Excelling on service is even more crucial to banks during these tough times. That's why Deutsche Bank's Global Transaction Banking (GTB) division hired George Lee as director and head of implementation and service for the GTB's trade finance and cash management corporates business in the Americas. Lee, who spent the past three years with Citi as North American head of implementations for treasury and trade solutions for the bank's Global Transaction Services, has a 20-year track record of delivering results along with a strong service ethic.
According to Lee, chief among his agenda at Deutsche Bank will be developing ways to deliver quality products and services to the bank's clients more quickly and seamlessly. Technology, he says, is a fundamental component of doing this. For instance, the labor-intensive activity of client on-boarding will become more streamlined.
"Deutsche Bank is in the process of automating the on-boarding process, wherever possible, to improve the overall client experience," Lee explains. "We are developing tools that perform the pre-population of data into forms and leverage imaging to minimize or eliminate redundancies regarding document completion."
Not only will Deutsche shrink the amount of paper its clients must push, the bank also will provide customers with ancillary documents via CD-ROM so that they can pick and choose the information that they need to review. "A simplified document process means that accounts are opened quicker, more easily and with greater accuracy," Lee notes.
In addition to these technology initiatives, the bank is establishing centers of excellence globally with the goal of streamlining and improving all processing activities to enhance the client's overall experience, he adds. "For example, we have dedicated technology representatives that focus on the technology components of a client's on-boarding," Lee relates. "These would include enhancements, interfaces and major systems development as part of the implementation."
Lee, who is based in New York, reports to Russell Graham, global head of implementation and service for trade finance and cash management corporates, and David Conroy, Americas head of trade finance and cash management corporates.