EY Customer Segments Banking Offerings

Migrant workers
Global trends
Context:
A bank based in Southeast Asia is seeking ways to provide an extensive suite of financial
services designed to meet the typical everyday needs of migrant workers.
Opportunities: Worldwide, cross-border remittance has grown 600% in the last two
decades. The top global remittance country is India, where US$70 billion flowed, with
China second at US$64 billion. Developing countries received over 75% of US$636 billion
remittances in 2017. The World Bank estimates that if the cost of remittances could be
reduced by 5 percentage points relative to the value sent, recipients in developing
countries would receive over US$16 billion more each year than they do now.
Recommended solution:
The bank has developed an all-in-one mobile banking solution which includes:
• Verification of salary disbursement, tracking of incoming and outgoing transactions,
and integration of digital payments and wallets into the app.
• Remittance services that allow migrant workers to transfer funds to predefined
recipients without having to go through a manual process.
• Other on-app services: Sales of telecommunication services, group insurance for
migrant workers, and discounted airfares back to their home countries.
More demand for mobile solutions for migrant workers
Mobile and online peer-to-peer (P2P) global remittances will
exceed US$300 billion by 2021, a 33% increase from $225
billion in 2018, forming 61.8% of all migrant worker
remittances in 2018.
Client impact:
• Increased efficiency with the removal of manual verification and physical contracts.
• Increased customer satisfaction with streamlined payment system and digital
financial services.
There are almost 164 million migrant workers
today, and numbers are projected to increase.
As trends move toward embracing digital
lifestyles and open attitudes towards migration,
there is an increasing demand for digital
solutions catering to the specific day-to-day
financial needs of migrant workers.
Professionals, managers and executives
White-collar
workers
Blue-collar
workers
Personal
Loans
Digitally-savvy migrant worker
population signifies increasing need for
mobile loan procedures that use
alternative credit scoring platforms.
Hassle-free, secure, and accurate on-mobile
microfinancing platform for migrant workers
that disburses loans they qualify for via
psychographic digital footprint tracking.
Financial
Management
Rising necessity for time-efficient deposit
processes, with personalized user-
interfaces for migrant workers.
Capitalize on smart contracts that accurately,
securely, and instantaneously credit the
correct salary into bank accounts on payday
itself.
Growth in the number of global migrant workers
2013
150 million
2017
164 million
Remittance
Growing need for cost-effective and
process-efficient remittance methods.
Digital, one-stop mobile solutions that allow
financial institutions (FIs) to bypass agent-
send networks making remittance for migrant
workers instantaneous and cost-effective.
Varun Mittal
Partner
EY Global Emerging Markets
FinTech Leader
varun.mittal@sg.ey.com
https://www.linkedin.com/in/
varunmittalonline
Opportunities in the market segment
Customer segment profile Case study
How can FIs help?
Addressable needs
© 2019 EYGM Limited. All Rights Reserved. ED None
Contact us:

Small and Medium Enterprises (SMEs)
Global trends
Context:
A bank is looking into issuing loans to online retailers. However, it is difficult to assess the
credit risk of SMEs without data points.
Opportunities:
Over 67.8% of SMEs prefer non-traditional financing options. Banks are moving towards
offering peer-to-company (P2C) loans by coming up with specialized loans for SMEs.
• Partner with online retailers and offer loans to sellers on those platforms.
• Lenders must have conducted some transactions before they are eligible for the loans.
• Loan payment will be collected by deducting money monthly form the seller’s
account.
• In the event where the lender is unable to repay loans, their inventory will be
liquidated and sold off to recoup the money. Money can also be recouped directly
from the lender’s bank account or credit card.
Increasingly, SMEs act as engines of economic
growth and laboratories for innovation - helping
to build modern economies that improve people’s
lives.
This is especially true in Emerging Markets
(EMs) where SMEs account for 80% of jobs and
33.3% of GDP.
However, SMEs face high barriers in accessing
finance to scale their businesses.
Formal Micro (<5 FTE) 18%
Formal SME (>5 FTE) 7%
Estimated no. of
SMEs in EMs (365
million -445
million)
SME
Informal 70%
Accounting
Rising demand for automated accounting
processes such as reconciliation and
expense reporting.
One-stop platform for all SMEs needs
including invoicing, submitting expenses
and bank reconciliation using an app.
Loans
There is a growing need for SME loans
that do not require collateral.
Assess credit risk via alternative credit
scoring using aggregators such as
information collected from retailers.
Client impact:
• Total loan amount being disbursed in a year: US$1 Billion.
• Eliminated risk of default by liquidating assets of lenders.
Insurance
Growing need for cost-effective insurance
management solutions catered to SMEs.
Provide customizable modular insurance
based on the size, budget and needs of the
company, while automating claims for a
seamless user experience.
70% of all SMEs in
EMs lack access to
credit
82% of SMEs in ASEAN
prefer to invest in
technology as a means to
raise productivity
Of which, 78%
would prefer
business-oriented
tools
82%
70% 78%
How can FIs help?
Addressable needs
Varun Mittal
Partner
FinTech Leader
varunmittalonline
Contact us:

