Sberbank will go to autumn to paperless technology Admission of utility payments - Member of the Board of Bank Olga Kanovich

Olga Kanovich came to Sberbank from VTB 24 as part of the "first call" of top managers appointed after the selection of the amount credit organization At the end of 2007. Herman Gref instructed her to oversee the Sberbank operating unit. About how the reform of this direction is coming about the creation of client operations centers, as well as the functioning of the "credit factory" and innovations in working with communal payments of citizens Member of the Board, Senior Vice-President of Sberbank Olga Kanovich told Interfax-Aphi in an interview "- According to the results of 5 months of 2009, Sberbank improved the Cost / Income coefficient to 32.5% compared with 47% for the same period last year. Do you also reduce operating expenses? - We did not just reduce the operating expenses - we change, or rather, building an efficient operating unit in Sberbank, which allows to significantly reduce the cost of the bank and improve the service of the Bank's customers - and physical and legal entities. In accordance with the Sberbank Development Strategy, the Sberbank Development Strategy until 2014, this project is allocated as one of the priorities and is called the transformation of the operating function (TOF). -What is the meaning of this transformation? - IN banking business It is extremely important not only qualitatively serving the client when he came. The main thing is to ensure the functioning or provision of a specific service for a long time in accordance with the specified and defined quality standards. This is the task of the operational block. After all, people come to the bank for a certain service, which must "work well" at any time when they have the appropriate need: pay bills, make some transaction, to get money or accrual interest on the deposit (and in full) and etc. Behind all this is a complex of processes, which we called the operating function. It is necessary to clearly understand that the little things do not happen. Everything unfolds in people, processes, technology, resources and management of all this mechanism. Therefore, the transformation of the operating function means the transition from the state in which we are now, to a state corresponding to the strategic objectives of the Bank, to enter the TOP-10 banks in the world. When I came to Sberbank, I did not have any illusions. The operating function in a modern sense in the bank was simply not, as well as the corresponding management system and the necessary information: about the number of transactions, the quality of their execution and compliance with adopted standards (because there were no norms), etc. The consequence of this is the lack of standards of work, the impossibility of measuring the degree of deviation from them in current activities Bank and understand why the client is not satisfied with us, and where there is a potential for development. Therefore, for me, the essence of the transformation of the operating function is to build a control system that would broadcast or translated a business task to operational terms to launch continuous monitoring of the quality of operating activities and, accordingly, the system of improving the quality of the operational module. This is the number one stage. The second stage is to make this operating model better than competitors. - What stage of transformation is Sberbank now? - The first stage is passed - at the level Central apparatus Approved organizational structure. It is clearly divided into a business unit (front office) and an operating unit (back and middle-office - BMO). Registered and enshrined their functionality. Previously, the vertical control scheme looked as follows: there were leaders of territorial banks, departments and internal structural units (VSP), who were responsible for everything - and for the "business" and for the "Operation". In such a model, there is a threat to such a model that personal interests will be more important than the professionalism of the manager. Accordingly, no uniform service standards for this state of affairs can act, as well as a single quality of service. So it turns out that it seems to be a bank one, but processes, technologies, standards and quality differ depending on the region and the leader. All this is a consequence of the lack of a clear and well-thought-out control vertical. With the division of the business unit and the BMO, such a vertical is just created, because These functions are allocated at each managerial level (TB, compartment and VSP). As a result, risks are minimized, efficiency and decision-making transparency increases. There is an opportunity to introduce uniform standards of work (technologies, processes, quality of service, etc.), i.e. On the scale of the entire bank, a single "standardized" client service is created. - and what exactly changes in the transformation of the operating function, can you lead visual example? - Now a large-scale project is being implemented to create client operational support centers (CSCO), where they will be transmitted, in fact, all major operating functions. Take, for example, enrollment money In the curve of the Russian Federation to the accounts of legal entities opened in the OSB of Moscow and the Opera. Already, when CSCO in the southern port has not yet earned "at full capacity," we managed to significantly improve the efficiency of our work. So, prior to the implementation of the project, 38 employees were engaged in these operations, now the same volume is provided by 16 people. And in terms of crediting funds to the accounts of legal and individuals - The number of employees decreased from 32 to 5. But even more results were achieved in terms of credits to the personalities of the Funds in the currency of the Russian Federation social payments - Pensions: Instead of 99 employees, 7 people are now responsible for this process! Another example is a change in the approach to satisfying applications on loans to individuals. Previously, many people participated in this process, and the term of consideration of one appeal was at least two weeks. Now in Moscow with consumer lending implemented absolutely new technology issuing loans, the so-called "credit factory". As a result, the application processing occupies 1.5 hours, and the application of the application is about 1.5 days. I'm not saying that in fact this factory is a key element of the risk management system. With its creation, we increase the quality of risk assessment, which is important for the bank by definition, and in the situation of the crisis and the growth of overdue debts, especially in addition, it completely eliminates corruption risks. - All of this you are doing in Moscow. But what about the regions? In general, how much will the share of Moscow in the Sberbank business? - On the next week "Credit Factory" will begin to launch in the North-West, and by the end of the year another 7 territorial banks are actively involved in this process. Thus, the Bank moves from the manufactory of labor to the industrial. Responding to your second question, I can say that business in Moscow for Sberbank is very significant. The capital accounts for about 30% of the volume of operations. - Many use Sberbank's services to implement utility payments. Do you change the technology of these operations? - Let's start from July and before the fall of this year we will move on paperless technology. Now every payment of each client is drawn up on paper. These are enormous costs. We will go to the through technology - paid money, and they immediately "electronically" left. Manual technology measured all hours, and sometimes days and weeks, and with the implementation of the project for transformation of the operating function - the account will go for a minute. - Do you keep plans to reduce operating expenses by 30% in 2009? - We already achieve the result of a reduction in operating expenses for most operations by 50% for the year. This means that the bank has a lot of unused opportunities. In addition, one of the priorities of the Bank's development strategy is to involve employees in the processes of change. First of all, we motivate and "ignite" our employees in that we give them the opportunity to realize themselves - grow professionally and personally at the same time. - A few years ago, the share of Sberbank on the market was reduced, now she began to grow again. What does the bank do to attract new customers? - This is a synergistic effect. By improving all processes - and in Sberbank hundreds - we achieve strategic success. An unambiguous answer to give is very difficult - our market share is growing due to the totality of factors. That's the problem. And the operating unit plays not the last role here. - How is the process of creating centers for client operations? - CSO are now being created in Moscow and St. Petersburg, and since last week there is a start in 7 Terbans. As for the CSO "South Port", then there is only two of the 14 floors in it. By the end of the year, it will be fully staffed by employees. In total these centers will be 17 - by the number of TB. It is important that on the example of the "southern port" is clearly visible to the achievability and realizability of our plans. Now we can transfer technologies developed in the process of creating further in the regions. By the way, we have a natural resource migration. The set in the Southern Port is held on the basis of an open competition among bank employees - from Moscow and to Kamchatka. Competition is already five people in place. As in the prestigious university. At the same time we got a huge economical effect From saving capital costs. Last summer last year there was a question about buying new buildings (naturally extremely expensive buildings) for the central office of Sberbank and Moscow branches. In the process of working on the operating model, it was concluded and in August last year it was decided to buy only one building for CSCO in the southern port with cost savings 4-5 times, which made it possible to free up jobs in the central office at Vavilov, 19 and in the departments of Moscow and Refuse to buy a new building. I note the building was bought in September last year, that is, there can be no question of using the funds of the Central Bank of the Russian Federation obtained on maintaining liquidity, it was already significantly later.

