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 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

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 financial services industry experienced significant disruption during the last decade. The number, diversity, and scale of new organizations in the market have also grown significantly in recent years. As non-banks scale, they face the challenge of running operations efficiently at a low cost; as a result, they are seeking the support of third-party service providers to tackle operational challenges. As some nonbanks are developing their association with third-party service providers, the industry is realizing that this support offers benefits beyond primary outsourcing drivers of staff augmentation and cost reduction. Service providers can combine their strengths, such as access to resources, trust of customers, and expertise in core banking services, with the innovative offerings of nonbank firms or to cope with the significant challenges they are facing in the marketplace. Scope Industry: Banking and Financial Services (BFS) Geography: global Contents In this paper, we discuss: Nonbanks in the financial services market Operational challenges faced by nonbanks How are outsourcing service providers helping in overcoming those challenges Nonbank and service provider collaboration models 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 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 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