Annual Report 2017

IDEAL RAPID

The IDEAL RAPID API helps verify and expedite customer payments and claims instantly.

Customers of global insurance firms such as AIG, Chubb and MSIG can now get their travel insurance claims verified and paid out instantly.

Treasury Prism

With Treasury Prism, the world’s first online treasury and cash management simulation tool, chief financial officers and corporate treasurers can manage and project their cash positions at the click of a button.

More than 200 corporate treasurers signed up to use the solution in the first four weeks of launch.

CYCLE

With the CYCLE tool, our wealth management relationship managers (RMs) have a full view of a customer’s life stage, investment patterns and lifestyle preferences at their fingertips. This has resulted in strong gains in RM productivity across all wealth segments.

Talent management

People are our greatest asset and we want them to have meaningful careers with us.

With this in mind, the human resources team uses predictive data analytics to proactively identify potential employee attrition so that their managers can provide the necessary career guidance.

@live app

Like other customer centres, ours suffered from high employee attrition and absenteeism. To address this, we worked with our customer service officers (CSOs) to develop an app that would enable them to bid for shifts, get instant feedback on their performance, and receive peer compliments.

Since the @live app was introduced, it has imbued the CSOs with a sense of belonging and purpose. Attrition and absenteeism rates have since dropped to one of the lowest among our industry peers.

The higher morale has resulted in a 23 times increase in customer compliments.

Audit

Through predictive data analytics, internal audit teams can now better monitor sales processes, trading activities and branch risk profiles. We also receive early warning of possible credit deterioration.

These insights have led to better risk management through timely alerts to senior management.