RISK MANAGEMENT SERVICES

OVERVIEW

AUDIT AND COMPLIANCE SERVICES

BACK OFFICE OPERATIONS

APPLICATIONS FOR RISK MANAGEMENT SERVICES

CASE STUDIES

OPERATIONS

The ultimate aim of every business is to achieve operational excellence by enhancing delivery, reducing costs, and increasing volumes. Centralized Operations Processing System (COPS) can provide the support required to achieve this with a judicious blend of operations and technology. Centillion has pioneered the efficient adoption of centralization, resulting in the effective use of skilled resources, elimination of non-value added activities, and automation and standardization of processes and procedures, resulting in reduced costs and increased and improved delivery.

A case in point is the Centurion Bank of Punjab—our first customer. The bank was preparing for growth, and operational excellence was one of their key focus areas. Armed with an array of innovative approaches and proprietary tools, Centillion engaged with and assisted the Centurion Bank of Punjab to grow 70% on the same cost base, and ultimately helped in business transformation. Some of the key metrics in this case included centralized key processes, establishment of local operations in 49 locations, two mergers in a span of 18 months, and 35 unique processes and initiatives transitioned within the same period of time. This is what C-SPEED (Centillion’s Strategic Partnership to Engage and Enhance Delivery) is all about. At Centillion, we use every interaction to understand client requirements and engage with cross-functional teams in the client’s organization to enhance delivery and take it to another level.

RISK MANAGEMENT SERVICES

OVERVIEW

AUDIT AND COMPLIANCE SERVICES

BACK OFFICE OPERATIONS

APPLICATIONS FOR RISK MANAGEMENT SERVICES

CASE STUDIES

OPERATIONS

The ultimate aim of every business is to achieve operational excellence by enhancing delivery, reducing costs, and increasing volumes. Centralized Operations Processing System (COPS) can provide the support required to achieve this with a judicious blend of operations and technology. Centillion has pioneered the efficient adoption of centralization, resulting in the effective use of skilled resources, elimination of non-value added activities, and automation and standardization of processes and procedures, resulting in reduced costs and increased and improved delivery.

A case in point is the Centurion Bank of Punjab—our first customer. The bank was preparing for growth, and operational excellence was one of their key focus areas. Armed with an array of innovative approaches and proprietary tools, Centillion engaged with and assisted the Centurion Bank of Punjab to grow 70% on the same cost base, and ultimately helped in business transformation. Some of the key metrics in this case included centralized key processes, establishment of local operations in 49 locations, two mergers in a span of 18 months, and 35 unique processes and initiatives transitioned within the same period of time. This is what C-SPEED (Centillion’s Strategic Partnership to Engage and Enhance Delivery) is all about. At Centillion, we use every interaction to understand client requirements and engage with cross-functional teams in the client’s organization to enhance delivery and take it to another level.

Document Verification Unit

Document Verification Unit

Centillion’s Document Verification Units (DVUs) are setup to verify all account opening forms and supporting documents for KYC correctness and completeness, and to submit them to the bank’s CPU for opening of new account.

The activities at the DVU include:

  • In-warding to check for discrepancy in the receipt of AOFs from banks branches.
  • Verification of KYC and supporting documents for correctness and completeness.
  • Entering the details of the AOFs received in a CRM tool.
  • Ensuring daily MIS and reporting, and customer query handling.

Having a pan-India presence, Centillion can setup DVUs and provide KYC trained manpower across India. Periodic KYC compliance trainings are conducted for the auditors to achieve 99+ percent accuracy in quality maintenance. Centillion provides stakeholders daily, weekly, and monthly MIS and detailed metric-based analytics. Centillion’s governance framework includes presentations and periodic internal and client reviews of the progress of the projects at all locations on a fortnightly/monthly basis.

Document Verification Unit Workflow

Document Verification Unit - Workflow

KYC Fulfillment

KYC Fulfillment

Centillion’s KYC fulfillment services places executives trained in KYC norms at the client organization’s branches for making tele-calls and for visiting customers to collect the required KYC documents.

The process involves tele-calls to customers, fixing appointments, making area-wise visits, collecting required KYC and supporting documents, and handing over collected documents to the CPU for processing. During these visits, the executives certify the photocopies given by the customers by comparing them with the originals, and in the process also verifying customer name, address, PAN card, photograph, and signature to ensure correctness and completeness of documents.

