Genpact’s SEPSM methodology covers business processes across industries and enterprise-wide functions. The SEPSM methodology has been leveraged to build multiple frameworks categorized into business suites as outlined in the figure above. Genpact provides an end-to-end, enterprise-wide view across all processes within these suites to drive superior business performance and building Intelligent Enterprises.

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The present economic scenario has created a set of unprecedented challenges for the CFO. With rising cost of finance, dwindling margins and increased shareholders expectations, the CFO is under constant pressure to optimize business processes. The Genpact CFO Suite has been designed to provide three main business benefits which, directly impact the bottom line of an organization. The CFO suites help in improving key business outcomes in sourcing, procurement, order-to-invoice cycle time, financial accounting and reporting.

Order to Cash
The Order to Cash (O2C) SEPSM suite enables companies selling in a B2B environment with a road map, to best-in-class performance on key business outcomes like DSO, revenue dilution (cash yield as a % of sales), order to invoice cycle time, customer satisfaction and cost of processing a sale.

Our Order to Cash SEPSM suite enables organizations to address the following key business challenges:

  • Lack of single, unified true customer view resulting in downstream errors
  • Contract non-compliance leading to revenue and billing leakage, compliance issues
  • Low order fulfillment accuracy
  • Delayed order to delivery lead times
  • High % order cancellations
  • Inventory write off and pricing dilution

To read more about Genpact's Order to Cash offering please click here

Source to Pay
The Source to Pay SEPSM suite enables us to measure client organizations process efficiency in indirect materials and create a road map to achieve best-in-class performance on key business outcomes like sourcing (identifying buying strategy, negotiating and contracting), procurement (buying the materials) and payment (invoice generation and payment).

Our Source to Pay SEPSM Suite enables organizations to address the following key business challenges:

  • Lack of visibility into organizational spend
  • Inadequate forecast of business requirements and non-availability of products
  • Compliance issues – internal, preferred vendor, contract terms compliance
  • Reduce administrative and procurement cost
  • Delayed payments and non – PO invoices

To read more about Genpact's Source to pay service offering please click here

Record to Report
Record to Report  SEPSM suites of utmost importance to a CFO, controller and finance organization.It not only focuses on time taken to report the financials to the street, it also drives compliance, controller ship and accuracy of numbers. Our Record to Report SEPSM is designed to improve various sub-processes like journals, reconciliations, sub-ledgers, inter-company, fixed assets, closing, consolidation, reporting, FP&A, tax, treasury etc. to achieve the final objective of reducing time to report for a customer. It can help in increasing the reliability of financial statements, lower the cost to close and provide efficient financial analysis.

Our Record to Report SEPSM suite enables organizations to address the following key business challenges:

  • Standardization of financial controls across businesses/regions
  • Increased transparency into inner working and greater disclosures
  • Easy adaptation to changing regulations around reporting, ex. IFRS, etc.
  • Reduce cost of finance overheads to the business
  • Financial predictability & accurate management information enabling real time decision making capability

To read more about Genpact's Record to Report service offering please click here

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IT Suite SEPSM targets the CIO/ CTO's key business outcomes like increase in the Remote resolution and Improvement of end user productivity by reduction of mean time to resolve and reduction of incidents that flow into the service e-desk.

IT Helpdesk

IT helpdesk SEPSM suite targets to improve the key CIO/ CTO's key business outcomes for managing a Helpdesk. The IT helpdesk SEPSM suite focuses on driving operational efficiency and effectiveness to optimize the IT function of an organization. The IT SEPSM suite helps customers create a road map to achieve best-in-class performance by reducing the contacts per user, cost per resolution and enhance end user productivity.

Our IT helpdesk SEPSM suite enables organizations to address the following key business challenges:

  • Optimizing costs and the Total Cost of Ownership (TCO)
  • Ensure appropriate IT governance framework
  • Isolate the real issues to reduce help desk calls
  • Track reported problems and their outcomes

To know more about IT Infrastructure Services please click here

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The Enterprise Suite helps to optimize three key processes of an organization i.e. collections, customer service and hire to retire. The Collections suite helps customers in achieving best in class collections performance. The Hire to Retire suite helps in optimizing processes in hiring, training, HR & employee productivity. The Customer Service suite helps customers in building a best-in-class process from the time customer gets enrolled and an account is set up to maintaining a continued relationship of loyalty.

