Boineelo Mkhatshwa

Business Analyst

Standard Bank

01.2018 - Current

I joined the Records Management space without a job title because the team was fairly new with only 5 members. The aim of the new division was to support the existing one with digitizing the as-is process of document management from frontline teams (customer facing).
Projects within the Records Management space:
1. Standardizing the paper base records management processes
The 1st phase of the project that I got involved in was to document the as-is process of the frontline teams per segment for account opening and account maintenance and services (including FOREX)
Documenting process meant doing walkthroughs at the branches and suites in order to understand the end-to-end process. Upon doing walkthroughs, we found inconsistencies of processes being followed or lack thereof. With these visits being conducted each branch had a fairly different process
I got involved in the Business analysis and process mappings, and the process scope was to start from the time the Form is printed and will end when forms are destroyed or archived (Audit logged)
Product Scope based on Branch offering:
Personal (Card, Transactional, S&I Unsecured lending and Secured Lending)
SE
Business and Commercial
Private Banking
SBFC
VAF
Homeloans
Forex
Advisory/SBIB
Cash Cheques/Cheque Withdrawals and Deposits/Copy Credit (Tellers)
Priorities – based on a lot of paper being printed from these segments both AO and AMS
Personal
SE
Private banking
Conducted analysis and process mapping
Scan@ source process( AO, mandates, KYC, application)
Daily storage of above process (Different types of plastic bags)
Mapping of documents to taxonomies
How to order metrofile boxes/ labels (Stationary)
Current daily DSV pick ups and requirements
How to get DSV out for focused picked ups (Not apart of daily picks)
How to pack boxes and plastic bags in line with current GRG process / GOSS process / Retention input sheets
GRG redesign (user friendly)
How do make the labeling of boxes easier for branches (currently have to complete input sheet, metro file label, DSV tracking label and GOSS reference number)
Retrieval process (This will be prioritized are the storage processes have been completed)
Associating business owners for branches/Accounts/approvals for destruction
Retention periods per documents
Document type handling
2. Auto reconciliation dashboard: Automated reconciliation report is to reconcile all new -to-bank accounts with the mandatory required documents upon account origination. The scope of the project is to consolidate all New to Bank account and Products opened at a branch level with the minimum SARB Regulatory document requirements met.
Scope of the project was:
FAIS
Personal
Non- Res
Credit Card
Private Banking
Prestige Banking
Small Enterprise
Saving and Investments
Business and Commercial
The automated reconciliation dashboard aimed to:
Give sight of how long the required documents are outstanding per account or product and which documents are outstanding.
Provides the details of which user opened what account or product and where it was opened.
Have daily updates of the tool to track compliance and address non-compliance for new to bank accounts and or products opened.
Provide a daily report of all new to bank accounts with all the mandates scanned/ outstanding in FileNet using the account number, BPID and ID.
Have the ability extract reports, examine exceptions and raw data to take corrective measures where the documents are not scanned and indexed for new accounts on time or otherwise scanned under the incorrect taxonomies
3. Destruction at source: caters for the exception documents that are not electronically signed and still being printed at the branches. The process requires consultants to scan and index documents to FileNet and then destroy them after validating the quality of the scanned document and the destruction report.
Scope of work:
Personal
SE
Private banking
Business and Commercial
Forex
Advisory/SBIB
Cash Cheques/Cheque Withdrawals and Deposits/Copy Credit (Tellers)
Destruction at source reporting aimed to:
Give sight of which document has been indexed under the customer profile
Provides the details of which user uploaded the document to E-view and which branch is linked to document
Have daily updates of the tool to track if the report is being actioned and documents are being marked
Provide a daily report of all documents scanned and indexed and those outstanding to be marked for destruction using customer BPID, ID and account
Have the ability extract reports, examine exceptions and raw data to take corrective measures where the documents are not scanned, indexed and marked for destruction on time or otherwise scanned under the incorrect taxonomies
