CIO Day and OPEX Banking & Finance Day

CIO Day and

Operational Excellence

Banking & Finance Day

Project “Bank van Morgen”

became

Artie Debidien

Director ICT & Operations

20 years HR Manager@Randstad Holding HR Manager@EMS Chiara/ICT Trainer IT Consultant@P&C Consulting IT System/Network Administrator Mainframe, Unix, OS2, NT4@Delta Lloyd Bank ICT Manager@Bank Labouchere ICT Manager@Dexia Bank Nederland ICT/Operations Manager@Toerkoop Reisburo Groep Sales Sr Account Executive, IT Advisory Large Corporate Accounts@Dell Nederland Sr Management Consultant@ConQuaestor Consulting Director ICT & Operations@Knab

40 years+

Results Through People

Leadership & People

Management

Result driven

WorkFORCE

WorkPLACE

Engaged Employees &

Culture of Excelence

Goals

Individual attention

Knowledgeable, energetic and ambitious people

Facilities, Resources & FUN!!!

DRIVE is between FEAR & BOREDOM

http://www.google.nl/url?sa=i&rct=j&q=18+with+22+years+experience&source=images&cd=&cad=rja&docid=qj5rf96WjEySmM&tbnid=PWpc2K2TAl3PfM:&ved=0CAUQjRw&url=http://hagi1971.blogspot.com/2011/03/something-happened-on-way-to-turning-40.html&ei=0B0CUbPIOaal0AXP2YHYDQ&bvm=bv.41524429,d.d2k&psig=AFQjCNHw4GWXtG1czKhoQCs_HX6qpGO8Pg&ust=1359179601313442

3

The road to Innovation

What desires, needs and demands do customers have?

1

What is viable in the banking

marketplace?

What is possible with

technology, processes and

smart operations?

3

2 3

Bank van Morgen Project

• - Full Service (Payments, Savings, Deposits, Investments, Asset Management) Bank started from scratch per Friday 1 October 2010

• - Started with 5 new employees & 3 founders

• - Go Live date 20 september 2012

• - Current headcount 70 employees

• - Available online 24/7

• - Service daily from 7 am till 22 pm

1. Real Customer interest & Pro active

2. Reinventing banking based on and build with customer insights

3. Transparent pricing

4. Full service bank

5. Makes use of advanced technology and efficient processes to add value t

6. Always and easy accessible; multi channel, easy to change mobile, web, virtual or real life face to face

7. Empower customers with the right tools and knowledge

8. Experience full control over their total finances

9. Excellent Service, beyond expectation

10. Making banking easy, even enjoyable!

Dream

Became

The

Story

1. The Right DNA

2. Turn things around.

3. Work as one team together with all your vendors.

GO LIVE from scratch full service bank within 2 yrs!

Learn from good to great philosophy! It is all about people & purpose without those a company is just a brick building.

10 Golden Rules we lived by and describes our internal vibe

BE THE CHANGE!

Best Practice to share Vision on Business Process Management

2. Processen

6. Werkinstructies

4. RASCI / Authorisatie Matrix

3. Risico Log

7. Procesimplementatie Evalueren & Monitoren

Analyse

Proces-ontwerp

Proces

implementatie 5. Managementinformatie

8.

Advies & Project Management

The BPM Working method

1. Proceshuis

2. Processen

6. Werkinstructies


3. Risico Log


Analyse

Proces-ontwerp

Procesi-mplementatie 5. Managementinformatie

8.


De BPM werkwijze The BPM Working method

1. Proceshuis Vaststellen van een logische indeling van procesdocumentatie, maken van koppelingen met:

1) Processenhuis

2) Totaal overzicht BvM processen

1. Proceshuis

6. Werkinstructies


3. Risico Log


Analyse

Proces-ontwerp


8.



1. Verkrijgen van relevante input (productspecificaties, beleidsdocumenten en

architectuur), vaststellen van requirements en uitgangspunten

2. 1e review / workshops op basis van een concept procesbeschrijving

3. Eerste uitwerking proceshandleiding (nog excl. RASCI, Risk log en MI)

2. Processen

Productspecificaties Beleidsdocumenten

Concept procesflow

+ requirements & uitgangspunten

1e review

Proceshandleiding (excl. RASCI, Risk Log en MI)

2. Processen

1. Proceshuis

6. Werkinstructies


7. Procesimplementatie

5. Managementinformatie

8.



