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The classic workout function is called for whenever all of the restructuring
measures have failed in a debtor/creditor relationship. The aim
is to obtain as much of the amounts receivable from the borrower as
possible by realising the collateral provided and, if necessary, initiating
foreclosures and sequestrations. At the same time, it is important
to work with the administrator and other creditors to find a solution
that is acceptable for the company and the employees.
The Special Advisory department is responsible for all legally sensitive
topics arising in the customer relationship, including lending
products and activities involving derivatives and investment funds.
The department’s mission is to clarify different opinions and interpretations
of contractual and legal positions. With a high recovery rate,
this unit helps greatly to minimise risks and defaults for the Bank.
Integrated security organisation provides greater
protection for banking operations
An integrated security organisation as implemented by HVB in 2011
is the key to the long-term development of security precautions.
This organisation enables us to centrally manage all security-related
issues, such as physical security, IT and branch security, business
continuity and crisis management, more quickly and effectively.
In online banking for instance, we implemented internal precautions
that largely succeeded in preventing phishing attacks on our customers.
Both the rate of thwarted attacks and the level of damage were
well below the industry average in 2011.
Services pooled by All4Quality
As part of the group-wide reorientation of the GBS business model,
further activities were outsourced to the newly established service
provider UniCredit Global Business Services (UGBS) in two stages on
1 August and 1 October 2011 as part of the All4Quality project.
Among other things, the outsourced activities encompass Purchasing,
the HR Shared Service Centre and Facility Management, back office
functions from the Financial Markets Services unit in Germany and
abroad, and IT Operating still run at the New York and Singapore
branches. The management of these services was integrated into
existing structures in the Service Management & Governance unit.
All4Quality is an important part of the GBS transformation programme
that aims to turn GBS into the best-in-class service provider for
external and internal customers. Particular attention is being paid to
continually improving quality and gearing processes and services
more specifically to customer needs. In addition to setting up the new
service company UGBS within the framework of All4Quality, the
transformation programme calls for other developments including:
– process optimisations in the Operations unit
– greater investment in information technology in order to obtain
process improvements and innovative new products
– improved area management and enhancements in the field of
procurement.
Service Management & Governance safeguards
standardised management of back office services
We continued to refine our standardised business and operating
model in the year under review and took over the management of the
activities outsourced within the framework of All4Quality in addition
to back office, banking support and IT services.
The Service Management & Governance unit oversees the internal
and external back office and IT service providers in line with cost,
quality and risk targets, thus ensuring the Bank’s ability to function
properly. It acts as an interface serving to implement the sales units’
requirements and, as the centre of competence for outsourcing,
monitors compliance with all legal and regulatory requirements arising
particularly from Section 25a of the German Banking Act and the
relevant regulations defined in the Minimum Requirements for Risk
Management (MaRisk). The responsibility of the centre of competence
as a tracking office begins in the run-up to planning and implementing
any outsourcing project.
Back office service providers
The customer-account-partner back office services (core banking)
and real estate loan servicing were outsourced to UniCredit Business
Partner (UCBP), which belongs to UniCredit, in 2009. The projected
cost cuts were again achieved in 2011 without losing any of the
consistently high standard of quality. Further services outsourced to
UGBS in the area of account reconciliation were integrated into the
management processes.
HypoVereinsbank · 2011 Annual Report 17