Setting up a client services team for a global asset manager

  • ~98%

    accuracy of reports overall

  • ~USD1.5m

    in the past 5 years

  • ~80%

    bandwidth for the client reporting team

CLIENT CHALLENGES

  • A global asset manager with over USD800bn in AuM required an offshore partner to assume complete responsibility of its client reporting suite across regions

OUR APPROACH

  • Set up a centralized data vault
  • Leveraged Moody’s client report generator to deliver bespoke client reports within a shorter TAT
  • Customized multiple widgets for quick reporting
  • Introduced dual-phase validation to ensure accuracy
  • Handled client queries:
    • Managed client mailbox
    • Maintained a strict ‘within a BD TAT for more than 80% of client requests

IMPACT DELIVERED

  • Sourcing data from multiple locations and manual data updates led to inaccuracies
  • Upheavals in reporting templates and tighter deadlines
  • Attrition within client teams led to service disruption and reduced knowledge retention
  • Lack of access to technology/ automation solutions resulted in unnecessary manual intervention
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