Client

One of India's largest public sector bank

Industry

Banking and Financial Services

Primary goal

NRI home loan applicant due diligence programme

Services

Customer due diligence, verification services, operating model design

Cross-border verification programmes require operational discipline, global coordination and strong governance to support lending decisions at scale.

KPMG in India partnered with one of India's largest public sector banks to design and operationalise a first-of-its-kind NRI verification programme spanning multiple countries and jurisdictions to strengthen its retail home loan portfolio and reduce non-performing assets (NPAs) within its NRI lending segment.

Key highlights

4500+ NRI verifications completed and ongoing

Global coverage

The opportunity

The bank aimed to enhance its underwriting processes by conducting deeper assessments of NRI borrowers’ repayment capacity, sustainability of income, immigration and work permit status, and compliance with global Know Your Customer (KYC) requirements. The challenge was further compounded by limited visibility into overseas credit profiles, difficulties in validating foreign employers and self-employed businesses, risks associated with forged or manipulated identity and income documents, and fragmented manual verification processes that impacted operational efficiency.

The bank required a scalable approach to verify applicants located across global markets while maintaining consistency, turnaround times and quality standards.

The engagement demanded a completely new delivery model capable of supporting large verification volumes and international coordination.

Our approach

Recognising these challenges, KPMG in India’s Forensic Managed Services team engaged extensively with the bank’s leadership over the course of a year to design a robust mortgage underwriting due diligence framework. KPMG in India established a dedicated programme structure including:

Operations management

Designed NRI process maps, checklists, and SOPs to establish a clear operational framework
Quality maintenance

Resolved time zone and international document complexities, transforming early ambiguity into a stable, high performance workflow
Data governance

Rapidly redesigned processes and the operating model to meet new complexity and scale requirements

Customer coordination

Set up a dedicated War Room and established clear roles across Operations, Client & Customer Coordination, Data Entry, and Quality
Stakeholder management

Aligned and streamlined collaboration across 300+ POCs, enabling swift and coordinated execution
Escalation and reporting mechanisms

The team developed standard operating procedures, quality controls and communication frameworks that enabled execution across multiple geographies

The outcome

The engagement established an ongoing scalable framework for future verification initiatives and demonstrated the ability to operationalise new due diligence services rapidly.

How we make the difference

KPMG in India combines operational excellence, global reach and risk-management expertise to help financial institutions execute complex verification programmes efficiently and consistently.