Benefits of documents being destroyed at the Branches (at source):
No audit report of being unable to retrieve customer documents
Clean branches – no paper being kept in the branch waiting to be collected for storage at Metrofile
Good quality of scanned document
No ordering of Metrofile stationary i.e boxes, stickers
No storage costs from Metrofile. Since the deployment of destruction at source to the front line in 2021, over 300 000 pages have not been sent to Metrofile for storage, savings on paper storage being over R800 000
4. CAPMAN decommissioning to migrating to E-view
The aim of the project was to drive the decommissioning of the Filenet workplace system for indexing customer documents in the branch network and some of the campus sites that used the system. Users had to familiarize themselves with E-view system as a replacement.
Common Issues with reasons for decommissioning Filenet workplace:
A number of fraud cases has already been registered where staff were involved after modifying document properties or printing/ downloading documents for fraudulent purposes.
Filenet workplace does not keep an audit trail of who viewed or modified document properties
Printing and Downloading has been disabled as this poses a huge risk for fraud.
I documented the E-view system for indexing customer documents. The E-view system had to be plugged into Customer 1st to avoid users toggling between two systems.
Benefits of decommissioning the CAPMAN
E-view keeps trail of who viewed or modified the document properties
E-view has controls in place on who can be given access to do certain changes to customer document(s)
CAPMAN had a printing functionality that allowed Bankers to print sensitive customer information without tracking the Banker that printed. This posed a huge fraud risk – E-view has blocked this, and access to print has to be applied with supporting reason for access
5. Records management storage app
The aim of the app was to shift from using paper to record the customer documents that were being sent away for deep storage. At the end of the day, the Bank Consultant will still have to keep paper in the branch incase the customer documents might be required to be retrieved from deep storage for auditing purpose or customer query. Having the app built was to simplify the process for the Bank Consultant to retrieve customer documents quickly without going through a pile of papers. The app was built for the Banker to capture document types, tracking number, metrofile box number when sending documents for storage. The app got further enhanced when destruction the destruction at source project kicked-off – the Banker now is able to capture the details on account level and link it to the customer’s profile.
The app is also enables the Banker to view and modify what they captured – incase details where not captured correctly
Benefits of having the app:
Improved a turnaround time of retrieving the document from the system and receiving it from Metrofile from 15 days to 2 days
No audit report of being unable to retrieve customer documents
Clean branches – no paper being kept in the branch as evidence showing documents being sent for storage
6. Autoindexing
The project was to automate the manual process of indexing customer documents. My involvement in the project was to document the requirements for each customer document type, identify the field that the engine should reference
Business case
If the document title is ‘DebiCheck Payment Dispute’ then taxonomy name is ‘DebiCheck Disputes’
If the document has an account number then do a customer lookup on Customer 1st to link the document to the customer’s profile on E-view
If the document has customer ID then do a customer lookup on Customer 1st to link the document to the customer’s profileon E-view
If the Optically Character Recognition (OCR) capability cannot identify the document, or do a customer lookup then the document should revert to the as-is process. This means that the failed document will be routed to the E-view queue where the consultant will have to manually index/classify the document into the customer’s profile
Benefits of autoindexing customer documents:
Saves time: No manual sorting of documents first before manually indexing. From 8 min when manually indexing to less than 2 minutes when autoindexed
Improves consistency: Avoids human error of indexing customer documents to incorrect customer profile or incorrect taxonomy
Enhances searchability: Well-indexed documents are easier to find
Supports compliance: Helps with records retention and governance policies
7. Pre-population of customer information
