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Everest Group PEAK Matrix™ for Banking BPO Service Providers

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Everest Group PEAK Matrix™ for Banking BPO Service Providers ® Everest Group PEAK Matrix™ for Banking BPO Service Providers Focus on TCS April 2018 ® ™ Copyright © 2018 Everest Global, Inc. This document has been licensed for exclusive use and distribution by TCS EGR-2018-27-E-2613 Introduction and scope Everest Group recently released its report titled “Banking BPO – Service Provider Landscape with Services PEAK Matrix™ Assessment 2018”. This report analyzes the changing dynamics of the banking BPO landscape and assesses service providers across several key dimensions. As a part of this report, Everest Group updated its classification of 26 service providers on the Everest Group PEAK Matrix™ for banking BPO into Leaders, Major Contenders, and Aspirants. The PEAK Matrix is a framework that provides an objective, data-driven, and comparative assessment of banking BPO service providers based on their absolute market success and delivery capability. Everest Group also identified four service providers as the “2018 banking BPO Star Performers” based on the strongest forward movement demonstrated on the PEAK Matrix year-on-year. Based on the analysis, TCS emerged as a Leader. This document focuses on TCS’s banking BPO experience and capabilities and includes: TCS’s position on the banking BPO PEAK Matrix Detailed banking BPO profile of TCS Buyers can use the PEAK Matrix to identify and evaluate different service providers. It helps them understand the service providers’ relative strengths and gaps. However, it is also important to note that while the PEAK Matrix is a useful starting point, the results from the assessment may not be directly prescriptive for each buyer. Buyers will have to consider their unique situation and requirements, and match them against service provider capability for an ideal fit. ® Copyright © 2018, Everest Global, Inc. 2 EGR-2018-27-E-2613 Everest Group PEAK Matrix™ ® Banking BPO PEAK Matrix Assessment | TCS positioned as Leader ™ Everest Group Banking BPO – Service Provider Landscape with Services PEAK Matrix™ Assessment 2018 High Leaders TCS Major Contenders Leaders Major Contenders Aspirants Wipro Genpact Star Performers Firstsource Accenture Mphasis Intelenet HCL EXL DXC Technology Infosys Cognizant NTT DATA Capgemini Sutherland Global Services Conduent Concentrix Market Impact Avaloq IBM WNS Aspirants CGI Tech Mahindra Equitini (Measures impactcreated in the market) Syntel NIIT Technologies Polaris Low Low High Vision & capability (Measures ability to deliver services successfully) 1 Service providers scored using Everest Group’s proprietary scoring methodology given on page 12, 13, and 14 Note: Assessment for Accenture, Avaloq, CGI, DXC Technology, Equiniti, IBM, Mphasis, Polaris, and Syntel excludes service provider inputs on this particular study, and is based on Everest Group’s estimates which leverage Everest Group’s proprietary Transaction Intelligence (TI) database, ongoing coverage, service provider public disclosures, and interaction with buyers ® Copyright © 2018, Everest Global, Inc. 3 EGR-2018-27-E-2613 TCS | Banking BPO profile (page 1 of 7) Everest Group assessment Measure of capability: Best-in-class Very high High Medium high Medium Medium low Low Not mature Market impact Vision & capability Scope of Market services Innovation and Delivery Vision and adoption Portfolio mix Value delivered Overall offered investments footprint strategy Overall Strengths Areas of improvement TCS has consolidated its position as a Leader by growing at an It can look at inorganic growth to achieve rapid growth in a mature appreciable pace with high banking BPO revenue market It has an extensive delivery footprint, making use of onshore, nearshore It can explore innovative pricing models such as outcome-based pricing a as well as offshore FTEs Its focus on North America may become a hindrance in maintaining Its proven expertise in banking BPO and its ever-expanding suite of its growth rate as banking BPO in this geography matures technology solutions, including its BaNCS solution, give it a compelling value proposition to pitch to clients 1 Value delivered score and overall PEAK matrix positioning adversely impacted for those service providers who did not provide adequate information ® Copyright © 2018, Everest Global, Inc. 4 EGR-2018-27-E-2613 TCS | Banking BPO profile (page 2 of 7) Overview Company overview 20151 20161 20171 Tata Consultancy Services (TCS) is an IT, consulting, and Business Process Revenue (US$ million) ~450 ~505 ~585 Services (BPS) organization. TCS has a diverse base of BFS clients and extensive, in-depth domain expertise across all banking products to enable Number of FTEs ~16,985 ~21,020 ~24,325 financial institutions to transform