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Andy Efstathiou

Andy is the Banking Sourcing Research Director at NelsonHall where he has global responsibility for Retail and Commercial Banking BPS, Capital Markets BPS, and RPA, AI, and FinTech services in Banking, including consulting, design & deploy, and operations support.

Sutherland - Transforming Mortgage and Loan Services

Vendor Analysis

by Andy Efstathiou

published on Jul 08, 2020

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Report Overview:

This NelsonHall assessment analyzes Sutherland's offerings and capabilities in Transforming Mortgage and Loans Services.

Who is this Report for:

NelsonHall’s Transforming Mortgage and Loan Services Vendor Assessment for Sutherland is a comprehensive assessment of Sutherland’s Digital Banking Services offerings and capabilities designed for:

  • Sourcing managers monitoring the capabilities of existing suppliers of mortgage and loan process outsourcing and identifying vendor suitability for Transforming Mortgage and Loan Services RFPs
  • Vendor marketing, sales and business managers looking to benchmark themselves against their peers
  • Financial analysts and investors specializing in the support services sector.

Scope of this Report:

The report provides a comprehensive and objective analysis of the transformation of mortgage and loan services offerings, capabilities, and market and financial strength, including:

  • Identification of the company’s strategy, emphases, and new developments
  • Analysis of the company’s strengths, weaknesses, and outlook
  • Revenue estimates
  • Analysis of the profile of the company’s customer base including the company’s targeting strategy and examples of current contracts
  • Analysis of the company’s offerings and key service components
  • Analysis of the company’s delivery organization including the location of delivery locations.

Key Findings & Highlights:

Sutherland Global Services (Sutherland) is a privately held digital transformation company,  headquartered in New York. It offers an array of services across marketing, sales, customer care, content, business process transformation, procurement and supply chain management, healthcare management, F&A, enterprise IT support, industry-specific back-office, CX services, analytics-as-a-service, and consulting.

Overall, Sutherland provides services from 84 delivery centers and a digital backbone that connects 140 countries. The banking unit has clients based in the U.S., LATAM, APAC, MEA, and Europe.

Sutherland entered the mortgage BPS business in 2010 with the acquisition of Adventity, a vendor of BPS/KPO to financial institutions and airlines. Adventity was established in 2003 and had operations in:

  • The U.S.
  • India
  • UAE.

Adventity was primarily focused on KPO and analytics. It provided mortgage BPS services to its financial institution clients; these services were focused on mortgage sub-processes in managing data for the loans. Over time, Sutherland expanded the range of processes to the entire range of mortgage processes, excluding sales and default management processes.

Over the past two years, Sutherland M&L Services business has been:

  • Growing its mortgage servicing BPO business faster than its originations business. They are currently the same level of revenues
  • It started and has been growing its automation and digital transformation services.

Over the next year, these two areas of service will become the largest set of M&L services for Sutherland.

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