is an end-to-end. scalable system that addresses both speed-to-market for new products and services with excellent customer service levels across the bank in real-time. Asia-Pacific Operations. Citibank launched Credit Cards in the Pakistani Market and still is the leading provider of this service.Banking BPO "Muslim Commercial Bank requires a proven. The nineties were the decade of dominance for Citibank on the banking landscape of Pakistan and this trend continues. The Ambit Islamic Banking solution helps MCB Bank support a wide range of Islamic banking contracts on a scalable. client-centric banking platform. Citibank Pakistan has remained one of the leading multi national banks operational in Pakistan. Sabeen Siddiqui Page 41 . integrated retail banking platform that consolidates multiple applications and helps reduce IT overheads. These solutions will help the bank strengthen client relationships while increasing operational efficiency. Senior Vice President. training and support to Muslim Commercial Bank. MCB Bank Limited.100 branches. System Access will provide implementation.

It has an extensive network of over 1425 branches in Pakistan and 55 international branches. from Upstream Services includes Market Research. Si3 offers full services range within the electronic commerce project life-cycle. This initiative brought Pakistan on the global Ecommerce map and gave the power to Pakistani businesses to transact credit cards online. Si3's focus on end-to-end solutions. Habib Bank has maintained its technological objective and implemented a reliable and scalable solution to manage one of Pakistan‟s highest EFT transaction volumes. Challenge _ Replace HBL‟s in-house developed distributed core banking system MOBS. with a centralized banking solution MISYS. With TPS EFT solution. when HBL decided on acquiring TPS‟ technology to fuel its self service banking motion. helps emerging businesses to transform into ebusinesses Habib Bank Limited (commonly referred to as „Habib Bank‟) is the largest bank in Pakistan and a thoroughly established banking chain throughout the world. with one of the largest ATM network in Pakistan. and Internet Surveys through creative Development Process to Downstream Services.Banking BPO Project Description Si3's ECXS Payment gateway is a services offering for Virtual acquiring of VISA/MasterCard for Citibank. from design and implementation to operational support. Sabeen Siddiqui Page 42 . Technology partnership between TPS and HBL was established in 1998. This laid the basic foundation of Habib Bank‟s self service banking initiative. Feasibility Reports. TPS assisted Habib Bank in integrating its distributed branch network of over 1400 branches and in rolling out its multi-vendor ATM network together with 1LINK shared switch connectivity.

Banking BPO _ Maintain continuity of the bank‟s ebanking and existing alternate delivery channels without data duplication or corruption. to its processing platform. HBL‟s ebanking features and services are as follows: • Authorization Interfaces • Banking Application • 1LINK • 1LINK VISA • CTL Online Channel Services • ATM • Banking • Mobile Banking Sabeen Siddiqui Page 43 . Result _ The migration from a distributed to a centralized core banking application was performed and all the branches were migrated successfully and smoothly in a span of 2 years. Habib Bank has always been initiating innovative and exciting services for it selfservice banking customers.T Phoenix system gives HBL the The Phoenix system gives HBL the flexibility to add emerging technologies. such as smartcards.

3 8.Banking BPO Age8.3 Pakistan Banks News Update Sabeen Siddiqui Page 44 .

BASSX and BASSX2 Acute Softwares Allshare Banking Solutions Alnova Financial Solutions Antegra EasyBankCore co-operative banking system Allshare Retail Bank Solution (Quaestor). Private Bank Solution (Bank/View). Alnova Jetbank Antegra Bi banking system. e-Banking Altamira.Arango Software International Automated Systems Inc (ASI) AutoSoft Dynamics (ASD) Avaloq BEAM Core (formerly Aurius). wfs ABANKS (AB@NKS) core banking Insite Banking System (US) AutoBANKER II and AutoIBANKER Avaloq Banking System Sabeen Siddiqui Page 45 . Alnova 'A la Carte'.Banking BPO 8.4 Core Banking BPO Vendors A NovoDoba core banking Abit Bankcore . Sword BEAM. Bi Card. SEPA Direct Debit APAK ASI .

CFT-Retail banking solution RFS core banking + Horizon CRM. macrobank ru CFT-Bank core system. Celeriti.4 core banking | BRAINS 2000 branch system retail banking COBIS Core Banking | COBIS UBS (universal banking solution) (Latin American solution) Hogan.Banking BPO B BankVison Software Bantotal by De Larrobla & Asociados (DL&A) Core BankVision Bantotal Nucleo Bavaria Banken Software IBP International Banking Package BML Istisharat ICBS C Callatay & Wouters Canopus Software Laboratory CFT | Center of Financial Technologies CGI (Canadian group) Thaler macrobank4 core banking software. Cams II. Delinquency Management System Chordiant TC/4 Total Concept . K3000 Chordiant CMC Limited (TCS Group) Cobiscorp | formerly Macosa SA and MicroBanx Systems Computer Sciences Corporation Sabeen Siddiqui Page 46 . CSC/IBS. Loan Origination System.

