Internal Processing Customer Recommendations: Proposed Process Flow Financial Transaction's Payoff Email Automation: Proposed Process Flow START Customer requests for a payoff statement either by calling our CS hotline, thru IVR, written request by mail, by fax to PO team or sending a request via Message Center Online. Processor (employee) generates the list of Payoff Quote Requests and saves it in Excel. Processor Imports the raw data. Processor will execute quality audit check of the macro tool and OCR (Optical Character Recognition) function based on the necessary Customer receives the a payoff statement via email END No Does an error exist? Yes Processor proceeds to execute "Send Email Function". Recommendations: Proposed Value Stream Map with Time & Motion Per Transaction (After Set Up) Value enabling activity Non value added activity Value added activity CLIENT Payoff Team login to MSP Payoff Team extracts list of request (Payoffquote) from MSP SQL to excel Payoff team validates PDF file and compare details to ensure correctness Opens the macro file, import raw and execute macro to send Waiting Time (Sec) Processing 45 Time (Sec) 60 300 5000 Total Wait Time: 0 Total Processing Time: 5405 Total Lead Time: 5405 DORE Recommendations - Quality Controls and Best Practices People Process Agile Way of Collective wisdom, Embracing change, Collective work management, Self Organized team Maintenance of SME/QA within function requiring Niche skills Well-trained people on robust process & compliance trainings Regular monitoring of individual performance scorecards and associated action plans Capacity planning in line with the forecasted volume and productivity analysis 100% people adherence and compliance to TCS and client mandated requirements and timelines All procedures backed with signed off contractual documents and process certifications Clearly defined SOPs and responsibilities to prevent ambiguity Process reviews and exception procedures as approved through matrix UAT/ testing activities and phases to ensure accuracy and completeness Process improvement initiatives and automation Quality controls/workaround on critical process with high financial liability and risk on security. Compliance > Infra Business specific regulatory and customer policy requirement awareness for the team Adherence to the SOW (scope of work) and contractual obligations and arrangements 100% compliance with SOPs. Understanding impact on compliance risk and possible financial losses or penalty (if any) Business continuity and strategy management during failures or downtimes Availability of required system and infrastructure for critical functions: power back-up high speed internet access dual monitors Adherence to data privacy and information security Governance Multi-tiered governance and leadership controls and approvals to monitor SLAs, KPIs, and enabled decision making Focused Group discussions between Delivery Ops Manager and Team Leads/Supervisors with clearly agenda, MOMS and updated trackers Adequate segregation of duties to ensure independence of critical functions (QCs, Recons) Transparency with critical risks and adherence to governance policies and mandate Justifications: 1. 2345 Customer Satisfaction due to process improvement suggested to the client Maintain Customer Satisfaction Survey Results of 100% Customer loyalty being the preferred service provider Provides projected cost savings of 91,035 USD due to streamlined process Lean Operations in play with 93.87% projected improvement per transaction Job enrichment experienced by Processor having to learn more skillset than the current offering. Employees dislodged brought about by automation will be assigned to a different tasks; hence utilizing and enriching employee capability cos CONSULTANCY SERVICES Building on belief ATENEO D GRADUA Process Automation on Financial Transaction's emailing of Payoff Statements