New On-shore and Off-shore Mortgage Operations Delivery Centers

A top tier Canadian bank was launching a strategic new Mortgage and Lending product .  The bank’s Retail Operations  division was responsible for the back end processing  when the product was sold by the front office. The operations group did not have the resource capacity or capability to support the new product.  They decided to outsource certain parts of the process to an off-shore service provider as well as use bank resources from a non-lending  line of business to  build capacity for its on-shore delivery center.  The challenge was multi-faceted.  Specifically the operations group needed to:

  • Design new processes to support the desired end state
  • Identify, secure, and train non-lending resources with-in the bank to successfully support on-shore processing
  • Effectively work with an off-shore vendor to:
    • Identify and ensure all its processing requirements were met through a new services contract
    • Ensure contract terms and conditions supported the partnership relationship  they wanted to establish with the vendor
    • Establish a transition & training plan that allowed the bank to certify off-shore delivery resource capability against a measured standard

New On-shore and Off-shore Mortgage Operations Delivery Centers

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