Featured Case Studies - The Bank of Tokyo-Mitsubishi UFJ, Ltd.

The Bank of Tokyo-Mitsubishi UFJ, Ltd is part of the Mitsubishi UFJ Financial Group (MUFG), the world’s largest finanical institution, measured by assets, and the world’s 5th largest financial institution, measured by market capitalisation. The Bank provides to its clients a comprehensive portfolio of financial services including commercial and investment banking, trust products and services and wealth management through a network of offices and agencies spanning over 40 countries.

Bank of Tokyo-Mitsubishi’s London-based operational hub, the European Operations Centre (EOC), deployed the Singularity Process Platform™ as part of a broad leadership initiative to improve business process performance across the Bank’s extensive European Office Network. Choosing the London and Paris Loan Ticketing processes for the initial implementation, the Bank now has greater Loan Ticketing capacity while operating on a lower cost base. The Bank’s representatives are equipped to make better decisions and to provide customers with more efficient and higher quality service. Increased levels of automation have reduced the opportunity for re-keying error and have improved data quality, lowered the incidence of ticketing issues and trimmed processing costs per ticket.

Following the initial London-Paris implementation the Bank looks to achieve further cost/income gains by extending its process improvement initiative across the European Office Network.

CHALLENGE

IMPROVING COST / INCOME RATIO
Doing more with less, by increasing revenue while simultaneously reducing costs, is the principle challenge of the Bank’s process improvement initiative. As customer expectations evolve and competitive pressures increase, a low cost/income ratio positions the Bank to grow more successfully.

END-TO-END PROCESSING
Loan Ticketing had been a highly manual process. The speed of loan decisions, the capacity of the Bank to process customer loan requests and the quality of loan records were determined by the flow of hand-written, paper tickets between Loan Officers in the different departments and geographies.

CUSTOMER SERVICE
Customers contacting the Bank by telephone expect a Loan decision immediately. To fulfil this expectation requires evaluating the Customer’s credit availability, recording details of the Customer’s loan request, and offering the latest-available market rates. To improve customer service the Bank needed to streamline and automate the loan decision process, adding velocity to workflow so that a Front Office Loan Officer could deliver a loan decision more quickly in that first customer phone call.

PROCESS & SYSTEM INTEGRATION
To ensure the integrity of customer, loan and financial data across the Bank the Loan Ticketing process needed to be integrated into the Bank’s other processes and systems, including core systems resident in the Japanese headquarters.

"Business process management is a crucial part of our drive to improve operational effectiveness across our entire operation. The Singularity Process Platform is an essential enabler of the process improvements that are vital to this project."

Trevor Beagrie
General Manager,
European Operations Centre,
The Bank of Tokyo-Mitsubishi UFJ, Ltd

"The Singularity Process Platform is a powerful tool for process improvement and automation and Singularity’s local assistance has helped us overcome project challenges as they arise."

Siew Ong – Project Executive
The Bank of Tokyo-Mitsubishi UFJ, Ltd