Global Target Operating Model project

Client Benefits & Main Results


Global project (London, Paris, Singapore and Chicago)


Following the acquisition of a broker-dealer by the bank, our client launched a global program to offshore back-office functions to its worldwide shared services centre, and have asked us to:

  • Perform a transfer opportunities study for back-office functions (10 retained)
  • Define the target operation model for each function to be offshored
  • Execute the transition phase (project management, recruitment, on-boarding, training) and ensure the follow-up & oversight (TOM optimization and performance monitoring)

Our approach

Transfer opportunities study:

  • Identification of transfer constraints (operational risks, specific expertise required, regulatory constraints, critical size, etc.) and prioritization
  • Business case validation

Execution/Transition phase:

  • Target organization (Governance, RACI, KPI, etc.)
  • Internal and external communication (with managers, staff, HR, press release, etc.)
  • Drafting of legal documentation (CSA, CSLA, OLA) and operating procedures
  • Recruitment, onboarding and training

Implementation follow-up and oversight:

  • TOM optimization (workload optimization, workflow and systems enhancement)

Performance monitoring (evaluation of team performance, escalation process

Client Benefits & Main Results

  • Communicate only with Heads of department and middle management until transfer opportunities are identified and validated

  • Analyze the existing process entirely to identify potential stickiness with other departments

  • Spend time to design the overall TOM and get the buy-in of all key stakeholders

  • Monitor dependencies with other projects

  • Establish clear RACI and kill potential redundancies

  • Define a unique sponsor to ensure the lead of the project

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