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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.

TCS - Mortgage and Loan BPO

Vendor Analysis

by Andy Efstathiou

published on Feb 10, 2015

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Report Overview:

This NelsonHall assessment analyzes TCS' offerings and capabilities in capital markets BPO. TCS is one of a number of reference data management BPO companies analyzed in NelsonHall's comprehensive industry analysis programs.

Who is this Report for:

NelsonHall's Mortgage and Loan (M&L) BPO vendor assessment for TCS is a comprehensive assessment of TCS' M&L BPO offerings and capabilities designed for:

  • Sourcing managers monitoring the capabilities of existing suppliers of capital market process outsourcing and identifying vendor suitability for M&L BPO 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 TCS' M&L BPO 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:

TCS started in M&L BPO services in 2002, with originations processing for Citibank. At that time Citibank wanted to expand lending in mortgages (both first and second mortgages), but did not want to invest in permanent originations processing capacity to support that line of business. By 2004, Citibank wanted to increase its value from the engagement beyond capacity to cost savings; to support that effort, TCS started delivering M&L BPO (in 2004) to support retail, commercial, and correspondent mortgage originations for first and second mortgages. By 2008, TCS had expanded its service delivery for M&L BPO outside of India, by acquiring onshore U.S. delivery capacity.

TCS M&L BPO delivers service from seven delivery centers:

  • Mumbai
  • Chennai
  • Gandhinagar
  • Kolkata
  • Cincinnati
  • Guadalajara
  • Manila.

TCS' primary targets for M&L BPO are:

  • Global retail banks headquartered in the U.S., Canada, India, Australia, and Europe
  • Mortgage service providers in India, the U.S., and Europe
  • Regional banks in the U.S., LATAM, Middle East, and Australia.

In future, TCS will continue to target global institutions, while expanding its targeting to lenders which are regional in scope. The current focus in M&L BPO is on default management, and originations.

TCS' strategy is to offer M&L BPO where it can provide re-engineering services to reduce costs and increase flexibility. This allows clients to:

  • Address the challenges and costs of increased regulations
  • Introduce new offerings to market or enter new markets
  • Exit offerings and markets with little cost.

Table of contents:

Table of contents:

  • Background
  • Revenue Summary
  • Key Offerings
  • Delivery Capability and Partnerships
  • Delivery
  • Pricing and Contracts
  • Platforms and Intellectual Property
  • Changes to Operations
  • Target Markets
  • Strategy
  • Strengths and Challenges
  • Strengths
  • Challenges
  • Outlook

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