Banking Operations – Services PEAK Matrix® Assessment 2025

The global banking operations market is significantly transforming, driven by continued regulatory complexities, rising customer expectations, and advances in AI and automation. Financial institutions are rethinking their sourcing models to prioritize domain-rich, technology-enabled partners that can deliver resilience, compliance, and measurable business outcomes. The report examines how buyers are consolidating provider portfolios and shifting focus from labor arbitrage to transformation outcomes, including explainable AI, adaptive compliance, and platform-led delivery.

Providers are responding by deepening domain capabilities, expanding partner ecosystems, and investing in cloud, AI, and analytics to support intelligent operations. Market dynamics remain concentrated among large players, while mid-tier and niche providers are gaining traction in specialized areas. As buyers expect stronger governance, innovation, and co-creation, sourcing models are evolving to blend offshore efficiency, nearshore proximity, and onshore control. The research provides a comparative view of provider strategies, market performance, and delivery capabilities across lending, retail, payments, and commercial banking.