Deloitte Shared Services, GBS & BPO Conference Focus 13: Danske Bank Creating real impact and change with Continuous Improvement by using it as a tool to work beyond the boundaries of shared services Rosita Vasilkeviciute, Danske Bank and Dorthe Keilberg, Deloitte 21-22 November 2017 Vienna, Austria
CREATING REAL IMPACT AND CHANGE WITH CI - BY USING IT AS A TOOL TO WORK BEYOND THE BOUNDARIES OF SHARED SERVICES Rosita Vasilkeviciute SVP, Group Operations Danske Bank November 2017
INTRO TO DANSKE BANK AND GSL 01
WE ARE A NORDIC UNIVERSAL BANK Danske Bank locat ions Home market Other markets Global Services Lithuania / GSL: 1300+ FTEs Established in 1871 3.5+ million customers 18000+ employees 15 countries Business Units: Personal Banking Business Banking Wealth Management Corporates & Institutions Service Centers: India Lithuania
4 YEARS OF GROWTH WHILE BUILDING COMPETENCIES AND ESTABLISHING GLOBAL TEAMS 1300+ professionals are part of various global teams across Danske Bank Group September 2012 2013 First back office tasks moved from Denmark Strong foundation built for Nordic Operations GSL FTE growth 1300 2014 Focus on LEAN, Quality, Customer Experience 1038 2015 From Service Centre to Global Teams 613 750 2016 November 2017 Significant deliveries out of Group IT Lithuania Rapid development and adoption of RPA, RDA & advanced analytics 30 341 2012 2013 2014 2015 2016 Today
Continuous f low GSL: CHANGING THE OPERATING MODEL IN DANSKE BANK CENTRALIZATION HARMONIZATION AND INTEGRATION OF SERVICES Custom work Front line Country based thinking Global functional mind-set Common work Local back office Routine work Centralized back office Straight-through processing Automation Local standards Customer service varies Common standards Deliver service as one collective unit
GSL: GENERATION Y EMPLOYEES ARE DRIVEN BY PURPOSE 28 yrs. age average 90% belong to Gen Y & Z 69% female 31% male 9 out of 10 have a university degree 37% with financial sector experience 21% All fluent in English 1 newcomer a day * Universum Survey (Danske Bank Group), 2016 December
CHANGING A BANK OF 150 YEARS 02
PRODUCT AND SERVICES INNOVATION AS ONE OF THE KEY ELEMENTS TO IMPROVED CUSTOMER EXPERIENCE 2010 As the first bank in Denmark and Finland, we launch mobile banking apps for smartphones 2013 We launch MobilePay in Denmark and Finland. It is the first app on both markets to offer mobile payments 2015 We launch online platform for growth companies in Denmark, Norway and Sweden 2015 We launch Sunday.dk, a new online home purchase platform 2015 We offer digital signing in our online channels 2016 WeShare app launched in Denmark, Norway, Finland and Sweden 2016 We offer customer and advisory services via chat 2016 Online investment solution aimed at making investments far more transparent and accessible 2017 We launch FinDash future digital interface for all BB and C&I customers 2017 New Pocket Money app introduced that helps parents and children in the Danish market keep track of children s money
THERE ARE MULTIPLE COMPONENTS WITHIN OUR ECOSYSTEM AND EMERGING TECHNOLOGIES THAT WE ENGAGE IN DANSKE BANK INNOVATIONS AND SCALABLE FUTURE DELIVERY SOLUTIONS People Competence Customers Global set-up IT Systems RPA, RDA eco-system Partnership Culture Regulations BU s
DANSKE BANK S APPROACH WHICH EMPOWERS EMPLOYEES, SUPPORTS INNOVATION AND FAST IMPLEMENTATION OF NEW IDEAS Disruptive Innovation Strategic change programs Continuous Improvement
DANSKE BANK S APPROACH WHICH EMPOWERS EMPLOYEES, SUPPORTS INNOVATION AND FAST IMPLEMENTATION OF NEW IDEAS Disruptive Innovation Strategic change programs Continuous Improvement
CI CULTURE SERVES AS BACKBONE FOR FUTURE INNOVATION RECOGNIZE & CELEBRATE SUCCESS CI A DAILY ROUTINE FOR EVERYONE, FROM DAY ONE LEADERSHIP PROCESS CONFIRMATION, GEMBAS, PDCA CYCLES VIRTUAL & PHYSICAL INFORMATION CENTRES ALWAYS UP-TO-DATE PROCESS DOCUMENTATION & STANDARDS
DANSKE BANK S APPROACH WHICH EMPOWERS EMPLOYEES, SUPPORTS INNOVATION AND FAST IMPLEMENTATION OF NEW IDEAS Disruptive Innovation Strategic change programs Continuous Improvement
OUR RPA JOURNEY Maintenance and monitoring team Project methodology, standards and QA CoE with 9 factories 2017 Nov Establishment of RPA CoE Jan Mar May Jul Sep Dec 2016 Sep Nov Continuous learning and improvement Exploration of RDA solutions 2015 Jul First robot was released RPA technology was introduced (de-centrally) The initial RPA results were being centrally evaluated
2015: SELECTING THE RIGHT APPROACH
2016: RPA AS THE OPPORTUNITY FOR EMPLOYEES GROWTH & UPSKILLING No. of robots in Danske Bank Group, 2016-2017 100 80 60 40 20 0 Jun Jul Aug Sept Oct Nov Dec Oct 2016 2016 2016 2016 2016 2016 2016 2017
2017: DEVELOPING SOLUTIONS TO CONSOLIDATE DATA FROM MULTIPLE SOURCES AND HANDLE UNSTRUCTURED DATA WITH THE HELP OF RDA AND AI SOLUTIONS 2016 2017 2017+ RPA (BluePrism) RDA (Pega Robotics) AI Solutions
DANSKE BANK S APPROACH WHICH EMPOWERS EMPLOYEES, SUPPORTS INNOVATION AND FAST IMPLEMENTATION OF NEW IDEAS Disruptive Innovation Strategic change programs Continuous Improvement
FK.326 INNOVATION ACCELERATOR WITH BIG AMBITIONS IN REVOLUTIONIZING THE WAY WE DELIVER TO OUR CUSTOMERS Continuous inflow of ideas Radical / innovative changes Success / learning stories Think big, start small, scale fast Burning desire Collaboration & co-creation Agile ways of working
MEASURING RESULTS AND CELEBRATING SUCCESS 03
BY ENGAGING PEOPLE IN ONGOING TRANSFORMATION, UP TO 20% OF GSL EMPLOYEES TIME IS SPENT ON INNOVATIVE PROJECTS AND DEVELOPMENT
FOCUS AND INVESTMENT INTO CI PAID OUT WITH REAL BUSINESS IMPACT AND ENABLED US TO WITNESS STRONG IMPROVEMENT RESULTS CUSTOMER ATTENTION All leaders complete customer journey trainings SIMPLICITY 25% reduction of physical printing and paper handling EFFICIENCY ~15% yearly productivity improvement TRAINING 8% of staff are trained and certified in LEAN GENERATING & IMPLEMENTING IDEAS 900+ improvement ideas generated, 450 implemented in 2016 IMPROVING THROUGH IT 35+ IT improvements completed & 40+ robots launched in 2016
NEVER FORGET TO CELEBRATE SUCCESS! ONE OF THE GREAT EXAMPLES: GO Awards (2016) in Group Operations 260 nominees (64% Lithuanian) 13 global winners (23% Lithuanian) 53 local winners (30% Lithuanian) 23
THANK YOU!