overview - nasscomold.nasscom.in/sites/default/files/sbsl.pdf · support services •bookkeeping...

OVERVIEW

www.sundarambizserv.com© 2015 Sundaram Business Services Limited. All Rights Reserved.

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ABOUT US

Sundaram Business Services (SBS) is a global Business Process Outsourcing

(BPO) service provider based out of Chennai, India

13+ years of BPO experience

Over 1000 strong team

Over 5 decades of transaction processing experience within the group

Servicing 100+ clients across Australia, UK, Singapore and India

High standards of data security with state-of- art infrastructure and

technology, ensuring compliance with privacy legislation and data

confidentiality

Strong leadership and middle management team with backgrounds in

accounting, six sigma, IT, training, and resource management

Seamless migration approach (5D transition methodology)

Ensuring customer satisfaction, through relationship management at C

level, across clientele.

Our flexible engagement model, helping clients reduce operating costs

by over 50%

International Service Excellence Award Winner -2014 | Customer Service Institute of Australia

We are the first non-captive BPO to win the award

ISO 9001:2008 Quality

ISO 27001:2013 Information Security Management Systems

We are the only company head-quartered in India to be CPA Australia, recognised employer partner. The recognition confirms our commitment to improve employee quality


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ABOUT THE GROUP

Our core values are derived from our parent company, Sundaram Finance, one of India’s

largest financial services companies with 60 years of customer excellence with almost

US$ 4 billion balance sheet and 1.65 million customer base from over 600 branches in India

One of the most trusted names in

Indian financial services

Long standing Member of

International Finance & Leasing

Association (IFLA)

60 years of customer excellence

and superior service

PARENT COMPANY – SUNDARAM FINANCE LIMITED

JV PARTNERSBNP Paribas


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ABOUT THE GROUP

$2.49Bn

$0.24Bn

$4 Bn

$1.17 Bn

600 90+

400+GROUP COMPANIES

MUTUAL FUNDAUM

LENDING, DEPOSITS

Assets

HOME FINANCE Loans under management

INSURANCE Gross Written Premium

SchemesREGISTRAR & TRANSFER AGENTS FINANCIAL PRODUCT DISTRIBUTION

Branches

IT SOLUTIONSTechnical experts


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SBS SUITE OF SERVICES

Support Services • Fund Setup &

Administration •Compliance and Financial

Audit

SMSF

Support Services •Pre-Credit & Application•Mortgage Commissions•Administration Support

MORTGAGE BROKER

Support Services•Bookkeeping and BAS •Year End Accounting•Preparation of Tax

Returns•Management Accounting•CFO Support Services

FINANCE & ACCOUNTING

Support Services •Portfolio Accounting•Value added Services –

Portfolio valuation, Performance reports

• Fund Accounting Services

INVESTMENT MANAGEMENT

Support Services •Accounts Payable,

Accounts Receivable, General Ledger• Income audit•Payroll•Reservations

HOSPITALITY

Whether you want to gain a competitive edge through operational excellence ortransform your SMSF business through efficiency, Sundaram SMSF can help you inbeing customer, cost and efficiency focused.

SELF MANAGED SUPERANNUATION FUND BACKOFFICEMaking lives of SMSF administrators simpler

6000+ funds processed annually

pioneered the Off-shore

SMSF model

1 million hours of SMSF

processing

1000+ Audit file

processed/ annum

Independent third party

audit

10 Years of SMSF back-

office support.

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SERVICE OFFERINGS - SMSF


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CASE STUDY - SMSF

Our client is a well acknowledged administrator of super funds. -This administrator serviced 1000+ funds in Australia.

Inability to scale up due to difficulty in gaining

access to trained resources

Too much of their employees' time was spent

on processing tasks, rather than client facing

activities.

No documented processes, making it difficult

to manage staff attrition or temporary absence

CHALLENGES THE APPROACH

We made a thorough study of the existing

processes and documented the unique aspects

of this process.

We then created detailed Standard Operating

Procedures with the process modifications

necessary for off-shoring.

Trained users in both India and Australia &

Successfully off-shored within three months.

THE IMPACT

On-shore staff moved to higher-value adding

client facing activities, leading to additional fee

income. This was possible because Australia

based staff productivity increased to 300% of

its original level.

The India-based processing back-office now

function as an extended office, addressing the

issue of scalable access to trained staff

Sundaram Business Services gives mortgage companies the time andflexibility to focus on their core business, and helps improve their processefficiencies and turn-around-time

MORTGAGE SUPPORT SERVICES


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MORTGAGE LOAN MANAGER

SERVICE OFFERINGS

PRE-CREDIT DATA CAPTURE

BROKER COMMISSIONS

ACCOUNTS PAYABLE

APPLICATION PROCESSING

MORTGAGE DISCHARGE

MORTGAGE VARIATIONS

MORTGAGE AGGREGATOR


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Over 2 years experience in mortgage industry

2400+ member brokers | $66 Billion loan book size

Over 46 panel

lenders

Over 12,000

transactions processed on

a monthly basis

PROCESS FLOW - MORTGAGE

BORROWER BROKERSLOAN

MANAGERS

SUNDARAM BUSINESS SERVICES

LENDERS

SOLICITOR

OUTPUT

OUTSOURCE

SETTLEMENT

APPROACHES

MORTGAGE BROKER

AGGREGATOR

SETTLEMENT

APPROACHES

SUNDARAM BUSINESS SERVICES

LENDERSOUTPUT


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CASE STUDY - MORTGAGE

SBS brought down loan processing turnaround time from 3 days to 1 day for leading Australian mortgage and financial services company. The company offers diversified services of mortgage lending, aggregation & processing with over $15 billion loans under management.

