Success Stories

Retail Banking Back-Office Outsourcing

Objectives

Assess ways to leverage and scale to support aggressive growth
Identify cost savings to meet return on investment capital target
Improve service capability in order to integrate with corporate parent and leverage financial planning network

Scope

Conduct competitive process with broad scope to included mortgage processing, deposit account transaction processing and contact center
Undertake due diligence to ensure that the service provider capabilities can meet the bank's business case and financial hurdles
Retain in-house due to lack of market maturity for full scope

Results

Achieved the bank's strategic intent
Provided continuity for consistent customer experience
Established an internal program to transform to technology and process solutions
Supported future growth of the bank