People matters How to effectively manage talents and customers? Michael Zhang Industry Principal, Financial Services

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1 People matters How to effectively manage talents and customers? Michael Zhang Industry Principal, Financial Services

2 Today s challenges for Financial Institutions Business Model Restructuring Diversification New competitors Merge & Acquisition Globalization Operational Cost & Complexity Complex IT landscape High labor cost Difficult to keep best employees Hindered succession planning Digital pressure FINTECH Social network Mobile device Regulatory & Compliance Regulatory policies Auditing requirements Information disclosure Employee compliance 2

3 Effectively managing people is the key for financial institutions to succeed Business Model Restructuring Diversification New competitors Merge & Acquisition Globalization Customer Operational Cost & Complexity Complex IT landscape High labor cost Difficult to keep best employees Hindered succession planning Digital pressure FINTECH Social network Mobile device Employee Regulatory & Compliance Regulatory policies Auditing requirements Information disclosure Employee compliance 3

4 Typical reasons why CRM project failed Built for executive not for front line sales Decentralized and inconsistent customer information Lack of collaboration causes poor customer experience and revenue leakage Often focuses on new deals but neglects long term customer relationship, and in turn loses recurring revenue KPIs and incentives are inappropriate, misplaced, or not transparent CRM applications are inflexible to adapt process changes Balance between knowledge sharing and information protection 4

5 SAP is helping financial institutions to transform CRM to benefit both executives and sales Offer products & services across customer life-cycle Match Confirm Proposal Decision information anywhere, anytime Match resource with opportunities Demand Supply Discover 360 view of customer Sign Opportu nities Projects Delivery External partners Long term service Delivery Streamline processes Collaboration and sharing Elevating productivity 客户 提出金融需求 MD 销售计划 新客户? 否 确认销售机会 是 线索转为商机 销售过程管理 承揽 承揽 主动联络目标客户 客户是 录入客户信息 录入销售线索线索 商机否 归档 安排承做团队承做 产品价格签署财务顾问合同 合约客户签约项目 Sales Delivery 承做 现场负责人 行业分析师 会计师 律师 评估销售线索提供备选产品 设计新三板承做方案完善客户信息 初步尽职调查 项目执行持续服务 3 rd parties 5

6 With SAP Cloud for Customers, a fast growing investment bank is modernizing customer management platform Centralized product information Catalogue of product and services Centralized managed pricing Holistic view of purchase history Cross selling recommendation Match Confirm Proposal E2E customer engagement Sale Manage campaign and leads Leads convert to opportunity Discover 360 view of customer Sign Contract preparation and signing Fulfill Manage project execution Manager delivery performance Centralized maintained customer information Single truth of customer master data Holistic view of engagement history Relationship among customers Long term service Delivery Continuous services Provide services Maintain customer information Identify cross selling opportunities Information of sale team 6

7 Challenges of managing talent, the most valuable asset and core competency in financial services industry How to align individuals objectives with corporate goals? How to manage workforce capability and capacity to support growth? Employment cycle management, from recruiting to exit Engaging different generation of employees Compliance with local regulatory How to support merge, acquisition, and globalization? Invest on innovation rather than maintaining existing HR application 7

8 By implementing SAP SuccessFactors, a leading China investment bank is transforming their talent management Phase 1 Phase 2 Phase 3 To-be vision Employee central On boarding Recruitment Performance management Promotion management Head count budget Analytic Enhancement 3. Comprehensive human capital management 2. Comprehensive human capital development 1. Foundation As-is situation 8

9 Many leading financial institutions chosen SAP SuccessFactors to manage employee Recognized HCM market leader Most comprehensive integration out of the box The most comprehensive world class HCM solution Global footprint with local compliance Fastest time to value and lower TCO SAP and SuccessFactors combined 40+ years of HCM experience Success is measured in user adoption and speed to value 18 of the past 18 industry analyst reports rank SuccessFactors as a Leader across all strategic HR functions 9

10 To summarize, customer management and employee management are connected, and is the key for financial institution Generate value Optimize workforce Opportunities Leads Engagement processes Workforce planning Recruiting On-boarding Performance management On-boarding Customer Employee Services Cross selling IT system Retaining Development 10

11 Thank you Contact information: Michael Zhang Industry Value Engineer, FSI