Entrepreneurs
Global trends
From young to old, there is a rise in the number of
people interested to start their own business.
Currently, there are 400 million entrepreneurs in
the world.
Context:
A bank was looking for a solution to offer funding to entrepreneurs with inconsistent
revenue stream and a small amount of information on credit worthiness. It is difficult to
assess the risk of providing loans to budding entrepreneurs with no past track records. It
is also time consuming and slow to utilize paper business loan application.
Opportunities:
Median year-on-year decrease in bankruptcy rates stood at an average of 7.5% since
2012, reflecting improved economic climates for entrepreneurs.
We recommend utilizing a digitalized loan application process which allows loans to be
applied online, providing convenience to busy entrepreneurs.
• Every loan application will automatically run through a bank’s risk model.
• Detailed reports are generated for lenders to monitor borrowers loan activity and
credit spread.
67% of entrepreneurs cited the lack of capital
and cash flow management as their the top
concern.
Entrepreneurs may not be able to enjoy benefits
full-time employees have, such as insurance
plans which is often at the back of their mind.
Loan Approvals
41% of business owners
do not have life
insurance.
Big Banks
Small Banks
Institution lenders
24.3%
26.1%
48.7%
49.6%
63.8%
64.8%
June’17 June’18
66% of the people
worldwide think
entrepreneurship is a good
career choice.
77% of small business
rely on personal savings
for their initial funds.
77%
41%
66%
Insurance
Growing need for cost-effective insurance
management solutions catered to
entrepreneurs.
Provide customizable modular
insurance based on the size, budget
and needs of the company, while
automating claims for a seamless
user experience.
Raising
Capital
Increase demand for alternative forms of
credit scoring for new entrepreneurs who
may experience income volatility, and
have insufficient collateral.
Automatic and accurate evaluation
of entrepreneurs’ risk by analyzing
their digital footprint.
Increased profitability for banks to
provide loans to entrepreneurs by
converting their illiquid assets to
digital assets.
Automate payments to ensure timely
cash inflow from customers using
ledger technology.
One-stop digital solution that
manages company finances including
forecast adjustment based on
intrinsic and extrinsic factors.
Financial
Management
Increasing need for a convenient and
hassle-free cash flow management
solution that improves entrepreneurs’
bargaining power.
Client impact:
• Improved customer satisfaction with efficient and simple loan application process.
• Reduced time taken for loan applications and approvals from hours to minutes.
• The automated decline function freed up loan officers’ time.
• Removed the need for bank’s customers to physically visit a branch office to apply for
loan.
How can FIs help?
Addressable needs
Varun Mittal
Partner
FinTech Leader
varunmittalonline
Contact us:

