The mortgage operations landscape is becoming increasingly competitive as enterprises continue to look for solutions to improve their capabilities, expand their footprint, and gain market share. Some of the factors shaping the mortgage industry landscape include interest rate changes, shifts in consumer behavior, the rise of digital elements, and the evolving regulatory environment. In this environment, non-banks continue to gain momentum due to the increased leverage of technology and digital and a rise in the demand for ancillary services in mortgage operations. To stay competitive, enterprises are embracing digital technologies, including advanced analytics and cognitive aids, to provide customers a seamless and personalized experience. Consequently, their demands from service providers have moved beyond cost efficiencies to value addition to facilitate their transformation agendas. In this research, we take a close look at how enterprises are embracing digital technologies to improve customer experience and examine the evolving role of outsourcing service providers, which are increasingly becoming partners to enterprises by providing end-to-end solutions. Scope Industry: Banking and Financial Services (BFS) Geography: global Contents In this report, we analyze: Key challenges that financial institutions face in mortgage operations Emerging areas in mortgage operations that are gaining traction Key outsourcing trends in the mortgage operations industry Key recommendations for enterprises and service providers Membership(s) Banking Business Process Sourcing and Vendor Management

Capital Markets – Service Provider Compendium provides accurate, comprehensive, and fact-based snapshots of 24 service providers, including their scale of operations, technology solutions, risk management & regulatory reporting, and delivery locations, along with Everest Group’s PEAK Matrix® service provider assessment. The compendium also sheds light on the global capital markets operations service provider landscape. The study will enable current and potential buyers of capital markets operations to assess the providers on their strengths and limitations based on desired capabilities. Scope Industry: Banking and Financial Services (BFS) Geography: global Contents Each service provider profile provides the following capital markets-related details: Service suite and scale of operations: key leaders, services suite, FTEs, revenue, recent developments, and partnerships Delivery locations: city-level detail of key delivery locations worldwide Capabilities and clients: major engagements, revenue split by geography and industry, and number of clients by buyer size Technology solutions: brief descriptions of key technology solutions Risk and regulatory reporting: details around risk management and regulatory reporting Everest Group assessment: service provider’s position on the Everest Group PEAK Matrix®, market share and delivery capability assessment, and overall evaluation of service provider capabilities Membership(s) Banking Business Process Sourcing and Vendor Management

The debt collections space has remained unchanged for ages, with the call-and-collect method working quite well for lenders until recently. However, with changing borrower demographics and borrowers becoming more digitally savvy, phone calls are increasingly providing an extremely low Return on Investment (RoI). More recently, with the pandemic causing a significant spike in delinquent loans and a shift to the remote working model, the traditional approach poses operational challenges too. Different borrowers have different circumstances and their motivations to repay differ significantly too. This study explores the traditional debt collections process and the challenges associated with it. It underscores the various drivers for change in the collections program. We also explore how collections of the future should be designed and how different digital levers can be leveraged to achieve this change. We conclude by highlighting some of the key considerations for lenders as they embark on the journey to create a futuristic collections model. Scope Industry: Banking and Financial Services (BFS) Geography: global Contents In this research, we examine: The traditional collections process The need for collections to evolve Collections of the future Considerations for lenders as they design a future-ready collections model Membership (s) Banking Business Process Sourcing and Vendor Management

Financial Crime and Compliance (FCC) Operations Service Provider Compendium provides accurate, comprehensive, and fact-based snapshots of 23 FCC operations service providers, including their scale of operations, technology solutions, and delivery locations, along with Everest Group’s PEAK Matrix® service provider assessment. The compendium also sheds light on the global pharmacovigilance and complaint management service provider landscape. The study will enable current and potential buyers of pharmacovigilance and complaint management operations to assess the providers on their areas of strength and limitations based on desired capabilities. Scope Industry: Banking & Financial Services (BFS) Geography: global Contents Each service provider profile captures the following pharmacovigilance and complaint management-related details: Service suite and scale of operations: key leaders, service suite, FTEs, revenue, recent developments, and partnerships Delivery locations: city-level detail of key delivery locations worldwide Capabilities and clients: major engagements, revenue split by geography, FTE split by process coverage and location, and number of contracts by buyer size Technology solutions: brief descriptions of key technology solutions Everest Group assessment: service provider’s position on the Everest Group PEAK Matrix®, market share and delivery capability assessment, and overall evaluation of service provider capabilities Membership(s) Banking Business Process Sourcing and Vendor Management

