【正文】 FTEs?Involvedinhighendandlowmediumend,proprietary/nonproprietaryservices(.,A/Creconciliation,A/Copeningandclosing,Ledgeractivitiesforcreditcards,A/Cplanningandforecasting,Fraudandriskmodeling)Scale,scopeandmanagementmodel30%50%20%20230520DLZXE332(ITES,BoardPres.)(JS)7DELETEDPAGES20230520DLZXE332(ITES,BoardPres.)(JS)7Rigorousanalyticapproach SponsorledapproachOutsideinapproachF1000PLAYERSHAVEADOPTEDTHREEAPPROACHESTOSELECTPROCESSESFOROFFSHORINGDetailedanalysistoidentifyhighpotentialprocesses,percent ? Identifyprocessesforoffshoringbasedonsimplecriteria– Sponsorshipfromprocessowner(.,insideGroupOps.inLTSB)– Leastanizationalresistance(.,overflowwork)– Lowreputation/servicequalityrisk? Useexternalbenchmarks(activitiesandphasing)toidentifyandprioritizethecorrespondingcandidateprocessinyouranization? UsebenchmarkinformationonoffshoreonshoresplitandinternalFTEmapping(foridentifiedcandidateprocesses)tosizetheopportunityFilteractivitiesbyoffshorabilityIdentifyprocesses/activitiesoffshoredbyexistingplayers? 39。Buildandtheywille39。–allowotherpartsoftheanizationtodecideonoffshoringattheirownpace030918Offshoringworkshopv2Retailbanking–MerchantacquiringFinancialservicessectorswithhighpotentialforoffshoring*? Retailbanking? Mortgages–Servicing–Origination? Lifeandhealth–Personal–Groupandhealth? Propertyandcasualty–Depositproducts–Consumerloans? Creditcards–Cardissuanceservicing? Investmentbanking–Research71110158157125101020510512512815Percentofcostbaseoffshorable1520202525302025101530401015203020252530THISHASPRIMARILYBEENDRIVENBYTHESIGNIFICANT3550%COSTSAVINGSOPPORTUNITY*Assetmanagementmoduleincludingretailbrokeragetobepleted**DoesnotincludepotentialcostsavingsfromoffshoringITandcorporatecenterprocesses***Noninterestexpenseoperatingcostonly,excludinginterestexpense,advertising,andcorporateGAwhereseparable。assumesinstitutionisa“pureplayer”Potentialinstitutionwidesavings**3550%savingsinoffshoredactivitiesWholesalebankingInsurancePercentoftotalNIE***VENDORLANDSCAPEISCONSOLIDATINGANDMATURINGBPOstartupsBPOarmsofIndianITservicesplayersBPOarmsoflargefinancialinstitutionsGlobalBPOpanies? Callcenter,technicalhelpdesksandbasedhelpdesks? Callcenter,Techmailhelpdesk? Callcenter,Insuranceclaimsprocessing,airlinerevenueaccounting? Inboundcallcenterandfinancialservices? Callcenters,technicalhelpdesksandbasedhelpdesks–dedicatedcentersforBankofAmerica,Amex? Mortgageprocessing(Greenpoint)andfinancialservicesServicelinefocusEmployeesLeadingplayers? Callcenterandfinancialservices(payments,cardprocessing)? Customercare,financialandaccounting,payments? Customercare(largelyinbound)? Callcenter,technicalhelpdesk,loanprocessing20230520DLZXE332(ITES,BoardPres.)(JS)7SELLOUTSHAVEBEENWITNESSEDINTHERECENTPASTSource: McKinsey,Nass,pressarticles20231996? InApril2023,WarburgPincus,leadingprivateequityinvestoracquired70%majoritystake? Strategyrequiresinvestmenttofullyexploitgrowingthirdpartyclientbase? Allotted$3milliontosetupthirdbusinessprocessoutsourcing(BPO)centreby2023Keyevents ? Setupcaptivecenterin1996aswhollyownedsubsidiarytoreducetheairline39。soperatingcost? Processedabout80%ofBA’sbackendoperations? Largely focused on airline clients ? (FY2023)Revenue(USDmil.)? (FY1999)? 1,700(FY2023)Employees ? UnavailableOffshoredactivities? Customerplaints? Passenger/agentclaims? Trackingcargo? CustomerCare/CRM? Loyalty program support? Revenue Accounting? Marketing program development and management2023? ConsecofullyexitedbysellingoutstaketoOakhillPartnersbyNov2023。howeverithascontinuedoutsourcingitstransactionprocessing? EXLServicesnamedlargest3rdpartyITenabledservicepanyinIndiainrevenueterms2023? ConsecoacquiredEXLin2023forabout$million? ~60? 25(FY2023)? 3,500(FY2023)? 300(FY2023)? Interandvoicecustomerservices? CriticalBackOfficeOperations? Transactionprocessing? CollectionsRationaleforsellout? Consecowasinfinancialdistressduetodiminishingcorebusinessandsoldoutcaptivecentertoraisefunds? BAsoldoutcaptivecentertoimprovediversityoftalent3rdpartyprovider 3rdpartyproviderBAsetupcaptive BAsoldcaptivetoWarbugPincusConsecoacquiredEXLServicesascaptivecenterConsecosoldEXLServicestoOakhillPartnersEXAMPLES20230520DLZXE332(ITES,BoardPres.)(JS)7