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Send to friendAligning and re-prioritising our business and information technology initiatives is a crucial element in Maybank’s transformation.
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“Our IT Transformation Programme will provide Maybank with a key advantage in driving business differentiation to surpass our competitors and provide superior customer experience.”
Geoffrey Stecyk |
Our IT Transformation Programme (ITTP) is the technology enabler for Maybank to achieve its strategic aspirations by providing an IT platform for it to achieve sustainable leading capability. The new platform encompasses system, process and control changes that support regional business transformation. Spanning five years, the programme provides tactical business solutions which align with the longer-term strategic business system replacements that will facilitate business differentiation and business flexibility.
Business and IT are collaborating in developing Maybank Essential Advantage - the ability to surpass our competitors and provide superior customer experience. Through a standardised regional technology platform, Maybank will benefit from Essential Advantage by delivering three core capabilities that will drive business differentiation, namely: Multi Channel Sales and Service, Integrated Customer Analytics, and Agile Product Manufacturing.
Launched in July 2010, the business transformation journey moved from initiation to implementation phase after establishing an Enterprise Architecture Implementation Roadmap in December 2010. As the target technology state for Maybank, the Enterprise Architecture covers Infrastructure & Technology, Information & Data, and Applications & Systems.
2011 is witnessing the Implementation phase of the journey, with the first half showing promising progress marked by the completion of the Tactical Business Enabler Programme.
The priorities of the Tactical Business Enabler Programme are to boost revenue, cut costs, and enhance customer experience. One key project delivered by the programme created a system that offers customers the convenience of a Master Foreign Currency Account (MFCA) which handles multiple currencies. In April 2011, some 20 projects were successfully delivered on time, within budget, signifying a major milestone.
Another significant achievement was the new Customer Relationship Management (CRM) system for Global Wholesale Banking (GWB) that went live in April 2011. Officially launched on 27 June, this tactical initiative provides GWB with a customer relationship management information tool to support the consistent management of GWB customer data. The system enables users, especially Customer Relationship Managers, to share information from initial customer contact right through to post-transaction customer support.
To serve the House of Maybank in the coming years, business and IT will deliver enabling technology for new products and channels which will increase business effectiveness and efficiency in meeting customer expectations. This will:
The pace of innovation and change will continue with the business and ITTP team striving to meet the Group’s transformation aspirations and deliver increased value. As a catalyst of change, both business and IT will bring people, process and technology together to support Maybank’s Vision to become a Regional Financial Services Leader and its Mission to Humanise Financial Services from the Heart of ASEAN.
