Banking Outsourcing Services

Last updated: November 11, 2026

Banking outsourcing means transferring defined operational, technology or customer service activities of a bank, payment institution or fintech to a specialised service provider, while the institution keeps responsibility for risk, compliance and its customers. Typical candidates are back-office operations, KYC and onboarding checks, contact center services, software development and testing, and IT operations. 360 Soft provides teams for banking and financial services from Istanbul. This page explains why banks outsource, which work can be transferred, the regulatory framework, delivery models, service levels and how to evaluate a provider.

Why banks use outsourcing

Volumes in onboarding, card operations or customer service fluctuate with campaigns and seasons
Digital transformation programmes need developers and testers faster than hiring allows
Regulatory change (KYC, AML, reporting) creates peaks of manual review work
Extended service hours and 24/7 channels are expensive to staff internally
Specialised skills such as test automation or core banking integration are scarce

Work that can be outsourced in banking

Area	Examples
Operations and back office	Account opening checks, document verification, data entry, reconciliation support, card and payment operations
KYC and AML support	Customer due diligence file preparation, screening alert pre-review, periodic KYC refresh
Customer contact	Inbound and outbound contact center, chat, email, collections reminders within your scripts
Software development	Mobile and internet banking, integrations, APIs, internal tools
Testing	Functional, regression, test automation, user acceptance support for core banking changes
IT operations	Application support, monitoring, DevOps, service desk

Decision-making that regulation reserves for the bank, such as credit approval, final AML decisions and suspicious activity reporting, stays with the institution. Our teams prepare and pre-review; your staff decide.

Typical needs by institution type

Institution	Typical outsourced work
Retail and commercial banks	Back office, contact center, testing for large change programmes
Participation banks	Operations support and software projects aligned with their product structure
Payment and e-money institutions	Onboarding checks, transaction monitoring support, customer support, development
Fintechs and neobanks	Product development, QA, KYC operations, 24/7 support
Foreign banks entering new markets	Operations hubs, localisation and support teams

Regulatory framework

In Türkiye, banks’ use of outsourcing is governed by the BRSA (BDDK) regulation on banks’ procurement of support services, together with information systems and data rules, the Banking Law and KVKK. Key principles include a risk assessment before outsourcing, a written contract, the bank’s continued responsibility, audit and access rights for the bank and regulator, confidentiality of customer secrets and business continuity. Payment and e-money institutions are also subject to rules issued by the Central Bank of the Republic of Türkiye.

If you are a bank outside Türkiye, the rules of your own country apply, for example outsourcing guidelines from your supervisor, operational resilience and ICT third-party rules (such as DORA in the EU) and banking secrecy laws. We support your due diligence, audit rights and exit planning, and recommend that your compliance team confirms which activities are permissible to outsource.

Delivery models

Model	How it works	Best for
Dedicated team	Staff working only for your institution, inside your processes and systems	Long-term operations and development
Managed service	We deliver against SLAs for a defined process	Clearly measurable processes such as document checks
Project team	Team for a defined programme, such as a core banking migration test phase	Time-bound change programmes
Hybrid	Core team plus flexible capacity for peaks	Campaign-driven or seasonal volumes

Work can be remote, on-site in your premises or hybrid. Where regulation or your policies require it, teams can work only on your devices and networks. 24/7 shifts are possible.

Team size examples

A single test automation engineer or business analyst for a project
A team of 5–15 people for KYC document checks or a test center
Larger multi-shift operations teams for contact center or back office; we can scale from 1 to 200+ people

Set-up process

Scoping and risk assessment: we support your outsourcing risk assessment with process, data and control information.
Due diligence: security, continuity and organisational documentation for your review.
Contract: service agreement, SLAs, audit rights, confidentiality, exit plan.
Recruitment and onboarding: background checks as required, training on your procedures.
Pilot: limited volume with four-eyes control and quality sampling.
Go-live and reporting: daily and monthly reports, regular governance meetings.

A typical start takes 1–2 weeks for small teams once the contract and access are in place; regulated set-ups may need longer for your internal approvals.

SLA and KPI examples

Metric	Example of what is measured
Processing time	Time from document receipt to completed check
Quality rate	Share of files passing quality sampling without corrections
Backlog	Open items older than the agreed threshold
Contact center service level	Share of calls answered within an agreed time
First contact resolution	Customer issues solved without follow-up
Defect leakage	Defects found in production after testing

Targets are agreed with you after the pilot; we do not quote figures before seeing your processes.

