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

The banking operations outsourcing market has become relatively consolidated at the top, with leading players capturing a higher market share over the last year and the entry of specialists in a few banking segments. Lending and payments verticals have remained at the forefront of service providers’ revenue growth. To cater to enterprise demand to become future-ready, agile, and resilient, service providers are differentiating themselves by offering BPaaS-led transformative solutions, combined with industry expertise and an advisory-led approach. They are also actively leveraging the partnership ecosystem and new acquisitions to augment their capabilities and improve their offerings’ time-to-market. Buyers are increasingly looking to partner with service providers that can provide strategic support in the form of proactive guidance on industry best practices, customer experience design, and faster, cheaper, and better transformative models. This report provides a detailed analysis of the vision, delivery capabilities, and market successes of 31 banking operations service providers and their relative position on the Everest Group PEAK Matrix® for Banking Operations. The study will assist key stakeholders, such as banks, financial institutions, service providers, and technology providers, in understanding the current state of the banking operations service provider market. Scope In this report, we study vertical-specific banking 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 31 banking operations service provider profiles, each of which includes: Relative positioning of the service provider on Everest Group’s PEAK Matrix® for Banking 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

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 landscape for capital markets operations is becoming increasingly competitive, as enterprises continue to look for newer solutions to improve their capabilities, expand their footprint, and gain market share. With the pandemic disrupting the industry last year, enterprises are also increasingly focusing on the need to become future-ready, agile, and resilient to manage volume fluctuations and staff shortages. The pandemic has thus accelerated the demand for digitalization and technology enhancements, with enterprises actively considering automation, Artificial Intelligence (AI), advanced analytics, Machine Learning (ML), and cognitive solutions. Service providers are differentiating themselves by offering end-to-end transformative solutions, combined with domain and industry expertise, an advisory-led approach, transformation frameworks, and next-generation innovative offerings leveraging automation and analytics. They are also actively leveraging the partnership ecosystem to augment their capabilities and improve their offerings’ time-to-market. Buyers are increasingly looking to partner with service providers that can provide end-to-end and strategic support in the form of proactive guidance on industry best practices, customer experience design, and “build for transformation” set-ups. This report provides a detailed analysis of the vision, delivery capabilities, and market successes of 24 capital markets operations service providers and their relative position on the Everest Group PEAK Matrix® for Capital Markets Operations. The study will assist key stakeholders, such as banks, financial institutions, service providers, and technology providers, in understanding the current state of the capital markets operations service provider market. Scope In this report, we cover vertical-specific capital markets 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 24 capital markets operations service provider profiles, each of which includes: Relative positioning of the service provider on Everest Group’s PEAK Matrix® for Capital Markets 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

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 corporate actions space, marked with various risks and challenges at multiple life cycle stages, has so far been considered to be an inefficient, unstructured process that is hard to automate. But with the volume and complexity of corporate actions rising exponentially, their efficient processing has become a priority. This paper sheds light on some of the complexities and risks characterizing this space and their related implications. We highlight the key areas in which issuers and market participants should invest and take a closer look at the third-party support that enterprises can leverage. Finally, we take a look at the pandemic’s transformative impact on corporate actions processing, with the role of technology and digital levers in solving some of the biggest organization’s challenges intensifying more than ever before. Scope Industry: Banking and Financial Services (BFS) Geography: global Contents In this paper, we discuss: The present state of corporate actions Digital leverage to transform corporate actions processing Third-party support for enterprises Impact on COVID-19 on the corporate actions space 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

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

The Banking BPS – Service Provider Compendium provides accurate, comprehensive, and fact-based snapshots of 31 banking BPS service providers. In it, we 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 banking BPS service provider landscape. The study will enable current and potential buyers of banking services to assess the providers on their areas of strength and development based on desired capabilities. Scope The report evaluates 31 banking BPS service providers: Accenture, Avaloq, Atos-Syntel, Capgemini, CGI, Cognizant, Concentrix, Conduent, Conneqt, Datamatics, DXC, Exela, Equiniti, EXL, Firstsource, FIS, Genpact, HCL, IBM, Infosys, Mphasis, NIIT, NTT DATA, Sutherland Global Services, Teleperformance, TCS, Tech Mahindra, Virtusa, Volante, Wipro, and WNS. Contents Each service provider profile captures the following banking BPS-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 and Financial Services (BFS) - Business Process Outsourcing (BPO)