Our Collections SEPSM suite offers B2C end to end collections process. It is designed to help clients achieve best-in-class collections performance by uncovering the hidden inter-dependencies in the collections value stream across areas such as receipt and application of payments, collection analytics, early & late stage collections, skip tracing, recoveries and account closure. The targeted end state is a truly robust collections model characterized by best in class operational efficiencies, optimal pre-call efforts and high workforce productivity.

Our Collections SEPSM suite enables organizations to address the following key business challenges:

  • Operational ineffectiveness : low productivity of collector workforce
  • Sub-par return on collections investment
  • Customer Satisfaction challenges
  • Increased NPAs and write-off’s resulting in increased Gross losses
  • Negative P&L impact resulting in High cost of collections

To know more about our collections service offering please click here

Hire to Retire
The Hire to Retire SEPSM(H2R) has been built to manage processes in hiring, training & HR globally. It focuses on aligning people processes to the business outcomes of staffing the right person at the right time, driving employee engagement and optimizing people productivity.

Our Hire to Retire SEPSM suite enables organizations to address the following key business challenges:

  • Reducing cost per hire
  • On-boarding and integration challenges
  • Reduce cost of HR per employee
  • Talent management and talent development costs
  • Payroll automation

To know more about our Human Resource service offering please click here

Customer Service
The Customer service SEPSM suite looks at end to end relationship with a customer, from the time a customer gets enrolled and an account is set up to maintaining a continued relationship of loyalty. To manage efficiency and effectiveness of this value chain, it is most important to have a robust setup on capacity planning and process management which is why we believe in starting from there. Customer Service SEPSM suite helps an organization identify the critical to success performance measures and their performance drivers that significantly roll up to delivering the business outcome.

The Customer Service SEPSM suite also provides the framework to continuously optimize the customer service operations through various cost reduction opportunities for e.g. call elimination, promoting self-service options (IVR, Web) and better resource planning for contact centers.

Our Customer Service SEPSM suite enables organizations to address the following key business challenges

  • Inconsistent customer interaction through different touch points
  • Reduce cost to serve
  • Strong interplay between customer stickiness and portfolio size
  • Operational ineffectiveness due to low productivity and high cost per contact
  • Low revenue generation through each contact

To know more about Customer Service offerings please click here

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Retail Banking

Mortgage Origination (Application to Disbursal)
The Application to Disbursal SEPSM suite enables us to measure client organizations processes efficiency within Mortgage Origination. This comprises of a sequence of activities from the time an applications received and/ordering any process stage that the product/service is active. Our Application to Disbursal SEPSM suite creates a road map to achieve best-in-class performance on key business outcomes like Business Risk/Compliance (identifying portfolio risk and being compliant), Turn Around Time (reduced touches between processes) and Pull Through Rate (% of loans that successfully convert from Application to Disbursement) resulting in the reduction of cost to originate mortgage loans.

Our Application to Disbursal SEPSM suite enables organizations to address the following key business challenges:

  • Reducing the cost to originate mortgage loans
  • Reducing cycle time from point of sale to funding; addressing volume
  • Compliance Issues/Changes – internal and external
  • Poor conversion rate from Application to Disbursement
  • Lack of positive borrower experience

Mortgage Servicing

The Mortgage Servicing SEPSM suite enables us to measure client organizations process efficiency in investor portfolios. This comprises a sequence of activities from the time a loan is funded and/or such time that the product/service is paid in full or no longer being serviced. Our Mortgage Servicing SEPSM suite creates a road map to achieve best-in-class performance on key business outcomes like regulatory compliance (adherence to regulatory guidelines), Turnaround Time (reduced touches between processes) and Borrower Experience (positive customer service) resulting in the reduction of cost to service mortgage loans.

Top business challenges which we can address using our Mortgage Servicing SEPSM

  • Cost of servicing
  • Reducing cycle time for workout assistance review; addressing volume
  • Compliance Issues/Changes – internal and external
  • Poor conversion rate for converting non-performing loans to performing
  • Lack of positive borrower experience for client brand

Unsecured Lending Origination
The Unsecured lending SEPSM framework provides an end-to-end single view across origination process including marketing, sales, credit risk and new application processing, thus enabling the financial institutions to solve for its larger business challenges faced and helps implements & track strategic initiatives thru an integrated approach.