The Future Silver Economy
Global trends
Context:
A bank is looking to make banking services more reliable and secure for the elderly
through guarding them against identity theft, as well as help them manage their finances
in a personable yet efficient fashion.
Opportunities:
The global silver economy is estimated to be valued at US$15 trillion by 2020.
• Integrating a machine-learning solution that understands the specific customer’s
financial profile, and identifies any suspicious behavior which differs considerably
from his usual financial activity.
• In the event where there may be suspicious behavior, alerts are automatically sent to
trusted family members, lawyers, or advisors.
• The machine-learning solution is able to understand financial behavior, such as
whether an individual is a net saver or net spender, and provides financial planning
and investment advice following the analysis.
The 'Silver Economy’ traditionally refers to
older people between 65 and 75 who retired.
In 30 years time, the number of people aged 60
years or over would have doubled. Over half of
the those aged below 30 years are worried
about growing older.
Globally, population aged 60 or over is growing
faster than all other age groups.
Growth
They are often concerned about saving up for
their retirement fund and health implications
that may arise from ageing.
Additionally, the number of people with
dementia worldwide is expected to increase to
82 million in 2030. This creates concern for
their financial management as they age.
Investments
Increased demand for customized
portfolio management for elderly as they
age and develop health complications.
Provide a convenient and reliable
investment tracking tool that can
automatically rebalance their portfolio with
minimal monitoring.
Insurance
Burgeoning elderly population requires
convenient insurance solution with user-
friendly interface catered to their needs.
Simplified, voice-activated, one-stop claims
solution which can share receipts with
insurance company and provide customer
service support.
Financial
Management
Real-time, 24/7 interface to explore financial
planning in a cost-effective way, built on a
secure platform that monitors clients’ financial
activities, identifying signs of exploitation or
anomalies.
Rising importance of secure, easy-to-use
and reliable banking services provider for
the elderly as they are susceptible to
identity theft.
Client impact:
• Earned the trust of the elderly clientele as a bank that is able to make transactions
secure and efficient.
• Streamlined and value-added digital customer service for a new growth market,
enabling the bank to have a stronger market hold compared to future competitors.
How can FIs help?
Addressable needs
Varun Mittal
Partner
FinTech Leader
varunmittalonline
Contact us:

Rural Agri-Laborers
Debt profile – Thai farmers
Farming and Agricultural operations employ
40% of Thailand’s 33 Million person workforce,
with an estimated contribution of 10% to the
national GDP.
Majority of the farms are family-run and smaller
in scale, making it difficult for them to secure
financing for their operations.
Context:
A financial institution was looking to implement a payment solution for one of its major
clients, a farming corporation with over 100,000 independent farmers and 154 buying
centers. Farmers would come to these buying centers to sell their produce, and in return
given cash. However this proved to be problematic as on occasion, over €120,000 was
being transferred daily, leading to the potential of robbery, staff misappropriation of
money, and the added logistics of depositing large amounts of cash into bank accounts
daily.
Opportunities:
Thailand’s agricultural export accounts for 8.4% of her GDP which amounts to USD 38.2
billion.
Applicable solution:
• Implement a web based system that allows produce to be weighed, and then
processing payments to vendor accounts upon completion.
• Automate most of the sale process, by only requiring personnel to spot check
products for quality control before automatically weighing.
These farms rely on outdated methods of
recording transactions and contracts.
Payments
One-stop mobile solution that records terms
of contract and automates payments.
Digital ledger that records transactions
and contracts to build trust between
buyers and sellers.
Insurance
A financial product that allows agri-
laborers to insure the most valuable
portions of their crops, hedging the risk of a
potential poor harvest and minimize losses.
Rising need for crop insurance given the
wider variability in crop yield.
Financing
A growing segment of agri-laborers need
flexible loan arrangements for seasonal
fluctuations in crop produce.
Implement a solution that allows agri-
laborers to instantly withdraw funds as
needed as opposed to a lump sum loan.
B$338
Billion
Average amount borrowed by loan sharks in
a year to finance farm operations and
higher entry costs.
Accumulated debt for a rural-agri farmers,
due to high interest rate.
Estimated increase in average annual
income by 2037, stipulated in the
government’s “Thailand 4.0” economic
model.
B$21.59
Billion
700%
Client impact:
• Generated credit scores using historical earnings of farmers, which can be utilized
should they wish to apply for a bank loan.
• Increased bank efficiency by reducing the amount of cash the bank counts and
handles each day.
How can FIs help?
Addressable needs
Varun Mittal
Partner
FinTech Leader
varunmittalonline
Contact us:

