Everest Group PEAK Matrix TM for Mortgage BPO Service Providers

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1 Everest Group PEAK Matrix TM for Mortgage BPO Service Providers Focus on Accenture June 2015 Copyright 2015 Everest Global, Inc. This document has been licensed for exclusive use and distribution by Accenture

2 Introduction and scope Everest Group recently released its report titled Mortgage BPO Service Provider Landscape with PEAK Matrix TM Assessment This report analyzes the changing dynamics of the mortgage BPO landscape and assesses service providers across several key dimensions. As a part of this report, Everest Group classified 14 service providers on the Everest Group Performance Experience Ability Knowledge (PEAK) Matrix for mortgage BPO into Leaders, Major Contenders, and Emerging Players. The PEAK Matrix is a framework that provides an objective, data-driven, and comparative assessment of mortgage BPO service providers based on their absolute market success and delivery capability. Based on the analysis, Accenture emerged as a Leader. This document focuses on Accenture s mortgage BPO experience and capabilities. It includes: Accenture s position on the Everest Group Mortgage BPO PEAK Matrix Detailed mortgage BPO profile of Accenture 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. 2

3 Everest Group classification of mortgage value chain Origination Servicing Sourcing Credit/collateral evaluation Underwriting Loan funding Processing Account closure / foreclosure Lead generation Application management Loan pricing Credit risk assessment Fraud risk assessment Document verification Collateral risk underwriting Underwriting decision Underwriting audit Document draw Condition clearing and validation Wire request and approval Loan setup Payment processing Customer service Default management Refinance / loan modification Short sale / foreclosure Loan document indexing and verification Rate locking Risk management Post closure document review Collections Securitization support Purchase review and approval Credit reviews MERS registration 1 Collateral review HUD1 preparation 2 Post funding review Securitization support Document management Analytics Regulatory compliance and reporting 1 Mortgage electronic registration system 2 HUD1 settlement statement is a standard form in use in the United States of America Note: This report covers vertical-specific BPO within the mortgage space. It does not include coverage of horizontal business processes such as F&A, HR, procurement, and contact centers 3

4 Everest Group PEAK Matrix 2015 mortgage BPO market standing Performance Experience Ability Knowledge Everest Group Performance Experience Ability Knowledge (PEAK) Matrix for mortgage BPO 1 Market success (Mortgage BPO revenue and clients) High 25 th percentile Low Low Major Contenders EXL Emerging Players Xchanging Mphasis Infosys WNS IGATE 75 th percentile IBM Cognizant Leaders Accenture TCS Wipro Sutherland Global Services HCL Genpact 25 th percentile Mortgage BPO delivery capability (Scale, scope, technology solutions & innovation, and delivery footprint) High 75 th percentile Leaders Major Contenders Emerging Players 1 Service providers scored using Everest Group s proprietary scoring methodology Note: Analysis for IBM is based on Everest Group s proprietary Transaction Intelligence (TI) database, service providers public disclosures, and Everest Group s interactions with buyers Source: Everest Group (2015) 4

5 Accenture (page 1 of 5) Mortgage BPO competitive position and assessment Market share by buyer size (number of active contracts) Small Medium Large 67% 40% 16% Market share by mortgage BPO processes (number of FTEs) Originations Servicing 23% 12% Overall market share By clients By FTEs By revenue 26% 15% 21% Delivery capability assessment Assessment dimension Rating Remarks Scale Scope Technology solutions and innovation Delivery footprint High Accenture has high firm-wide revenue. It also a high focus on mortgage BPO as part of its overall portfolio of services Provides a holistic suite of services across mortgage value chain and has a broad portfolio across buyer segments Well positioned to serve the growing demand for technology and bring innovation in its offerings Low Fairly balanced shoring mix with sizable onshore presence to service specific client requirements Overall remarks With robust capabilities across all dimensions, Accenture is a Leader on the mortgage BPO PEAK Matrix Driven by the inorganic growth model, Accenture (by acquiring Zenta and Mortgage Cadence) has almost doubled its scale in mortgage BPO In addition to providing traditional BPO services, it also delivers end-to-end utility-based offerings to a large number of lenders Coupled with robust technology offerings and holistic suite of services, Accenture is well-positioned to service the newer market demands However, Accenture has a relatively high onshore presence and needs to increase its offshore footprint to be more cost effective Source: Everest Group (2015) 5

