Client Case Study
About the client
A mortgage and retail banking institution in the US. The mortgage-banking segment
includes origination of both adjustable and fixed rate mortgage loans. The Retail
Banking network consists of over 80 full service banking offices and over 120
automated teller machines.
The bank had outsourced its mortgage back office operations along with banking call
center operations to multiple service providers in India. The bank desired to carry out
vendor management in terms of service level management, performance capabilities,
risks and IT security in order to get an assurance on the current operations, to help
them choose a preferred service provider for their future ramp-up.
Challenges
The processes in scope were manual, complex and had multiple handoffs and
exception. The processes carried sensitive and confidential data and required skilled
manpower for effective execution. The presence of multiple service providers carrying
out same/different processes warranted for a framework to gauge service levels and
assess performance on common parameters. This activity involved developing Key
Performance Indicators for each process and then evaluating each vendor on these
parameters
Advantage Global was chosen to manage and assess vendor performance to provide
desired level of service across service providers.
Advantage Global Solution
Advantage Global carried out a comprehensive study of the service provider operations
and support practices involving:
• Review of operations
• Review of IT infrastructure with an emphasis on data security
• Evaluated the performance of support functions being extended to the banks
operations
• Review the the performance metrics of the service provider operations.
• Recommending the leading industry practice to the service providers in order to fulfill
the deviations that existed in their operations.
• Review of risk management framework
Key features of the assignment
• Reviewing the service providers against the leading practices based on industry
standards like COPC, eSCM and BS7799
• Risk based methodology to cover the people, process and technology aspects of the
service providers.
• Objective comparison of service providers on the same platform.
Benefits
• Objective vendor assessment that helped in streamlining the outsourcing activities
and better engagement model driven by the value being provided by the service
provider.
About the client
A mortgage and retail banking institution in the US. The mortgage-banking segment
includes origination of both adjustable and fixed rate mortgage loans. The Retail
Banking network consists of over 80 full service banking offices and over 120
automated teller machines.
The bank had outsourced its mortgage back office operations along with banking call
center operations to multiple service providers in India. The bank desired to carry out
vendor management in terms of service level management, performance capabilities,
risks and IT security in order to get an assurance on the current operations, to help
them choose a preferred service provider for their future ramp-up.
Challenges
The processes in scope were manual, complex and had multiple handoffs and
exception. The processes carried sensitive and confidential data and required skilled
manpower for effective execution. The presence of multiple service providers carrying
out same/different processes warranted for a framework to gauge service levels and
assess performance on common parameters. This activity involved developing Key
Performance Indicators for each process and then evaluating each vendor on these
parameters
Advantage Global was chosen to manage and assess vendor performance to provide
desired level of service across service providers.
Advantage Global Solution
Advantage Global carried out a comprehensive study of the service provider operations
and support practices involving:
• Review of operations
• Review of IT infrastructure with an emphasis on data security
• Evaluated the performance of support functions being extended to the banks
operations
• Review the the performance metrics of the service provider operations.
• Recommending the leading industry practice to the service providers in order to fulfill
the deviations that existed in their operations.
• Review of risk management framework
Key features of the assignment
• Reviewing the service providers against the leading practices based on industry
standards like COPC, eSCM and BS7799
• Risk based methodology to cover the people, process and technology aspects of the
service providers.
• Objective comparison of service providers on the same platform.
Benefits
• Objective vendor assessment that helped in streamlining the outsourcing activities
and better engagement model driven by the value being provided by the service
provider.
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Specialists in Outsourcing
Advantage Global Services, Inc.
© Advantage Global Services, Inc.
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Specialists in Outsourcing
Advantage Global Services, Inc.