The Financial Crime and Compliance (FCC) operations space is a fast-growing area within the Banking and Financial Services (BFS) industry. Banks and other financial institutions are working to meet the tightening regulatory norms and safeguard themselves from financial crimes, while maintaining their operational costs. Evolving regulations in the financial sector call for a dynamic regulatory compliance check, which is difficult for these institutions to manage globally. The pandemic has only added to the woes of financial institutions, with agent availability and transaction volumes getting impacted simultaneously. The growing requirement for FCC support and digital has opened opportunities for service providers to augment their capabilities and add offerings for advisory, platform-led services, and advanced digital solutions. For buyers, the need to increase efficiency and productivity by reducing false positives and manual intervention remains paramount. Service providers have the opportunity to go beyond managing only the operations and transforming engagements into more strategic partnerships. This report provides a detailed analysis of the vision, delivery capabilities, and market successes of 23 FCC operations service providers and their relative position on the Everest Group PEAK Matrix® for FCC Operations. The study will assist key stakeholders, such as banks, financial institutions, service providers, and technology providers, in understanding the current state of the FCC operations service provider market. Scope We have studied the following FCC operations service providers as part of this research: Accenture, Atos Syntel, Capgemini, Cognizant, DXC Technology, Exela Technologies, EXL, Genpact, Guidehouse, HCL Technologies, IBM-Promontory, Infosys, KPMG, Mphasis, NTT Data, PwC, Sutherland Global Services, TCS, Tech Mahindra, Teleperformance, TMF Group, Wipro, and WNS. In this report, we cover vertical-specific FCC operations. We have not covered horizontal business processes such as Finance and Accounting (F&A), Human Resources (HR), procurement, and contact center. Industry:banking and financial services Geography: global Contents This report features 23 FCC operations service provider profiles, each of which includes: Relative positioning of the service provider on Everest Group’s PEAK Matrix® for FCC Operations Service provider market impact Service provider vision and capability assessment across key dimensions Enterprise sourcing considerations Membership(s) Banking Business Process Sourcing and Vendor Management

The traditional mortgage lending process has been long due for transformation. Even with breakthroughs in customer service, customer experience continues to present a challenge. It is, in fact, one of the main differentiators for lenders. Several processes such as branch visits, documentation, and age-old credit calculation mechanisms present a huge transformation opportunity. The need to transform does not arise only to enhance customer experience but also to comply with the evolving regulatory and competitive landscape. Digital intervention is the key to transform mortgage lending, and the COVID-19 pandemic has also accelerated this push toward digital, making this the right time to embark on a digital transformation journey. In this paper, we examine the current mortgage lending process, identify the key pain points for customers, and design a roadmap for the future. We recommend that banks look at digital solutions and transformation more holistically to achieve a seamless and truly integrated lending experience for customers. Scope Industry: Banking and Financial Services (BFS) Geography: global Contents In this paper, we discuss: The present mortgage lending scenario The need to change Roadblocks to digital adoption The relevance of digital in mortgage lending today Membership(s) Banking and Financial Services (BFS) - Business Process Outsourcing (BPO) Sourcing and Vendor Management

The Mortgage Operations – Service Provider Compendium provides accurate, comprehensive, and fact-based snapshots of 19 service providers. Each profile includes scale, scope, technology solutions, risk management & regulatory reporting support, delivery locations, and Everest Group's assessment of the provider. We also present the providers’ scale of operations, technology solutions, and delivery locations, along with Everest Group’s PEAK Matrix® service provider assessment. The compendium also sheds light on the global mortgage operations service provider landscape. The study will enable current and potential buyers of mortgage services to assess the providers on their areas of strength and development based on their desired capabilities. Scope The report evaluates 19 mortgage operations service providers: Accenture, Capgemini, Cognizant, Computershare Loan Services, Conduent, DXC Technology, Exela Technologies, EXL, HCL Technologies, Infosys, Mphasis-Digital Risk, Peoples Processing, Sutherland Global Services, Sourcepoint, TCS, Teleperformance, Unisys, Wipro, and WNS. Contents Each service provider profile captures the following mortgage operations-specific details Service suite and scale of operations, including key leaders, suite of offerings, FTEs, revenue, and recent developments Delivery locations, covering city-level details of key delivery locations across the world Capabilities and clients, including major engagements, revenue split by geography, FTE split by process coverage & location, and the number of clients by buyer size Technology solutions, capturing brief profiles of key technology solutions Risk management & regulatory reporting, profiling the providers’ risk management & regulatory reporting capabilities Everest Group assessment, including the service provider’s position on the Everest Group PEAK Matrix<span style="vertical-align: 4px; font-size: 10px;">®</span>, market share & delivery capability assessment, and overall remarks on service provider capabilities Membership(s) Banking Business Process Sourcing and Vendor Management