Our Unsecured Lending SEPSM suite enables organizations to address the following key business challenges:

  • Reducing the cost of acquisition
  • Improving the quality of application sourced and approval rates by segment based marketing
  • Risk capital optimization
  • Reduction in the time to process a new application
  • Better Underwriting standard& portfolio management

Consumer Credit Risk
The role of risk management has evolved from that of mere loss prevention to an enabler of business growth & profitability. Consumer Risk SEPSM suite deals with the risk management continuum in a consumer finance space and various aspects of credit risk impacting the consumer business as a whole.

It spans across policy & governance, risk identification & assessment, portfolio management, control, reserving & finally reporting. It also aims at creating and establishing policy framework, portfolio quality review mechanism, identifying regulatory compliance requirements and create processes around the same.

Our Consumer Risk SEPSMsuite enables organizations to address the following key business challenges:

  • Concentration risk and degradation of portfolio quality and constant surge in credit losses
  • Tightened regulatory norms and close scrutiny which poses a challenge on the top-line growth
  • High cost of risk management resulting from lack of effective risk management structure to influence right decision at the right time

Campaign Execution & Management
Campaign Execution & Management SEPSM framework enables us to measure efficiency of marketing programs for consumer banking organizations and create a road map to achieve best-in-class performance by improving key business outcomes like return on marketing investment and time to market. It is designed to help clients achieve best-in-class marketing program performance by measuring and optimizing sequential sub processes starting from program design, list & data sourcing till tracking program performances and recommendation for future campaigns.

Our Campaign Execution & Management SEPSM suite enables organizations to address the following key business challenges:

Insurance

  • Sub-optimal return on marketing investment
  • Targeting right customer through right product and channel
  • Lower product penetration to existing customers
  • Declining response rate and profitability of marketing acquisition programs

P&C Claims
The P&C SEPSM is designed for auto and homeowners market segment, focusing not only on improving the efficiency of the claims process, but also the effectiveness of the claims function. P&C Claims SEPSM suite targets to improve insurance carriers’ performance on loss ratio,claim expenses handling ratio, customer satisfaction, and end to end settlement cycle time.

Our P&C Claims SEPSM suite enables organizations to address the following key business challenges:

  • Low % of Straight Through Processing ( STP) resulting higher settlement time
  • High number of Not in Good Oder claims ( NIGO) causing productivity issues
  • Loss leakage due to Fraud
  • Poor Estimate and adjudication quality resulting in loss leakage
  • Challenge in the managing multiple vendors within claims cycle – impacting settlement time and high claims handling expense.
  • Loss leakage due to poor subrogation process

Life Insurance: Application to Issue
Life insurance companies face a number of business challenges, including increasing costs per benefit placed, high cycle times of up to 90 days, slow underwriting processes, high customer attrition rates, and legacy systems integration and data validation issues. Our Applications to Issue SEPSM suite provides a framework to acquire customers by focusing on objectives like maximizing placement rate, minimizing cost of acquisition & improve producer/customer satisfaction.

Our Application to Issue SEPSM suite enables organizations to address the following key business challenges:

  • Cost reduction in new business acquisition.
  • Customer retention and business growth
  • Operational in-efficiencies Customer retention and business growth
  • Optimum utilization of capacity and service levels during significant volume volatility
  • Improve system integration to improve access and flow of information
  • Changes in underwriting rules

Manufacturing

After Market Services
Our After Market Services SEPSM suite enables companies to drive best-in-class performance across the entire service life cycle by increasing service revenue, reducing service cost and improving customer loyalty. After Market Services SEPSM suite is designed to improve various sub-processes within the post-sales service cycle like field service, warranty management, parts management, contact center, product returns and refurbishment, service contracts etc. It seeks to deliver business impact by providing a centralized service support platform to enable effective local execution with the right mix of people, process and technology.