Students Studying Abroad
Global trends
With the world continuing to become connected,
more students have begun to recognize the value of
studying outside of their home country to gain a
global education, in addition to international
exposure.
Context:
A large bank was looking to provide a simplified banking solution for students abroad,
who often face difficulties managing their personal finances. The implementation of a
digital system would provide a seamless banking experience at an affordable cost for
them.
Opportunities:
Asian students account for 53% of all students studying abroad worldwide with the cost
of higher education abroad averaging around US$157,782. 45% of parents would
consider buying a property in their child's country of study and this growing market
requires financial services.
The bank is offering a mobile application tailored to the needs of travelers which includes:
• 24/7 foreign currency conversion on the app at competitive foreign exchange rates
by tracking the rates and converting them in real-time.
• Ability to top up the card wallet easily through the app or online.
• Enhanced security feature by allowing the card to be locked remotely via the app
when it is lost.
• Hold multiple currencies to avoid hidden charges by transacting in local currency.
• Withdrawals can be done overseas at selected ATMs.
• Travel insurance available for purchase.
Study Abroad
Destinations
• There are currently almost 5 million international
students globally today
• By 2025, it is projected that that number will rise to
over 8 million
• 53% of current global international students originate
from Asian countries
As a result of moving to a foreign country,
there are inconveniences and hurdles that
these international students face.
Payments
Multi-currency card which allows storing
of different currencies and offers
competitive exchange rate.
Increasing number of students studying
abroad imply a greater need for cashless
solution such as debit cards.
Insurance
Growing need for insurance policies
tailored to students studying abroad
such as insurance covering lost or stolen
items.
Bite-size travel insurance policy options
available for students to purchase their
desired level of coverage.
Savings
Rising demand for international bank
accounts in country of education.
Cross border accounts, with the ability to
utilize a singular bank account in several
countries and hold several currencies.
Client impact:
• Increased suite of services available for students studying abroad, providing them a
convenient and affordable banking option.
USA
U.K.
australia
france
germany
All other countries
How can FIs help?
Addressable needs
Varun Mittal
Partner
FinTech Leader
varunmittalonline
Contact us:

Non-Profit Organizations (NPOs)
Global trends
Context:
A bank is looking for a solution to provide increased transparency in the donation process
made by the donors to the NPOs’.
Opportunities:
From 2012-2018, online donations worldwide increased year-on-year at an average of
10.7%, cumulatively adding up to US$149.1 billion.
It is recommended that the FI utilize digital technology to prevent international aid
payments fraud.
• A cloud-based, end-to-end digital payments solution can be created to provide a
secure, private and fully-traceable service.
• Currency exchange can be done by the banks to eliminate the high foreign exchange
and bank fees.
• All transactions are traceable and permanently recorded on the platform.
• Fraud detection and protection programs are also included in the system.
Client impact:
• Decreased the cost of cross-currency payments through optimization of bank and
foreign exchange fees.
• Increased transparency of donations through payment tracking system.
Non-profit Companies
Charities
Religious
Organizations
Transparency
NPO’s heavy
reliance on
public funding
demands
greater
transparency in
donations.
Time
Due to the nature
of the non-profit
industry, raising
funds is a
recurring
struggle for them.
Traceability
30% of money
donated as foreign
aid is lost to
corruption and
fraud, according to
the United Nations.
40% of Millennial
donors are
enrolled in a
monthly giving
program.
25% of donors
complete their
donations on
mobile devices.
31% of donors
worldwide
donate to NPOs
outside their
country of
residence.
25%
Insurance
There is a growing need for group
insurance policies by NPOs without P&L
statements.
Insurance policy tailored to the needs of
NPOs.
Loans
Rising necessity of NPO-tailored loans for
acquisition, construction and equipment.
Assess creditworthiness of NPOs by
analyzing their payments footprint, such as
rent and utility bill payment.
Collections
Provide a affordable and transparent and
traceable solution to transfer money
overseas allowing customization of
payments frequency.
Increased desire by the public and NPOs
for cost-effective collection solutions that
offer a greater level of auditability and
traceability of donations.
40%
31%
How can FIs help?
Addressable needs
Varun Mittal
Partner
FinTech Leader
varunmittalonline
Contact us:

