Monitoring outsourced operations

Monitoring outsourced operations while creating a platform for constructive dialogue

Client: A large US-based Asset Manager distributing funds in EMEA, with AUM north of £430 billion in the region

Challenge

The client had an outsourced operational model where its administration functions were managed by a Third-Party Administrator (TPA). The client needed a system giving them the ability to monitor all aspects of the outsourced operations and have an enhanced view of performances, risk and quality.

The approach

The consultancy team carried out a stakeholder review to understand the full picture of the outsourced operations and identify key concerns with regards to execution, risk and service quality. The team designed a comprehensive monitoring tool, set KPIs and an analytical framework aimed at facilitating reviews and dialogues on the performance of the TPA.

Client outcome

This approach has facilitated the growth of a trusting relationship between the client and its TPA. The client is now able to capture quality and risk performances at a granular level. It is now basing operations-related discussions on tangible facts and measurable elements and allowing all parties to design improvement solutions using a partnership model.

 

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The client is now able to capture quality and risk performances at a granular level, basing operations-related discussions on tangible facts and measurable elements and allowing all parties to design improvement solutions using a partnership model.

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