As part of our regulatory requirements, we must submit a report on all fraud cases to the National Crime Agency (NCA) within 30 days of completing a fraud investigation. Our Fraud Chargeback Operations team in Chennai produce 2,600 reports each month for the NCA! Yes, you read that right - 2,600!
Search. Probe. Explore. Repeat
Toggling through 10 screens across multiple applications, gathering over 40
data points for just one report, then repeating each day for 9 hours. This
is exactly what our analyst colleagues in Chennai were doing, meaning
backlogs and delays in completing fraud reports for our regulator.
We’re not robots!
“We’re not robots, so why was my team’s time being spent gathering
information from multiple sources? I wanted them to focus on ‘being more
human’ and adding value like analysing and reviewing the reports so they’re
accurate and timely”, said Prashanth Rajappa, Head of Global Sanctions and
AML Operations, Shared Services, the brainchild behind the Robotic Desktop
Application (RDA) that now automates all fraud reporting for his team.
Is RDA just a buzzword?
Not quite. RDA is like an assisted bot. It’s capable of mimicking many – if not
most human actions and it’s a disruptive force in our digital transformation.
It helps us automate tasks, improving our efficiency and delivering improved
results for our customers and regulators.
So, how does RDA work?
It’s a software that
integrates seamlessly
into any system
and can log into
applications. In this
case, it takes on
the role of a ‘data
collector’ logging
into multiple systems
fetching data and
creating a single
view report, saving
the team hours (and
hours…) collecting data.
Happy days!
“It’s an exciting time. We’ve automated all the boring work, and now
they’re happier making better use of their skills and time, “ adds
Prashanth.
What’s the risk?
RDAs are compliant, consistent, accurate and complete the task
reliably so they reduce the risk of human error. Everything they do is
monitored. The team has full control over how everything works, and it
is YES check compliant.
“We’ve set up a Centre of Excellence (CoE) in Chennai for the
development of robotic process and desktop automations
(RPA/RDA) across the bank. The CoE developed and
delivered over 221 automated solutions in 2018 improving
interactions that impact over 7.1m customers.
“We’re proud of our ability to respond in an agile way. In the crisis
following the recent collapse of Monarch Airlines, we worked with
our operations team to resolve issues within a week which helped
us manage the spike in customer chargeback claims in reduced
turnaround times.
“This is what sets us apart from the competition - doing
bigger things in a more efficient way for our customers”.
We have a
competitive edge
“I see other banks trying to do
this. But we’re leading the pack
as we started much earlier,
“said Sivasankari Shankar,
Head of Value Creation Group
(VCG), Shared Services.
Want to know about RDA and other
automation developments?
Join the Bot Center #Imagineering Workplace group to
keep up to speed on all things robotic!