Contact Us
Get in touch
We’d love to hear from you. Share some details and your query and we’ll respond straight away.
Case Study
Redesigning client service operating model for multi-affiliate excellence
Client Challenges
Following a major transformation, a European investment manager (€1trn+ AUM) consolidated several client servicing teams into a centralized International Distribution platform. Operating across multiple affiliates created fragmented client experiences and unclear responsibilities. The European investment manager needed a cohesive operating model to deliver seamless service and fully realize its multi-affiliate value proposition.
alpha approach
Alpha designed the target operating model by mapping roles and responsibilities across central, local, and affiliate client servicing layers. Work focused on four streams: target organization structure, client insight, process re-engineering, and service digitalization via a client portal. Core processes redesigned included KYC/KYD, client onboarding, request and claims management, and agreement lifecycle management. Alpha also aligned Sales, Marketing, and Client Services onto a globally consistent CRM platform. This delivered a scalable, client-centric operating model that strengthened coordination across affiliates and enabled joined-up account planning globally.
How we delivered lasting value
Turning insight into impact
Scalable operating model built for multi-affiliate environments
A redesigned Client Service Target Operating Model clarified responsibilities across central, local, and affiliate layers. This enabled greater scalability and internal coordination.
Seamless client experience through reengineered core processes
Key processes including onboarding, KYC/KYD, and claims management were redesigned for consistency. Clients and sub-distributors received a more joined-up service experience.
Globally consistent CRM platform enabling effective sales execution
Sales, marketing, and client services were aligned on a single CRM platform. This supported effective sales processes and coordinated account planning across geographies.
Related Work
Related case studies
Case Study
Distribution data platform drives US retail sales growth
Case Study