Results

1. Improved Process Efficiency:

   Standardizing and aligning processes significantly improved operational efficiency, resulting in faster turnaround times and reduced operational costs. 

2. Enhanced Customer Satisfaction:

   Consistent service delivery and improved quality management practices resulted in higher customer satisfaction and loyalty. 

3. Regulatory Compliance:

   The structured approach to quality management ensured that the bank met all regulatory requirements, thereby minimizing risks associated with non-compliance. 

4. Continuous Improvement:

   The QMS facilitated a culture of continuous improvement, with regular reviews and updates to processes ensuring the bank remained agile and responsive to changing market conditions. 

5. Employee Engagement:

   Training and involvement in the QMS process increased employee engagement and ownership, leading to a more motivated and efficient workforce. 

Conclusion

The implementation of ISO 9001:2015 by SMH Global at Riyad Bank marked a significant transformation in the bank’s operations. The bank improved its operational efficiency and customer satisfaction by aligning and standardizing processes. It established a robust framework for continuous improvement and regulatory compliance. This case study demonstrates the tangible benefits of adopting ISO 9001:2015 in the banking sector and highlights the pivotal role of SMH Global in driving this successful implementation.

Benefits Realized

Significant Time Savings:

• Automating data collection, filtering, and comparison processes dramatically reduced the time required for reconciliation.
• The system swiftly handles large volumes of data, enabling daily reconciliation tasks to be completed in a fraction of the time previously required.

Reduced Manual Effort:

• The system freed up bank personnel to focus on more strategic tasks by eliminating the need for manual data handling and comparison.
• The risk of human error was significantly minimized, leading to more accurate reconciliation results.

Enhanced Operational Efficiency:

• The automated system ensured a consistent and reliable reconciliation process.
• It provided a clear audit trail for all reconciliation activities, improving transparency and accountability.

Faster Resolution of Discrepancies:

• Unmatched entries and discrepancies were quickly identified and flagged, allowing faster resolution and reduced holdover periods.

Conclusion

The Samba Reconciliation Project by SMH Global transformed how Samba Bank handles its reconciliation processes. The system provided significant time savings, reduced manual efforts, and enhanced operational efficiency by automating the data handling, filtering, and comparison tasks. This project stands as a testament to SMH Global’s commitment to delivering innovative and effective solutions tailored to the specific needs of its clients.

SMH Global’s scope of work included:

Provision of T-24 Modules

1. • Ensuring the deployment and integration of all necessary T-24 modules within the R-21 system.

Quality Assurance

• • Conducting thorough quality assurance processes to ensure the new system’s stability and performance

User Acceptance Testing

1. • Extensive UAT was executed to ensure the system meets business requirements and is ready for production. The UAT team oversaw testing, created and executed test cases, and managed defects.

System Integration Testing

1. • System integration testing (SIT) of core banking with other banking interfaces involved verifying that all the interfaces work together seamlessly and fulfill the requirements of end-to-end banking operations.

• Internet Banking (IB) & Business Internet Banking (BIB)
• Mobile Banking (MB)
• BPM Auto lease
• Interactive Voice Response (IVR)
• Enjaz Mobile Banking Remittance & KIOSK Remittance
• Teller Cash Recycler
• Point of Sale

Third-Party Services Testing

• • Testing third-party services and APIs with T24 R21 core banking involved verifying the integration and functionality of external systems and APIs with the T24 R21 core banking platform.

• Sadad Payment (Non-Government Transactions)
• MOI Sadad Payment (Government Transactions)
• Mobily Pay (API Testing) 

Consultancy Services

Providing expert guidance and support throughout the upgrade process.

Solution Implementation

Addressing specific client requirements and ensuring the seamless transition of custom features, such as the printing functionality and Main Line Inquiry for large file uploads.

Challenges and Solutions

Printing Functionality

• Challenge:

  The R-16 desktop version included a critical printing button feature that needed to be replicated in the R-21 web-based version.

• Solution:

  SMH Global successfully implemented the printing functionality in the R-21 web interface, ensuring continuity for users accustomed to this feature.

Mainline Inquiry for report export

• Challenge:

  The R-21 version imposed a 3-minute limit for report export, which needs to be increased for the large files used by Bank Albilad.

• Solution:

  We implemented a Main Line Inquiry feature that provided an alternative export path, accommodating the complete download of large files without time constraints.

Active Directory Authentication

• Challenge:

  The R-16 system lacked Active Directory Authentication, posing security concerns.

• Solution:

  The R-21 upgrade included Active Directory Authentication, significantly enhancing system security and user management.

Addressing Pain Points

1. Obsolescence of R-16:

   The upgrade addressed R-16’s outdated technology, bringing Bank Albilad up to date with modern, efficient banking technology.

2. Performance Issues:

   Transitioning to the web-based R-21 version resolved performance issues, providing a faster and more responsive system.

3. Lack of Cloud Integration:

   The R-21 system’s cloud-based infrastructure improved scalability, flexibility, and security.

Outcome

SMH Global successfully upgraded Bank Albilad’s core banking system from R-16 to R-21. The new platform is modern, secure, and efficient, enabling Bank Albilad to enhance its competitive position in the market. The seamless transition ensured minimal operational disruption and laid a robust foundation for future technological advancements.

Conclusion

SMH Global’s expertise and commitment were instrumental in successfully upgrading Bank Albilad’s core banking system. Our comprehensive approach, encompassing consultancy, quality assurance, and custom solution implementation, ensured a smooth transition to the R-21 version, significantly improving operational efficiency and security. This project underscores our capability to deliver complex IT solutions tailored to the unique needs of financial institutions.