Operating Model & Outsourcing (BPO)

Operating model and outsourcing (BPO) consulting for banks – Phoenix FSC

We design and deliver Target Operating Models (TOMs) and outsourcing/BPO solutions for banks, securities services, and wealth/private banking. From strategy and business case to vendor selection, contracts, transition and steady-state governance, we build models that are efficient, resilient and audit-ready.

Where we help

TOM design: org/process/data/tech/locations, RACI, control framework, KPIs/KRIs, service catalogue.
Business case & roadmap: cost-to-serve, sizing, benefit tracking, phasing and dependencies.
Outsourcing/BPO strategy: what to keep vs. source; retained/outsourced split; nearshore/offshore design.
RFI/RFP & vendor selection: requirements, scoring, demos/POCs, due diligence, reference checks.
Contracts & schedules: services scope, SLAs/SLOs, KPIs, credits, change control, information security, resilience/BCM.
Governance & SIAM: steerco cadence, service reviews, MI packs, risk & issue management, continuous improvement.
Risk & compliance: third-party risk (TPRM), data/privacy, operational resilience mapping, exit planning and regulatory notifications.
Transition & knowledge transfer: cutover plans, hypercare, run-books, training and BAU handover.
Insourcing/re-shoring: unwind plans, capability build, TOM re-design and sequencing.

Typical engagement & timeline

Diagnostic (2–3 weeks): current model, cost & control baseline, quick wins, sourcing options.
Design (4–8 weeks): TOM, business case, sourcing model, governance and risk design.
Sourcing (6–10 weeks): RFI/RFP, evaluation, commercials, contracting and readiness.
Transition (8–20+ weeks): plan, pilots, parallel runs, cutover, hypercare and stabilisation.

Delivrables

Target Operating Model with service catalogue, RACI and control library.
Business case & benefits framework with KPIs/KRIs and tracking.
RFP pack & scorecards, vendor evaluation logs and due-diligence reports.
Contract schedules (scope, SLAs/SLOs, service credits, MI, security, resilience, exit).
Governance playbook (steerco, service reviews, MI dashboards, SIAM model).
Transition plan & run-books, training materials and audit-ready evidence.

Who we help

Investment and universal banks (ops, post-trade, transaction banking)
Custodians & depositary banks
Wealth & private banks
BPO/managed service providers seeking domain design partners

Why Phoenix FSC

Practitioners who’ve built and run TOMs and outsourced services—balanced across cost, control and client outcomes.
Vendor-agnostic with structured RFPs and transparent scoring.
Evidence-led delivery that stands up to internal audit and regulators.

FAQ Q: What should we outsource vs. retain? We assess process criticality, client outcomes, control intensity and economics to design a retained/outsourced split with clear accountabilities. Q: How do you keep regulators comfortable? We map important services, impact tolerances and third-party controls; we build MI and documentation packs that evidence oversight, resilience and exit readiness. Q: Can you help negotiate SLAs and service credits? Yes—defining measurable SLOs/SLAs, tiered credits, reporting, and change control to avoid ambiguity and disputes. Q: How do you avoid disruption during transition? Phased migrations, parallel runs, clear run-books and a hypercare model with decision rights and communication plans. Q: We’re reversing an old outsource—can you insource? Yes—capability assessment, hiring/knowledge transfer plan, TOM redesign and sequenced cutover.