their businesses through rapid technology Number of clients 30-35 40-45 45-50 adoption. TCS' suite of services caters to all industry segments including retail banking, cards, lending, commercial banking, and capital markets. It Recent acquisitions and partnerships also offers a host of fraud control and AML solutions to minimize operational 2017: Partnered with Oracle Mantas for AML platform risks and manage data security. TCS' flexible, scalable, and convenient 2017: Partnered with Newgen for automation and mobility in check processing engagement models, coupled with ValueBPS™ approach, helps companies 2017: Partnered with IBM on iReply – next-generation service request achieve operational excellence and business transformation. monitoring tool based on NLP algorithm 2016: Partnered with IBM for call center compliance monitoring Key leaders 2016: Partnered with multiple RPA vendors such as Blue Prism, Automation Veeturi R. Mohan, Global Head, BFSI BPS Anywhere, WorkFusion, and UiPath underway K Krithivasan, President and Global Head, Banking and Financial 2016: Partnered with Kofax, a software company, for its automatic data Services, TCS extraction and workflow solution Mumbai, India Headquarter: Recent developments Website: www.tcs.com 2017: Signed a partnership with a U.S.-based consulting firm in the AML regulatory space Suite of services 2017: Launched Merchant Pay, a digital payments integration platform Commercial/wholesale banking 2016: Invested in digital underwriting to improve underwriter and mortgage Commercial real estate processor productivity Consumer lending 2016: Developed a cloud-based solution to offer a complete new customer Retail banking and investments / private banking onboarding system Cards 2016: Built an end-to-end disputes management workflow platform Risk management (credit, market, liquidity, operations, and regulatory) 2016: Built a check processing solution leveraging IBM Mobile Payments 2016: Lending origination as a service on IBM Global Solutions Directory Analytics and Appliance 2016: Built Common Reporting Standard (CRS) solution 2015: Focused investments in creating a pool of consultants for RPA / BPM/BA requirements 1 12 months ending June 30 of any particular year, i.e., from July 20XX to June 20XX+1 ® Copyright © 2018, Everest Global, Inc. 5 EGR-2018-27-E-2613 TCS | Banking BPO profile (page 3 of 7) Key delivery locations Cincinnati Gandhinagar Hangzhou Gurgaon Doha Kolkata Guadalajara Mumbai Mexico City Pune Hyderabad Bangalore Chennai Manila Bogota Quito Lima Santiago ® Copyright © 2018, Everest Global, Inc. 6 EGR-2018-27-E-2613 TCS | Banking BPO profile (page 4 of 7) Capabilities and key clients Key banking BPO engagements Client name LoB Region Client since Canadian multinational banking and financial services corporation Retail banking and cards North America 2016 A top-three banking and financial services provider Commercial banking and retail banking United Kingdom 2015 Leading bank in the Middle East Commercial banking and retail banking Middle East & Africa 2015 Leading European multinational bank Commercial banking and retail banking Europe 2014 Largest independent mortgage banker in the U.S. Lending North America 2012 Largest NBFC in India Lending and retail banking APAC 2011 Large global bank All Global 2008 Banking BPO FTE mix by Banking BPO revenue mix by Banking BPO FTE split by Banking BPO number of clients segment geography delivery location by buyer size1 FTEs in numbers Revenue in US$ million FTEs in numbers Number of clients 100% = 24,325 100% = 585 100% = 24,325 100% = 49 Continental Europe Medium Cards MEA Onshore 5% 5% 4% 16% Nearshore 13% Lending LATAM 32% 9% 6% 46% North Small 37% UK 15% 23% America 59% Large 81% Commercial 29% 20% banking Offshore Retail banking APAC 1 Buyer size is defined as large (>US$10 billion in revenue), medium (US$5-10 billion in revenue), and small (<US$5 billion in revenue) Note: Based on contractual and operational information as of December 2017 ® Copyright © 2018, Everest Global, Inc. 7 EGR-2018-27-E-2613 TCS | Banking BPO profile (page 5 of 7) Technology and analytical solutions/tools Tools Processes covered Year launched Solution description No. of clients mMortgage-Digital Lending 2017 A rule engine with built in OCR / ICR technology, which performs automated <3 Quality Control data points check on information between multiple documents and Loan Originations Systems mMortgage-Digital Lending 2017 A platform and device agnostic solution that allows online document upload, <3 Servicing real-time chats, and transparency in service request progress status. It can be used to resolve customer queries BaNCS Retail banking and 2017 TCS BaNCS KYC solution is an in-house workflow application with features <3 Compliance commercial banking such as OCR, web-crawling, risk rating intelligence,
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