HCL won the award for 'Market Facing Innovation' at the NASSCOM Innovation Awards 2012

HCL was felicitated with the prestigious 'National Best of All Awards' on Economics of Quality at the QCI-DL Shah National Awards 2011

2012

TM HCL has been ranked in the 'Leaders Category' of IAOP's 2012 Global Outsourcing 100 Service Providers List

Global Services Media 2012 has named HCL a leader among Industry-specific, Niche BPO Vendors. HCL also named as a Leader in Specialty KPO and as a leading mid-tier FAO provider.

HCL Retail Banking

Shared Services

The banking industry is facing complex and dynamic challenges. The industry is aware of the need to implement change in

order to adapt to this era of declining revenue and lobby traffic. Nevertheless, only a few banks have understood that they have

to go beyond 'cosmetic' changes, such as redesigning the interior of their branches, and build efficiencies to deliver better

customer experience.

HCL believes that only a long-term transformation strategy will lay the groundwork for the future and drive excellence while

controlling costs, maximizing capacity and scalability. The transformation strategy will involve investments in core strengths

focusing on an area of expertise within product innovation, distribution and employing retail shared services as a utility model

to optimize operations.

HCL' s Retail Shared Services Utility model delivers common functions across Savings / Deposit, Cards & Retail Wealth

Management product lines in retail banking like mailroom operations, application processing, customer on boarding,

document management, account maintenance, customer service and default management services on a utility based model.

Customer Service

Collections & Recoveries KYC/ AML

Analytics & Business

Intelligence Reconcilliations

HCL BPO OPERATIONS

Credit Cards

Savings & Term Deposits Retail Wealth Management

Leveraging common HCL BPM Solutions (HCL TOSCANA/ HCL COBS) in the Utility Model

Retail Bank

HCL Retail Banking Utility Model

HCL Retail Shared Services

HCL's Retail Shared Services Utility model optimizes common processes and consolidates People, Process and

Infrastructure across retail banking product lines of Savings / Deposit, Cards & Retail Wealth Management to

deliver maximum cost benefits and operational efficiencies.

Credit Cards

Transaction Accounts

Savings & Term Deposits

Retail WealthManagement

MailroomOperations

ApplicationProcessing

AccountOn-boarding

Account Maintainence

HCL Enterprise Platforms(In-house/ Partner Platforms)

HCL Retail Shared Services Utility Model

HCL possess in-depth experience in

providing end-to-end services across

retail banking product lines and in

performing complex activities like

Underwriting, Dispute Resolution and

Chargebacks for Cards and Lending

products. Furthermore, Centers of

Excellence (CoE) in niches such as

Recoveries, Collections, Compliance

and Analytics further augment this

experience.

HCL's proprietary workflow solutions 'HCL TOSCANA' and 'HCL COBS' provides an efficient and cost effective enterprise

wide workflow solution to automate various processes of a bank.

The specialized Business Process Management (BPM) and the Document Management System (DMS) in HCL TOSCANA

provides innumerable benefits to HCL clients. Some of them are:

�Lower costs of operation

�High levels of customer service

�Possibilities of outsourcing low value processes

�Better & seamless statutory regulations compliance

�Leveraging client's legacy IT infrastructure

�Increase in process execution speed, productivity & better SLA compliance

�Increase in process visibility, accountability & performance tracking across Departments, Divisions & Partners

HCL TOSCANA and HCL COBS – HCL's Proprietary BPMS Solutions for Retail Banking Utility Model

KYC/ Anti-Money Laundering

Collections & Recoveries

Risk & Compliance

Customer Relationship Management

Knowledge Management

Data Remediation Services

Retail Banking Business Services

�Client / Account Acquisition�Account Opening�Document Processing�Account Maintenance

�Account Acquisition�Credit Appraisal�Customer Fulfillment�Application Processing

�Client On-boarding�Account Maintenance�Contribution�Withdrawals/Redemption

�Transaction Processing�Customer Service�Business Support

�Customer Services�Recovery Management�Charge backs and Settlements�Dispute Management

�Transfers IN/OUT�Rollovers/Switch�Reconcilliations�Settlement

CASA / Deposits

Cards

Retail Wealth Management

Value Added/ Shared Services

Segments

Area of Engagement: Fulfillment and servicing processes for the Savings/Deposits and Credit Cards products

Business Benefit:�40% cost reduction on lifecycle management

through innovative workflow driven multi-location delivery model

�Improved transactions handling capacity to over 10 m transactions p.a.

�Enabled client to rapidly launch new products �Reduced processing time & improved end

customer satisfaction �Expanded business scope by successfully

deploying HCL TOSCANA - BPMS solution and consistent delivery of end-to-end Savings / Deposits and Cards fulfillment functions has led to expansion of business scope across Mortgages and Current Accounts

HCL TOSCANA BPM Solution deployment integrates front office and back office operations and provides real time visibility across the operations to a leading European bank.

Client: A large bank in Ireland providing Deposits, Lending, Current A/Cs, Mortgage, and Credit Card & Private Banking services for over thirty years.

Seamless Delivery Through Platform

Dublin Fullfilmet Center - Ireland

Onshore Processing Center - UK

Customer�Post Office�Online �Direct Post�Contact Center

�Scanning�Cheque Processing�Cheque Lodgement�Gone Aways�Outbound Correspondence�Archieve Documents

Centre Of ExcellenceChennai & NoidaCOE 1�Cheque & Payment

Processing�Cheque Lodgement

COE 2 Sales�Account Opening�ROF & AML�Activation

COE 3�Maturities�General�R85�Notice Request�Signature MandateContact Center - NI

�Inbound / Outbound Calls�Create handoff tasks

BANK

�Deep domain expertise in retail banking product lines

�Platform agnostic BPM solutions for Retail Banking – ability to integrate and leverage client's existing IT systems/platform.

�HCL TOSCANA – BPM solution for end-to-end core banking & cards fulfillment functions

�HCL COBS for retail wealth management customer onboarding

�Enterprise wide platforms – Strategic partnership with Finzsoft to offer Sovereign – enterprise platform based BPO solution for Core Banking and Cards processing

�Platform based solutions for KYC / AML, Receivables Management and Banking Analytics

�Integrated Global Delivery Model - Location independent processing due to integration of people (skilled resources), process and technology (workflow / BPMS solution)

�Multi-channel operations support - Web, Email, Voice (Inbound and Outbound), Chat

�Dedicated Governance, Risk, Compliance CoE to meet & reduce the impact of regulatory changes on business operation

�Customized deal structuring and flexible pricing models enables speed of execution at a low investment point

�Capex to Opex cost structure for technology platform & enablers

�Operational Efficiencies & Productivity Improvements

�Process Standardization & Real time visibility of operations

HCL Business Services - Retail Banking Utility Model – Key Differentiators

HCL Retail Shared Services Utility Model-Key Engagement Snapshot

�HCL is currently handling end-to-end fulfillment functions for Savings, Deposits and Credit Cards for one of the leading

European banks. The client has been able to realize up to 40% cost reduction through innovative workflow and multi-

location delivery model driven by HCL TOSCANA.

�HCL handles Customer Support and Collections for a Fortune 500 Premier US Retailer offering Private Label Store

Card & Credit Card. The retailer has realized annual cost savings of USD 5 million across all processes. HCL through

sustained efficiency enhancements has delivered 25% cost reduction for email processing.