Horizon ACBS (Advanced Commercial Banking System).formerly Dynasty Financial Solutions | dfs C-Logix core banking (formerly SIBAC).Banking BPO Craft Silicon Craft Silicon . Sabeen Siddiqui Page 47 . Mobile). Sanchez Profile. M2 Finance Technology IBBA taken into IBM Belgium Financial Objects activebank.Bankers Realm (BR) Olympic E ERI Bancaire Olympic F FANAP Fanap. Islamic Banking Fern Software Abacus OneWorld. Kordoba. Telephone. Alltel Systematics. Retail Banking. Modern Banking (Internet. IBIS/S2 FinLogix .Core Banking. Focus SQL. BLogix modular banking. D-Logix direct banking Finnova AG Bankware finnova FIS | Fidelity National Information Services (FNIS) Corebank. Payment Switch.

AchidBanker microfinance system Phoenix Software | PhoenixEFE business software platform for banks and credit unions H Harland Financial Solutions Sabeen Siddiqui Page 48 . Metavante FISA Group | FISA Systems FISA-System (MODUS) Fiserv CBS ICBS | Signature by Fiserv. Catapult | Premier. Acumen Flora Bank conventional and Islamic core banking UBS and Branch retail banking Flora Systems FORBIS FORPOST.Banking BPO ALLprofits. CBS. MiSER. Basys / Metabank. FORPOST*Internet Banking FORS Banking Systems (FORS-BS) FPT Information System (FPT-IS) Va-Bank automated banking system FPT.SmartBank G GrapeCity Mongolia GrapeBank core banking | GrapeCity complete banking solution. BancPac.

Banking BPO HCL Infosystems HCL BancMate CBS core banking solution ICS .NET (i-Financial). Quantis core banking platform.International I Computer Systems (London) Ltd BANKS IDSSPL (Info Dynamic) IDSSPL Core Banking software .Bank (formerly Criterion Banking Software) Intertech inter-Next integrated banking platform | inter-Face core banking. Intertech Islamic banking solution Sabeen Siddiqui Page 49 . Dynamic Creditsoft.Dynamic Banksoft. Dynamic CBS Infopro ICBA Infosys Technologies Finacle Infrasoft Technologies (InfrasoftTech) OMNIEnterprise International Financial Systems Ltd | IFS BankWare. i.

LC50 Microloans microfinance. ITS Islamic Banking Solution Jack Henry Banking . LCBNK Server | CBK Coreone ISODEW ISYS Banking Software BEST Banking core solutions ITS . Core Director for US market J Jack Henry & Associates K KalSoft Vortex core banking KBS Solutions KBS Banking Kishware >> TOSAN Banco NEGIN core banking solution Kordoba GmbH KORDOBA Core24 Sabeen Siddiqui Page 50 . LC50 Lite.Banking BPO INTRACOM IT SERVICES Profits (Intrasoft) LC50 BankSuite | community/social bank solution. CIF 20/20.SilverLake.International Turnkey Systems ETHIX total banking solution | ITS Core Banking Solution (based on Phoenix).

Laser Twig for small branches Legando AG Legando private banking system Sabeen Siddiqui Page 51 .Banking BPO Laser Soft Infosystems L (LSI) | a Polaris Group company Laser Panacea core banking. Probanker CB (for co-operative banks).

whether hardware.Case Study BPO Banking Case Study I –ACCENTURE Cloud Computing in Banks Accenture defines cloud computing as the dynamic provisioning of IT capabilities. Characteristics of cloud services include the following: • • • • • Little or no capital investment required Variable pricing based on consumption. buyers “pay per use” Rapid acquisition and deployment Lower ongoing operating costs Programmable Sabeen Siddiqui Page 52 . Reference. software or services. from a third party over the network.Banking BPO 9.

private social networks can be developed to enable employees and partners to nurture innovation and the creative process. Automated and human-directed avatars can further extend the reach of the bank in terms of time. Gmail.e. Consider. In supporting such teaming. New corporate and customer-facing applications can then take advantage of the flexibility and speed the cloud can offer.  Consumer Cloud Computing The cloud also can help banks improve the ways customers access and use their products and services. collaboration technologies can provide a platform for application development.com contacts. a bank will be able to provide wholesale banking services outside of its core geography without having to create a presence in the new region by acquiring an established brand. which lets users pull in gadgets to check Salesforce.the cloud can offer banks in the future an alternate growth strategy—i. On a more immediate level. location and product expertise. Another example: Banks will be able team up with other parties (such as telcos and post offices) that can provide the “last mile” to consumers with whom t e banks have no existing relationship and who can be difficult to reach. which is growing in prominence and popularity by the day. a collaboration tool from software developer Atlassian.. advertise banking products and services and inform and engage customers. Accenture believes that many banking applications soon will be candidates for migration to the cloud and increasingly standard solutions will exist to help ease the legacy problem. while cloud-powered collaboration technologies can make it possible for banks to combine the knowledge of multiple experts across multiple branches to resolve customer issues. banks can use the cloud to more deeply engage their customers via social media.  Applications when you need them Many banks are currently hindered by their legacy IT. Google Calendar and other items. a smartphone application that allows a party of diners to instantly pay the portion of the bill for which they are responsible. The applications built for these cloud platforms can be used to enhance a bank‟s brand. reducing development costs. Sabeen Siddiqui Page 53 . What opportunities does the Cloud create for banks beyond cost savings?  Building a Frictionless and Flexible Ecosystem Cloud computing‟s most compelling use case for banks likely will be in the way innovative services can be created. The cloud gives banks an opportunity to break apart their own value chain— be it credit approval or back-office fulfillment. for example. In addition.Banking BPO 1. As well as being a key channel for banks to reach their customer bases in different ways. now supports the OpenSocial tool. Applications built using this enterprise social software are already available: Confluence.

