FirstBank FY'10 & Q1'11 Investor & Analyst Presentation
Financial
Review
Operating
Environment
Risk Mgt &
Corporate
Governance
Summary &
Strategy &
Transformation
Outlook
Highlights
Branch
Centralised Processing Centre: Setup
Strategic Delivery - Service Excellence
CPC & Branch Process Re-engineering: Full rollout of our centralised processing centre in
progress, with benefits being realised across multiple dimensions.
FirstBank
Since 1894
Branch
Branch
FirstContact
CPC
Branch
Growth
Customer
Satisfaction
Key Performance
Measures
Faster
implementation of
new
processes/process
changes
• Improved cycle
time
•
Reduced error
rates
Example results
•COT amendment
setup implementation
~65% reduction in
account opening cycle
time
10
~ 70% reduction in
salary processing time
Efficiency
• Lower fixed cost
Branch
Standardisation
per transaction
• Improved
compliance and
controls
• 70/30 noncore to core
staffing model
• Successful staff
redeployment (in
tandem with branch
restructuring exercise)
• 81% reduction in
regulatory exceptions
in CPC branches
• Account Opening: 47 branches (+25 in Q1)
•
Salary processing: 254 branches (+45 in Q1)
• Retail Loan Processing: 51 branches
FirstBank FY'10 & Q1'11 Investor & Analyst Presentation - 28/04/2011
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