1. Ionic Consultancy Group Ltd www.icgroup.org.uk
Good Morning !
Typical processes and services that financial services organisations have outsourced and how offshore BPO can act as a stimulator to growing UK operations
Ionic Consultancy Group Ltd
Longest presentation title in history. How a phone conversation and throw away statement becomes a presentation title 
Drill down a little on the type of services that are typically outsourced, the rationale behind any decision to outsource. Who ICG are and how we manage the process
Graeme Mackenzie: Managing Partner Ionic Consultancy Group: /

2. Quick Introduction
WHAT DO WE DO ? From offices in London and Johannesburg, we take UK business operations and place / operate them offshore for you with specialist South African service providers
Take away the pain and resource requirement

3. Across various and diverse industries
Take away the pain and resource requirement

4. South Africa: the last 5 years …..
South Africa voted Global Sourcing Association
offshoring destination of the year 2016
Infrastructure
Talent
Domain Skills
Cost
Culture
Audit & Compliance
Innovation
DTI Support
and Incentives
Languages:
English
Spanish
Portuguese German
35% Telecoms
15% Aviation
8% Retail
27% Finance & Insurance

5. FSP: Why South Africa ?
UK companies are looking for alternatives to India and the Philippines – and are prepared to look for a higher quality service at same/similar cost
UK business seeking to push ‘seats and services’ into SA using existing SA providers but fully serviced from the UK
UK companies achieving cost saving of 30 – 55 % by outsourcing to SA
Brexit has created uncertainty
SA and the UK have a good cultural alignment: agent quality, similar time zone, regulatory alignment (FSCA and FCA)
SA is seen as an innovator
SA seen in the voice sector as ‘accent neutral’
ICG UK
ICG SA

6. living the dream……. Outsourcing: Not Everybody’s Cup of Tea
Why Outsource – Typical Thinking ?
Outsourcing: Not Everybody’s Cup of Tea
living the dream…….

7. living the dream……. Why Outsource – Typical Thinking ?
Most Insurers, MGA’s, Brokers, Administrators, Advisors already outsourcing:
* Tech * Security * Cleaning
* Media * Digital * Compliance
Most above outsourcing decisions above are managed within a due process in the business
More sensitive when it comes to managing data or a customer
Many financial services businesses margins are being squeezed
Most financial services businesses are faced with the need to innovate and be creative:
* Product design * Product delivery * Customer engagement
Tier 1 financial services businesses have a history of outsourcing: reach, resource and experience. Tier 2 don’t
living the dream…….
Reality is most people are already outsourcing in some shape or form

8. About working smarter……..
Driver to outsource varies between a need to ….
living the dream…….
Access broad skills, knowledge and experience
Access alternative and independent view to gain efficiencies
Discover new thinking
Benchmark in house operations
Optimize / redeploy existing resources
Remove the repetitive / manage the mundane
Access time zone advantages
Access strong performance management and culture
Access new and innovative digital technologies
Reduce / redeploy CAPEX
Access scalable and agile workforce
Access skills not resident in your business
Test, learn and measure new programme and process change prior to roll-out
Provide greater capacity to allow business expansion without the need for increased real estate or local resource
Reduce costs / improved margin / improved service
About working smarter……..

9. living the dream……. Not Just for the ‘Big Boys’
‘We’re not big enough to outsource…….’
living the dream…….
Not Just for the ‘Big Boys’
We don’t just operate with the big boys. Great innovation and drive in mid to small cap businesses

10. . Typically categorised into 5 areas of operations:
What are UK FSP’s Outsourcing? .
Typically categorised into 5 areas of operations:
Multi channel marketing and communications
Technology and media
Internal administration (‘back office’)
Customer / supplier facing administration
Complex
Most people default to this when thinking of services that could be outsourced

11. Multi Channel Marketing and Communications .
What are UK FSP’s Outsourcing?
Multi Channel Marketing and Communications .
Most people default to this when thinking of services that could be outsourced

12. Voice Inbound or outbound: Overflow / out of hours Customer service
What are UK FSP’s Outsourcing?
Voice
Inbound or outbound:
Overflow / out of hours
Customer service
Complaint management
Customer loyalty / retention
Collections
Lead generation
Don’t have to be outsourcing 50 seats. Outsource 5 and aggregate
Anything from PPI to smart meters

13. Technology and Media AI Search engine optimization
What are UK FSP’s Outsourcing?
Technology and Media AI
Search engine optimization
Social media optimization
Web content
Web analytics
Web application development
Software application development
Live / chat
Content writing
Digital
Most people default to this when thinking of services that could be outsourced

14. Internal Administration
What are UK FSP’s Outsourcing?
Internal Administration
Data management / mining / capture
Document indexing and archiving
Application processing and loading
Document digitization
Quality Assurance
Documents &
Data
Most people default to this when thinking of services that could be outsourced

15. Customer / Supplier Facing Administration
What are UK FSP’s Outsourcing?
Customer / Supplier Facing Administration
Claims (FNOL)
Account verification and validation
Account servicing
Collections
Documents &
Data
Most people default to this when thinking of services that could be outsourced

16. ‘Complex’ Payroll Actuarial Accounting and finance
What are UK FSP’s Outsourcing?
‘Complex’
Payroll
Actuarial
Accounting and finance
Technical
Most people default to this when thinking of services that could be outsourced

17. Onshore Partnership
Most people default to this when thinking of services that could be outsourced

18. End with a quote…. Thank You
“Working hard makes you feel good. Working smarter makes your success.”
Most people default to this when thinking of services that could be outsourced