Published on March 11, 2014
Copyright © 2012, Everest Global, Inc. EGR-2013-11-PD-1005 Topic: Banking BPO Service Provider Profile Compendium Banking, Financial Services, and Insurance (BFSI) Outsourcing Market Report: December 2013 – Preview Deck
Copyright © 2012, Everest Global, Inc. EGR-2013-11-PD-1005 2 Our research offerings for global services Subscription information The full report is included in the following subscription(s) – BFSI BPO In addition to published research, a subscription may include analyst inquiry, data cuts, and other services If you want to learn whether your organization has a subscription agreement or request information on pricing and subscription options, please contact us: Corporate Headquarters Office: +1-214-451-3000 email@example.com European Headquarters Office: +44-207-129-1318 firstname.lastname@example.org 1 Banking, financial services, and insurance Custom research capabilities Benchmarking | Pricing, delivery model, skill portfolio Peer analysis | Scope, sourcing models, locations Locations | Cost, skills, sustainability, portfolio – plus a tracking tool Tracking services | Service providers, locations, risk Other | Market intelligence, service provider capabilities, technologies, contract assessment Finance & accounting Procurement Human resources Recruitment process PricePointTM Global sourcing Locations InsiderTM Contact center Transaction Intelligence Healthcare information technology Information technology Cloud VistaTM BFSI1 business process BFSI1 information technology Market VistaTM Global services tracking across functions, sourcing models, locations, and service providers – industry tracking reports also available
Copyright © 2012, Everest Global, Inc. EGR-2013-11-PD-1005 3 Everest Group’s definition of BFSI includes the following three segments 1 Business-to-consumer relationships 2 Business-to-businessrelationships Retail financial services (B2C1) – Retail banking – Lending – Cards Commercial banking (B2B2) Banking Investment banking Asset management Custody & fund administration Brokerage Capital markets Life & pensions Property & casualty Insurance Note: This report covers vertical-specific BPO within the banking space. The report does not include coverage of horizontal business processes such as F&A, HR, procurement, and contact centers Banking, Financial Services, and Insurance (BFSI) Focus of this report
Copyright © 2012, Everest Global, Inc. EGR-2013-11-PD-1005 4 Table of contents (page 1 of 2) Section I: Banking BPO service provider landscape snapshot 7 Section II: Profile of banking BPO Leaders 13 Genpact 14 TCS 19 Section III: Profile of banking BPO Major Contenders 24 Cognizant 25 EXL 30 HCL 35 iGATE 40 Infosys 45 MphasiS 50 Serco 55 Sutherland Global Services 60 Wipro 65 WNS 70 Xerox 75 Topic Page no.
Copyright © 2012, Everest Global, Inc. EGR-2013-11-PD-1005 5 Table of contents (page 2 of 2) Section IV: Profile of banking BPO Emerging Players 80 CSC 81 Dell 86 Syntel 92 Tech Mahindra 97 Section V: Appendix 102 PEAK Matrix framework 103 Glossary of terms used in the report 104 Banking BPO research agenda 105 Reference 106 Topic Page no.
Copyright © 2012, Everest Global, Inc. EGR-2013-11-PD-1005 6 ABC (page 1 of 5) Banking BPO overview Recent acquisitions and partnerships XX XX XX XX Recent developments XX XX XX XX Suite of services XX XX XX XX 2010 2011 2012 Revenue (US$ million) XX XX XX Number of FTEs XX XX XX Number of clients XX XX XX Company overview XXX Key leaders XX XX Headquarter: XX XX Website: www.xxx.com
Copyright © 2012, Everest Global, Inc. EGR-2013-11-PD-1005 7 ABC (page 2 of 5) Banking BPO location landscape Hyderabad Bangalore Mangalore Chennai Kolkata Pune London New York Singapore Hong Kong U.S. Minot Des Moines Source: Everest Group (2012)
Copyright © 2012, Everest Global, Inc. EGR-2013-11-PD-1005 8 Split of FTEs by location FTEs in numbers Banking BPO revenue mix by geography Revenue in $US million Banking BPO FTE mix by segment FTEs in numbers ABC (page 3 of 5) Banking BPO – capabilities and key clients Key Banking Engagements Client name LoB Region Year since client XX XX Credit cards United States 2006 XX XX Commercial banking United Kingdom 2007 XX XX Retail banking Global 2010 XX XX Lending Australia 2011 Retail Commercial banking Offshore North America Europe Credit Cards Lending Asia Pacific South America Onshore Nearshore Middle East & Africa Source: Everest Group (2012)
Copyright © 2012, Everest Global, Inc. EGR-2013-11-PD-1005 9 ABC (page 4 of 5) Banking BPO technology solutions/tools XXXXX XXXXX XXXXX XXXXX Banking-specific solutions/tools Analytics Platform/cloud Social media and mobility
