business’services’ …（业务servicesu2026）.pdf

Business Services Outsourcing in Banking and Financial Services: 2013 Market Report | 1 BUSINESS SERVICES OUTSOURCING IN BANKING AND FINANCIAL SERVICES 2013 Market Report Authors: Michael Koontz, Senior Vice President and Research Director – BFSI, HfS Research Reetika Joshi, BPO Analytics Strategies, HfS Research January 2013 Executive Summary The banking and financial services (BFS) industry has endured one of the most turbulent times ever in the history the global financial markets; however, two key challenges need to be addressed: 1. Have companies learned from the crisis and are they taking meaningful action to prevent a future one? 2. How will financial institutions conduct business going forward and regain the confidence of their customers and investors? This report outlines the strategic business priorities BFS executives will focus on over the next few years and examines how the outsourcing industry is evolving to support the industry. To that end, HfS Research has assessed: » Enterprise buyer expectations. To what extent are BFS companies looking to providers for business support overcoming these challenges? » Outsourcing models. Is work returning onshore, moving into a shared services model, or being outsourced? » Market size and forecast. What is the trajectory of the BFS outsourcing market over the next five years? » Provider responses. Have service providers progressed in supporting client needs, and where are the gaps? » Top global provide