• High turnaround time

• Quality and accuracy issues

• High operating costs

• Need for process improvement

• Business continuity requirements

THE CHALLENGE THE SOLUTION

SBS’s on-site study identified the reasons

for pain and designed a be-spoke

engagement strategy. Efficient

communication, process documentation,

training and a robust IT infrastructure

plan were implemented to support the

pre-credit process migration.

THE IMPACT

60% savings on manpower costs, partly due to

process improvements and partly on account of

wage differentials driven by offshoring

SBS brought down this turnaround time from 3

days to 1 day

Sundaram Business Services delivered above the

standard level of quality and accuracy which is over

90%.

SBS offers investmentmanagement support servicesto portfolioadministrators/managers,investment administrators, andfinancial planning dealergroups, with end-to-end onlineprocessing capabilitiesdelivered through a remoteprocessing solution. Ourinvestment managementsupport services encompassesthe below services

Over 4 years domain

experience

Over 5000 cash transactions per

month

Administration back office support for funds with asset size of over A$2Bn

Trades processed in

excess of 2000 per

month

Executed over 100 complex

corporate actions

Through our clients we

service over 5000 retail customers

INVESTMENT MANAGEMENT SUPPORT

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FRONT OFFICE

INVESTMENT MANAGEMENT SUPPORT

Accounting• Expense and Income Processing• Financial Reporting• Collateral Management (Mortgages)

Transaction Services• New Account Set-up and Administration• Amendments / Maintenance of Existing Data• Client Administration• Claims Management• Queries Handling• Corporate Actions such as Demerger, Rights etc.,• manual processing of contract notes• Market Price Updates

Treasury• Payment Instruction Processing• Daily Funding Requests Processing• Invoicing / Billing Processing

Sale Support Services• Client Investment

Review Document• New Business

PresentationPortfolio Construction Support

CRM Update Support

Management and Control• Trade Compliance and Regulatory

Compliance• Performance and Attribution

Income Processing

Trade Processing

Reconciliations• Cash and Stock Accounts

Reconciliation• Exchange-Broker Reconciliation• Follow-up on Breaks Assigned• Monitoring of Ageing of Breaks

SERVICE OFFERING

MIDDLE OFFICE BACK-OFFICE OFFICE


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PROCESS FLOW - INVESTMENT MANAGEMENT SUPPORTC

lie

nt

So

ftw

are

PORTFOLIO ADMINISTRATORS

SMSF SOFTWARES

END CLIENTS/ HIGH NETWORTH INDIVIDUALS

PMS SOFTWARE PLATFORM

IRESS | PRAEMIUM | COIN | XPLAN | CUSTOM SOFTWARE

Su

nd

ara

m SETUP NEW APPLICATION PORTFOLIO

RECONSTRUCT ALL ASSETS TILL DATE

RECORD ALL BANK

TRANSACTION

PROCESS INCOME &

TRADE

RECONCILE BANK

TRANSACTION

COMPLETE TRANSACTION

ASSIST IN GENERATING YEAR END TAX RETURNS

FINANCIAL ADVISERS

CONTACT PORTFOLIO ADMINISTRATOR OR ADVISORS FOR UNKNOWN TRANSACTIONS

SMSF Admin Support Team

FEEDS

BROKER –BUY/SELL DATA

BANK STATEMENTS

WEBSITE –STOCK PRICES

SETTLEMENT AGENCY


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CASE STUDY - INVESTMENT MANAGEMENT SUPPORT

Client : A leading Wrap Platform Administrator in Australia had sudden business volumes from migration of new portfolio advisors to his platform

The Client wanted a reliable partner either in

Australia or overseas, who knew the Australian

Financial Services Industry with Investment and

Portfolio management domain experience to help

him scale his business. Here is when he contacted

Sundaram.

THE SITUATION THE APPROACH

Our subject matter resources helped map Client

requirements using Custom Transition Framework

and identified low skill but high impact jobs to be

moved first up, as the experienced in-house

resources were accommodated in other

challenging roles within the company. SBS

migrated new application processing followed by

more complex activities including Cash, Equity

reconciliations, income report audits , separately

managed accounts processes, among others.

THE IMPACT

The requirement to scale up quickly to meet

industry demands was delivered by SBS. The Client

experienced seamless process driven delivery with

an accuracy rate of 99% and reduced operating

costs by over 50 %. As SBS demonstrated

capability to deliver consistently, the Client now

sees SBS as a Partner in their Growth Strategy.