In this study, we analyse the impact of COVID-19 on the BFS industry. We also recommend BFS enterprises to look at digital, not just as a means to fix current problems, but as a strategic exercise to create differentiation and resilience to any disruptions such as those caused by the COVID-19 pandemic. We also suggest ways in which enteprises can design a robust back-to-work strategy and look at portfolio restructuring as an option to gain some flexibility and scalability. Scope Industry: BFS Geography: global Contents In this research, we: Analyze the impact of COVID-19 on different BFS segments Explore the performance of service providers Study the different working models implemented Suggest ways to succeed in the next normal Membership(s) Banking Business Process Sourcing and Vendor Management

Mortgage operations are among the largest submarkets within banking operations and are becoming increasingly competitive as enterprises look for newer solutions to improve capabilities, expand footprint, and gain market share. Some of the factors shaping the mortgage industry include interest rate changes, shifts in consumer behavior, rise of digital elements, and the evolving regulatory environment. To stay competitive, enterprises are increasingly embracing digital technologies such as advanced analytics and cognitive aids to provide customers a seamless and personalized experience, which has become important given the pandemic. Consequently, enterprise demands from service providers have also moved beyond cost efficiencies to value additions to support their transformation agendas. In this research, we present an assessment of 19 mortgage operations service providers featured on the Mortgage Operations – Services PEAK Matrix®. The assessment is based on Everest Group’s annual RFI process conducted over Q2 and Q3 2020, interactions with leading mortgage operations service providers, client reference checks, and an ongoing analysis of the mortgage services market. Scope We have studied the following mortgage operations service providers as part of this research: Accenture, Capgemini, Cognizant, Computershare Loan Services, Conduent, DXC Technology, Exela Technologies, EXL, HCL Technologies, Infosys, Mphasis-Digital Risk, Peoples Processing, Sourcepoint, Sutherland Global Services, Teleperformance, TCS, Unisys, Wipro, and WNS. In this report, we cover vertical-specific mortgage operations. We have not covered horizontal business processes such as Finance and Accounting (F&A), Human Resources (HR), procurement, and contact center. Contents This report features 19 mortgage operations service provider profiles, each of which includes: Relative positioning of the service provider on Everest Group’s PEAK Matrix® for Mortgage Operations Service provider market impact Service provider vision and capability assessment across key dimensions Comments about the service providers Membership(s) Banking Business Process Sourcing and Vendor Management

Know Your Customer (KYC) and Anti Money Laundering (AML) processes form the backbone of financial institutions’ financial crime and compliance programs. These processes have been traditionally manual, with agents screening and monitoring activities largely on their own. However, a manual approach faces several challenges, such as continuously evolving regulations, high cost of ownership, and limited business continuity. Intelligent automation can help institutions revamp their KYC and AML processes and achieve several business benefits. Simple automation of repetitive tasks can act as a stepping-stone and should be followed by the implementation of intelligent automation solutions to reduce agent intervention. As banks embrace digital transformation more rapidly, such projects can act as business cases that help drive the overall transformation agenda. This paper explores the challenges associated with the currently deployed manual approach to KYC and AML processes, the evolution of KYC and AML processes, and how intelligent automation can help meet the challenges effectively. Scope Industry: Banking and Financial Services (BFS) Geography: global Contents In this paper, we discuss: The pressures to improve KYC and AML processes Current state of KYC and AML processes Evolution of KYC and AML processes How intelligent automation can help achieve digital transformation The way forward Membership(s) Banking and Financial Services (BFS) - Business Process Outsourcing (BPO)