Our After Market Services SEPSMsuite enables organizations to address the following key business challenges:

  • Inefficient management of contact center processes, contracts, warranty, parts, and field ser
  • Lack of visibility into cost to serve
  • Low success rate in meeting service related metrics like first time fix, first call resolution etc.
  • Inability to manage or control parts inventory on a day-to-day basis requiring heavy warehouse and logistics coordination
  • Multiple technology systems (legacy, web based) leading to inefficiencies

Direct Procurement
The Direct Procurement SEPSM suite enables us to evaluate client organization’s effectiveness in the management of direct material. The Direct Procurement SEPSM suite creates a road map to achieve best-in-class performance in key business outcomes like availability of material (forecasting, demand planning, developing sourcing strategy, negotiating and contracting), procurement cost (buying processes) and payment efficiency (invoice generation and payment).

Our Direct Procurement SEPSMsuite enables organizations to address the following key business challenges:

  • Lack of resources to manage all of addressable ‘direct’ spend
  • Limited accuracy of forecast for ‘direct’ material demand
  • Ineffective demand planning that leads to material unavailability and hence poor ‘on-time’ delivery
  • Limited use of technology, workflows and other IT tools to improve productivity and effectiveness of direct spend management
  • Compliance issues (Lack of contracted vendor usage, limited contract terms compliance)

B2B Sales & Contract Management
B2B Sales & Contract Management SEPSM suite enables us to maximize the profitability which is a key metrics for managing a portfolio of B2B contracts.

The challenges in the current economic scenario are to explicitly address uncertainty, have a systematic structure to monitor the operating margins and having a dynamic and iterative process to make best use of the available information. The effects of economic downturns and general uncertainties add to the complexities around the entire domain of contract management.

Our B2B Sales & Contract Management SEPSM suite enables organizations to address the following key business challenges:

  • Lack of efficient process for opportunity identification and effective pricing leading to poor win rates
  • Inaccurate forecasting of failures / maintenance events and the associated cost resulting in poor pricing of service contracts
  • Sustenance of profitability of long term service contracts as an ongoing challenge for maintenance service providers
  • Billing Leakage, non-compliance and inefficient processes resulting in revenue loss

Commercial Banking

Commercial Lending
Commercial Lending SEPSMsuite focuses on prefunding and post funding operations in commercial lending globally which comprises of sequence of activities from the time the customer walks into a store to obtain lease/loan for small to mid-ticket on desired equipment to the time the lease/loan is closed. The series of activities involve Application Input, Underwriting, Contract Generation, Booking/Funding, Billing, Cash Application, Customer Servicing, Collections and Asset Management. The Commercial Lending SEPSM suite targets to impact the key business outcomes like Deal Conversion, Income Leakage, Cost to Serve, Delinquencies and Losses, Customer Satisfaction.

Our Commercial Lending SEPSM suite enables organizations to address the following key business challenges:

  • Increase the revenue by improving Deal Origination Conversion rate
  • Improve Cost of operation by reducing rework / wasted effort.
  • Reduce Delinquencies and Credit losses.
  • Improve Operating margin by focusing on major non-price price levers.
  • Improve Dealer/ end consumer satisfaction.

Commercial Credit Risk

Commercial Credit Risk SEPSM suite offers end to end performance management solutions to enhance effectiveness of highly complex and integrated processes through best in class industry practices for the key functional areas in the Chief Risk Officers domain. The focus of this SEPSM suite is to enable credit risk processes achieve the highest level of operational excellence, compliance with key regulatory requirements, minimize cost of risk management and be a driver for balanced growth with profitability.The Commercial Credit Risk SEPSM suite approach impacts business outcomes, by understanding and working on the inter-linkages between various credit risk functions (i.e, Policy & Governance, Risk Identification and Assessment, Monitoring, Reporting, Control & Mitigation) and strives to breakdown organizational silos causing inefficiencies and drives effectiveness through synergies.

Our Credit Risk SEPSMsuite enables organizations to address the following key business challenges:

  • Lack of a robust portfolio monitoring and review system and absence of proactive early warning triggers and inadequate use of appropriate portfolio segmentation techniques
  • Inadequacy of risk reporting for internal and regulatory purposes
  • Poor Model (PD, LDG and EAD) Management practices and absence of stress testing framework
  • Absence of systems for creating appropriate deal documentation (pre & post funding) for internal compliance and regulatory requirements
  • Sub optimal deal underwriting policies, procedures and methods impacting turnaround time, approval rate and ultimately deal funding
  • Problem of Data integration / Consolidation and multiple source systems – creation of “Golden Source” due to redundant databases, legacy / acquired systems, differential data systems architecture, use of market and third party data etc.
  • Broken credit risk (lending) processes – communication and data flows impacted by departmental silos, manual processes as opposed to automated ones, extensive elaborate reconciliation activities, intuitive / judgmental process vs. systemic, inadequacy or absence of process performance measurement systems (Metrics and Dashboards) and reporting – impact assessment

