Creation of a CIB-wide Client Management team

Client Needs & Objectives

As part of a global initiative within the Bank, our client wanted to create a unique CIB-Wide Department covering all Client Management-related activities such as:

  • Client on-boarding
  • Referential data (products and counterparties data)
  • Client Services (Hotline services, specific services for top clients, client reporting, Cash Management support,….)
  • Collateral Management

Our approach

  • From a scattered configuration within Capital Markets and Financing the objective was to create a unique entity, in line with the target organization identified on a global scale, to improve client satisfaction as well as internal efficiency
  • Current set-up analysis and diagnosis
    • Identification of client management related functions
    • Cartography of processes and client management workflows
    • Analysis of the current set-up from an organizational standpoint (org-chart, mandates, workload, reporting lines, efficiency and productivity, turnover etc.)
  • Target Operating Model Design
    • Target organization and associated staffing
    • Definition and documentation of new mandates and workflows
  • Scenario validation and roadmap, communication

Client Benefits & Main Results

  • Identify a single point of contact for the client to enhance efficiency and quality of service

  • Leverage on synergies between Capital Markets and Financing processes leading to savings and performance optimization

  • Perform an accurate workload assessment to identify inefficiencies

  • Align as much as possible regional organizations with head-office set-up for better coordination while taking into account local specificities

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