from financial resources and technical talent to programs that develop the skills and share the experiences of people engaged in cloud projects. Making the move to the cloud Accenture believes the critical issue is not so much whether cloud computing will become a fundamental technology in the next decade. Increasingly. • Establish a clear governance structure for cloud computing. 2. Part of this value comes from the fact that. planning and follow-up they require. Microsoft or Google. as well as their ability to improve functionality and service levels and integrate data across different technology platforms and cloud services. deliverables and desired benefits are well understood. bank executives should consider the following guidelines: • Ask hard questions and demand data-based analyses regarding cost savings from the cloud. To increase their chances for success. via the cloud. but also projected into the future—much more quickly. integrating and storing vast amounts of data for analysis. • Make sure goals. • Keep cloud efforts on track by giving them the focused thinking. services and customer experiences. In fact. driven by the desire to understand risk and respond to regulatory pressures. Visa reportedly has cut the time it takes to build a fully functional model from one month to around 13 minutes. enabling banks to personalize their products. Visa currently is conducting a trial with Hadoop (free cloud-based software) to analyze 73 billion transactions to build fraud models. it is also seen as a way to facilitate growth. and projects are well aligned with business needs. By switching from in-house processing to Hadoop. carefully consider their financial stability. • Provide the necessary support. • Understand the condition and scope of your entire application portfolio and create a prioritized list of what should go into the cloud and when. Cloud computing has the potential to render such shortcomings obsolete. efficiently and cost-effectively. It enables banks to churn through vast amounts of data and decipher patterns and anomalies—not only in the past. Yet many banks still lack mature analytical capabilities. banks can lease computing power as they need it from Amazon Web Services.Banking BPO  Analytics redux Analytics is a key focus for many banks at present. or turn to vendors that have built analytics applications on these platforms. but rather how banks can profit from the promise and capabilities it offers. whether it‟s because they lack appropriate tools or have difficulty sharing. • When selecting cloud providers. Sabeen Siddiqui Page 54 .

cloud computing within the next three years will be the reality of how business is done. More journey than destination At its most basic. cloud computing can offer banks myriad opportunities to improve dramatically how they attract. banks must rely on critical facts to guide their way: where savings will come from. services and channels and deliver high performance across them all. cloud computing can reduce IT infrastructure costs for banks significantly. banks should not fly blindly into the cloud without properly understanding the risks and how those risks can be navigated successfully. But in the broader picture. how investment return will be measured.Banking BPO 3. The high performers will be the ones taking full advantage. Sabeen Siddiqui Page 55 . greater competitive flexibility and the ability to develop innovative new products. retain and service customers and expand the markets they serve. In particular. those banks that embrace it and execute effectively stand to gain lasting benefits: lower costs. what is expected of internal teams and vendors and what specific measures will guarantee security and long-term success. While banking may be behind other industries in its move to the cloud. What once seemed an ethereal concept. However.

Banking BPO 4. Cloud Computing Model Sabeen Siddiqui Page 56 .

These provide a rich future roadmap for existing customers and accelerate the build out of functionality through a consolidation of development effort around BankFusion. configure. Existing solutions will use components from theBankFusion Business Solutions library that provide them with a rich roadmap of enhancements into the future. an application development and runtime framework that provides capabilities to build. It is live at two customers. and recently challenged and beat tough competition in winning a new name client at Actinver in Mexico.Banking BPO Reference. a set of financial components shared across the Misys portfolio. and deploy BankFusion Solutions across multiple computing platforms using Java technologies. Misys will build on the benefits and techniques gained from the Renovation of Misys products to offer services based on the BankFusion Business Solutions library to Misys Partners and customers. integrate.Case Study BPO Banking Case Study II –MISYS BankFusion is a family of software components that Misys is using to deliver a new generation of solutions for financial services. starting with Equation and Midas. It is underpinned by the BankFusion Platform. following are the principal elements of the BankFusion Strategy: Universal Banking This is the next generation Misys core banking system that is based entirely on BankFusion technology. This been completed for Equation. are being enhanced with functionality built using BankFusion. Sabeen Siddiqui Page 57 . Shared Developments Misys has created a BankFusion Business Solutions library. Renovation Existing Misys solutions. and a BankFusion Midas solution is underway for delivery in Q4 2010.

Sabeen Siddiqui Page 58 .Banking BPO Industry Platform Misys will provide Independent Software Vendors with a platform and pre-built financial components to build solutions for the financial services industry.

Banking BPO 10. Land Escape BPO Banking Sabeen Siddiqui Page 59 .