Changing landscape of BPO services in BFSI

1. Chair Person: RamitSethi, Senior Vice President, Wipro Changing landscape of BPO services in BFSI Panelists: ShrinathBolloju, MD & COO India, Deutsche Bank Ajith Sundaresh, MD, Global Finance India, JPMC

2. Changing Landscape of BPO Services in BFSI BFSI Early Adapters • India clocked ~11bn in BPO revenues • With ~40% of the share – BFSI dominates • US Markets prominent: ~60% • “Cost-led” moves to “Transformation & Innovation” • Delivery models keep up with the pace • Captives vs Outsourced vs Hybrid • Onshore vs Offshore mix • Geographical distribution • IT - Rationalizing / optimizing / innovating • Bundling of services Business Process Outsourcing IT Outsourcing The General Trend Transformation / Innovation Knowledge Process Outsourcing (KPO) Changing Landscape 1990’s ~1998 ~2002 Now Source: NASSCOM

3. 2008-09 Financial History Re-written • The mortgage crisis sharpens (March 2008 - ) • Fall of independent investment banks: • Bear Stearns (March ‘08); • Lehman Brothers (September ‘08) • Spread to the insurance sector – AIG (September ‘08) • The move to “universal banks”: • Merrill & Bank of America; (September) • JPMC & WaMu; (September) • Increased regulatory focus • Trouble Assets Relief Program ($750bn+) - increased government supervision • US Senate Bill on credit cards - increased rights to card holders • Insurance industries under increased pressure for national regulation • Change is inevitable – but where and at what pace…? • How does it affect us: • As players • As vendors • As regulators • As infrastructure providers

4. What’s on everyone’s mind? • New service lines emerging within BFSI segment • New technology and process requirement • Fallouts of consolidations and restructuring • How do vendors reorient their offerings – domain / models etc • Speed to Market vs Regulations vs Flexibility • IT | BPO offerings – New cost paradigm • Location spread – Near shore capability • Multi tenant – Shared services • Virtualization

5. Thank You