Gig Economy Workers
Global trends
Context:
A bank wanted to target gig workers who didn’t qualify for loans under traditional credit
scoring systems used to assess the risk of lending to individuals. Acknowledging that these
were potentially healthy clients, the bank was losing >90% of them to unconventional
competitor such as P2P lenders because of the lack of customer information.
Opportunities:
49% of gig workers are interested doing digital-enabled work. While 47% of gig workers
sell goods and services on platforms such as Carousell, 43% drive cars, 24% share online
content or videos and 11% have set up a start-up.
To increase the number of loans disbursed for these underserved individuals, it is
recommended that the bank develop an alternative credit scoring rubric for gig workers:
• Integrate a FinTech solution into the client’s mobile devices to collect their digital
footprint.
• The solution tailors a set of smart credit criteria rules based on bank’s preference and
gig worker’s usage pattern on their phones.
Client impact:
• Significant increase of loans disbursed with a delinquency increase of only 2.3%.
• User adoption reached 78% by the end of the trial.
• Reduced need for manual check as processing time is shortened by hours.
• Maintained FTE count for loan processing even when loan application increased.
Ride-Hailing Drivers
Digital “Influencers”
Entrepreneurs
From ride-hailing app
drivers to tech
entrepreneurs, there is a
rise in the number of
people working in the gig
economy. 33% of global
workforce is opting for
gig-economy work.
While the gig economy
offers flexibility and
independence, income is
volatile and “gig” workers
do not enjoy the same
benefits as employees in
large companies do.
Global motivations for gig economy
Primary Income
Interim Income
(between jobs)
55%
22%
19%
Supplementary
Income
50% of organizations report significant increase in
the use of gig workers over the last five years
36% of employees in APAC may lose access to health
protections
97% of the gig economy workers are likely to stay
for more than 2 years
Insurance
Increased preference for easy-
to-use, digital insurance
platforms that offer flexibility
and breadth specific to their on-
the-job risks. Optimize premium pricing for
each individual by providing
telematics insurance.
Digitally deliver usage-based
insurance tailored to gig workers’
lifestyle.
Personal
Loans
Offer short-term, flexible loans
by analyzing their digital
footprint.
Simplifying loan application
process across all channels by
leveraging on mobile
applications.
Burgeoning demand for
alternative forms of credit
scoring for gig workers as they
experience income volatility.
Financial
Management
Require an on-the-go, portfolio
management solution that suits
their dynamic schedule and risk
appetite.
Digital nomads require low-cost
and convenient cross-border
transactions solutions.
Mobile-first and wealth saving
platform using auto portfolio
rebalancing based on investors’
risk appetite.
Utilize remittance platform to
make cross-border transactions
simple and affordable.
50%
36%
97%
How can FIs help?
Addressable needs
Varun Mittal
Partner
FinTech Leader
varunmittalonline
Contact us:

58464
70939
99378
132161
USA
Singapore
UAE
Hong Kong
SINKs & DINKs (18-49 years old, no kids)
Global trends
Average spending on child‘s education (in USD)
Housing
Wedding loans
Childcare
expenses
Newly Weds often find it a struggle to manage
their finances. After paying off their wedding
and honeymoon, they have to consider housing
and education costs, should they have children.
Couples are not planning their outlay
properly before they have children.
Context:
A banking financial company is looking to provide personal loans for consumers online
without heavy documentation, which is often needed for large ticket loans. Couples who
wish to obtain recurring loans online instantly would be attracted to use this platform.
Opportunities:
Globally, the percentage of women having a two-child family had fallen by 7% in 20
years. In Thailand, childless couples form 16% of all Thai families due to the rising cost of
living and desire to improve discretionary income.
It is recommended that the bank utilize an online loan platform allowing customers to
obtain recurring loans while improving their credit worthiness.
• Self-learning chatbot allows application, document submission and loan approvals to
be on the website, messenger and on the application.
• Customers empowered to repay loans swiftly and timely by creating a seamless
payment solution, allowing loans to be repaid online or on the application.
75% of parents rely on their day-to-day income to
fund their children’s education rather than on longer-
term investments and savings.
61% of engaged couples plan to charge their expenses
to their credit card.
Personal
Loans
Customize loans for young
couples’ lifestyle and housing
needs.
Tailor loans for young couples by
analysing their digital footprint to
understand their needs.
Automatic and accurate evaluation
of young couples’ risk by analyzing
their digital footprint and
transaction history.
Client impact:
• Reduced operating cost of bank due to faster turn-around time using cloud based
technology.
• Increased loans available for customers who are borrowing short-term for everyday
uses due to faster turn-around time.
Increase demand for alternative
forms of credit scoring for young
couples who need to take on
multiple, customized loans.
Financial
Management
Increasing focus on growing
their retirement funds especially
for couples not planning to have
children.
Growing need for a convenient
investment portfolio and
financial management solution,
including saving up for an
emergency fund.
One-stop solution that includes
budgeting and expense control,
providing 24/7, real-time
monitoring.
Provide a convenient investment
tracking tool with the ability to
automatically rebalance the
portfolio.
75%
61%
How can FIs help?
Addressable needs
Varun Mittal
Partner
FinTech Leader
varunmittalonline
Contact us:

