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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.

Tata BSS - Retail Banking BPS

Vendor Analysis

by Andy Efstathiou

published on Aug 05, 2016

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Report Overview:

This NelsonHall assessment analyzes Tata BSS' offerings and capabilities in retail banking services. Tata BSS is one of a number of retail banking services companies analyzed in NelsonHall’s comprehensive industry analysis programs.

Who is this Report for:

NelsonHall’s retail banking BPS vendor assessment for Tata BSS is a comprehensive assessment of Tata BSS’ retail banking BPS offerings and capabilities designed for:

  • Sourcing managers monitoring the capabilities of existing suppliers of capital market process outsourcing and identifying vendor suitability for retail banking BPS 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 Tata BSS' retail banking BPS 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:

Tata Business Support Services Limited (Tata BSS) entered the retail banking BPS business in 2012 with a contract with HDFC Bank to deliver collection services. Since then the relationship has grown in scale and other banks have been added as clients.

In India, regulations require that banks can reach out to the customer via electronic means, typically phone, but must follow up in person to collect monies or application documents. Tata BSS, as a captive arm of Tata, has “feet on the street from ~600 centers across India. Direct contact collections are very labor intensive, typically requiring 10x the number of representatives for collection servicing than a delivery center requires for the same number of accounts.

In January 2015, Tata BSS started collecting monies for Middle Eastern banks (Gulf Country Club), primarily in Dubai. Because ~70% of their collection customers are Indians who have returned to India, direct collections are required in India. Tata BSS only collects for the Gulf banks in India. Gulf regulations require a local presence, so Tata BSS has partnered with ALLTEL, which has local offices and serves as a sales agent in the Gulf.

All of Tata BSS’ retail banking BPS clients buy collections services. Increasingly, clients are adding customer acquisition and maintenance services. The ability to deliver in-person contact is critical to client demand for these services in India, due to regulations.

Tata BSS is growing its engagements very rapidly, due to its recent launch of this business. It is gaining scale, primarily due to clients adding collections services for additional products.

Table of contents:

Table of contents:

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

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