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Sberbank is ready, by a member of the expression of the senior vice-president of Bank Olga Kanovich, overcome the "thirty-year technological gap" and the backlog from the modern world financial organizations. It changes the operating model and the ideology of service, launches customer service centers throughout the country. These and other innovations must establish the idea of \u200b\u200bthe Russian financial giant.

A press conference was held in Krasnoyarsk, devoted to the preparation of the opening of the territorial center for client operations (CSCO) and the new operating model of Sberbank. Senior Vice President of the Bank answered questions from journalists Olga Kanovich and Vice President, Chairman of the East Siberian Bank Alexey Loginov.

According to the press conference participants, the creation of CSCO throughout Russia (there will be only 15 of them) to change the bank's document management system, which will be price-trailized, which will give a qualitative leap in the speed of processing customer appeals.

The bank also plans to increase its internal effects by launching centers, freeing forces that are supposed to be directed to improving service.

Two years ago the supervisory board approved new strategy Sberbank's development for five years, and all recent changes are associated with the implementation of this strategy.

"As a result, Sberbank must become one of the best and efficient financial institutions in the world from the largest financial institution of the Russian Federation," says Olga Kano HIV. - Let us leave financial performance behind the brackets, the most important thing is to deploy Sberbank to the client. "

Next year, the bank will celebrate its 170th anniversary. The year and tradition sometimes go in a plus, but often restrain progress.