Singapore National Service Full-time (NSF)
Insurance
Opportunities
As per 8th December 2018 estimates, there are
45,800 NSFs serving in the military. These NSFs
receive equitable monthly allowances, and are
covered under an existing MINDEF/MHA group
insurance scheme.
Context:
A global financial services group was looking to expand it’s customer base by offering a
mobile, on-the-go insurance scheme for military personnel. However, they recognized
that these military personnel were regularly on the move, and many soldiers, sea men and
air men go for tours and deployments in far-away regions for months at a stretch.
Furthermore, some of these military personnel already had disabilities that were a direct
result of war, and the group wanted to create a seamless banking/insurance experience
for them.
• It is recommended for the group to set up a separate mobile channel for military men
and women who only have access low-bandwidth internet, one that keeps the
essentials of a mobile-banking/insurance solution.
• Furthermore, injured veterans i.e. visually impaired soldiers can deposit checks using
voice-guided Natural Language Processes (NLPs) features on their mobile devices.
Client impact:
For clients who installed the white-labelled application and agreed to the data collection
• Served military personnel who previously did not have access to conventional
business solutions while they were on military tours.
• Increased customer satisfaction with streamlined digital financial services for their
military clients.
• Removed high-bandwidth internet requirements, improving accessibility to financial
services for soldiers on the go.
However, the lack of accessibility and flexibility
with current financial solutions limit the value
provided to the NSF and the FIs.
Republic of Singapore Air Force
Republic of Singapore
Navy
Republic of
Singapore Army
$27,400
$22,100
$17,060
Estimated earnings for an NSF (22 months)
Cumulatively, the estimated earnings of all military NSFs over the
period of their 2 years would total to SGD $895,506,800
Estimated earnings for a combat specialist
Estimated earnings for a combat naval
Diver/Commando/Officer
Estimated earnings for a combat enlistee
Leveraging on data-centric solutions to
gather non-confidential data that optimizes
premium prices based on the NSF’s digital
footprint and their pre-assessed vocational
risk.
Increased preference for easy-to-use,
digital insurance platforms that offer
flexibility and breadth in terms of
coverage, beyond just life, disability, and
accident.
Growing insurance needs for NSFs who
require follow-up insurance solutions
after their tenure of service (for health
conditions that arise in their line of
service)
Burgeoning demand for insurance
schemes that offer tailored plans, covering
vocation-specific risks and
responsibilities.
Seamless and customized insurance plans
for servicemen that follows through beyond
their Operationally-Ready-Date (ORD).
Digitally assisted, one-stop solution for
servicemen to share reports with the
insurer, from wherever they are in the
world.
How can FIs help?
Addressable needs
Varun Mittal
Partner
FinTech Leader
varunmittalonline
Contact us:

EY | Assurance | Tax | Transactions | Advisory
About EY
EY is a global leader in assurance, tax, transaction and advisory services. The
insights and quality services we deliver help build trust and confidence in the capital
markets and in economies the world over. We develop outstanding leaders who team
to deliver on our promises to all of our stakeholders. In so doing, we play a critical role
in building a better working world for our people, for our clients and for our
communities.
EY refers to the global organization, and may refer to one or more, of the member
firms of Ernst & Young Global Limited, each of which is a separate legal entity. Ernst
& Young Global Limited, a UK company limited by guarantee, does not provide
services to clients. For more information about our organization, please visit ey.com.
© 2019 EYGM Limited.
All Rights Reserved.
EYG no. 000980-19Gbl
This material has been prepared for general informational purposes only and is not
intended to be relied upon as accounting, tax or other professional advice. Please
refer to your advisors for specific advice.
ey.com

EY Customer Segments Banking Offerings

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