This document outlines the strategy and imperatives for centralizing retail banking operations. Centralization aims to standardize processes, improve productivity, mitigate risks, enhance service quality, optimize costs, and improve outsourcing capabilities. Key elements include establishing centralized processing locations, consolidating the supply chain, implementing documented standard operating procedures, and establishing metrics to measure performance across the centralized network. The goals are to do more with less, eliminate non-value-add activities, improve operational control, and create a consistent high-quality customer experience.

1. Retail Banking Operations Centralisation Strategy

3. Organisation Structure

4. Processing Location

5. Sourcing

6. Operational Control

7. Performance Measurement

8. Co-ordinate

9. Integrated Service Delivery

10. Process Engineering

11. Project Management

12. QualityElements of Operations Strategy

13. Essential Derivatives of Centralisation Standardised Processes Productivity Risk Mitigation Service Quality Enhancement Frontline Focus Integrated Supply Chain Cost Optimisation Outsourcing Capability

15. Documented SOPs with change management protocol

16. Common service experience across network

17. Segmented delivery standards

18. Reliability & Consistency in service delivery

19. Scalability in volume processingStandardised Processes Productivity Risk Mitigation Service Quality Enhancement Frontline Focus Integrated Supply Chain Cost Optimisation Outsourcing Capability

21. Do more with less

22. Engineered processes

23. Waste elimination

24. Eliminate non value-add activities / steps

25. Metrics driven performance management

26. Reduced organisational span of control

27. Capacity planning and utilisationStandardised Processes Productivity Risk Mitigation Service Quality Enhancement Frontline Focus Integrated Supply Chain Cost Optimisation Outsourcing Capability

29. KRIs at process hand-offs

30. Centralised OCRM

31. Integrate into Bank ORM strategy

32. Enhancedgovernance oversight

33. Consolidated Business Continuity Plan

34. E2E Process change managementStandardised Processes Productivity Risk Mitigation Service Quality Enhancement Frontline Focus Integrated Supply Chain Cost Optimisation Outsourcing Capability

36. Establish & measure Key Service Indicators

37. Speedy complaint resolution

38. Efficient complaint capture process

39. Critical mass allows specialised training

40. Service guarantee capabilities across all segmentsStandardised Processes Productivity Risk Mitigation Service Quality Enhancement Frontline Focus Integrated Supply Chain Cost Optimisation Outsourcing Capability

42. Branch focus on service & cross-sell

43. Speedier network expansion (branch setup)

44. Smoother product development and launch

45. Efficient systems UAT

46. Project prioritisation based on holistic viewStandardised Processes Productivity Risk Mitigation Service Quality Enhancement Frontline Focus Integrated Supply Chain Cost Optimisation Outsourcing Capability

48. Consolidated vendor management

49. Business partnerships with LOB

50. Alignment of production & sales centres

51. Transparency in product and service costs

52. Operations-driven product bundle offeringsStandardised Processes Productivity Risk Mitigation Service Quality Enhancement Frontline Focus Integrated Supply Chain Cost Optimisation Outsourcing Capability

54. Lower OpEx

55. Reduction in processing FTE

56. Fewer hand-offs & lower re-work levels

57. Economies of scale

58. Shared services

59. Network (branch) efficiencies

60. Reduced operational lossesStandardised Processes Productivity Risk Mitigation Service Quality Enhancement Frontline Focus Integrated Supply Chain Cost Optimisation Outsourcing Capability

62. Create universal “plug and play” infrastructure

63. Identify “true” savings of BPO option

64. Recognise risk-points in outsourcing model

65. Benchmarking standards for SLA with BPO

66. Potential in-sourcing capabilityStandardised Processes Productivity Risk Mitigation Service Quality Enhancement Frontline Focus Integrated Supply Chain Cost Optimisation Outsourcing Capability

68. CASA & Term

69. Assets Account Setup

70. Loans

71. Cards

72. Credit Lines

73. Accounts Maintenance

74. Credit Administration

75. Funds Movement

76. EFT

77. Clearing

78. Collections

79. Account Transfers

80. Operating Policies & Standardised Procedures

81. Operational Risk Management

82. Operational Control

83. Key Risk Indicators

84. Branch Control

85. CentOps Control

86. Pre- and post-audit remediation

87. Reconciliations

88. Business Continuity Management

89. Executive Management Information

90. Operational Excellence

91. Capacity & Structural Design

92. Productivity

93. Unit-based Costing

94. Project Management

95. Project Prioritisation

96. Business Partnerships

97. UAT (pan-bank)

98. Service Quality

99. Complaint Resolution

100. Root-cause Analysis

101. Service Orientation

102. Service Guarantee

104. Retail Bank Volumes “Every transaction is an opportunity to delight or a chance to disappoint; and thus to expand or extinguish trust.”

106. CASA & Term

107. Assets Account Setup

108. Loans

109. Cards

110. Credit Lines

111. Accounts Maintenance

112. Credit Administration

113. Funds Movement

114. EFT

115. Clearing

116. Collections

117. Account Transfers

118. Operating Policies & Standardised Procedures

119. Operational Risk Management

120. Operational Control

121. Key Risk Indicators

122. Branch Control

123. CentOps Control

124. Pre- and post-audit remediation

125. Reconciliations

126. Business Continuity Management

127. Executive Management Information

128. Operational Excellence

129. Capacity & Structural Design

130. Productivity

131. Unit-based Costing

132. Project Management

133. Project Prioritisation

134. Business Partnerships

135. UAT (pan-bank)

136. Service Quality

137. Complaint Resolution

138. Root-cause Analysis

139. Service Orientation

140. Service Guarantee

142. Centralisation Timeline Wave II Wave III

143. Thank you rajeevderoy@gmail.com