6 Accenture (page 2 of 5) Mortgage BPO overview Company overview Accenture is a global management consulting, technology services, and outsourcing company, with more than 323,000 people serving clients in more than 120 countries. Combining unparalleled experience, comprehensive capabilities across all industries & business functions, and extensive research on the world s most successful companies, Accenture collaborates with clients to help them become high-performance businesses and governments. Key leaders Michael (Mike) J. Salvino, Group Chief Executive, Accenture Operations Terry Moore, Global Managing Director, Accenture Credit Services Ghazale Johnston, Managing Director, Accenture Credit Services North America Colette Prior, Managing Director, Accenture Credit Services Commercial Credit Services BPO Randy Lightbody, Managing Director, Accenture Credit Services Residential Mortgage BPO Headquarters: Dublin, Ireland Website: Revenue (US$ million) N/D 1 N/D 1 N/D 1 Number of FTEs 2,790 2,976 3,255 Number of clients Recent acquisitions and partnerships 2015 Entered into an agreement with Bank of America, to take over their Rancho Corodva-based home equity loan center 2013 Acquisition of a majority stake in Vivere Brazil, a leading mortgage-processing technology company 2013 Acquisition of Mortgage Cadence, a provider of loan origination software and electronic document management services in the United States Suite of services E2E or component residential mortgage fulfilment (set up, processing, underwriting, closing / post closing) TPO fulfilment services (Pre/post purchase reviews, underwriting, and QC) Servicing components (all functions including loss mitigaton) Commercial credit origination and underwriting support Commercial loan servicing Commercial real estate pre-funding and servicing insurance reviews Commercial real estate due diligence and valuation Innovation in mortgage BPO Industry leading digital capabilities Recent addition of e-signature capability Broadest SAFE Act Licensure onshore and offshore in 49 states plus Washington, DC. and in Chennai, India Accenture Mortgage Academy for continued growth of skilled right-shore workforce 1 Not disclosed 6

7 Accenture (page 3 of 5) Mortgage BPO capabilities and key clients Key mortgage BPO engagements Client name Processes Region Client since Mortgage loan service provider Originations North America 2012 A top-five American bank Originations North America 2012 U.S.-based asset management company Originations North America 2012 A top-five global bank Servicing North America 2011 Mortgage BPO FTE mix by processes FTEs in numbers Mortgage BPO revenue mix by geography Revenue in US$ million Mortgage BPO FTE split by delivery location FTEs in numbers Mortgage BPO number of contracts by buyer size 1 Number of active clients 100% = 3,255 Servicing 40% 60% Originations 100% = N/D 100% = 3, % = 90 Nearshore Medium 6% 8% Onshore Large 21% 34% 60% Offshore 71% Small 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 2014 Source: Everest Group (2015) 7

8 Accenture (page 4 of 5) Mortgage BPO technology solutions/tools Mortgage-specific solutions/tools Mortgage Cadence Best Practices Management (powered by Enterprise Lending Center) loan origination system platform that: Owns all underlying intellectual property Built on ACE, a proprietary mortgage-specific rules engine Offers purpose-built mortgage lending technologies, including two enterprise lending systems Offers a proprietary, integrated document solution Provides work-flow-based imaging Includes a full range of mortgage services Emphasizes and enhances compliance Delivers all technology through the Accenture Mortgage Cadence Cloud iworks: Decision engine that dynamically selects quality assurance and quality control (QA/QC) reviews specific to the associate performing the review Vivere Credit platform (Brazil): Processes end-to-end consumer mortgage and construction-lending contracts. It is a flexible and configurable platform that helps create workflows and business rules by product and origination channel, for both origination and administration phases Insurance Tracking and Compliance (ITAC): Commercial loan insurance tracking platform that tracks exposure and drives insurance compliance for commercial real estate assets Analytics Correspondent loan analyzer: A plug and play app for the correspondent lending operations to generate insights into channel behavior and performance. With a user-friendly and interactive front-end and powerful visualizations, it will be easier to drilldown into process KPIs and understand key business/operations drivers. It enables understanding of attributes impacting process turnaround times, loan package, and credit quality Volume forecast model: This model will be developed as an app (volume forecaster) for easy use and facilitate better capacity and workforce planning Cycle-time model: Analyzes loan and agent performance by loan attribute and suggests optimal process design of functional swim lanes and component specialization Engineering workbench: Composed of time and motion study data to support process modeling, decomposition, and improvement Automation PAR: Improves overall performance by automating the prioritization, allocation, and routing of loans and applying optimization algorithms for a better allocation of workload to the processors and underwriters Quality assurance automation and tracking: Implemented processes to support automation of additional quality control functions through the lifecycle of the loan file Financial statement spreading: Invested in virtual FTEs that automate portions of spreading analytics, resulting in improved turn-around times and enhanced quality 8

