TPI developed for Peoples Bank, a comprehensive set of business driven SLA’s between Peoples Bank and Nedbank for the business process and technology services provided by Nedbank to Peoples Bank. Following the incorporation of minority shareholders into the overall Peoples Bank shareholding structure, it became necessary for Peoples Bank to completely commercialise the structure with Nedbank Limited. This was in order to satisfy SARB and audit requirements. The business processes covered included:
- All back office processing activities such as cheque processing, branch administration support, call centres, and treasury.
- Group support functions such as finance and HR.
The net result was full structuring of the outsource agreement with Nedbank Limited, at both the IT and process levels, allowing:
- All parties to understand and manage the relationship between the services, associated service levels and costs.
- Move the service provision up the value chain to pure output based service levels.
- Peoples Bank to better manage the service providers plus the relationship between services, service levels and costs.