PIC – Customer Information Platform (medium-sized businesses & corporate segments) Qorus-Infosys Finacle Banking Innovation Awards 2025 - Winner

Reasons behind the initiative In 2021, novobanco conducted a comprehensive review of the lending journey for enterprise clients. The goal was to identify pain points and opportunities for improvement from both employee and client perspectives. The findings revealed a fragmented and inefficient credit process that created challenges across multiple roles: • Relationship Managers were burdened with manual data collection from multiple systems, requiring time-consuming aggregation and formatting. • Credit Analysts lacked a unified interface to validate and analyze information, often receiving outdated or inconsistent data. • Clients experienced delays and inconsistent service due to the lack of standardization and real-time insights. A critical requirement from credit analysts was the ability to assess not only the individual client but also their economic group peers—requiring consolidated, up-to-date information at the group level. The process was: • Highly manual and error-prone • Time-intensive and inconsistent • Dependent on non-standardized documents • Lacking a single source of truth To address these challenges, novobanco defined a clear set of priorities: • Simplify operational data sources • Eliminate manual data processing • Enable access to information at contract, product, client, and economic group levels • Preserve historical data for traceability • Centralize data collection through a Golden Source • Generate a standardized, auditable document for digital annexation • Refresh data daily to ensure accuracy and reliability These needs laid the foundation for the creation of PIC—an integrated, intelligent platform designed to transform the credit process for medium-sized and corporate clients. Concept: The creation of PIC was driven by two strategic goals: 1. Standardizing and qualifying the information used in credit processes 2. Improving the experience of both relationship managers and decision-makers These needs were validated through extensive user interviews and surveys, which highlighted inefficiencies, inconsistencies, and operational risks in the existing process. PIC – Customer Information Platform is a comprehensive digital solution developed under novobanco’s Enterprise Lending program. It centralizes and qualifies financial and economic data for medium-sized and corporate clients, including their economic group peers. The platform functions as an integrated, real-time dashboard that enables: • Relationship Managers to prepare credit proposals more efficiently • Credit Analysts to assess risk and make faster, more informed decisions • Commercial Teams to access a consolidated knowledge hub for client insights and ad-hoc analysis In addition to data visualization, PIC supports on-demand document generation, streamlining the preparation of credit proposals and ensuring consistency across the organization. Key capabilities include: • Aggregation of data across multiple dimensions: Risk, Exposure, Deposits, Client Portfolio, Collaterals, Amortization Plans, Financials, Market Share, and Profitability • Real-time data refreshes several times per day • Multilevel analysis—from individual contracts to full economic groups • Seamless integration with DUADC (Unified Credit Decision Document) PIC was piloted in September 2022 and fully integrated into the credit process by March 2024. It replaces fragmented, manual workflows with a scalable, auditable, and user-friendly solution—delivering a step-change in operational efficiency and decision quality. Objectives: PIC was designed to transform the credit process by improving speed, consistency, and data reliability. Its objectives are both operational and strategic, aiming to deliver measurable impact across the organization. Key objectives include: • Eliminate at least six legacy documents from the credit process • Integrate seven key dimensions of client information: Loans, Collaterals, CRBP, Risk, Financials, RAROC, and Client Portfolio • Standardize how information is used and presented across the bank • Support relationship managers during client visits with real-time insights • Ensure daily updates of all client data • Generate a single, auditable document (DUADC) supporting over 90% of credit proposals • Reduce credit proposal preparation time by approximately 90 minutes

State of competition: While there are other internal and external tools for managing client information, PIC stands out for its: • Transversality: Covers the full credit lifecycle, from origination to decision • Integration: Seamlessly embedded with DUADC and other internal systems • Tailored Design: Built specifically for novobanco’s corporate credit process No other solution—internal or market-based—offers the same level of alignment with novobanco’s needs. Next steps for PIC include: • Simulating and automating credit decisions using historical data • Generating client summary suggestions for relationship managers • Expanding to the small business segment, adding 250 or more new users PIC’s structure was shaped by user feedback, service design methodologies, and dashboard best practices—ensuring it meets real-world needs.

Involved Departments: PIC’s success is the result of deep cross-functional collaboration. The following departments played a key role in its development and implementation: • Transformation • Credit • Commercial Experts (Medium-sized Businesses & Corporate Segments) • Risk • Data & Analytics • IT This multidisciplinary approach ensured that PIC was not only technically robust but also aligned with business goals and user expectations.