SBS offers end to end services for the Hospitality sector. SBS’s extensive processexperience and deep understanding of customer needs has helped us offer customisedsolutions for different customers.

HOSPITALITY SUPPORT SERVICESRESERVATION TO REPORTING – COMPLETE SOLUTION

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SERVICE OFFERINGS - RESERVATIONS

Sorting and Validation of

Bookings

Profiling and Pre-arrival checks

Apportioning and Posting revenue

Data Analysis

Document Management

Query Management

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HIGHLIGHTS

Hotels working with Sundaram

Business Services, consider

us as an extended department

of the property

Management’

Generating revenues through reservations - Over $40,00,000 per annum

Software expertise - Opera, GDS (Global Distribution System), Oxi and SABRE

Handling over 300 bookers & over 100,000 bookings in a year

24 hours turnaround time & high resource efficiency with track record

Helping client reduce operational cost by over 35%

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SERVICE OFFERINGS - CFO SUPPORT SERVICES

Sundaram Business Services has helped many

CFOs across multiple geographies to run their

finance department efficiently.

Our CFO support service ensures the smooth functioning of the department withminimal attention from CFO, thereby freeing up the CFO's time to play the role of abusiness partner in driving management strategy.

Procurement

Invoice Processing

Vendor Management

Order Management

Invoicing

collection

Accounts Finalisation

General Accounting

Fixed Assets

Tax

Payroll Processing

Compliance management

CTC expense reimbursement

CFO SUPPORT SERVICES

PROCURE TO PAY

ORDER TO CASH

RECORD TO REPORT

PAYROLL


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5D TRANSITION METHODOLOGY

DIAGNOSE DESIGN DEVELOP DEPLOY DELIVER

TO-BE Process

Mapping

Critical Controls

Key Performance

Indicators

Technology

Solution

Workforce

Solution

Support

requirement

from retained

team

Governance

Structure

Knowledge

Capture

Standard

Operating

Procedures (SOP)

Technology and

Infrastructure

setup

Hire Delivery

Team

Training and

Service readiness

testing

Production Kick-

off and Ramp-up

Issue Resolution

GO–LIVE

Operational

Performance

Monitoring

30-60-90 days

stabilization Plan

Value Additions

Understand

Customer Vision

Identify

Opportunities

Due diligence

study and Gap

analysis

Recommend

Solutions

Propose

Transition

Timelines

• Go-Live• Stabilisation

Plan

• Training and assessment

• Volume Ramp-up

• SOP• Technology

readiness

• Project Plan• Technology

Solution

• Transition Approach• Transition Timelines

Tollgate Success Criteria

Key

Activities


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SECURITY MANAGEMENT

INCIDENT& CHANGE

MANAGEMENT PROCESS

PHYSICAL ACCESS

LOGICALACCESS

BUSINESS CONTINUITY &

DISASTER RECOVERY

• Biometric access control

• CCTV surveillance

• Restrictions on personal electronic device

• Secured document and media disposal

• Fire Safety – Smoke detectors, Fire alarm, Fire extinguishers and Evacuation drill

• E-Mail and Internet restriction

• Anti-virus and Patch Management

• No access to external storage devices

• Restricted printer access

• Restriction for installing applications or changing system settings

• Incidents tracked till closure

• Escalation management process

• Controlled change management process

• Redundancy built over for all the components in the architecture –ISP, Firewall, Network switches, Authentication server, and user systems

• Alternate processing facility setup with a similar control environment


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QUALITY MANAGEMENT LIFECYCLE

Short Term

Measurable

Mid Term

Sustainable

Long Term

Achievable

MIS & Business Intelligence• Process & Business metrics definition,

measurement & analysis.• Intelligence building via forecasting

and data modelling• Customized data sets for process

quality & corporate quality initiatives

Process Quality• Functional & Operational

Independence In Quality Control• Control & Correction of Defects

in the process• Compliance checks & quality

control management

Corporate Quality• Value creation in Process & Business

via kaizen, lean initiatives.• Scaling Process Efficiency Effectiveness

via FMEA, CA & 7 QC tools• Best Practice Management via global

standards

SBS Quality Management System compliant with ISO

9001:2008 standards- Certified by Bureau

Veritas Quality International (BVQI)

• Identifying and planning quality

• Interventions

• Facilitating quality target setting measuring and

monitoring progress Identifying laggards and

instituting corrective action

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THANK YOU

INDIA CORPORATE OFFICE: 20, Patullos Road Chennai - 600002

AUSTRALIASuite 6.05, Level 6, 2 Queen Street Melbourne, Victoria 3000

UNITED KINGDOMLevel 17, Dashwood House, 69 Old Broad Street, London EC2M 1QX.

SBS FACEBOOK SBS LINKEDIN

WWW.SUNDARAMBIZSERV.COM

https://www.facebook.com/pages/Sundaram-Business-Services/515957095200305

https://www.linkedin.com/company/86185?trk=tyah&trkInfo=tarId:1412679828681,tas:SUNDARAM BUSINESS SERVICES,idx:1-1-1

overview - nasscomold.nasscom.in/sites/default/files/sbsl.pdf · support services •bookkeeping...

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