"Objectively, even recently, Sberbank did not correspond to the modern requirement," says Olga Kanovich. - The supervision honestly admitted that the bank should change not to be associated with people with the queues and psychology of "Soviet Trade", when the saleswoman screams to buyers "you are a lot, and I am alone."

"World practice is such that the competitive advantage of the bank in modern world It begins with how technologies and support processes are organized in the bank, "Olga Kanovich turns. - Now there is a transformation of the Sberbank structure to another platform. Within the framework of this, the centralization of technological resources is underway, the public embodiment of this transformation and is a new division in the Sberbank structure - CSCO.

The accompaniment centers, according to speakers, are fundamentally different from all units that previously existed in the bank. The client simply will not see all margin innovations, changes should be changed in reducing the timing of all operations, in increasing the rate of payment, generated by this operation, and, ultimately, in reducing queues.

All departments that were engaged in different stages of information processing were shown in the bank and were distributed on additional accounting, planning and economic departments, accounting and control departments. All of their functions are moving to CSCO. From a techno-logical point of view, changes are also large - a software and hardware platform is replaced, new computing power will appear, additional communication lines will appear, the access system will develop through remote channels.

In the CSCO East Siberian Bank of Sberbank of the Russian Federation 850 people will work. The volume of investments at the entrance of more than 250 million rubles. The project will pay off, according to the Bank's employees, quickly, already by 2011 such centers are now operating in Moscow and St. Petersburg, next week CSCO opens in Perm.

Yesterday there were two more events, a member of which Sberbank became a member of Krasnoyarsk. At the "Forum of Business Services", which completes its work today, was signed by agreement on mutual actions on non-financial support for small and medium-sized businesses between the East Siberian Bank and the Union of Industrialists and Entrepreneurs Krasnoyarsk Territory" Signatures in the document put Alexey Loginov and Chairman of SPPCK Mikhail Vasilyev.

Currently, Sberbank is preparing a number of new programs for the financing of small and medium-sized businesses

Future Representation of Russia in the manual international system SWIFT financial messages acquires specific outlines. Now the Russian Federation is not presented in the Board of Directors of SWIFT, the disconnection of which has become the main sanction threat in the last year. According to "Kommersant, two advisers to the President of Sberbank and the lobbyist of the payment industry in the national payment system are claimed in the Council.

"Kommersant" became known details of the process of discussing candidates for the position of Russian representative on the Board of Directors of SWIFT. According to the three sources of "Kommersant", close to RosSvift, the most likely candidate is the Chairman of the RosSvift Committee (manages the activities of the Association) Olga Kanovich. It occupies this position since 2012 and until July 2013 combined it with the management of the Sberbank operating unit. At present, Mrs. Kanovich retains the post of advisor to the head of the head of Sberbank Herman Gref to represent the interests of the Bank in international organizations, including in SWIFT. "Olga Kanovich's candidate as a representative of Sberbank, the largest Russian traffic transmitted through SWIFT lying on the surface," one of the interlocutors "Kommersant" said.

The fact that Russia will enter the SWIFT SWIFT superior authority in 2015 by typing the necessary 1.5% of SWIFT total turnover in 2013, "Kommersant" reported in the summer of last year, when the issue was first raised about the possible disconnection of Russia from this Systems. On March 9, SWIFT officially published a new list of countries that have access to the Board of Directors, where Russia appeared. The approval of his personal composition is scheduled for June, before that, the Russian National Svift Association ("RosSvift") must submit a Swift of his candidate, which is planned to choose general meeting In Russia on April 16th.

In Russian banks, SWIFT shareholders may arise how logical Mrs. Kanovic, who currently lives in Canada, who has imparted sanctions against Russia, to submit Russia to SWIFT, indicates one of the sources of "Kommersant". In such conditions, the possibility of nomination of two more candidates is not excluded: another adviser to German Gref - Stepan Kuznetsov and the head of NP "National Payment Council" (NP NPS) Alma Obaeva. Stepan Kuznetsov was previously the managing director of RosSvift and oversees the interaction with SWIFT in Sberbank now.

However, whether the participants of the SWIFT will support this candidate, taking into account the "sanctions" status of Sberbank - is unclear. None of the banks in the RosSvift Committee, yesterday did not comment on their position on this issue or did not answer the request to "Kommersant." Olga Kanovich and Stepan Kuznetsov (through the press service of Sberbank) refused to comment.

