Delivering Efficiency and Experience

World-class Operations teams don't just drive cost reduction and service quality. They play a critical role in delivering on client experience - an increasingly critical source of differentiation, and a component that is forcing immense change for banks.

In this paper, we raise the urgent need for banks to rethink the role of “back office” and expand its mandate beyond cost and productivity. Based on insights and successes across industries, we provide a pathway for banking service operators to elevate operations functions and drive outsized value for their institutions.

Four critical imperatives for Banks to build world-class Operations functions

I believe that driving experience is as much the mandate of Operations as it is in Sales.
Tiger Tyagarajan, President and CEO, Genpact

Delivering Efficiency and Experience