The collected KYC and supporting documents can also be scanned and uploaded to a centralized hub for storage and easy retrieval. The correctness and completeness of all documents can also be checked as per the master data provided by the organization. Any shortfall or mistake can be rectified by sending the documents back for necessary correction and re-transmission. The status of collection of documents from customers is updated on daily basis in the KYC monitor system.

Centillion provides daily MIS to track and report the number of cases that have become KYC compliant directly from the system. Reports on successful and unsuccessful tele-calls and visits can also be provided to stakeholders, if required.

 

KYC Fulfillment Workflow

KYC Fulfillment - Workflow

Consumer Finance Fulfillment Service

Consumer Finance Fulfillment Service

Centillion has developed a strong process-driven Consumer Finance Fulfillment System to help financial institutions go to market faster with a comprehensive loan plan for consumer durables, two and four wheelers, cars, commercial vehicles and other such products. Centillion’s Consumer Finance Fulfillment Services workflow has been designed to improve the quality and Turn-Around-Time of sourcing and disbursement of Consumer Finance loans. This image-based workflow is suited for all banks and NBFCs, can enhance customer delight in terms of quicker disbursement and product delivery, and ensure a high level of confidence for First Time Right (FTR) delivery.

Two Wheeler, Auto and Consumer Durables

The two wheeler, auto and consumer durable workflow captures origination, processing, and credit decision of all loans. The service offering includes scanning customer documents at dealer offices and integrating them with a document management system. This facilitates faster transmission of document images to a centralized hub to process the customer applications and subsequently arrive at smarter credit decisions and significantly reduce the Turn-Around-Time (TAT). The field teams can directly upload the document images to the CPC and are equipped to prepare a complete loan file (that is in conformance with the credit norms of the dealers, the KYC policies, and credit guidelines) and monitor the real-time status of the file.

CFFS Workflow

CFFS - Workflow

Scanning, Indexing & Staking Service

Scanning, Indexing & Staking Service

Centillion’s Scanning Service can provide end-to-end scanning services to digitize physical documents and the service includes the following

  • Provision of scanners and consumables for scanning and trained manpower to perform pre-scanning, scanning, and post scanning activities, indexing of required fields and metadata capture and upload the scanned images and data to a specified central storage unit where a domain-skilled central team can study the document images and ensure correctness and completeness of documents.
  • Undertaking of image enhancement activities like de-skew, de-spackle, cropping and cleaning of images to ensure the quality of scanned imaged is enhanced optimally and no documents are digitized more than once.
  • Dynamic, customized MIS/Dashboards/Reports on productivity and TAT are part of the service. Centillion monitors the progress and ensures the operations run smoothly without any hurdles and assures the seamless delivery via effective project management and governance.
  • This system can be deployed for several purposes such as the KYC fulfillment process, CASA sourcing process, loan sourcing process and any other processes where document images have to be transmitted to a centralized hub for faster processing.

Scanning Service Workflow

Scanning Service - Workflow

Vendor/Employee Payment

Vendor/Employee Payment

Vendor / Employee Payment, also referred to as Centralized Payment Processing System (CPPS), is critical to the success of any organization. With this in mind, Centillion has developed an end-to-end management software for the processing of all vendor payments, employee payments, and reimbursements. The tool also tracks TDS status and issuance of TDS certificates.

The tool contains updated lists of all employees, vendors, and freelancers. The software maintains a record of in-warding vouchers / invoices, checks for completeness and approval from various departmental and financial heads, checks upload of payments, provides cheque printing option and manages dispatch of cheque to the concerned parties.

The CPPS can track the pending status of invoices or vouchers at each stage, and provide several reports that show the approved, pending, and rejected status at each stage of every claim, payment, or reimbursement.

Customer Service

Customer Service

Customer Service is a critical factor in business success. Customer retention through loyalty is as important as new customer acquisitions. If a customer is dissatisfied with a service, it is very important to resolve the issue to the satisfaction of the customer. A satisfied customer is a good advertisement for any organization.

For managing customer service for our clients, Centillion offers email management and voice-based operations.

  • Managing email operations: Centillion provides competent, well-trained executives for tagging, categorizing, and assigning email IDs, and sending interim and final responses to customers within specified TAT.
  • Managing voice-based operations: Centillion provides voice support in English, Hindi, and other Indian languages, and deploys trained staff members who are proficient in handling calls from customers and managing client’s inbound voice calls, primarily for asset and liabilities products. Centillion provides daily MIS on productivity and TAT to stakeholders and monitors the quality of the service provided, maintains acceptable productivity levels, plans and distributes targets to teams, and provides suitable escalation matrix.