This document contains 3 case studies from Simply Grameen Business Solutions (SGBS) regarding business process outsourcing projects in the financial services industry. The first case study describes a project with an insurance and mutual fund company involving processing transactions. The second case study involves loan application processing for a microfinance institution. The third case study is for a public sector bank involving processing of pension payments and National Pension Scheme accounts. All three cases resulted in benefits such as cost savings, consistent quality, and meeting strict service level agreements.

1. Private & Confidential
Rural is the Future
Simply Grameen Business Solutions
- BPO with a difference

2. CASE STUDIES
2
Rural is the Future
Private & Confidential

3. Client Background
• Client is a leading registrar in India and an NSE company. Member of SEBI, IRDA to manage Insurance and Mutual Funds.
• Client has more than 220 offices across India to facilitate front-office operations for their insurance and fund house clients. Registered
office is in Chennai, employing more than 3500 employees across India.
Project Facts
• Project Duration: Long term contract (36 months)
• Team Size: 270 seats (across two centers), planned to expand to 400 by Q4 2015 (adding 3rd centre)
• Critical Financial process (Mutual Fund, Insurance, Broking), 24x7 operational model
Engagement Background
• Client has partnered with SGBS for long term as “White-label” (CAPTIVE CENTRE)
• SGBS to establish required infrastructure, manpower and oversee the quality of delivery based on the agreed Turnaround Time (TAT)
and SLA (Service Level) with adherence to ISO 27001.
Scope Of Work
• Performing online/ investor onboard, agency onboard, middle office operations includes capture, scrutiny, KYC and overall quality check
(includes pre and post QC) using scanned images. The entire operation is done real-time by connecting to the Client’s server and CRM.
• Our throughput is 5 lac transactions of 150 Cr value/month having error rate less than 0.5% with a target to achieve ZERO tolerance.
• Processing10-12 different types of insurance policies, plans covering around 140+ business rules as well around 15 mutual fund, 2
broking houses. It is not 100% systemic involving complex scrutiny and KYC workflow.
• Complexity is to key in around 65 – 80 fields with varying business rules and multiple page forms/ attachments. The operator has to
remember what value a field need to take for a specific plan (e.g., for minor age proof is required, guardian certain extra fields are
enabled). Operator needs continuous training at the shop floor in order to keep up-to-date with IRDA & SEBI and product rule changes.
• TAT is around 7-8 hours within the scanned images arrival adopting to 24x7 operations.
• The overall engagement followed include Statement of Work/Planning, Transition/ Training, Parallel Run/ Steady State.
• Frequency driven daily reports covering productivity, error analysis, trend details along with the operational meetings.
Realised Benefits
• Significant cost arbitrage
• Consistent quality along with productivity due to low attrition (resulted on better cost reduction at onsite due to less QC requirement)
• In addition to meeting outcome based deliverables, contributed to reduce overall TAT in the entire process work-cycle
• Reduction in re-work due to Zero non-compliance issues from QA Assurance and clients security audit teams
• Attained 95% TAT during variable demands during spike period with no significant cost impact to client
SIMPLY GRAMEEN BUSINESS SOLUTIONS PVT LTD : Value Creation Through Partnership
Case Study 1 : Insurance, Mutual Fund and Broking
© 2010 Simply Grameen Business Solutions Pvt Ltd. All rights reserved.
Rural is the Future

4. SIMPLY GRAMEEN BUSINESS SOLUTIONS PVT LTD : Value Creation Through Partnership
© 2010 Simply Grameen Business Solutions Pvt Ltd. All rights reserved.
Rural is the Future
Case Study 2 : Leading Financial Institution
Client Background
• Client is a emerging financial services (leader in micro finance across India) having 200 branches across India and planning to establish
around 900 branches over next 2-3 years.
Project Facts
• Project Duration : Initial 12 months option to renew for long term
• Products : Loan Disbursement for self-help groups
• Transaction Volume : 30000/ month
• Critical Financial process with strict SLA
Engagement Background
• This is an outsourced project with a client representative to be on-site to manage priorities/queries/ relationship and training.
• SGBS to provide required infrastructure, manpower and oversee the quality of delivery based on the agreed Turnaround Time (TAT) and
SLA (Service Level) in accordance with ISO 27001.
Scope Of Work
• Performing self-help group on-boarding, scrutiny, capture, quality check and authorisation of the group loan application for client loan
sanction.
• Process includes each branch uploading the loan batch files to SGBS server and SGBS to connect to client CRM to process and provide
real-time status on the process based on the CRM work-flow.
• The overall process includes processing CIS of around 120 fields with average 10 CIS under a group application, minimum 40 pages of
scanned images for scrutiny.
• SLA is around 8 hours turnaround with different patterns of workload within the month
• Our throughput is 70 CIS per staff and our error rate currently stands less than 3% with a target to achieve less than 1%.
• The overall engagement followed include Statement of Work/Planning, Transition/ Training, Parallel Run/ Steady State.
• Frequency driven daily reports covering productivity, error analysis, trend details along with the operational meetings.
Realised Benefits
• Significant cost arbitrage
• Consistent quality along with productivity due to low attrition (resulted on better cost reduction at onsite due to less QC requirement)
• Improved self-help group trust with our client due to quick turnaround of loan disbursement
• ZERO compliance issues which is key for Financial institution engagement

5. SIMPLY GRAMEEN BUSINESS SOLUTIONS PVT LTD : Value Creation Through Partnership
© 2010 Simply Grameen Business Solutions Pvt Ltd. All rights reserved.
Rural is the Future
Case Study 3 : NPS and Pension Funds for a PSU Bank
Client Background
• Client is a well known and leading public sector bank.
Project Facts
• Project Duration : Two Years – till end of project completion
• Products : NPS (National Pension Scheme) & PPO (Pension Payment Order)
• Transaction Volume : 5000/ month
• Critical Financial process
Engagement Background
• This is an outsourced project to take advantage of both cost and to be part of social responsibility.
• SGBS to provide required infrastructure, manpower and oversee the quality of delivery based on the agreed Turnaround Time (TAT) and
SLA (Service Level).
Scope Of Work
• Performing data capture and quality check (includes post QC as well) of the PPO using the hardcopies, which includes history records,
pension books, and email trails. It includes also cross verification of data against KYC details.
• PPO process includes scanning of all the records and proofs for future references.
• The overall PPO process includes capturing of around 150 fields onto 7 different excel spreadsheets in the prescribed format before client
sends the feed file to core banking application for payments.
• Our throughput is 40-50 PPOs per staff and our error rate stands less than 2% with a target to achieve less than 1%.
• Complexity includes around 6 different types of PPOs (with varies business rules/ excel sheets).
• NPS process includes data capture and quality check (includes post QC as well) using the hardcopies and checking against the available.
• The overall engagement followed include Statement of Work/Planning, Transition/ Training, Parallel Run/ Steady State.
• Frequency driven reports covering productivity, error analysis, trend details along with the operational meetings.
Realised Benefits
• Significant cost arbitrage
• Consistent quality along with productivity due to low attrition (resulted on better cost reduction at onsite due to less QC requirement)
• Successful engagement on PPO has outsourced NPS project due to inherited knowledge and credibility of delivery
• ZERO compliance issues which is key for Financial institution engagement