Case Study — Wealth Management / Operating Model Transformation
A private bank's front-office advisors and middle-office risk teams operated on different systems with different views of client exposure, creating avoidable proposal-and-rework cycles on client transactions.
The Transformation Framework™
Advisors and risk teams worked from different exposure views, meaning an advisor could unknowingly propose a transaction the risk team would have flagged immediately had they seen the same numbers.
The two systems had never been reconciled, since each was owned by a different function with no shared incentive to fund the integration — a cost only the client experience, which neither function was measured on, would benefit from.
We proposed a shared real-time exposure view, jointly funded, with a small governance group given authority to resolve data discrepancies as they arose rather than escalating each one individually.
The shared view was piloted with the bank's twenty largest relationships before wider rollout, letting early discrepancies surface and get resolved before affecting a broader client base.
Transactions requiring rework due to risk flags raised after proposal, rather than before, fell by 71%.
Measured Outcomes
Reflection
"Two teams looking at two different numbers will always eventually disagree. The question is whether they find out before or after the client does."
Charlotte Hargreaves — Principal, Wealth ManagementEngagement team
Principal, Wealth Management
Senior Consultant, Operating Model