Pricing models and cost factors

Factor	Effect on cost
Pricing model	Per full-time equivalent, per transaction or fixed project price
Skills and seniority	Operations staff, analysts, developers, testers
Service hours	Business hours, extended hours or 24/7
Location and security requirements	Remote, on-site, dedicated rooms or client devices
Volume and variability	Stable volumes versus campaign peaks

In-house staff, freelancers or outsourcing

Criterion	In-house	Freelancers	Outsourcing
Speed to scale	Slow	Fast but fragmented	Typically 1–2 weeks
Regulatory fit	Full control	Weak for regulated work	Contracted controls and audit rights
Continuity	Depends on retention	Low	Replacement process
Management effort	High	High	Shared, with SLAs

Risks and safeguards

Confidentiality of customer data: NDAs, need-to-know access, logging, clean-desk rules
Concentration and continuity: backup staff, documented procedures, continuity plans
Quality: four-eyes checks, sampling and calibration sessions
Regulatory risk: regulated decisions stay with the bank; audit rights for bank and regulator
Exit: a written exit and transition plan from the start

Security and data protection practices

Teams use individual accounts, MFA and least-privilege access, preferably inside your own environment. Screens can be monitored, and data download or printing restricted according to your policies.

Contract note: We work under a B2B service agreement with a defined statement of work, not as an employer of record or staffing agency. The agreement includes an NDA, assignment to you of intellectual property in all deliverables created for you, and, where personal data is processed, a GDPR data processing agreement (DPA) with Standard Contractual Clauses (or the UK IDTA for UK data). Because the team operates in Türkiye, the Turkish Personal Data Protection Law (KVKK) also applies to our side of the processing. For banks we also include audit and inspection rights, banking secrecy obligations and business continuity commitments. Local rules in your own country continue to apply to your business, so we recommend your legal team reviews the final contract.

Illustrative scenario: KYC operations and a test center

Illustrative scenario: a digital bank plans a marketing campaign expected to multiply new account applications for three months and is migrating its mobile app to a new backend at the same time. It sets up two teams: a KYC document check team working in shifts inside the bank’s systems, with final approval by bank staff, and a test team running regression and automation for the migration. Both report daily, and quality is sampled weekly. After the campaign, the KYC team is scaled down. This example illustrates the set-up; it is not a real client case.

Checklist for choosing a banking outsourcing provider

Do they accept audit rights for you and your regulator?
Can they work inside your systems and on your devices?
How do they screen and train staff?
Are continuity and exit plans part of the contract?
Can they scale quickly for campaigns and regulatory peaks?
Do they keep regulated decisions with your staff?

Why 360 Soft

We combine operations, software and testing teams under one contract, with remote, on-site or hybrid work, 24/7 shifts, a replacement process and typical starts in 1–2 weeks.

Frequently asked questions

What is banking outsourcing?

Transferring defined operational, customer service or technology activities of a bank to a service provider, while the bank keeps responsibility.

Which banking activities can be outsourced?

Back office, KYC file preparation, contact center, software development, testing and IT operations. Regulated decisions stay with the bank.

Which regulation applies in Türkiye?

The BRSA (BDDK) support services regulation, information systems rules, the Banking Law and KVKK, plus Central Bank rules for payment institutions.

We are a bank outside Türkiye. Which rules apply?

Your own supervisor’s outsourcing and ICT third-party rules continue to apply. We support your due diligence and audit rights.

Can your team work inside our systems?

Yes. We prefer to work in your environment, on your devices if required, with individual accounts and MFA.

Do you accept audits?

Yes. Audit and inspection rights for you and your regulator are part of the contract.

Can you provide 24/7 support?

Yes, with shift-based teams.

How fast can a team start?

Typically 1–2 weeks after contract and access, though your internal approvals may take longer.

How is pricing structured?

Per full-time equivalent, per transaction or per project, depending on skills, hours, security requirements and volumes.

Under which contract do you work?

A B2B service agreement with NDA, IP assignment, audit rights and a GDPR DPA with SCCs (UK IDTA where relevant); KVKK applies on our side.

Contact us

Tell us which processes, volumes and service hours you are considering, and we will propose a team, controls and SLA structure. Call or WhatsApp us on +90 850 335 10 87, write to info@360-soft.com, message us directly on WhatsApp, or use the form on our contact page. 360 Soft Marketing Yazılım ve Danışmanlık Ltd. Şti., Nidakule Ataşehir Batı, Barbaros Mah. Begonya Sk. No:1 D:2, 34746 Ataşehir/İstanbul.

Türkçe: Türkçe sürüm