The aim of the project is to use the already existing customer details when the customer walks into the branch and wants to open an additional account, instead of asking the customer to provide the Banker their details. As it stands, Bankers are printing, then manually ask the Customer to complete the account applications by hand which takes more time than needed. The manually completed application then needs to be manually scanned and manually indexed into the customer’s profile
BCB Pre-population Project Summary - As part of the BCB Pre-population initiative, I have contributed to several key activities to support the pilot phase and prepare for national rollout:
Documentation of FAQs: Compiled a set of frequently asked questions to assist stakeholders during the pilot and rollout phases.
Project Tracker Development: Created a tracker to monitor issues raised internally, by stakeholders, and by pilot bankers. This helps identify delivery priorities and align with committed timelines.
Terms & Conditions Analysis: Reviewed both Product and General Terms & Conditions. Identified two initial fields that need to be mapped on Signing Hub.
Application Testing & Issue Resolution: Completed testing of the Forms App and identified several issues that were resolved by the developer:
Form: Statutory Disclosure (FAIS Act, 2002 – Business Accounts)Authorized Signatory Name & Surname: Field was not auto-populating – now fixed.
Date (YYYY-MM-DD): Field was not auto-populating – now fixed.
Form: Accountholder Record (Business Accounts Signatures)Form Count (e.g., 1 of 2): Page count was not pre-populating according to AHR rules – now fixed.
Process Improvement Suggestion: Noted that Bankers do not sign the application form. Recommended adding a ‘Verify’ button for Bankers on Signing Hub to review customer signatures and initials before auto-indexing into E-view. This was accepted and worked on by the developer.
Access Provisioning: Granted access to 800 Business and Transactional Bankers to the Forms App. Sent the correct app link to some users after initial communications included an incorrect link.
Monitoring & Reporting Requirements:Documented requirements for a dashboard to track app usage and processing.
Defined interim reporting needs to provide daily usage updates to business stakeholders while the dashboard is being developed.
Data Elements for Immediate Focus: While awaiting dashboard development by Kaylan, I’ve outlined key data elements we should prioritize tracking.
Fields:
Branch name
User ID (that generated a document)
User Name (that generated a document)
User Surname (that generated a document)
Date (document created)
Document name e.g Addendum to open an additional Business Account, Credit card In NCA, Credit card Out of NCA
Customer BPID
Customer ID number (Sole Prop)/ Company Reg number(e.g Public,Private, Close Corporate)
Customer Name / Company Name
Document status (document status of when it is generated on PowerApps e.g Generated)
Document signed (Document signing status, e.g Successful, Pending,Unsuccessful, Dissolved)
Date document signed
Document indexed (Indicator of 0 and 1 or Yes and No indicating the successful of autoindexed documents)
Date document Indexed (date of when the document successfully indexed into E-view)
This report needs to be sent out via email on daily basis to the following stakeholders:
Commercial Card pre-population:
Form Analysis and Mapping for Signing Hub Integration
I conducted a detailed analysis of the following forms to support the Signing Hub integration process. This included identifying and mapping fields that business stakeholders requested to be pre-populated, as well as marking required signature and initials blocks:
Approval Letter
Commercial Card Facility Application – Non-NCA Customer (Charge Card)
Commercial Card Authority to a Collector to Debit My Bank Account (Debit Order Mandate) – Corporate Charge / Business Credit Cards
Corporate Charge Card Terms and Conditions
Application for a Commercial Credit / Charge Card (including additional cards)
Commercial Credit Card Facility Application – Juristic Persons Outside the NCA
PART B – Terms and Conditions (Juristic Persons Outside the NCA)
Commercial Card Virtual Card for Biz Facility Application – Non-NCA Customer (Charge Card)
Terms and Conditions – Virtual Card for Biz
Each form was reviewed to ensure alignment with business requirements for automation and compliance. The mapped fields and signature blocks will streamline the digital signing process and improve operational efficiency.
Benefits of pre-population of customer information:
Saves time: No manual completing of documents. From 15 min when manually completing the application to less than 5 minutes when pre-populated and autoindexed
Improves consistency: Avoids human error of inputting customer information incorrect
8. CODI (Ongoing)
Aim of the project : Sourcing required customer information to be provided to the regulator to comply with depositor insurance regulations
Data analysis work done for this:
A file containing customer BPIDs that remain non-compliant was extracted to run them against the data set that was purchased previously for AML Periodic reviews
The file included 396 ‘Branch unable to remediate’ records as well as 64 ‘New base provided mid-Sep
Issues highlighted on the file were:
ID Number and Birthdate not matching
No Birth Date
No First Name
No ID Number
No Last Name
No Passport Number
The 396 ‘Branch unable to remediate’ records returned the following when compared to SAP CRM using BPID/Partner as well as Datanamix
Out of the 396 records, 130 were identified as Non-resident customer and did not form part the Datanamix process- Shared data with the No-Res team to validate- 116 true Non-Res customers, where 106 were uncontactable with no contact details or documents on E-view, and 5 of 106 was contacted & AML/KYC was complete, 3 of 106 being dormant since 2021, and 2 of 106 not having no transactional accounts. 14 profiles were confirmed to not being Non-resident customers
411 records were returned as some of the BPID’s had more than 1 Identity number assigned
Out of 411 records returned from SAP, only 153 had ID numbers, and only 36 records matched Datanamix
Of the 36 only 33 records had Identity number, First Name, Surname, Date of Birth.
Records showed some Identity numbers belonging to Burial society accounts that are linked to individual ID numbers on Customer1st.
The 64 ‘New base provided mid-Sep’ records returned the following when compared to SAP CRM using BPID/Partner as well as Datanamix
28 did not return an ID number from SAP
36 returned ID numbers from SAP CRM
1 of the 36 ID numbers matched with Datanamix and had First Name, Surname, Date of Birth.
Benefit of this exercise:
The regulator uses this data to refund customers and prevent bank runs. The bank will avoid penalties if this information is available and accurate
9. Deceased (Ongoing)
Aim of this initiative focuses on identifying and remediating records of deceased clients within the Personal and Private Banking (PBB) segment that remain incorrectly marked as “active” in the bank’s SAP CRM system. It will leverage data from the Department of Home Affairs (DHA) and other sources to cross-verify customer status, and will implement automated workflows to update the CRM with deceased status annotations. The goal is to eliminate a significant data quality gap – tens of thousands of PBB client profiles – thereby reducing operational risk and improving compliance with estate handling protocols.
Consequences of not loading the deceased status on the customers profile:
Unauthorized withdrawals: Family members may continue accessing funds from deceased accounts.
Compliance risk: Failure to promptly freeze deceased accounts violates banking regulations.
Financial exposure: Potential losses due to fraudulent or unintended transactions.
Reputational damage: Erosion of trust among customers and regulators.
Solution Statement: The proposed solution to address the challenges faced in missing deceased status on customers profile is the implementation of an automated and reliable data synchronization mechanism between SAP CRM and the Department of Home Affairs database, with a specific focus on deceased status updates. Otherwise, a workflow can be triggered to the Deceased and Insolvency team to load the status into the customers BPID.
Key Solution Components:
Real-time API integration with DHA to fetch and update deceased status.
Automated triggers to flag and freeze accounts upon status change.
Audit trail to ensure traceability of updates and actions taken.
Exception handling for cases where DHA data is delayed or unavailable.
SCENARIO
Business outcome Hypothesis i.e., By executing this epic, we expect to achieve:
Improved Data Accuracy: 100% of DHA known deceased clients correctly annotated in SAP CRM.
Operational Risk Reduction: Mitigation of compliance and fraud risk by ensuring no deceased customer remains erroneously “active.”

Summary

Overview

Work History

Business Analyst

Systematic Remediation Data Analyst

Education

BCom Statistics - Statistics and Economics

Matric - undefined

Skills

References

Timeline

Business Analyst

Systematic Remediation Data Analyst

Matric - undefined

BCom Statistics - Statistics and Economics

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