1. Organiseren van een risk workshop

2. Opstellen van het risk log

3. Besluitvorming / implementatie van de mitigerende maatregelen

4. Centraliseren van de risk monitoring

# Proces Risico beschrijving

Soort risico

FIRM

Mogelijke

gevolgen Beheersmaatregel(en) Actiehouder Deadline Status

Werkstroom Product eigenaar

2 BSD Sparen Marcel Kalse Er w orden gelden gestort op de

spaarrekening terw ijl CDD proces

voor betaalrekening nog niet is

afgerond.

Integriteit-

risico

Storting zw art of

crimineel geld op

spaarrekening.

Blokkering betaalrekening tot het moment

dat CDD proces is afgerond. Bij niet-

identif icatie op RC volgt geen overboeking.

Actie opgenomen in ontw erp van

aanvraagfunnel

Rob Walg 15 juni 2011

(verankering en

goedkeuring opzet

proces +

opgenomen in

testscripts)

Open

7 BSD Sparen Marcel Kalse Schenken rente aan een goed

doel: Rente w ordt geschonken

aan goede doelen die in opspraak

raken of ongeautoriseerd zijn

toegevoegd aan de lijst met goede

doelen

Integriteit-

risico

Reputatieschade

bank

- screenen goede doelen adhv CBF

- procedure uitw erken voor opvoeren

goede doelen

- openlijk communiceren w elke richtlijnen

w orden gehanteerd om goede doelen op te

voeren

- Autoriseren mogelijkheid om lijst goede

doelen te w ijzigen

Daniel Ogertschnig 1 juli 2011

(oplevering

beleidsdocument +

proceshandleiding)

Open

3. Risico Log

2. Processen

1. Proceshuis

6. Werkinstructies



8.


De BPM werkwijze

3. Risico Log



1. Vaststellen van de proceseigenaar, taken en verantwoordelijkheden

2. Verwerken van eventuele beheersmaatregelen gebaseerd op de risk log

3. Na goedkeuring van de RASCI, vertaling naar functionele autorisatie matrix

4. Implementatie van de autorisatie matrix in de diverse systemen

2. Processen

1. Proceshuis

6. Werkinstructies



8.


De BPM werkwijze

3. Risico Log


• Opstellen van (high-level) requirements voor management informatie die nodig

is voor de beheersing en optimalisatie van de processen

• Gecategoriseerd naar type, frequentie en doelgroep

• Functioneel ontwerp volgt op de goedkeuring van de proceshandleiding


2. Processen

1. Proceshuis




8.


De BPM werkwijze

3. Risico Log


6. Werkinstructies

• De uitvoeren afdelingen stellen de werkinstructies zelf op

• BPM begeleid en bewaakt de kwaliteit, verstrekt input en faciliteert in de review

en goedkeuring van de werkinstructie

2. Processen

6. Werkinstructies

1. Proceshuis



8.


De BPM werkwijze

3. Risico Log


• Trainen van eindgebruikers

• Technische (Matrix) workflow; borging van de processen in diverse systemen

• Plannen van de periodieke evaluatie

• Implementeren van de mitigerende maatregelen

• Input test scripts

• Input voor cliënt output, FAQ en gebruikershandleidingen


2. Processen

6. Werkinstructies


3. Risico Log


Analyse

Proces-ontwerp


8.



1. Proceshuis

Together with 5 Key Partners and many others

Built the standing Organization from scratch, including training, working instructions and procedures

1

3rd July 2012 Q3 2011

Full Organization

Nothing

Built the standing scalable and flexible ICT Infrastructure from scratch, including IT security, contigency/disaster recovery

2

3rd March 2012 Q2 2011

ICT Infrastructure

Nothing

Accomplish Transition from project into Service Delivery modus, including E2E-alignment with partners on processes, governance and contracts

4 Project - modus

Service Delivery - modus

3rd April 2012 Q1 2011

Design and implement Functional STP Business, Supporting, Compliance and Regulatory processes into website, interaction layer, crm/midend layer and backend systems including external connections and data exchanges

3 Project - modus

Functional Systems and Straight Through Processing

15th June 2012 Q4 2010

4 sections Started from scratch to handover towards ourselves

The shi(f)t is never over …

Jan Feb March April May June July August Sep Oct Nov Dec

2010

2011

2012

Betalingsverkeer

vendorselectie

KA

omgeving

OTAP in beheer van ICT

EXTER

N LIVE

Contractstream Fase 2 (24 schedules, ITIL processen, RACI’s en 1 master service

agreement)

