Tata BSS - Retail Banking BPS
Who Is This Vendor Assessment For?
NelsonHall’s retail banking BPS vendor assessment for Tata BSS is acomprehensive assessment of Tata BSS’ retail banking BPS offeringsand capabilities designed for:
Sourcing managers monitoring the capabilities of existing suppliers ofTata BSSl market process outsourcing and identifying vendor suitabilityfor retail banking BPS RFPs
Vendor marketing, sales and business managers looking to benchmarkthemselves against their peers
Financial analysts and investors specializing in the support servicessector.
Key Findings & Highlights
Tata Business Support Services Limited (Tata BSS) entered the retailbanking BPS business in 2012 with a contract with HDFC Bank to delivercollection services. Since then the relationship has grown in scale andother banks have been added as clients.In India, regulations require that banks can reach out to the customer viaelectronic means, typically phone, but must follow up in person to collectmonies or application documents. Tata BSS, as a captive arm of Tata,has “feet on the street from ~600 centers across India. Direct contactcollections are very labor intensive, typically requiring 10x the number ofrepresentatives for collection servicing than a delivery center requires forthe same number of accounts.In January 2015, Tata BSS started collecting monies for Middle Easternbanks (Gulf Country Club), primarily in Dubai. Because ~70% of theircollection customers are Indians who have returned to India, directcollections are required in India. Tata BSS only collects for the Gulf banksin India. Gulf regulations require a local presence, so Tata BSS haspartnered with ALLTEL, which has local offices and serves as a salesagent in the Gulf.All of Tata BSS’ retail banking BPS clients buy collections services.Increasingly, clients are adding customer acquisition and maintenanceservices. The ability to deliver in-person contact is critical to clientdemand for these services in India, due to regulations.Tata BSS is growing its engagements very rapidly, due to its recentlaunch of this business. It is gaining scale, primarily due to clients addingcollections services for additional products.
Scope of the Report
The report provides a comprehensive and objective analysis of Tata BSS’retail banking BPS offerings, capabilities, and market and financialstrength, including:
Identification of the company’s strategy, emphases and newdevelopments
Analysis of the company’s strengths, weaknesses and outlook
Analysis of the profile of the company’s customer base including thecompany’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 locationof delivery locations.
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