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Converting complaints to customer experience - A framework to redefine the bank’s complaints management process

Customer complaints can be considered as a potential catalyst to revamp the complaints management process. Complaints handling represents a valuable opportunity for banks to rebuild and enhance their relationships...

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Improved compliance management in banks through cognitive analysis

Greater emphasis on regulations and compliance is driving banks and financial institutions to invest in tools and technologies for better management. Regulatory requirement ...

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Social media analytics — personalize product and service offerings

Historically, banks have relied on personal bankers / relationship managers to bring in the ‘personalization’ element. However, this model was not scalable for retail customers, which compelled banks to rely on...

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MiFID II and the world of flash trading

The whitepaper discusses Market in Financial Instruments Directive II (MiFID II), high- frequency trading (HFT), and other trading strategies, given the backdrop of alleged market abuse. Flash trading or HFT refers to a trading...

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Comprehensive Capital Analysis and Review (CCAR) CFO attestation – Recommended approach

Comprehensive Capital Analysis and Review or CCAR, as it is popularly known, is a regulatory framework that the Federal Reserve (Fed) introduced in 2011 to ensure that large financial institutions have robust capital planning...

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Regulatory Reporting Reforms for Investment Management

Over the past few years, the investment management industry has seen several key changes characterized by new structures, a rapidly growing asset-base, and increasing complexity of the underlying portfolio. This evolution ...

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Understanding Operational Risk Management in Banking

Risk management has always been a complex function for banks. Operational risk has come to the forefront since 2001 when Basel II recognized it as a distinct class of risk outside credit and market risk. Though Basel committee proposed some approaches to measure operational risk, the level...

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Volcker's rule: Enactment and implications on the IT industry

In 2010, the Volcker’s Rule was passed to prevent large banks from engaging in speculative trading activities. The rationale is that while banks should support the economy by lending to consumers and businesses, they put their own solvency at risk, in turn...

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Can electronic bank account management help you in your digital journey?

Electronic Bank Account Management (eBAM) has made great strides since it was first introduced in the early 2000s. However, fast forward to today, more than 15 years since the idea was introduced, eBAM adoption rates remain much lower than expected. This is irrespective of it being...

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Robo-Advisors: The next big trend in Financial Advisory space

The service of providing financial and investment advice is undergoing a sea change. New FinTech start-ups are replacing human consultants with robo-advisors – automated, investment advisory platforms that ask questions and provide financial advice (asset allocation, portfolio management, periodic rebalancing, etc.) based on algorithms....

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Digital-only banking - the next wave in banking

Surprisingly, even today, for most of us, the first picture that flashes in our minds when we think of our bank is that of a branch – its long queues, the paper work behind the deposit or withdrawal of cash, and so on. Banks run a high risk of losing customers if...

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Time to get a digital financial manager

Today, retailers and manufacturers throughout the year offer irresistible deals and discounts. This makes it hard for the customer to choose the right products or services. Indulgence in these overwhelming offers usually lead to overspending, deficit budgets, and in some...

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Global consistency. Local reach.

Global consistency is the need of the hour, and banks today must evolve as trusted partners and advisors for clients. Banks can deliver an enriching client experience by locally...

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Leveraging 3-C philosophy for enhanced RoI from channels

During the shift from traditional banking to digitally enabled banking, the market, customers, and the environment as well, have kept evolving. Thus, the goal...

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Future of image technologies in financial services

Images are all-pervasive and all-powerful. The human brain takes cognizance of a multitude of things happening in its surroundings, using the visual medium. The inability to perceive and process information available through images has been a primary lacuna in computer technologies. While computers process data that is in the form of bits and bytes, the ...

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Why banks should embrace the utility model?

Due to the reduction in trade volumes, reducing returns, and economic downturn facing European banks, a significant number of our clients are...

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How banks can combat the challenges faced in their SMEs lending business

Small and medium-size business enterprises (SMEs) are vital for the economic growth and competitiveness of any country; hence supporting their financial needs is crucial. For banks too, SMEs form a key and loyal customer segment. Unfortunately, in spite ...

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Collateral management – changes in a post-crisis world

As the regulatory landscape continues to evolve, there is a surge in collateral requirements. In response, financial market participants are tweaking their existing collateral management systems to meet new...

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Optimally leveraging predictive analytics in wholesale banking: The why and how

Wholesale banks are beset with challenges such as evolving customer needs, increasing transaction volumes, and massive competition to name a few. Managing these challenges requires...

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Heralding next-generation banking with social media

Social media has evolved from being a collaboration platform to a necessity for most banks. It is of strategic importance for banks across its value chain. This paper covers the evolution of social media in banking, the social...

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OTC derivatives – from reform to reinvention

Over-the-counter (OTC) derivatives trading firms must transcend regulatory compliance and use it as an opportunity to streamline operations, reduce costs, and boost revenue. Firms must address business, operational, and technical...

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Does your data offer visibility into enterprise risks?

Basel III measures compel financial institutions to maintain more capital for mitigating a liquidity crisis. Banks must make changes in the way they operate, perform more calculations, and submit ...

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Implementing compliance program under the Volcker Rule – a practitioners perspective

The Volcker compliance program is driving compliance changes in several impacted banks today. This paper presents an overview of the program. It covers the challenges...

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Catalyst for financial inclusion – bank the unbanked with digital channels

The unbanked population is a sizeable market. Banks can reach out to the underprivileged sections of society by partnering with governments to make...

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Omni-channel banking: A win-win proposition

Digital consumers seek access to banking services anytime, anywhere. They initiate a transaction on a mobile or a tablet device and complete it on ...

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Revolutionizing financial advisory services with mobility

Studies forecast that by 2015, worldwide mobile payments will reach US$945 billion; mobile money transfers will reach US$114 billion; and the number...

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Relationship-based pricing in financial services

Even as financial enterprises struggle to retain existing customers, studies only reinforce this reality: attracting a new customer is 5 to 6 times more expensive than retaining an existing one. To retain customers and grow their profitability, enterprises must understand their consumer behaviors, analyze that data, and use the resulting insights to devise a relationship-based pricing strategy.

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Precision marketing for financial institutions

Banks are beginning to realize that ‘blanket’ marketing techniques no longer work – neither for their customers nor for the bank itself. Targeted, precision marketing founded on demographic and behavioral attributes is key to retaining, upselling and cross-selling to a customer.

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The cloud advantage in capital markets

In this paper, our experts make a compelling case for cloud adoption by capital markets firms. They trace the cloud computing journey, right from making a business case to the tangible business benefits you can expect to achieve.

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Impact of FATCA on client onboarding

This paper provides a detailed account on what it takes to achieve FATCA compliance. It includes a description of the IT and operational changes...

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Safe as a bank: Iris scan biometrics for secure data access

A security breach at a bank can result in unauthorized access to ‘top secret’ information. The sensitive nature of such information demands the highest level of security. Therefore, banks must ensure...

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Architecting the real-time enterprise: Real-time settlements

The present-day clearing and settlement takes about three days in the US and two days in India. These SLAs are fixed for business and technology reasons. However the benefits are not the same for ...

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Efficient Accounts Payable Process: A Challenge to Overcome

While there is a strong treasury focus on accounts receivable (A/R) to help meet the goal of effective cash management, a similar focus is needed on accounts payable (A/P). Several internal and external challenges must be dealt with to make...

Published with the permission of HSBC

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Strategy for Testing Merger of Banks

Testing the merger of two banks can be a challenging proposition for Quality Assurance (QA) teams. The impact, scale and complexity of the merger, all add to the challenge. A comprehensive test strategy ...

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