Knowledge Transfer & Steady State

Kick Off

Hoster OTAP bouw

SWAT

RFP

selectie

Hoster

RFP

Proces

Bedenken, beschrijven Knab ITIL processen Fit/Gap & inrichting ITIL

processen

Fit/Gap & inrichting ITIL processen

Externe verbindingen bouw & inrichting

Visie op BPM

Visie op ICT, Test &

Ops

Inrichting BPM & Test

visie

OTAP Technische opleveringen

Security & Performance

BSD Processen

Draaiboek en

Regieteams

INTERN

LIVE

O T A P

U-Turn ICT

Services

First DNB meeting

POC

End2End

Kick Off

Vendors

Contractstream Fase 1 (Core

Banking System & Frond End

vendors

1. Benefit from integration of systems and hardware

2. Be care free through outsourcing

3. Prevent bugs, fixes or incidents

4. Get over performance instead of under delivery

5. Get 100% availibility that you need to be connected?

6. Get secure systems and infrastructure?

7. Get your IT suppliers to shift service instead of boxes?

8. Be in control of your opex and capex?

9. Have predictable opex outlook?

10. Be as agile as the volatility of your business?

Are

u a

ble

to

so

lve

…

The known struggles

Obviously during the setup of Bank van Morgen we could not avoid known IT dilemmas. The way of working helped us to cope with these deep rooted sector problems. How to find customer centric IT vendors?

is born and turned 1!

Our vision on banking

1. All Dutch citizens will have a growing urgency for a

financial plan with at least a horizon of 5 years

2. Earning model and structure of banks will change

radically within short timeframe

3. Customers demand indepandancy from banks to gain

grip and control over their own finances

Knab

shares knowledge and

builds with and for

customers

23

Co-creation = Innovating together!

Open en fully shared and

prepared sessions on

business lines, customer

solutions and services.

Features are developed

through customer articulated

demands and needs.

Ideas are dropped if

customers do not benefit from

them.

http://youtu.be/mgl90MWuPkw

Co-creating online = Innovating together!

24

Uncensored

feedback of

customers. Visible

for other

customers, with

option to vote on

given feedback.

Knab Live

25

Online

seminars/webinars

Articles

Financial news

Video files on interest

evolutions in the

marketspace

Information sharing

Real approachable Knab

people.

Knab

tools & features for

customers financial

outlook and wellbeing

Overview of finances across banks

Alerts plotting individual

customers requirements.

Overview on savings, Assets

and Lendings across multiple

bank accounts.

Combined

income

customer

and partner

Combined

pension

Financial Dashboard & Scenario plotting

28

Scenario tabs

Knab

Pro activeness

Smart alerts....

Alerts plotting individual

customers requirements.

Smart Alerts you have plotted yourself

through setting requirements

Smart Alerts due to fiscal benefits, tips

and tricks

Smart Alerts due to changes in laws &

regulations

Smart Alerts to prevent fraud

Smart Alerts because of transactions in

payments and savings domains.

Knab Excellent Service

Excellent Service

32

• Service is the hart of the company

• Customer and service driven approach

is in the genes of the people

• No scripts, menus, time limits

• Only surprise is the under promiss and

over delivery

Nr 2 Dutch Consumers

Association

U decide on service, when, where and how

33

• Channel; – Online,

– phone,

– Email,

– Digital virtual office facility,

– Tekst chat,

– Twitter,

– Facebook,

– even Whatsapp)

• Almost any time (daily 7x16 hrs a day)

• Play back all customer interactions and given

information from your digital archive

• One financial assistant for all your questions

• What device you want to use

• Everyone is approachable and accountable

Are you being served…?

34

Financial Assistants are

ranked by customers on their

knowledge, value add and

level of service. This is

transparant for you in your

personal Knab space. Where

you will find all interactions

with Knab in sound and tekst

media files. In addition

customers add their own

attached files theirself in their

digital archive.

Financial Experts

Financial Experts are

ranked by customers on

their knowledge, value add

and level of service. This is

transparant for all

customers from Knab.

Feedback Please… Thank you for your attention and see you online!

CIO Day and OPEX Banking & Finance Day

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Transcript of CIO Day and OPEX Banking & Finance Day