Rajul Sood, Managing Director & Global Head of Lending Services, Acuity Knowledge Partners
Rajul Sood, the global head of lending services at Acuity Knowledge Partners, has been with the firm for 20 years and is currently the Managing Director. Lending services is a rapidly growing business, with a focus on digitization and innovation, Rajul has been with the firm for 20 years, recognizing its unique approach to the finance industry and its potential.
The Knowledge Process Outsourcing (KPO) industry is on a remarkable growth trajectory, fueled by the rising demand for specialized expertise and the digitization initiatives of global financial services firms.
A significant shift in the KPO landscape is the transition from “domain-led solutions” to “domain and technology-led solutions.” The integration of Artificial Intelligence (AI), advanced data extraction, and automation technologies has become crucial for knowledge services firms to offer compelling and differentiated solutions to global financial institutions. These institutions are continuously seeking operational efficiencies, aiming to achieve more with existing resources—a goal made possible through technology and innovation. AI, for instance, acts as a co-pilot to analysts, enabling them to process vast amounts of manual inputs and focus on more analytical and judgment-driven tasks.
The adoption of technology and innovation not only boosts the profitability of KPO firms but also allows them to deliver large-scale operational efficiencies and tangible cost savings to their clients. Looking ahead, adaptability and agility, which were pivotal in 2024, will remain critical in 2025 and beyond as the industry continues to evolve to meet the needs of a dynamic global market.
This focus on technology-driven transformation positions the KPO industry as a key enabler for financial institutions to navigate their growth and efficiency challenges effectively.
The KPO industry is projected to grow by 15-20% over the next five years. With the increasing focus on AI implementation across financial services, the demand for specialized domain knowledge and process experts is also set to rise. Financial institutions continue to grapple with classic challenges such as fragmented data, disconnected systems, and legacy infrastructure.
To remain competitive in this evolving landscape, CXOs of financial institutions worldwide are prioritizing real-time data-driven strategies and transformative change initiatives. Among these, Data Engineering and AI services are expected to see the fastest acceleration. These services, coupled with niche domain expertise, will play a pivotal role in addressing inefficiencies and creating unified, modular solutions across data acquisition, preparation, analytics, and reporting stages.
Such solutions not only streamline fragmented processes but also unlock large-scale efficiencies for institutions. In a rapidly transforming environment, embracing innovation at both pace and scale is no longer optional it’s essential for organizational success. Knowledge services firms with advanced Data and Technology solutions are well-positioned to act as strategic partners, helping institutions navigate these changes and drive sustainable growth.
This perspective underscores the importance of aligning technology and domain expertise to deliver value in an increasingly complex financial ecosystem.
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