Model Bank Awards

1. Model Bank Awards 13 June 2012 Bob MearaSr. Analyst

2. What is a model bank? • “What would it look like for a bank to do everything right with today’s technology?” • “Everything” and “right” will mean very different things to different banks depending on their size, the complexity of their operations and product sets, and their technological starting points • Celent’s approach: Key best practices in the use of technology across a broad range of areas • Celent’s Model Bank 2012 report was published on June 11th and is available for clients to download on our web site Celent Model Bank 2012: Case Studies of Effective Technology Usage in Banking

3. What are model bank components? • Components of a theoretical bank’s IT systems and practices • Everyone does something well • Recognition of a bank’s effective use of technology, not a certification that the bank is absolutely the single best in its class (although some may be) • Model bank components are those that generally represent the way things should be done • Components were chosen across these functional areas: • Infrastructure and Architecture • Product Development • Marketing / Sales / Customer Service • Distribution / Channel Management • Transaction Processing • Security and Risk Management

4. Nomination and selection process • Invitations and self-nomination forms were sent to both Celent clients and non clients & promoted various ways • Nominations were collected beginning in Fall 2011 • Nomination reviewed by a team of Sr. Analysts, and cases that demonstrated effective use of technology were selected. Section based on a weighted average • Degree of innovation • Technical difficulty • Quantitative business benefit • Banks were interviewed to review their cases and provide additional information • Celent drafted the case studies, which were approved by the banks for accuracy and confidentiality • There were no fees charged to banks or vendors mentioned in this report • Some of the nominating firms, and many of the selected banks, are or have been clients to Celent’s retained advisory service • Celent was not directly involved in the creation or deployment of any of the initiatives that have been recognized • No preference was given to clients in the selection process Nomination and selection process Client Disclosure

5. 2012 Celent Model Bank Award Winners21 components among 19 institutions representing 10 countries

6. Model Bank of the YearRHB Bank: Easy by RHB • Easy by RHB: a retail banking initiative designed to serve the Malaysian mass market previously under-served by Malaysia’s top banks. Easy is: • A branch transformation initiative • A new consumer brand • Simplified products • Entirely new organization – younger, empowered, compensated • A different culture within RHB (bold, ambitious) • A fully-automated retail delivery model interfacing to RHB’s legacy systems(biometrics, cash recycling, paperless origination, automated underwriting, instant-issue cards, instant disbursement) • In its first two years (through 2011) RHB deployed 235 Easy outlets, taking its retail footprint from a distant #5 to market leadership. • Over the period, total customer deposits have grown by more than 50% and assets by 45%.

7. Easy deploys a single delivery model through a portfolio of four outlet designsMost using partners – at a fraction of the cost of traditional branches 1 2 Easy standalone outlet Easy kiosk at POS Malaysia 3 4 Easy kiosk at TESCO Easy at LRT stations • Celent published a detailed case study on Easy by RHB available for clients to download on our web site. http://www.celent.com/reports/branch-transformation-rhb-bank-making-it-look-easy

8. Category: Product Development Bank of America Merrill Lynch • Payment Services Hub Accepting the award: Bill Thomas, Vice President, BofA Merrill

9. Category: Product Development Bank of Montreal • Online Banking for Business Accepting the award: Konstantin Goushin, Senior Manager, Bank of Montreal

10. Category: Product Development Fifth Third Bank • Remote Currency Manager Accepting the award: Robert Norman, Vice President, Fifth Third Bank

11. Category: Product Development USAA Bank • Easy Deposit Accepting the award: Jeff Easley, Vice President, USAA Jeff Giboney, Vice President, Corporate Retail Solutions, The UPS Store Greg Brand, Director, Corporate Retail Solutions, The UPS Store

12. Category: Distribution / Channel Management Coastal Federal Credit Union • Personal Teller Machines Accepting the award: Willard Ross, SVP, Chief Retail Officer, Coastal Federal Credit Union

13. Category: Distribution / Channel Management US Bank • Online Platform Transformation Accepting the award: Carrie Duval, Internet Platform Manager, US Bank Rajesh Stephen, Banking Practice Manager, Wipro Technologies

14. Category: Customer Service or Support HDFC Bank • CRM Initiative Accepting the award: Ratan Kesh, SVP, Head – Service Quality, HDFC Bank Vivek Attavar, SVP, SVP, HDFC Bank

15. Category: Customer Service or Support ICICI Bank • Account Portability Accepting the award: Sanjev Walawalkar, Project Manager Projects and Automation, ICICI Bank

16. Category: Customer Service or Support Standard Chartered Bank • Breeze Living Accepting the award: Todd Schofield, Global Head, Enterprise Mobility, Standard Chartered

17. Category: Infrastructure and Architecture Citibank • Global Commercial Card Program Accepting the award: Antonio Benjamin, Managing Director & CTO, Citi Transaction Services

18. Category: Infrastructure and Architecture Emirates NBD • Core Transformation Accepting the award: Neeraj Jindal, Senior Manger-FSI, Client Services, Infosys Ltd.

19. Category: Infrastructure and Architecture Redstone Federal Credit Union • Core Development using DNAcreator Accepting the award: Brad Donham, Manager, Software Dev. & Support, Redstone FCU

20. Category: Sales and Marketing Huntington National Bank • iPad Sales Tool: “Selling Technology with Technology” Accepting the award: Rahn Rampton, Vice President, Marketing, Huntington Bank

21. Category: Sales and Marketing Rakuten Bank • Happy Program Customer Loyalty Initiative Accepting the award: Shunichi Nagata, President & CEO, Rakuten Bank

22. Category: Transaction Processing DBS Bank • Emerging Markets and Overseas Countries Core (EMOC) Migration Accepting the award: Atul Shukla, Delivery Manager, Infosys Ltd.

23. Celent is now accepting nominations for Model Bank 2013Deadline for Nominations: November 30, 2012 http://www.celentmodelbank.com/

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