Alma Obaeva, before joining NP, the NPS was engaged in, in particular, with the interaction with SWIFT in the Central Bank as Department of Department of Calculations. Sources "Kommersant" suggest that its candidacy may offer both the Bank of Russia and the National Bank of Belgium, where the SWIFT headquarters is located. About his nomination to candidates for the Board of Directors SWIFT Alma Obaeva recognized from "Kommersant". She confirmed that it was really repeatedly communicated with representatives of the Belgian Central Bank during the preparation of contracts and conferences. At the same time, the candidacy of Mrs. Obaeva may be undesirable for SWIFT, there are interlocutors "Kommersant". "During the discussion of action options in the event of a disconnection of Russia from SWIFT, Alma Obaeva supported the use of the Russian SWIFT alternative - similar service Cyberplat," - says the interlocutor "Kommersant" in the payment market.

However, in one of the banks - participants in SWIFT remind that the decision to disabling any country from SWIFT, its representation on the Board of Directors is not able to influence: such decisions are made at the EU level.

More than half of men are ready to work under the guidance of a woman. Although business is considered a neutral territory free from gender prejudice, the sphere where there is no lady and gentlemen, and there are only "people of business", partners, competitors, etc., in practice, still division for "female" and "men's" Professions are still relevant.

Every year women managers in our country are becoming more and more. At the same time, experts note that in business this trend is manifested brighter than, for example, in public administration, and in humanitarian directions is stronger than in technical. This confirms the recent study of Headhunter, which has interviewed more than 7,000 working women, according to which the valuable staff of the ladies are considered primarily in the sphere of procurement, insurance, science and education, the HoReca and tourism industry, construction and real estate. And in the leaders of professional regions, where the beautiful floor is in the least, - public service, Transport, Information Technologies, Telecom.

According to the observations of "Co.", most advantage of the business woman are represented by the financial and banking sphere, personnel, legal and marketing direction. In addition, it is often possible to meet representatives of small and medium-sized businesses. Our observations also confirms the practice of Russian hedgenthers.

Speaking about the areas of activity in which the woman is easier to make a successful career, in the first place I would put human resources management, "said Mikhail Bogdanov, Chairman of the Board of Consort Group. - And this is confirmed by statistics: among employees of HR women, the vast majority. Women's careers are also successfully addressed in marketing, public relations and of course in the financial sphere. Now you can often find a lady - financial director large company or bank. But on the first position - the Director General - they fall much less often. To move to the very top, a solid experience is required in sales, and in this area we have even more successful men.

Meanwhile, it is worth noting that the business grip, knowledge of the industry and the experience of working inside it, inherent in businesswoman, make excellent managers increasingly popular in the field of public administration. This trend was especially noticeable last year, when several leaders of the Russian business took place at the highest state authorities, several leaders of the Russian business were left at once, including participants in the past ratings "Co.": Member board VTB And Chairman of the Council directors VTB (Kazakhstan) Olga Dergunova and the head of the "consent" of Olga Golodets.

Increasing the number of women among managers can be explained not only by "feminist sentiments", so popular in last years, but also more objective reasons. A survey conducted on Ko.ru showed that almost half of the respondents are ready to accept a lady as a manager. "For women leaders, psychological, behavioral aspects are more significant, the staff compatibility in the team is important for them - Mikhail Bogdanov explains. - We, recruiters, often notice that, evaluating the future employee, women are much more likely describing the behavior on an interview, analyzes emotional and The behavioral characteristics of the candidate, their impression of a person, evaluate the prospects for working with the existing team whether it will be accepted new employee team. Driving a team, women in more than The psychological aspects tend to take into account, are more often ready to "enter the position" of the employee, analyze the situation in the team, are more often ready to patronize employees.

Therefore, the team headed by women leaders, as a rule, more harmonious and, therefore, more stable. "

At the same time, Hedhanters are emphasized, the women-bosses are mostly distinguished by increased emotionality. However, it is unambiguous to assign this quality to advantages or disadvantages - depending on the situation, it can turn into as a plus and minus.