CPG

Trade Promotions
Trade Promotions are an important component of the channel management strategy for manufacturers who rely on retail trade partners for the ultimate distribution of products to consumers and end users. It is the second biggest P&L cost item for most consumer goods companies after “Cost of Goods Sold”. Trade Promotions SEPSM suite manages the end to end process across promotion planning, execution, settlements and post event evaluation.The key focus of the Trade Promotions SEPSM suite is to improve Return on Investment in trade promotions, process visibility and to minimize leakage across this process.

  • Measuring the effectiveness of Trade Promotion activities given the dynamic nature of how promotion decisions are made by retailers
  • Low end to end visibility across the Trade promotions process
  • Lack of verification and validation to prevent unauthorized expense or non-compliance by retail trade partners

After Market Services
Our After Market Services SEPSM suite enables companies to drive best-in-class performance across the entire service life cycle by increasing service revenue, reducing service cost and improving customer loyalty. After Market Services SEPSM suite is designed to improve various sub-processes within the post-sales service cycle like field service, warranty management, parts management, contact center, product returns and refurbishment, service contracts etc. After Market Services SEPSM suite seeks to deliver business impact by providing a centralized service support platform to enable effective local execution with the right mix of people, process and technology.

Our After Market Services SEPSM suite enables organizations to address the following key business challenges:,

  • Inefficient management of contact center processes, contracts, warranty, parts, and field service
  • Lack of visibility into cost to serve
  • Low success rate in meeting service related metrics like first time fix, first call resolution etc.
  • Inability to manage or control parts inventory on a day-to-day basis requiring heavy warehouse and logistics coordination
  • Multiple technology systems (legacy, web based) leading to inefficiencies

Capital Markets

Collateral Management
With increasing focus on the collateral management function both by industry participants and regulators across the globe, the Collateral Management SEPSM enables market participants to achieve best-in-class performance on key business outcomes like minimization of exposure against a counterpart default, increase the funding capacity, compliance with the regulatory requirements including internal policies and reduce the total cost of ownership.

The Collateral Management SEPSM suite aims to provide end-to-end capabilities to transform the collateral management function and to benchmark your collateral management process against industry best practices. This will be delivered by using domain capability to re-engineer the process, to provide analytics, transaction processing and technology capability for meeting the rapidly evolving requirements.

The top business challenges which our Collateral Management SEPSM suite will address are –

  • Reduce the locked in capital within the regulatory framework
  • Align the front office and treasury funding desk liquidity risk management function with collateral management objectives.
  • Lack of single view of the counterpart credit risk exposure across asset cla
  • Lack of a single view of the collateral inventory and categorization of collateral
  • Achieve process and technology efficiency to manage complex processing of collateral optimization, transformation, substitution, collateral earnings and making infrequent margin calls, standardization of haircuts and valuation across the firm.
  • Mange the collateral process within the turnaround time.
  • Meet the regulatory initiatives for standardization and transparency in Over the Counter (OTC) derivative and Federal Reserve Bank of New York initiative to eliminate same day credit in repurchases (repo) market.

Client Account On boarding
The Client On-boarding and Account Management (COBAM) SEPSM suite aims to provide end-to-end services and capabilities involved in the process of on-boarding client entity and activating it in the system to do business with the firm. The COBAM SEPSMenables firms to review and refine underlying processes, technologies, workflows holistically in terms of their impact on business outcomes like improving revenue assurance, client servicing, regulatory compliance and reducing operational costs & risks.

Our COBAM SEPSM suite enables organizations to address the following key business challenges:

  • Lack of Single Customer view for improved counterpart exposure calculation and cross-sell opportunities
  • Manual, Fragmented & in-efficient processes & platforms leading to operational in-efficiencies and reduced data quality
  • Paradigm shift from ‘Account Centric’ to ‘Customer Centric’ environment
  • Back-logged remediation and reviews on on-boarded entities and corresponding documentation
  • Adoption of regulatory mandates like Legal Entity Identifier (LEI), Entity hierarchy, FATCA compliance

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