Copyright © 2012, Everest Global, Inc. EGR-2013-11-PD-1005 10 ABC (page 5 of 5) Competitive position and assessment Market share by region North America Europe South America Asia Pacific Middle East & Africa Market share by banking BPO line of business Cards Retail Lending Commercial banking Overall market share By active contracts By FTEs By revenue Delivery capability assessment Assessment dimension Rating Remarks Scale XXX Scope XXX Technology capability XXX Delivery footprint XXX ABC is a Major Contender on Everest Group PEAK Matrix for banking BPO Overall remarks XXXXXXXXXX Banking BPO delivery capability (Scale, scope, technology, and delivery footprint) Marketsuccess Low High Low High 25thpercentile 75th percentile 75thpercentile 25th percentile Emerging Players Leaders Major Contenders ABC High Low Source: Everest Group (2013)
Copyright © 2012, Everest Global, Inc. EGR-2013-11-PD-1005 11 BFSI BPO research calendar 2013 Topic Published Current June-2013Analytics in Banking: War is Ninety Percent Information January-2013Insurance BPO Service Provider Profile Compendium Release date Q4-2013BFSI BPO Service Provider Profile Compendium – Insurance BPO Q4-2013Insurance BPO – Service Provider Landscape with PEAK Matrix Assessment 2013 Q4-2013Insurance BPO – Annual Report 2013 December-2013Capital Markets BPO – Service Provider Landscape with PEAK Matrix Assessment 2013 Q4-2013Capital Markets BPO – Service Provider Profile Compendium 2013 December-2013Banking BPO – Service Provider Profile Compendium 2013 September-2013Banking BPO – Service Provider Landscape with PEAK Matrix Assessment 2013 August-2013Banking and Financial Services (BFS) BPO Annual Report 2013 – Small is the New Big!
Copyright © 2012, Everest Global, Inc. EGR-2013-11-PD-1005 12 Additional BFSI BPO research references The following documents are recommended for additional insight on the topic covered in this report. The recommended documents either provide additional details on the topic or complementary content that may be of interest. 1. BFS BPO Annual Report 2013 – Small is the New Big! (EGR-2013-11-R-0912); 2013.This report assists key stakeholders (buyers, service providers, and technology providers) understand the changing dynamics of the BFS BPO market and help them identify the trends and outlook for 2013. In this backdrop, this report provides comprehensive coverage of the global BFS BPO market including detailed analysis of market size & growth, buyer adoption trends, banking and capital markets BPO solution characteristics, and service provider landscape 2. Analytics in Banking: War is Ninety Percent Information (EGR-2013-11-R-0888); 2013: This report provides a comprehensive understanding of the analytics services industry with focus on banking domain. Analytics adoption in the banking industry is covered in depth, covering various aspects such as market size, key drivers, recent analytics initiative, and challenges. The report also analyses the trends in analytics deals for various banking subverticals (cards, retail, commercial, and lending) and evaluates analytics capabilities of 20+ service providers in the banking space 3. Banking BPO – Service Provider Landscape with PEAK Matrix™Assessment 2013 (EGR-2013-11-R-0946) 2013: This report assists key stakeholders (financial institutions, service providers, and technology providers) understand the changing dynamics of the banking BPO service provider landscape. It will also help them identify market Leaders, Major Contenders, and Emerging Players for 2012. The report provides detailed analysis of service provider market shares, relative position on Everest Group PEAK Matrix, service provider capability assessment, and emerging service provider trends Phone: +1-214-451-3110 Email: email@example.com Everest Group Two Galleria Tower 13455 Noel Road, Suite 2100 Dallas, TX 75240 For more information on this and other research published by the Everest Group, please contact us: Rajesh Ranjan, Vice President: Anupam Jain, Practice Director Vikas Menghwani, Analyst: FS BPO Team: firstname.lastname@example.org email@example.com firstname.lastname@example.org FSBPOresearch@everestgrp.com
Blogs www.sherpasinblueshirts.com www.gainingaltitudeinthecloud.com Twitter @EverestGroup @Everest_Cloud Stay connected Websites www.everestgrp.com research.everestgrp.com Dallas (Headquarters) email@example.com +1-214-451-3000 New York firstname.lastname@example.org +1-646-805-4000 Toronto email@example.com +1-647-557-3475 London firstname.lastname@example.org +44-207-129-1318 Delhi email@example.com +91-124-284-1000 At a glance With a fact-based approach driving outcomes, Everest Group counsels organizations with complex challenges related to the use and delivery of the next generation of global services Through its practical consulting, original research, and industry resource services, Everest Group helps clients maximize value from delivery strategies, talent and sourcing models, technologies, and management approaches Established in 1991, Everest Group serves users of global services, providers of services, country organizations, and private equity firms in six continents across all industry categories
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