Custom Financial Services BPO Operation

A Custom BPO Engagement requires more from both sides than a standard arrangement. Before Felcorp can commit to a custom scope, your business needs to meet a baseline set of operational, commercial and organisational requirements.

These requirements exist to protect the quality of the engagement and to ensure that the investment in scoping and setup produces a viable long-term operation.

Operational requirements

• A clearly defined scope of work covering the functions the offshore team will perform
• At least one internal point of contact with decision-making authority over workflow and operations
• Existing documented processes for at least the core functions being outsourced, or a commitment to develop them during the scoping phase
• Systems access that can be provisioned to offshore staff under your security policy
• A realistic onboarding timeline that allows for proper training and process establishment before the engagement goes live (6 - 12 months is the estimated timeline)

Commercial and organisational requirements

• An expected staffing engagement of minimum 20 full time employees
• A designated legal and commercial contact with authority to negotiate and sign the engagement agreement
• Budget capacity for a scoping and setup phase prior to commencement, which is billed separately from the ongoing engagement cost
• A minimum commitment of 12 months, given the lead time and infrastructure investment required
• Board or senior leadership sign-off where the engagement involves entity structuring, subsidiary ownership or bespoke governance provisions

Understanding the boundaries of what we can and cannot change:

What can be customised

• Staff count, team composition and role scope
• Day-to-day management structure and reporting lines
• Employment ownership and entity structure
• Shift hours and operational calendar
• Agreement terms including duration, exit provisions and renewal
• Billing model and commercial structure
• Onboarding timeline and process design
• Governance and compliance framework layers
• Software environment and system integration approach

What cannot be customised

• Office location (limited to India, with a preference in Northern India)
• Industry scope limited financial services only
• Felcorp's internal HR, conduct and data security standards, which apply to all staff regardless of engagement type
• Felcorp's QA and supervision obligations, which are non-negotiable across all engagements

Step 1 — Initial Discovery Process Consultation (1 - 2 weeks)

‍You speak with our team to outline your requirements. We will ask about your operational structure, the scope of work, your compliance environment, your preferred commercial terms and your timeline. This conversation is confidential and carries no obligation.

Step 2 — Requirements Assessment (2 - 6 weeks)

‍Our operations and management team reviews your requirements against our current infrastructure, staffing capabilities and compliance framework. We identify where your needs can be met directly and where customisation is required. An interim feasibility assessment is created and supplied before a proper proposal document

Step 3 — Proposal and Scoping Document (6 - 8 weeks)

‍We produce a written proposal that outlines the proposed operational structure, staffing model, agreement terms and commercial basis. This document forms the foundation of the engagement agreement and is subject to your review and negotiation.

Step 4 — Agreement Finalisation (8 - 12 weeks)

‍Once the proposal is agreed in principle, legal and commercial terms are drafted. For standard custom engagements this typically takes two to four weeks. For complex enterprise arrangements involving subsidiary structures or ownership provisions, this may take longer.

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Step 5 — Initial Trust Account Deposit (13 weeks)

‍Once the proposal is signed, we ask for the initial trust account deposit to commence work. Payments are structured with billing milestones included in the engagement for when to pay and how much.

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Step 6 — Set up and Establishment (4 - 12 months)

‍Establishment follows the agreed plan documented in the scoping proposal. Timelines vary significantly depending on legal structures, policies and other compliance frameworks that need to beimplemented. Expect a 6 month set up time for legal structure ownership model and another 3 months for compliance system implementation.