Services

Business Process Outsourcing

Our Business Process Outsourcing (BPO) team incorporates specialists in the selection of, and implementation of BPO contracts, including programme management (contract mobilisation), strategy and insight into client buying requirements, financial modelling for PbR and contract profitability analytics. We would be delighted to discuss your opportunities and challenges and how we may be able to help.

The processes

Business Process Outsourcing spans the delivery of front office (customer facing) processes, back office (generic business) processes and middle office (business specific, operational) processes by a third party to improve cost and / or quality of delivery.

Costs versus value

On-going economic challenges are both a blessing and a curse within BPO. Potential clients looking for opportunities to cut their own costs means an increase in opportunities but at the same time a heightened desire to get more for less. This squeezes margins and adds contract risk.

Government

In the case of Government there is an increasing interest in outsourcing frontline services on a Payment by Results (PbR) basis. This requires a greater focus on transformation and quality, not just efficiency, as well as expertise in new, more risky, contracting models and heightened reputational (political) risk.

Financial Services

Financial services represents the largest private sector segment for BPO. The current instability in this sector presents new opportunities, for example e.g. consumer credit checks, credit card processing, payment processing, conveyancing, but is also subject to the greatest regulatory scrutiny, e.g. relating to offshore / trust administration services.

Whether you focus on financial services, the public sector, niche industries, onshore or offshore, we have the breadth and depth of experience to bring meaningful insights to  your business.

Nick Jeal, Partner,  Business Process Outsourcing Sector Lead

Industry Associations

Deloitte is is proud to be BSA’s Associate Member.

We believe that our partnership with BSA sustainably benefits the industry as we continue to develop unique insights which Business Services companies look at to grow and compete. 

Key Contacts

Nick Jeal

Nick Jeal

Partner

A Partner in Transaction Services, Nick has more than 20 years of experience leading cross service-line assignments for corporate and private equity clients, across a wide range of sectors in the UK a... More

Byron Griffin

Byron Griffin

Partner

Byron is the Business and Professional Services practice leader and is responsible for co-ordinating our efforts in the industry for Deloitte. He has extensive experience of a wide range of corporate ... More

Oliver Hemming

Oliver Hemming

Partner

Oliver is a Partner at Monitor Deloitte, leading the Business and Professional Services sector advising private equity and corporate clients. For his clients he undertakes strategy reviews developing ... More