Mikhail Bogdanov, Chairman of the Board Consort Group:
Female potential in Russian business is still far from exhausted. But at the same time the pitfalls should be taken into account. Not all men, for example, are ready to work under the guidance of a weak floor representative. In addition, excessive female emotionality sometimes can even slow down the business: men surrounding the leading lady, "it is inconvenient to" crush ", even if this clearly requires the interests of the case. But, on the other hand, it may turn around and the advantage - on tough negotiations. Often, women are good negotiators: gently, without an external pressure, using a psychological approach to an opponent, they can achieve excellent results. "

Yuri Virovetse, President of Headhunter:
The increase in the number of women managers is good, as it makes the corporate world more unpredictable, beautiful and uncomfortable.

Anatoly Aksakov, President of the Association of Regional Banks of Russia, Deputy Chairman of the State Duma Committee on financial market:
"In the modern world, women occupy an increasingly active position in the management processes, both state, political and corporate. Russia has touched upon later than most developed countriesAt that moment, when she became already global: today we see that in many developing countries, countries with more traditionalist mistakes the role of women increased by an order. In our country, while this feminist "" "" The trend is more obvious in business than in public administration. The trend, in my opinion, is more than positive: a female look at the business makes it more social, more thoughtful, more adaptive to the life of society. One can only welcome the enhancement of the involvement of Russian women in active business life "". "

Dmitry Zelenin, President of the Association of Management of Russia:
According to research, regardless of age and marital status, women are more aimed at disclosing their professional potential, and this fact has a positive effect on the work of any organization. An increase in the number of women with their business and women leaders who occupy key positions in the company (CEO, financial director, etc.), becomes an indicator of the development of our society. The representatives of the finest floor in the Top-1000 rating of Russian managers, "which annually constitutes the Association, in 2012 it took 25%."

Yang Art, Chief Editor information agency Bankir.ru, Vice-President of the Association of Regional Banks of Russia:
"Unfortunately, I cannot unambiguously welcome the increase in the specific share of women in business life. Modern women are often distracted, and admire at the same time. Admire, for example, the ability to get behind the wheel and manage the car is not worse than a man. Asshive - the desire to certainly sit at the wheel and necessarily To manage anything, at least by car. You admire your responsibility and the ability to think not about yourself - much more than that of men. Answer with their excessive responsibility and the inability to give others the opportunity to take care of them. Admire the ability to decide the business questions or head Enterprise. Answer the desire to do it as if you are not a woman in front of you, but a man in the square "". "

Admire - elegant shoes. Asshive - boots and a unique Russian ability to walk in these boots for half a year round days and in offices, and in restaurants, rchokhodi, as if Friedrich the Great Friedrich on the Potsdam Place.

Admire - the ability to lead the bank. Disgusted - When Bancarsh is talking about his child's blog, and at this time her employee throws the loan payment of a large mother: "There is no money - it was not necessary to give birth" (real story).

In the modern world, it is necessary to be strong women, "some representatives of the business Vumen take them. There is a fair share of decenting in this statement. There is no strong women. There are only weak men. And if the woman becomes strong, it means that "I got something in the Danish kingdom."

The top list is based on the method of expert assessment. The study was conducted in two stages. At the first stage, the magazine "Ko" has formed a list, which includes more than three hundred women - chapters and managers of departments of domestic and foreign companieshaving representative offices in Russia. After numerous consultations with representatives of the business community, a final list of 170 participants was drawn up.

a1 personal fame

a2 Business Reputation

a3 skill to create a command / work in a team

a4 ability to generate new ideas

a5 Adaptability (skill match modern trends and requirements), response response efficiency

a6 The activity of lobbying the interests of the company

a7 Fame of company

a8 Company Efficiency Company Strategy

a9 Company Development Dynamics

a10 Company Openness Company

a11 Company Social Responsibility

Evaluations on the specified criteria received all participants. In order to make research more correctly, after a meeting with experts, a number of correction coefficients were introduced. The following evaluation criteria are recognized most significant: A2, A3, A5, A8, A9 (k \u003d 1,2), for the remaining criteria K \u003d 1. For each of the indicators, the average score was calculated for each participant. The final result was calculated as the sum of the averages received.

The position of the participants in the consolidated table was determined by the number of points scored.

The final table shows the participants who scored the maximum number of points.

Note

The top sheet does not appear representatives of public, political, charitable and other organizations. Data on the status of participants is provided by companies. If the company's employees refused to provide relevant information, we reserved the right to specify the data taken from open sources. Information on the status of participants is indicated as of the end of 2012 - the beginning of 2013 experts evaluated the participants based on the results achieved in the specified posts. In the process of work, the experts refrained from the assessment of representatives of affiliated structures.

Company - Business Weekly
Text Natalia Klimenko, Andrei Moskalenko. Photo shutterstock.