9 Accenture (page 5 of 5) Mortgage BPO location landscape New York Charlotte San Antonio Mumbai Chennai Manila Sao Paulo Source: Everest Group (2015) 9

10 Appendix 10

11 Everest Group classifies the mortgage BPO service provider landscape into Leaders, Major Contenders, and Emerging Players on the Everest Group PEAK Matrix Everest Group Performance Experience Ability Knowledge (PEAK) Matrix 1 Market success (Mortgage BPO revenue and clients) High 25 th percentile Major Contenders 2 nd or 3 rd quartile performance across market success and capability Emerging Players 4 th quartile performance across market success and capability 75 th percentile Leaders Top Quartile performance across market success and capability 75 th percentile Low Low 25 th percentile Mortgage BPO delivery capability (Scale, scope, technology solutions & innovation, and delivery footprint) High 1 Service providers scored using Everest Group s proprietary scoring methodology 11

12 Service providers are positioned on PEAK Matrix based on evaluation across two key dimensions Leaders Measures success achieved in the market. Captured through mortgage BPO revenue and number of clients Market success Major Contenders Emerging Players Delivery capability Measures ability to deliver services successfully. Captured through four subdimensions Scale Scope Technology solutions and innovation Delivery footprint Measures the scale of operations (overall company revenue and relative focus on the vertical) Measures the scope and depth of services provided across buyer segments and processes Measures the capability and investment in technology solutions and ability to align towards where the market is headed to deliver valueadded services (innovation) with high technology leverage Measures the delivery footprint across regions and the global sourcing mix 12

13 FAQs (page 1 of 2) Does the PEAK Matrix assessment incorporate any subjective criteria? The Everest Group s PEAK Matrix assessment adopts an objective and fact-based approach (leveraging service provider RFIs and the Everest Group s proprietary databases containing providers deals and operational capability information). In addition, these results are validated / fine-tuned based on our market experience, buyer interaction, and provider briefings Is being a Major Contender or Emerging Player on the PEAK Matrix an unfavorable outcome? No. PEAK Matrix highlights and positions only the best-in-class service providers in a particular functional/vertical. There are a number of providers from the broader universe that are assessed and do not make it to the PEAK Matrix at all. Therefore, being represented on the PEAK Matrix is in itself a favorable recognition What other aspects of the PEAK Matrix assessment are relevant to buyers and providers besides the PEAK Matrix position? The PEAK Matrix position is only one aspect of the Everest Group s overall assessment. In addition to assigning a Leader, Major Contender or Emerging Player title, Everest Group highlights the distinctive capabilities and unique attributes of all the PEAK Matrix providers assessed in its report. The detailed metric level assessment and associated commentary is helpful to the buyers in selecting particular providers for their specific requirements. It also helps providers showcase their strengths in specific areas What are the incentives for buyers and providers to participate / provide input to the PEAK Matrix research? Participation incentives for buyers include a summary of key findings from the PEAK Matrix assessment Participation incentives for providers include adequate representation and recognition of their capabilities/success in the market place, and a copy of their own profile that is published by Everest Group as part of the compendium of PEAK Matrix providers profiles 13

14 FAQs (page 2 of 2) What is the process for a service provider to leverage their PEAK Matrix positioning status? Providers can use their PEAK Matrix positioning in multiple ways including: Issue a press release declaring their positioning/rating Customized PEAK Matrix profile for circulation (with clients, prospects, etc.) Quotes from the Everest Group s analysts could be disseminated to the media Leverage the PEAK Matrix branding across communications ( signatures, marketing brochures, credential packs, client presentations, etc.) The provider must obtain the requisite licensing and distribution rights for the above activities through an agreement with the designated PoC at Everest Group 14

15 About Everest Group Everest Group is a consulting and research firm focused on strategic IT, business services, and sourcing. We are trusted advisors to senior executives of leading enterprises, providers, and investors. Our firm helps clients improve operational and financial performance through a hands-on process that supports them in making well-informed decisions that deliver high-impact results and achieve sustained value. Our insight and guidance empowers clients to improve organizational efficiency, effectiveness, agility and responsiveness. What sets Everest Group apart is the integration of deep sourcing knowledge, problemsolving skills and original research. Details and in-depth content are available at and research.everestgrp.com. Dallas (Headquarters) New York Toronto London Delhi Stay connected Websites research.everestgrp.com Blog

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